THE IMPACT OF TOTAL QUALITY MANAGEMENT ON THE PERFORMANCE OF THE BANKING INDUSTRY OF NIGERIA ( A CASE STUDY OF FIRST BANK)



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THE IMPACT OF TOTAL QUALITY MANAGEMENT ON THE PERFORMANCE OF THE BANKING INDUSTRY OF NIGERIA ( A CASE STUDY OF FIRST BANK)



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

Citation - Reference

All Project Materials Inc. (2020). THE IMPACT OF TOTAL QUALITY MANAGEMENT ON THE PERFORMANCE OF THE BANKING INDUSTRY OF NIGERIA ( A CASE STUDY OF FIRST BANK). Available at: https://researchcub.info/department/paper-1342.html. [Accessed: ].

THE IMPACT OF TOTAL QUALITY MANAGEMENT ON THE PERFORMANCE OF THE BANKING INDUSTRY OF NIGERIA ( A CASE STUDY OF FIRST BANK)


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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... Click here for more

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