Standardization and quality in Greek banking services
Part of : MIBES Transactions : international journal ; Vol.1, No.1, 2007, pages 60-73
Issue:
Pages:
60-73
Abstract:
In the present article the implementation of Total Quality Management in banking services all over the world is surveyed, both from theoretical and practical perspective. First, the concepts of quality through the terms of the European Foundation of Quality Management are determined. Then the terms and the conditions in bank services are defined and the implementation of Total Quality Management in the banking sector is investigated. A case study is presented that investigates the level of quality in Greek banks by means of questionnaires that have been distributed to several bank employees. The design of the questionnaire was based on the concepts of the European Foundation Quality Management Excellence Model. Finally, the results of the analysis of the questionnaires are presented and suggestions are made for the implementation of Total Quality Management in Greek banks.
Subject:
Subject (LC):
Keywords:
quality in bank sector, total quality management in services, European Quality Award - EQA, European Foundation of Quality Management - EFQM
Notes:
Περιέχει πίνακες, διαγράμματα και βιβλιογραφία
