Customer satisfaction in Indian commercial banks through total quality management approach (Record no. 40093)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02154naa a2200325uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 1081515304841 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211175438.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 110815s2010 xx ||||gr |0|| 0 eng d |
| 090 ## - LOCALLY ASSIGNED LC-TYPE CALL NUMBER (OCLC); LOCAL CALL NUMBER (RLIN) | |
| Classification number (OCLC) (R) ; Classification number, CALL (RLIN) (NR) | |
| Local cutter number (OCLC) ; Book number/undivided call number, CALL (RLIN) | |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | LENKA, Usha |
| 9 (RLIN) | 45247 |
| 245 10 - TITLE STATEMENT | |
| Title | Customer satisfaction in Indian commercial banks through total quality management approach |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxfordshire : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | Nov./Dec. 2010 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | This study examines whether soft and hard aspects of quality management practices determine service quality and customer satisfaction. Data were collected from a branch manager and a valued customer from each of the 315 scheduled commercial bank branches in Orissa (India). A conceptual model depicting the relationship was tested applying structural equation modelling. Results reveal that transformational leadership, workplace spirituality and service climate, depicting the soft aspects of quality management practices, do increase employees' job satisfaction and affective commitment. Employees' job satisfaction and affective commitment have a positive influence on human aspects of service quality, which in turn increases customer satisfaction. Management information system and physical evidence depicting hard aspects of quality management practices enhance service quality and the latter furthers customer satisfaction. Applying the hard and soft aspects of quality management practices in a synergistic manner, organisations can deliver high service quality and achieve customer satisfaction. |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Volume 21 |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Número 11-12 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| 9 (RLIN) | 12917 |
| Topical term or geographic name entry element | Liderança |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Relações de Trabalho |
| 9 (RLIN) | 12947 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Sistema de Informação |
| 9 (RLIN) | 12238 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Prestação de Serviços |
| 9 (RLIN) | 14321 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Qualidade |
| 9 (RLIN) | 12842 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Satisfação do Cliente |
| 9 (RLIN) | 12074 |
| 651 #4 - SUBJECT ADDED ENTRY--GEOGRAPHIC NAME | |
| Geographic name | Índia |
| 9 (RLIN) | 14935 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | SUAR, Damodar |
| 9 (RLIN) | 45248 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | MORAPATRA, Pratap K. J. |
| 9 (RLIN) | 45249 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 21, 11-12, p. 1315-1341 |
| Place, publisher, and date of publication | Oxfordshire : Routledge, Nov./Dec. 2010 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20110815 |
| Operator's initials, OID (RLIN) | 1530^b |
| Cataloger's initials, CIN (RLIN) | Geisneer |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20110831 |
| Operator's initials, OID (RLIN) | 1645^b |
| Cataloger's initials, CIN (RLIN) | Keicielle |
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