Designing the structure of establishing comprehensive quality management in branches of Bank Melli in Yazd province

In recent years, due to widespread competition and increasing competition in the banking industry, as well as the entry of private banks in this field, the level of quality of services provided to customers has been considered by many researchers and managers. The purpose of this study was to present a model for the establishment of comprehensive quality management in the branches of Bank Melli in Yazd province. This research is applied in terms of purpose and descriptive-survey in terms of nature. The statistical population of this study was the managers, deputies and employees of Bank Melli branches in Yazd province. Data collection tool in this study was a questionnaire that was first used to complete the questionnaire of pairwise comparisons between identified factors and to present the conceptual model of the research using interpretive structural modeling approach, 12 managers and deputies of Bank Melli branches in Yazd province as Samples were selected using available sampling method. Then, after designing the conceptual model of establishing total quality management and in order to fit the conceptual model obtained based on the structural equation approach approach and Smart PLS software, 270 questionnaires were distributed among the employees of Bank Melli branches in Yazd province, of which 236 questionnaires were returned. The results of this study showed that the top management commitment is known as the key and basis of the model of establishing total quality management in the branches of Bank Melli in Yazd province, which has a positive and significant effect on the application of policy. The results of this study also showed that the application of policy and the development of short-term and long-term plans for comprehensive quality management has a positive and significant effect on customer relationship, evaluation and feedback and staff training. Other results obtained in this study include the effect of customer relationship, evaluation and feedback and employee training on process improvement and control, employee participation and innovation. The results obtained in this study can serve as a beacon for improving the quality management of total quality within the banking system in the National Bank of Yazd Province.