Effect of TQM on customer satisfaction in Indian Banking industry: A literature review

Total Quality Management (TQM) has been practised in diverse industries from manufacturing to services. But its important in banking sector has attracted only a few researchers. By providing the best service quality in banks higher organizational performance will be expected. There is intense competition between Public sector, Private sector and foreign banks in India. So customer satisfaction plays a major role to survive in the intense competition. The present research attempts to close the research gap of relationship between TQM and Customer satisfaction. So the objective is to find out the association between the multidimensionality of TQM and Customer satisfaction in the banking industry in the Indian context. This research will provide constructive information that helps the practitioners to precisely identify areas of concerns and take corrective measures to enhance their level of customer satisfaction. Knowledge in this area will allow managers of the banking organizations to direct their resources adequately in improving the more important contributors of Customer satisfaction

EMPLOYEES’ RESISTANCE TO CHANGE DURING POST-MERGER INTEGRATION IN SERVICES ORGANISATIONS: Received: 05th December 2023; Revised: 05th January 2024, 10th January 2024; Accepted: 21st February 2024

Mergers and acquisitions are an important strategic option for a corporation to drive higher growth and profitability. Despite significant investments being made in mergers and acquisitions, past experiences indicate that many mergers and acquisitions fail. The failure is often attributed to employees’ resistance to change. Factors, such as organisation change, culture, leadership, trust, and communication, among others, lead to employees’ resistance to change. This issue has a significant impact on service organisations since human capital is their key source of competitive advantage. The purpose of this study is to determine factors influencing employees’ resistance to change during the post-merger integration. This paper synthesises findings from a systemised literature review of ‘peer-reviewed’ research papers, published from November 2020 to November 2023, in ProQuest and EBSCOhost databases with keywords ‘employees’ resistance to change’ and ‘post-merger integration’. The findings establish strategies managers could adopt such as creating a continuous learning environment, recognition of the existence of subcultures within a culture, greater involvement of middle managers in the integration phase, devising an appropriate reward plan for early adopters, and focusing on the pace of changes. The study outcomes will help organisations in designing effective post-merger integration programmes leading to efficient use of capital

Machine Learning in Banking Risk Management: A Literature Review

There is an increasing influence of machine learning in business applications, with many solutions already implemented and many more being explored. Since the global financial crisis, risk management in banks has gained more prominence, and there has been a constant focus around how risks are being detected, measured, reported and managed. Considerable research in academia and industry has focused on the developments in banking and risk management and the current and emerging challenges. This paper, through a review of the available literature seeks to analyse and evaluate machine-learning techniques that have been researched in the context of banking risk management, and to identify areas or problems in risk management that have been inadequately explored and are potential areas for further research. The review has shown that the application of machine learning in the management of banking risks such as credit risk, market risk, operational risk and liquidity risk has been explored; however, it doesn’t appear commensurate with the current industry level of focus on both risk management and machine learning. A large number of areas remain in bank risk management that could significantly benefit from the study of how machine learning can be applied to address specific problems

EMPIRICAL STUDY: LEADERSHIP, ORGANIZATION CULTURE, EMPLOYEE ENGAGEMENT IN INFORMATION TECHNOLOGY CONTINUOUS IMPROVEMENT ADOPTION: Received: 10th May 2023; Revised: 26th September 2023, 25th October 2023; Accepted: 01st November 2023

Continuous Improvements (CI) is well-known for its significance in driving and facilitating process and products improvements in organizations. For decades, large organizations used CI to improve and streamline process and workforce. CI thinking and adoption is critical for IT functions to improve aspects such as innovation, team productivity, service reliability, and cost optimization. The role of organization culture, leadership, employee engagement become key for adoption of CI to ensure stability, scalability, and sustainability to business functions through right tools, technologies, and services. There is need for research on the influence of trio on adoption of CI in the context of IT. The trio are interrelated components that play a crucial role in the success and sustainability of any organization. The aim of this study is to evaluate these three factors, its influence on adoption of CI by IT function using a quantitative approach. This study engages IT stakeholders from ITES, global companies which have their global IT development centres in India to ascertain their views. The finding of the study shows organization culture has a strong influence on adoption of CI in IT. This study can provide critical insights to management in streamlining IT practice, design organization mechanisms for better adoption of CI in IT