THE IMPACT OF TOTAL QUALITY MANAGEMENT AS A STRATEGIC TOOL FOR MAINTAINING CUSTOMER SATISFACTION IN THE BANKING SECTOR

Abstract

As customer satisfaction continues to rise, bank customers expect service quality to improve to meet their satisfaction. The study was based on the impact of total quality management as a strategic tool for maintaining customer satisfaction in the banking sector. Through a comprehensive literature review this study examines the implementation of TQM practices in banking institution and its correlation with customer satisfaction merits.