The impact of Total Quality Management in the banking sector in the UK

Haouimi, Soumaia (2023) The impact of Total Quality Management in the banking sector in the UK. Doctoral thesis, University of Wales Trinity Saint David.

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Abstract

Aim / Purpose: The main aim of this study is to present the current scenario of Total Quality Management in the Banking sector in the UK and the role of service quality, employee satisfaction and commitment in achieving organizational excellence and financial performance in financial institutions. It also identifies the implementation of TQM and the challenges that may face this implementation, with a recommendation of a developed framework for performance enhancement in terms of service quality, financial performance, and customer satisfaction. The previous studies on the subject were in different contexts and sectors and have not investigated all five practices of TQM in one research and the service quality dimensions. Therefore, this research is aimed to examine whether the TQM practices are being adopted in the UK banking sector and identify the impact of TQM on the organizational performance, business excellence and service quality of the aforementioned sector. Methodological Approach: The data collection method used in this research is mixed method, meaning that both qualitative and quantitative data were collected. A survey questionnaire was distributed to bank employees (TQM survey questionnaire). Also, a survey questionnaire was distributed to bank customers (SERVQUAL survey questionnaire). In addition, qualitative data were collected using the focus group technique. The quantitative data were analysed using SPSS software to test the hypotheses set by the author using one Tailed T-test. Moreover, the researcher has used the correlation coefficients model to identify the correlation between the TQM variables and the service quality variables. The qualitative data were analysed using the content analysis technique. Principal Findings: The data collection and analysis of the TQM in the banking sector in the UK has revealed that Total quality management is a way to manage and improve the efficiency, cohesion, flexibility, and competitive position of a company in its entirety. Total Quality Management will eventually lead to improved products and services, reduce organizational costs, increase audience satisfaction, such as clients and employees, and improve financial performance in the UK banking sector. The data collected via survey questionnaires and focus groups have strongly suggested that the UK banking sector needs to improve its TQM practices to meet competitive challenges and enhance customer satisfaction and financial performance in the long run. Main contribution: The research concludes that improving the TQM practices in the banking sector in the UK will help organizations enhance service quality, customer satisfaction, financial performance and competitiveness in the marketplace. More specifically, this study links the previous works on the relationship between TQM practices and organizational performance with the UK banking employees, experts and customers regarding the TQM and service quality. A new framework for TQM practices and implementation enhancement for ultimate customer satisfaction and overall organizational performance improvement in the banking sector is proposed

Item Type: Thesis (Doctoral)
Uncontrolled Keywords: Total Quality Management, Service quality, banking sector financial performance, Six Sigma
Subjects: H Social Sciences > HG Finance
Divisions: Theses and Dissertations > Doctoral Theses
Depositing User: Victoria Hankinson
Date Deposited: 06 Oct 2023 10:56
Last Modified: 06 Oct 2023 10:56
URI: https://repository.uwtsd.ac.uk/id/eprint/2617

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