TOTAL QUALITY MANAGEMENT AND PERFORMANCE: A COMPARATIVE STUDY OF PUBLIC AND PRIVATE BANKS OF PAKISTAN

The classic management rule says that performance depends on quality. The total quality management practices are implemented to gain favorable organizational outcomes including the performance. This study intended to conduct a comparative empirical analysis of the impact of four total quality management practices, management commitment, employee involvement, customer focus, and process management on the performance of public and private banks. With quantitative approach and survey strategy, the data was collected on adopted instruments from 188 employees of private banks and 138 employees of public banks. The data were analyzed with multiple regression technique, and it was found that in public banks, process management effects highest on performance whereas management commitment does not have significant effect. It was also found that in private banks, customer focus has high effect on performance whereas management commitment and employee involvement do not have a significant effect. This study recommends public and private banks to put more efforts on total quality management practices to surge their performance.