Total quality management, commitment, and recovery performance in commercial banks of TRNC

ABSTRACT: This thesis investigates the impact of perceived total quality management feature on the service recovery performance of the banking industry in Northern Cyprus. The moderating effect of job satisfaction and affective commitment have also been considered in the study results from 150 employees working in the various banks show that perception of them on the TQM factors exert positive and statistically significant on not only job satisfaction and commitment but also on service recovery performance. Finally factor analysis test results also do reveal that findings from this questionaries’ survey are robust. Keywords: TQM, Satisfaction, Commitment, Recovery Performance, Banks. …………………………………………………………………………………………………………………………