Total Quality Management

Sandeep Tandon and Anuradha Thakur

This study is research project on the perception of customers about Total Quality Management (TQM) in the banking sector. Four banks have been taken up for the study viz. SBI, PNB, ICICI and HDFC.

The TQM concept is of great significance in today’s business world. Hence, this topic was chosen as a research project. This study has examined the level of perception of customers about the implementation of TQM in the banking sector in District Gurdaspur (Punjab) through a questionnaire covering the entire domain of the topic. It provides an overview of the TQM philosophy as a management approach. It reviews the available literature on the subject – both Indian and foreign studies. The various aspects of research design and methodology and a brief profile of the selected public and private sector banks have been covered. Some strategies and general suggestions have been suggested by the authors to enhance the perception level of customers about TQM in the banking sector.

Thus, the present study will prove to be of immense help to marketing researchers, bankers and policy makers for strategy formulation in banking and related financial sectors in order to take appropriate steps for incorporation fully the concept of TQM implementation.

Sandeep Tandon and Anuradha Thakur Dr. (Mrs.) Sandeep Tandon is Associate Professor in Commerce, and Head, Faculty of Commerce at the Directorate of Distance Education (D.D.E.), University of Jammu. She has been in the teaching profession since 1991, and has participated in a number of national and international workshops, seminars and conferences. She is the author of two books and about 15 research papers. Besides this, she has developed course material for various undergraduate and post graduate courses for distant learners of the University of Jammu, and other universities as well. Dr. Tandon is also associated with various university extension activities viz. curriculum designing, course inspection, cultural activities. She is also involved in research activities such as research projects and M.Phil projects and instrumental in organising national seminar and workshop at university level.
Mrs. Anuradha Thakur is Lecturer in Government Higher Secondary School in Punjab.