Banking services are perhaps the largest industry that caters to -the needs of various
segments of the population reflecting the diverse Diasporas of the society. Moreover,
perceived service quality tends to play a significant role in high involvement (high
interaction between customers and service providers) industries like banks. Also, banks
often have long-term business relationships with customers. In addition, the banking
sector is large enough to capture and represent almost all the critical features of the
customer-perceived service quality and the critical dimensions of excellence that the
management may have to encounter, in order to effectively manage a service
organisation.
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However, there is considerable lack of literature with respect to service industry
management, especially in the banking industry of developing economies. Therefore an
analysis of banks in the UAE from a 'service-quality perspective' may sound interesting
at this juncture. Such an investigation is vital for the bankers in order to enhance their
business performance.
The main objective of this research is to develop a theoretical framework to understand
and explore CSFs for banks that succeed in the field of TQM and to identify marketoriented
activities that are affected by the use of this approach.
This research adapts an interdisciplinary approach that makes use of TQM, service
quality, IT, and information systems literature. It takes a holistic view of TQM in the
banking sector and considers the different stages of implementation and implications of
the TQM. The research design involves a combination of quantitative and qualitative
methodologies to incorporate: (1) TQM development; (2) the identification of key TQMsuccess
factors commonly cited in the literature, and endorsed by practitioners and
experts as important to effective TQM implementation; (3) an in-depth case studies.
approach to understand how TQM processes, and critical success factors identified are
addressed and implemented; and (4) the possible impact of TQM practices on
efficiency.
Furthermore, the research framework, which emerged from the literature search, is
tested and validated by rigorous quantitative analysis using SPSS. The statistical
analysis using Factor Analysis, Regression Analysis, One-Sample Test and Ranking
Analysis to test a series of relationships and research constructs to provide solid support
for the resulting relationships.
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The study has identified twelve CSFs for the successful implementation of TQM: (1)
Top Management Support, (2) Strategy, (3) Continuous Improvement, (4)
Benchmarking, (5) Customer Focus, (6) Quality Department, (7) Human Resource
Management, (8) Quality Technology,. (9) Service Design, (10) Employees, (11)
Servicescapes, (12) Quality Systems. Furthermore, it *has been found that the
organisational experiences of TQM implementation in-the service- sector in UAE are far
from being mature. There is a lot of evidence with reference to the survey results and
case studies presented in this study that TQM is still a new management concept, and is
widely unknown. In many cases, there is some reluctance to introduce it.
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The study has pointed out the CSFs for successful TQM implementation because it is
vital for organisations to capture the minds of everybody, starting at the top and
permeating throughout the whole organisation and beyond. The philosophy maintains
that an organisation's primary objective is to enhance its ability to meet customer
requirements by improving the quality of its services. People are the most important
management resource and ultimate goal of business. TQM generally means a quest for
excellence, creating the right attitudes and controls to make prevention of any possible
errors, and optimise customer satisfaction by increased efficiency and effectiveness.
Further, this study points out TQM as being an organisation-wide activity which has to
reach every employee. Therefore, TQM has been an. approach for continuously
improving the quality of services delivered through the participation at all levels and
functions of the organisation. From this study, it is evident that the effectivetransformation
to TQM has been linked to the extent to which firms implement certain
CSFs.
This study contributes to the emerging literature on TQM in banking sector in a number
of specific ways: (1) It provides new theoretical grounds for studying TQM in banking
sector in the context of CSFs that affect competition in the dynamic marketplace; (2) It
computes and analyses the total quality management indices with respect to the 16
factors which have been developed from the literature for the banking industry as a
whole; (3) It ascertains the level of TQM implementation in the UAE banking scene; (4)
It Offers key insights on the criticality of the different TQM dimensions with respect to
the banking sector in UAE and (5) It provides a foundation and proposals for future
research and investigation.
| Identifer | oai:union.ndltd.org:BRADFORD/oai:bradscholars.brad.ac.uk:10454/3376 |
| Date | January 2005 |
| Creators | Al-Marri, Khalid S. |
| Contributors | Ahmed, A.M.M. |
| Publisher | University of Bradford, School of Management |
| Source Sets | Bradford Scholars |
| Language | English |
| Detected Language | English |
| Type | Thesis, doctoral, PhD |
| Rights | <a rel="license" href="http://creativecommons.org/licenses/by-nc-nd/3.0/"><img alt="Creative Commons License" style="border-width:0" src="http://i.creativecommons.org/l/by-nc-nd/3.0/88x31.png" /></a><br />The University of Bradford theses are licenced under a <a rel="license" href="http://creativecommons.org/licenses/by-nc-nd/3.0/">Creative Commons Licence</a>. |
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