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Original research AN INVESTIGATION INTO TQM IN A RETAIL BANK IN THE KINGDOM OF BAHRAINPages 41-45
Abstract
TQM is a must if you want to improve policies and procedures and make customers happier. The paper investigates total quality management (TQM) implementation in a retail bank in Bahrain. The study distributed 131 questionnaires, of which 120 have been returned. The results showed that TQM improves operations and functions by involving and training employees. TQM was perceived as a strategic technique to enhance the bank's profitability. Employee involvement, training, strategic planning, and top management commitment correlated positively with TQM. The study suggests that retail bank employees keep quality standards and get regular training and education to help provide good care. Keywords: Total quality management, retail bank, management development, banking sector, and Bahrain
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Minwir Al-Shammari, 
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