INVESTIGATING THE ROLE OF HR FOCUSED TQM PRACTICES IN EMPLOYEE SATISFACTION & LOYALTY: FINANCIAL SECTOR OF PAKISTAN

Total Quality management (TQM) philosophy and management commitment towards its implementation are the well-known causes in the success of the organization. This philosophy can be useful for the effective involvement of human resources and leads them towards their satisfaction and loyalty, which are the core aspect of implementing quality in the organization. Thus, this study examines the role of tom management commitment and total quality management practices which are based on HR, to assess the loyalty and satisfaction of the employees in financial sector of Pakistan. The study followed an on-site survey which was conducted in various organizations of financial sector of Pakistan. The findings of the research indicates that the HR based TQM practices such as employee empowerment, training, teamwork, appraisal systems and compensation have a significant positive impact on employee satisfaction that result in a higher level of employee loyalty. Moreover, employ compensation and appraisal systems found most significant and positive impact on employee satisfaction. Based on the results, it is argued that management needs to understand the influence of human and its associated aspect such as values for quality and TQM practices.