Theorizing Total Quality Management to Achieve Customer Focus and Continuous Improvement in Indigenous Commercial Banks in Malaysia

Abstract

The study examines the application of Total Quality Management in indigenous commercial banks in Malaysia, focusing on the dimensions of customer focus and continuous improvement. The study combines theoretical perspectives with the practical aspects of indigenous commercial banks in Malaysia, applying Total Quality Management concepts to improve customer satisfaction. The paper adds to existing literature on the wider definition of Total Quality Management as a concept and then examines the relationship between this concept and the practical applications of the selected dimensions to the operations of the indigenous commercial banks in Malaysia. The study is conducted in the form of a literature review; consequently, the empirical validation of the concept presented is not within the scope of this paper.