This Study Examines Whether Soft And Hard Aspects Of Quality Management Practices Influence Customers’ Satisfaction And Loyalty. A Questionnaire Survey Was Conducted Among Branch Managers And Valued Customers Of 315 Commercial Bank Branches In Orissa (India) To Collect Their Opinion On Soft And Hard Aspects Of Quality Management Practices And Various Socio-Demographic Variables. The Soft Aspects Included Transformational Leadership, Workplace Spirituality, Service Climate, Human Resource Management Practices, Employees’ Affective Commitment, And Job Satisfaction, And Hard Aspects Included Management Information System And Physical Evidence. The Branch Managers Assessed Such Dimensions. The Human, Technical, And Tangible Aspects Of Service Quality, Customer Satisfaction, And Customer Loyalty, On The Other Hand, Were Evaluated By Valued Customers. A Conceptual Model Was Developed Depicting The Relationship Among The Variables. The Structural Equation Modeling Was Applied To Analyze The Data. Results Reveal That Transformational Leadership Of Regional Managers, Workplace Spirituality, And Service Climate Increase Branch Managers’ Job Satisfaction And Affective Commitment. Branch Managers’ Job Satisfaction And Affective Commitment Have A Positive Influence On Human Aspects Of Service Quality That, In Turn, Increases Customers’ Satisfaction. Management Information System And Physical Evidence Have A Positive Influence On Technical And Tangible Aspects Of Service Quality, And The Latter Furthers Customers’ Satisfaction. Management Information System, Physical Evidence, Workplace Spirituality, And Service Climate Are The Major Determinants Of Customers’ Satisfaction. Also, Human, Technical, And Tangible Aspects Of Service Quality Influence Customers’ Satisfaction. Human Aspects Are More Important Than Technical And Tangible Aspects Of Service Quality In Influencing Customers’ Satisfaction. Customers’ Satisfaction Furthers Their Loyalty. By Applying The Hard And The Soft Aspects Of Quality Management Practices In Combination, Organizations Can Deliver High Quality Service And Achieve Customers’ Satisfaction And Loyalty. Keywords: Quality Management Practices, Service Quality, Customer Satisfacti