Total quality management in the banks an implementation for this

This study aims to determine opinions of the bank managers and employees about total quality management in the banks. In parallel with this aim, at first, opinions of the bank employees about the implementation level of total quality management in the banks have been determined and then, these opinions have been analysed comparatively according to independent variables of gender, professional time, age, task type and settlement unit of the bank.This study is a descriptive research using the screening model. Sampling space of this study consisted of 274 participants working in 32 banks designated randomly from Gaziantep City Centrum and counties. In the study, a questionnaire called as ?Total Quality Management in the Banks? has been developed in order to determine opinions of bank managers and employees about the implementation levels of total quality management in the banks. This questionnaire consisted of Likert Type quinary 29 questions and 6 sub-dimensions.Frequency, percentage, arithmetic mean and standard deviation values have been used in the analysis of the research data, furthermore, some statistical techniques such as t-Test for independent samplings, Single Direction Variance analysis (ANOVA) and Kruskal Wallis H-Test have been used according to the problem type.As a result of the study, it has been found that bank employees are of the opinion that total quality management is implemented at a high-level in the banks. Additionally, it has been concluded that (i) there is a significant difference in the comparisons made according to gender and female participants have more positive opinions than male participants, (ii) young employees think more positive than older employees in the comparison made according to ages, (iii) there exists variability in some sub-dimensions according to education levels, (iv) members of high-seniority group have more positive opinions than members of low-seniority group according to the seniority levels. While the participants? opinions have not differentiated at a significant level according to the settlement unit of the bank, there was a significant difference in the participant?s opinions about the implementation levels between the different banks.