Quality management initiatives in Hong Kong's banking industry: A longitudinal study

Total Quality Management

Volumn 12, Issue 4, 2001, Pages 451-467

  Li, Eldon Y ^a,b   Zhao, Xiande ^a   Lee, Tien Sheng ^a  

^a CHINESE UNIVERSITY OF HONG KONG   (Hong Kong)

^b CALIFORNIA POLYTECHNIC STATE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0442326761     PISSN: 09544127     EISSN: None     Source Type: Journal    
DOI: 10.1080/09544120125408     Document Type: Article

References (12)

1. ATHANASSOPOULOS, A.D. (1997) Another look into the agenda of customer satisfaction: focusing on service providers' own and perceived viewpoints, International Journal of Bank Marketing, 15, pp. 264-278.
2. BILICH, F. & NETO, A.A. (2000) Total quality management: quality macro-function model for banks, Total Quality Management, 11, pp. 5-15.
3. CASSERLY, D. & GIBB, G. (1999) Rebuilding the banks, Asian banking: after the storm, The McKinsey Quarterly, 2, pp. 68-75.
4. DANAHER, P.J. & RUST, R.T. (1996) Indirect financial benefits from service quality, Quality Management Journal, 3, pp. 63-89.
5. DAVISON, J. & GRIEVES, J. (1996) Why should local government show an interest in service quality, The TQM Magazine, 8, pp. 32-38.
6. HONG KONG MONETARY AUTHORITY (1999) Annual Reports, Hong Kong Monetary Authority, Hong Kong Special Administrative Region, PRC.
7. KEEN, P.G.W. (1981) Information systems and organizational change, Communications of the ACM, 24, pp. 24-33.
8. KNIGHTS, D. & MCCABE, D. (1996a) 'A bridge too far?': consistent quality initiatives in financial services, The TQM Magazine, 8, pp. 51-55.
9. KNIGHTS, D. & MCCABE, D. (1996b) An evaluation of quality in financial services: problems and prospects, Managing Service Quality, 6, pp. 18-21.
10. LI, E.Y., CHEN, H.G. & CHEUNG, W.M. (2000) Total quality management in software development process, The Journal of Quality Assurance Institute, 14, pp. 4-6, 35-41.
11. WILKINSON, A., MCCABE, D. & KNIGHTS, D. (1996) Looking for quality: a survey of quality initiatives in the financial services sector, Total Quality Management, 7, pp. 67-78.
12. WILKINSON, A., MCCABE, D. & KNIGHTS, D. (1995) What is happening in 'quality' in the financial services?, The TQM Magazine, 7, pp. 67-78.