Quality initiatives on customer satisfaction in banks
Antony PT, Dr. R Saravanan
The development and phenomenal success of Quality Initiatives such as TQM, Six Sigma was applied outside the industrial sectors to service organizations, such as banks. The study investigates the application of Quality Initiatives to a service organizations using Indian baking sector as a model example. Banking is an important sector in India. The government has introduced several laws and constitutions aimed to further develop this sector, improve its ability to compete within a global market and encourage investment in the country. However, little work has been done to measure and control quality in this sector. The work will show that the use of Quality Initiatives can be of great benefit to the Indian banks, as it will lead to an increase in the organization customer orientation and competitive edge. Quality Initiatives and Customer Satisfaction is measured using a standardized questionnaire. The relationship of Quality Initiatives with Customer Satisfaction is studied. The data collected from 100 customers and 50 employees, and correlation and regression analysis was used to analyze the data.