ABSTRACT
The
purpose of this study is to gain a better understanding of the theoretical and
empirical relationship between Total Quality Management and some measure of
Banking performance. (Profitability, Speed Service Delivery, Customer
Satisfaction, Lower Cost, Short and Long Term Objectives) of Nigeria Banks.
A survey research design was adopted, while data were generated by means of
structure questionnaires administered to members and staff of First Bank Plc.
In Lagos
Metropolis: The study generated a ninety percent (90%) response rate from eight
questionnaire that were given out. Response from the survey were statistically
analyzed using simple frequency percentage, correlation and regression analysis
with the aid of SPSS. Result of the study indicate that the studied banks were
(TQM) oriented to a very large extent. It is apparent form the findings that
the attached great importance to their performance and responding appropriately
in order to gain competitive advantage. The study also revealed that Total Quality
Management (TQM) of the banks have significant correlation with aforementioned
performance measures. Finally, conclusion, recommendation and suggestions for
further studies were highlighted to demonstrate the generation of the result of
the study.
TABLE
OF CONTENTS
Title Page i
Certification ii
Dedication iii
Acknowledgment iv
Abstract v
Table of Content vi
CHAPTER ONE
INTRODUCTION
1.0 Background of the Study 1
1.1 Statement of the Problem 3
1.2 Research Question 3
1.3 Research Hypothesis 4
1.4 Objective of the Study 4
1.5 Significant of the Study 5
1.6 Scope of the Study 5
CHAPTER
TWO
LITERATURE
REVIEW
1.0 Introduction 7
2.1 Historical Background of Total Quality Management TQM 7
2.2 Definition of Concepts 9
2.3 Definition of Total Quality Management 15
2.4 School of thought in Total Quality Management 21
2.5 Total
Quality Management, Organizational Change and
Human Resources Management 25
2.6
Total
Quality Management And Organizational Culture 26
2.7
Total
Quality Management And Human Resource Management 28
2.8
Total
Quality Management And Financial Service 31
2.9
Management
Theories And Practices Contribution To Total
Quality Management 33
2.10 Improving Total Quality
Management In An Organization 33
2.11 Current Status Of Total Quality
Management In Nigerian Companies 36
2.12 Failure Of Total Quality
Management 36
2.13 Summary 38
CHAPTER
THREE
RESEARCH
METHODS
3.0
Introduction
42
3.1
Research
Design 42
3.2
Re-Statement
Of Research Question 43
3.3
Re
–Statement Of Research Hypotheses 44
3.4
Population
Of The Study 44
3.5
Sample
Size 45
3.6
Data
Collection Method 46
3.7
Method
Of Data Analysis 46
3.8
Limitations
Of The Study 47
CHAPTER
FOUR
DATA
ANALYSIS PRESENTATION AND INTERPRETATION
4.0
Introduction
49
4.1 Data Analysis 49
4.2 Test of Hypotheses 61
CHAPTER
FIVE
SUMMARY
OF FINDINGS, CONCLUSION AND RECOMMENDATIONS
5.0
Introduction
68
5.1 Summary of Major Finding 68
5.2 Conclusion 68
5.3 Recommendation 68
Reference
Bibliography