Influence of Total Quality Management on Customers’ Satisfaction: An Indication from Cooperative Banks

Abstract

‘Total quality management is a management approach focused on quality, based on the participation of people in the organization, with the goal of long-term success’. This is accomplished through satisfaction with consumers, which benefits every stockholders of the institution and society. Banks are considered financial institutions. In today's uncertain and competitive This is accomplished through satisfaction with consumers, which benefits every member of the organization and society. environment, banks must utilize effective management techniques like Total Quality Management (TQM) to grow and remain competitive. (Majeesh.T & Ashraf.E, 2023). This article directs to evaluate the Total Quality Management (TQM) practices in cooperative banks in Kozhikode district of Kerala from the customers' side and assess their influence on ‘customer satisfaction’. The primary data used for this article obtained from employees and customers from cooperative banks in Kerala. The findings of this research disseminated  that, the TQM practice such as strategic planning based on TQM, service design, and information analysis had the favorable influence on client satisfaction