Implementing quality management in the banking services sector

被引：1
|
作者：
Cheng, CH
Madan, MS
Motwani, J
机构：
[1] UNIV WISCONSIN,DEPT MANAGEMENT,WHITEWATER,WI 53190
[2] GRAND VALLEY STATE UNIV,DEPT MANAGEMENT,GRAND RAPIDS,MI 49504
来源：
TOTAL QUALITY MANAGEMENT | 1996年 / 7卷 / 04期
关键词：
D O I：
10.1080/09544129650034701
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
In recent years, banking institutions have been subjected to intense competition and increased customer expectation. Factors that have contributed to the competition include globalization, advances in technology and changes in government regulations. Quality management is a mechanism that can be used by banks to gain competitive advantages. This paper investigates and classifies the research on quality management in the banking industry. A proactive model for implementing quality management programmes and future research directions in the banking sector are discussed.
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页码：347 / 356
页数：10
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