27-03-2014, 02:21 PM
Quality Tools & Customer Satisfaction in Banking Sector
ABSTRACT
The research concluded positively that leadership was associated with teamwork, employee satisfaction improvement and process. Teamwork was positively associated with quality knowledge tolls. Quality tolls positively knowledge was associated with Quality tools application. Positively quality tools application was associated with process improvement and quality performance. Process improvement was associated with employee satisfaction positively and customer satisfaction. Surprising there are no significant by the between leadership and customer associated Satisfaction, Quality Customer Satisfaction with application tools, and employee satisfaction with customer satisfaction.