Banking services are perhaps the largest industry that caters to -the needs of variousudsegments of the population reflecting the diverse Diasporas of the society. Moreover,udperceived service quality tends to play a significant role in high involvement (highudinteraction between customers and service providers) industries like banks. Also, banksudoften have long-term business relationships with customers. In addition, the bankingudsector is large enough to capture and represent almost all the critical features of theudcustomer-perceived service quality and the critical dimensions of excellence that theudmanagement may have to encounter, in order to effectively manage a serviceudorganisation.ud.udHowever, there is considerable lack of literature with respect to service industryudmanagement, especially in the banking industry of developing economies. Therefore anudanalysis of banks in the UAE from a 'service-quality perspective' may sound interestingudat this juncture. Such an investigation is vital for the bankers in order to enhance theirudbusiness performance.udThe main objective of this research is to develop a theoretical framework to understandudand explore CSFs for banks that succeed in the field of TQM and to identify marketorientedudactivities that are affected by the use of this approach.udThis research adapts an interdisciplinary approach that makes use of TQM, serviceudquality, IT, and information systems literature. It takes a holistic view of TQM in theudbanking sector and considers the different stages of implementation and implications ofudthe TQM. The research design involves a combination of quantitative and qualitativeudmethodologies to incorporate: (1) TQM development; (2) the identification of key TQMsuccessudfactors commonly cited in the literature, and endorsed by practitioners andudexperts as important to effective TQM implementation; (3) an in-depth case studies.udapproach to understand how TQM processes, and critical success factors identified areudaddressed and implemented; and (4) the possible impact of TQM practices onudefficiency.udFurthermore, the research framework, which emerged from the literature search, isudtested and validated by rigorous quantitative analysis using SPSS. The statisticaludanalysis using Factor Analysis, Regression Analysis, One-Sample Test and RankingudAnalysis to test a series of relationships and research constructs to provide solid supportudfor the resulting relationships.udiudThe study has identified twelve CSFs for the successful implementation of TQM: (1)udTop Management Support, (2) Strategy, (3) Continuous Improvement, (4)udBenchmarking, (5) Customer Focus, (6) Quality Department, (7) Human ResourceudManagement, (8) Quality Technology,. (9) Service Design, (10) Employees, (11)udServicescapes, (12) Quality Systems. Furthermore, it *has been found that theudorganisational experiences of TQM implementation in-the service- sector in UAE are farudfrom being mature. There is a lot of evidence with reference to the survey results andudcase studies presented in this study that TQM is still a new management concept, and isudwidely unknown. In many cases, there is some reluctance to introduce it.ud.udThe study has pointed out the CSFs for successful TQM implementation because it isudvital for organisations to capture the minds of everybody, starting at the top andudpermeating throughout the whole organisation and beyond. The philosophy maintainsudthat an organisation's primary objective is to enhance its ability to meet customerudrequirements by improving the quality of its services. People are the most importantudmanagement resource and ultimate goal of business. TQM generally means a quest forudexcellence, creating the right attitudes and controls to make prevention of any possibleuderrors, and optimise customer satisfaction by increased efficiency and effectiveness.udFurther, this study points out TQM as being an organisation-wide activity which has toudreach every employee. Therefore, TQM has been an. approach for continuouslyudimproving the quality of services delivered through the participation at all levels andudfunctions of the organisation. From this study, it is evident that the effectivetransformationudto TQM has been linked to the extent to which firms implement certainudCSFs.udThis study contributes to the emerging literature on TQM in banking sector in a numberudof specific ways: (1) It provides new theoretical grounds for studying TQM in bankingudsector in the context of CSFs that affect competition in the dynamic marketplace; (2) Itudcomputes and analyses the total quality management indices with respect to the 16udfactors which have been developed from the literature for the banking industry as audwhole; (3) It ascertains the level of TQM implementation in the UAE banking scene; (4)udIt Offers key insights on the criticality of the different TQM dimensions with respect toudthe banking sector in UAE and (5) It provides a foundation and proposals for futureudresearch and investigation.
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