The effects of total quality management on customer service management in the Nigerian banking industry: an empirical analysis
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- O. Makgati Meladi Makgati & Olawumi D Awolusi, 2020. "The Influence of Information Communication Technology (ICT) integration on teaching and learning in South African Schools," Journal of Education and Vocational Research, AMH International, vol. 10(2), pages 47-64.
- Martha Mumbi Simwanza & Olawumi Dele Awolusi, 2020. "Customer Experience Monitoring: A Study of Zambian Banks," Journal of Education and Vocational Research, AMH International, vol. 10(2), pages 1-17.
- Mbalalufu Mukenga & Olawumi Dele Awolusi, 2023. "Total Quality Management and Organizational Performance: A Study of Commercial Banks in Bamako, Mali," Information Management and Business Review, AMH International, vol. 15(4), pages 1-15.
- Olawumi Dele Awolusi & Olusegun Sulaiman Atiku, 2019. "Business Process Re-Engineering and Profitability in the Nigerian Oil and Gas Industry: The Mediating Influence of Operational Performance," Information Management and Business Review, AMH International, vol. 11(3), pages 13-26.
- Olawumi Dele Awolusi, 2019. "Policy and Non-Policy Factors: What Determines Foreign Direct Investments in Africa?," Journal of Social and Development Sciences, AMH International, vol. 9(4), pages 49-61.
- Kimiagari, Salman & Mahbobi, Mohammad & Toolsee, Tushika, 2023. "Attracting and retaining FDI: Africa gas and oil sector," Resources Policy, Elsevier, vol. 80(C).
- Kristelle Marjori Matira & Olawumi Dele Awolusi, 2020. "Leaders and Managers Styles towards Employee Centricity: A Study of Hospitality Industry in United Arab Emirates," Information Management and Business Review, AMH International, vol. 12(1), pages 1-21.
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Keywords
total quality management; TQM; customer service management; CSM; factor analysis; multivariate analysis; banking industry; Nigeria; critical success factors; CSFs; Malcolm Baldrige National Quality Award; MBNQA; banks; performance monitoring; effective communication; top management; strategy alignment; TQM vision; constant review; process review; process control; quality improvement; information technology; IT infrastructure.;All these keywords.
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