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TQM and service quality: a survey of commercial banking industry in Malaysia
16 references·3 citing·34 second hop
TQM and service quality: a survey of commercial banking industry in Malaysia (2010)TQM and service quality: a survey of comm…The impact of total quality management on innovation (2006)The impact of total quality m…A model of customer loyalty in the retail banking market (2004)A model of customer loyalty i…The relationship between TQM practices, quality performance, and innovation performance (2003)The relationship between TQM …Examination and comparison of the critical factors of total quality management (TQM) across countries (2003)Examination and comparison of…Critical success factors of TQM implementation in Hong Kong industries (2002)Critical success factors of T…Using SERVQUAL to assess customer satisfaction with public sector services (2001)Using SERVQUAL to assess cust…Total quality management and sustainable competitive advantage (2000)Total quality management and …The relationship between total quality management practices and operational performance (1999)The relationship between tota…Development and Validation of TQM Implementation Constructs (1996)Development and Validation of…A study of measuring the critical factors of quality management (1995)A study of measuring the crit…A framework for quality management research and an associated measurement instrument (1994)A framework for quality manag…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…An Instrument for Measuring the Critical Factors of Quality Management (1989)An Instrument for Measuring t…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A roadmap for the application of PLS-SEM and IPMA for effective service quality improvements (2022)A roadmap for the application…Role Of Total Quality Management In Service Innovations: An Empirical Study Of Pakistans Financial Services Firms (2015)Role Of Total Quality Managem…Role of top management leadership and commitment in total quality management in service organization in Malaysia: A review and conceptual framework (2012)Role of top management leader…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)A measure of service quality for retail stores: Scale development and validation (1996)SERVQUAL: review, critique, research agenda (1996)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Coefficient Alpha and the Internal Structure of Tests (1951)Arcs of integration: an international study of supply chain strategies (2001)Competitive Advantage: Creating and Sustaining Superior Performance (1985)Lean manufacturing: context, practice bundles, and performance (2002)Towards a theory of supply chain management: the constructs and measurements (2004)Defining and developing measures of lean production (2007)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Total quality management as competitive advantage: A review and empirical study (1995)Exploitation, Exploration, and Process Management: The Productivity Dilemma Revisited (2003)Relationships between operational practices and performance among early adopters of green supply chain management practices in Chinese manufacturing enterprises (2004)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Structural Equations with Latent Variables (1989)The relationship between total quality management practices and their effects on firm performance (2003)Meta‐analysis of the relationship between quality management practices and firm performance—implications for quality management theory development (2005)The evolving theory of quality management: The role of Six Sigma (2008)Investigating the effects of innovation and employee performance on the relationship between total quality management practices and firm performance: An empirical study of Turkish firms (2010)The influence of market heterogeneity on the relationship between a destination's image and tourists’ future behaviour (2006)Determinants of E-Commerce Customer Satisfaction, Trust, and Loyalty in Saudi Arabia (2011)Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1989An Instrument for Measuring the Critical Factors of Quality Management2,032 cited
  • 1994A framework for quality management research and an associated measurement instrument1,968 cited
  • 1996Development and Validation of TQM Implementation Constructs1,773 cited
  • 1999The relationship between total quality management practices and operational performance1,532 cited
  • 2003The relationship between TQM practices, quality performance, and innovation performance584 cited
  • 2004A model of customer loyalty in the retail banking market567 cited
  • 2000Total quality management and sustainable competitive advantage445 cited
  • 2001Using SERVQUAL to assess customer satisfaction with public sector services380 cited
  • 2006The impact of total quality management on innovation366 cited
  • 2002Critical success factors of TQM implementation in Hong Kong industries352 cited
  • 1995

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A study of measuring the critical factors of quality management
300 cited
  • 2003Examination and comparison of the critical factors of total quality management (TQM) across countries293 cited
  • Cited by

    • 2022A roadmap for the application of PLS-SEM and IPMA for effective service quality improvements33 cited
    • 2015Role Of Total Quality Management In Service Innovations: An Empirical Study Of Pakistans Financial Services Firms20 cited
    • 2012Role of top management leadership and commitment in total quality management in service organization in Malaysia: A review and conceptual framework20 cited