Quality initiative practices and impact: a survey on financial institutions in the Klang Valley / Siti Maliza Salleh

This study reports the results of a survey that had been undertaken to explore the variety of nature of quality initiatives implemented and the extent of usage of these initiatives within the banking institutions situated in the Klang Valley. The study is conducted by using questionnaire survey method. The responses of 30 financial institutions are used for this research study. The variables in this research are processed using three types of statistical techniques; frequency tabulation, rank mean and cross tabulation. The research findings have identified the aspects of business objectives that lead to the development of quality initiatives. The implications or impact of implementing quality initiatives are also presented in terms of improvements that have resulted from the implementation of quality initiatives and the barriers that could result in the failure of the quality efforts.