The TQM Journal: Volume 24 Issue 6

The impact of the recent banking crisis on customer loyalty in the banking sector: Developing versus developed countries

Lukasz Skowron, Kai Kristensen

The purpose of this paper is to ask two questions. How does the customer's loyalty in the banking sector change (at both the structural and quantitative level) in the light of the…

Introducing models for implementing cost of quality system

Arvind Chopra, Dixit Garg

The purpose of this paper is to develop two models in the field of cost of quality. One model would be for estimating/calculating cost of quality and the second model would be for…

Total quality management in Sri Lankan service organizations

Saman Yapa

The purpose of this paper is to report the results of an investigation on the use of total quality management (TQM) tools, techniques and concepts among Sri Lankan service…

External and internal quality audits in higher education

Juha Kettunen

The purpose of this paper is to analyse the maintenance of the process‐based quality assurance system in a higher education institution.

An application of the American Customer Satisfaction Index (ACSI) in the Jordanian mobile phone sector

Mohammad Suleiman Awwad

The purpose of this paper is to investigate customers’ satisfaction associated with mobile phone services in Jordan. The American Customer Satisfaction Index (ACSI) model is used…

The continuing evolution of Lean Six Sigma

John Maleyeff, Edward A. Arnheiter, Venkat Venkateswaran

The purpose of this paper is to identify upcoming challenges related to the implementation of Lean Six Sigma (LSS) principles and techniques. Particular emphasis is placed on the…

Beyond certification: a proposed framework for ISO 9000 maintenance in service

Roslina Ab Wahid

The purpose of this paper is to propose a framework for ISO 9000 maintenance in service by identifying the critical success factors and problems of ISO 9000 maintenance in two…

Special issue on quality management in Kenya