Implementing quality management in the banking services sector

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.