The Impact of Total Quality Management Implementation in Improving Customer Satisfaction in the South African Banking Sector

Abstract

This study looked at the impact of Total Quality Management in improving customer satisfaction for South African banks. In addressing this, the study had one primary and three secondary research objectives. The study is monoqualitative, whereby a desk review was conducted. PRISMA methodology was adopted. 200 publications were considered for review. However, after a rigorous process, 18 publications were eligible to be used in the study. It was found in this study that banks that have used Total Quality Management have improved customer satisfaction and ultimately improved their profitability. However, challenges were presented from culture, employee involvement, and several others. Publications on this topic date back from 1993 to date. It is recommended that banks should take advantage of TQM. However, they must also do evaluations to check the impact of TQM in their banks. There should be high involvement of all employees in the bank that is affected. Future research will focus on the use of the Fourth Industrial Revolution technologies such as the Internet of Things in the adoption and implementation of TQM in banks. This research is unique as it focuses on the implementation of TQM from the context of banking.