Achieving excellence in services: an empirical study in the UAE banking sector.
type: CreativeWork
description: Banking services are perhaps the largest industry that caters to -the needs of various segments of the population reflecting the diverse Diasporas of the society. Moreover, perceived service quality tends to play a significant role in high involvement (high interaction between customers and service providers) industries like banks. Also, banks often have long-term business relationships with customers. In addition, the banking sector is large enough to capture and represent almost all the critical features of the customer-perceived service quality and the critical dimensions of excellence that the management may have to encounter, in order to effectively manage a service organisation. . However, there is considerable lack of literature with respect to service industry management, especially in the banking industry of developing economies. Therefore an analysis of banks in the UAE from a 'service-quality perspective' may sound interesting at this juncture. Such an investigation is vital for the bankers in order to enhance their business performance. The main objective of this research is to develop a theoretical framework to understand and explore CSFs for banks that succeed in the field of TQM and to identify marketoriented activities that are affected by the use of this approach. This research adapts an interdisciplinary approach that makes use of TQM, service quality, IT, and information systems literature. It takes a holistic view of TQM in the banking sector and considers the different stages of implementation and implications of the TQM. The research design involves a combination of quantitative and qualitative methodologies to incorporate: (1) TQM development; (2) the identification of key TQMsuccess factors commonly cited in the literature, and endorsed by practitioners and experts as important to effective TQM implementation; (3) an in-depth case studies. approach to understand how TQM processes, and critical success factors identified are addressed and impl…
abstract: Banking services are perhaps the largest industry that caters to -the needs of various segments of the population reflecting the diverse Diasporas of the society. Moreover, perceived service quality tends to play a significant role in high involvement (high interaction between customers and service providers) industries like banks. Also, banks often have long-term business relationships with customers. In addition, the banking sector is large enough to capture and represent almost all the critical features of the customer-perceived service quality and the critical dimensions of excellence that the management may have to encounter, in order to effectively manage a service organisation. . However, there is considerable lack of literature with respect to service industry management, especially in the banking industry of developing economies. Therefore an analysis of banks in the UAE from a 'service-quality perspective' may sound interesting at this juncture. Such an investigation is vital for the bankers in order to enhance their business performance. The main objective of this research is to develop a theoretical framework to understand and explore CSFs for banks that succeed in the field of TQM and to identify marketoriented activities that are affected by the use of this approach. This research adapts an interdisciplinary approach that makes use of TQM, service quality, IT, and information systems literature. It takes a holistic view of TQM in the banking sector and considers the different stages of implementation and implications of the TQM. The research design involves a combination of quantitative and qualitative methodologies to incorporate: (1) TQM development; (2) the identification of key TQMsuccess factors commonly cited in the literature, and endorsed by practitioners and experts as important to effective TQM implementation; (3) an in-depth case studies. approach to understand how TQM processes, and critical success factors identified are addressed and impl…
author: Al-Marri, Khalid S.
language: en
keywords: TQM, Excellence, Banks and banking, United Arab Emirates, UAE, Empirical
date published: 2009-09-03T12:22:25Z
date modified: 2026-07-24T01:14:55Z
provider: University of Bradford
publisher: Networked Digital Library of Theses and Dissertations
type: WebPage
source organization: University of Bradford

PropertyValue
property ID: Handle
value: http://hdl.handle.net/10454/3376