Sit, Wen-Yi; Ooi, Keng-Boon; Loke, Siew-Phaik; Han, … - In: International Journal of Services, Economics and Management 3 (2011) 1, pp. 78-91
The objective of this paper is to examine the association between Total Quality Management (TQM) practices and service … quality in Malaysia's commercial banking industry. This study is based on empirical data collected from a survey of 101 middle … management employees of 20 commercial banks in Malaysia. Multiple regression analysis was used to examine the relationship …