TQM and service quality: a survey of commercial banking industry in Malaysia

International Journal of Services, Economics and Management

Volumn 3, Issue 1, 2011, Pages 78-91

  Sit, Wen Yi ^a   Ooi, Keng Boon ^b   Loke, Siew Phaik ^c   Wei Han, Garry Tan ^b  

^a Malaysia Airlines ^*  (Malaysia)

^b UNIVERSITI TUNKU ABDUL RAHMAN   (Malaysia)

^c UNIVERSITI TEKNOLOGI MARA   (Malaysia)

Author keywords

banking industry; Malaysia; service quality; total quality management; TQM

Indexed keywords

EID: 84860865008     PISSN: 17530822     EISSN: 17530830     Source Type: Journal    
DOI: 10.1504/IJSEM.2011.037179     Document Type: Article

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