The Mediating Effect of Service Quality on Total Quality Management and Customer Loyalty in Banking Sector
Hussein Adnan Essa Alallq *
Department of Business Administration, College of Administration and Economics, Al-Muthanna University, Iraq.
*Author to whom correspondence should be addressed.
Abstract
The aim of the research is to scrutinize the effect of TQM on customer loyalty through the mediation of quality service. The data was collected from workers of private banks in Iraq. Cluster sampling technique was used to collect the data. There were 390 employees taken as a sample size. The finding demonstrates that the effect of TQM practices on customer loyalty is significant. The significant mediating effect of quality service between the association of TQM and customer loyalty. In the end, the implication of the study is the private banks implement TQM practice effectively so that it has more a great impact on customer loyalty.
Keywords: Service quality, TQM, customer loyalty