Enhance TQM Practices for Malaysian Banks Reputation
After the successful implementation of Total Quality Management (TQM) practices in manufacturing it is now being extensively applied in service sector including banks, to improve business performance. Keeping this in view, the purpose of this paper is to enhance TQM practices for Malaysian banks reputation. A survey was sent to 226 employees the executive management team level and above in banks dyads working in Malaysia and was analysed through structural equation modelling technique using Smart PLS 2.0.The findings of this study show that all of TQM practices (customer focus, top management commitment, human resource management, continuous improvement, leadership, training & education and trust) have a significant impact on Malaysian banks reputation. Finally, the finding will provide an understanding of enhancing TQM practices for banks reputation in banking sector and it also provides useful direction for future research.
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