Investigating the influence of TQM, service quality and market orientation on customer satisfaction and loyalty in the Indian banking sector Available to Purchase

Durgesh Pattanayak is working with Tata Steel Limited, India. He completed his Doctorate from the National Institute of Industrial Engineering (NITIE), Mumbai, India. He holds an MTech Degree at the IIT (ISM), Dhanbad and a BTech Degree at the Biju Patnaik University of Technology, India. His current research interests include total quality management, service operations management and project management.

Maddulety Koilakuntla is an Associate Professor of Operations Management at the National Institute of Industrial Engineering, Mumbai, India. He received his Doctorate from the Shivaji University, India. His current research interests include total quality management, Six Sigma, operations research, inventory control models and quantitative modeling.

Plavini Punyatoya is an Assistant Professor of Marketing at the Xavier Institute of Management, Xavier University, Bhubaneswar, India. She received her Doctorate from the Indian Institute of Management, Indore, India. Her current research interests include consumer behavior, service quality, new product branding strategies and online commerce. Her work has been published in Journal of International Consumer Marketing, Journal of Brand Management, Global Business Review and International Journal of Business Excellence.