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| 008 | 110815s2010 xx ||||gr |0|| 0 eng d | ||
| 090 |
_a _b |
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| 100 | 1 |
_aLENKA, Usha _945247 |
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| 245 | 1 | 0 | _aCustomer satisfaction in Indian commercial banks through total quality management approach |
| 260 |
_aOxfordshire : _bRoutledge, _cNov./Dec. 2010 |
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| 520 | 3 | _aThis 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 | _aVolume 21 | ||
| 590 | _aNúmero 11-12 | ||
| 650 | 4 |
_912917 _aLiderança |
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| 650 | 4 |
_aRelações de Trabalho _912947 |
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| 650 | 4 |
_aSistema de Informação _912238 |
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| 650 | 4 |
_aPrestação de Serviços _914321 |
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| 650 | 4 |
_aQualidade _912842 |
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| 650 | 4 |
_aSatisfação do Cliente _912074 |
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| 651 | 4 |
_aÍndia _914935 |
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| 700 | 1 |
_aSUAR, Damodar _945248 |
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| 700 | 1 |
_aMORAPATRA, Pratap K. J. _945249 |
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| 773 | 0 | 8 |
_tTotal Quality Management & Business Excellence _g21, 11-12, p. 1315-1341 _dOxfordshire : Routledge, Nov./Dec. 2010 _xISSN 14783363 _w |
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_a20110815 _b1530^b _cGeisneer |
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_a20110831 _b1645^b _cKeicielle |
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_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c40093 _d40093 |
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| 041 | _aeng | ||