After the successful implementation of TQM in manufacturing it is now being extensively applied in service sectors including banks, to improve business performance. Keeping this in view, the purpose of this paper is to present a detailed overview of the role of service quality and Total Quality...

A large number of contemporary organisations across the globe are adopting total quality management (TQM) to satisfy and delight their customers. The need of the hour is to provide quality products and responsive services in order to gain competitive advantage and to enhance customer lifetime...