| dc.description.abstract | Total Quality Management (TQM) principles in Shimanto Bank Limited, a leading financial
institution in Bangladesh. The objective of this research is to investigate how the adoption
of TQM practices has influenced the overall performance and customer satisfaction of the
bank. The study utilizes a mixed-method approach, combining qualitative and quantitative
data collection methods. Primary data is collected through interviews with key stakeholders,
including top management, employees, and customers of Shimanto Bank Limited. Secondary
data is gathered from relevant literature, articles, and reports on TQM and its application in
the banking sector. The research findings highlight the significant role of TQM in enhancing
operational efficiency, customer service quality, and employee engagement within Shimanto
Bank Limited. The bank's commitment to continuous improvement, employee
empowerment, and customer-centric approaches is observed as key drivers of its TQM
implementation success. Furthermore, the study assesses the challenges faced by the bank
during the implementation process and identifies strategies for overcoming these obstacles.
The results of this research contribute to the existing literature on TQM by providing a
comprehensive analysis of its implementation in the banking industry, specifically within
Shimanto Bank Limited. The findings also offer valuable insights and practical
recommendations for other financial institutions seeking to adopt TQM principles to
enhance their performance and customer satisfaction. | en_US |
