Implementation of Total Quality Management (TQM) in the Banking Sector in North Macedonia

Abstract

Total Quality Management we can defined as a transformation in management process that constantly increase customer satisfaction via the design and perfection of organizational and the process of a system. A literature about Total Quality Management is new in area of academic and research sector last years and the process of implementation is little bit hard in market in North Macedonia, especially in sector of banking system. A mix approach war applied in financial services industry in public and private sector to achieve e results in this research paper with the participant of consultant especially in banking sector, contractors , clients, employees and the academic view from various platforms of banking sectors. A total of 420 valid responses has been for data analysis. The reason of this research paper and the results of this study is to identify the current Total Quality Management implementation status in sector of banking sector and regulate that the questionnaire war reliable. The findings in this research paper exposed that an effective Total Quality Management implementation in sector of banking and financial sector involve abundant management commitment, customer satisfaction , leadership, teamwork, services to clients etc. Results of this research paper provide that Total Quality Management is new for the market of financial banking sector, but with significant awareness into the components that empower the implementation. This study in same time will contribute to understand the situation of Total Quality Management in sector of financial banking system demonstrating their capacity to enhance the North Macedonian financial sector. Expect this, and for further studies can contribute for more details and other results for next research paper or case studies.