Shielding Malaysia Digital Banking Reputation Through An Integrated Model Of Total Quality Management And Knowledge Management

Tai, Yee Ying (2019) Shielding Malaysia Digital Banking Reputation Through An Integrated Model Of Total Quality Management And Knowledge Management. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

Digital banking service is considered as the new revolution of banks in nowadays. The skills of digital banking service still not mature in Malaysia yet. Hence, there need some tools to pretend any issues happened. This purpose of this study is to investigate the relationship between total quality management (TQM), knowledge management (KM) and bank reputation in digital banking Malaysia. TQM core elements include customer focus, top management commitment, human resource management, continuous improvement, leadership, training and education, and trust. KM processes included knowledge acquisition, knowledge sharing and knowledge application. This study is considered as exploratory research and quantitative method is used. The questionnaires are distributed to the executive management team level and above in bank. IBM-SPSS is used to analyse the collected data from respondents. PLS-SEM is used to examine the relationship between latent variables. As a result, TQM have a positive and significant effect on KM and bank reputation. KM has a positive and significant effect on bank reputation. KM have been tested as the partial mediation between TQM and bank reputation. Therefore, this research is expected to provide deep understanding regarding TQM, KM and bank reputation in digital banking service Malaysia and make some contribution to academia research.

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