Awolusi, Olawumi Dele - In: International Journal of Management and Network Economics 3 (2013) 1, pp. 57-77
This paper investigates the effectiveness of the critical success factors (CSFs) of total quality management (TQM) on customer service management (CSM) in the Nigerian banking industry. The empirical study was conducted via a survey on six, out of the 22 banks that have implemented TQM due to...
