Home»Business Administration and Management» Total quality management and organizational performance (a case study of First Bank plc, Lokoja, Kogi state)

Total quality management and organizational performance (a case study of First Bank plc, Lokoja, Kogi state)

 Department: Business Administration and Management  
 By: usericon AdeleyeJoshua  

 Project ID: 6309
   Rating:  (5.0) votes: 1
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This study focuses on total quality management and organizational performance: an impact assessment with particular reference to First Bank Plc, Lokoja Branch. The objective of the study is: to ascertain whether total quality management has a positive impact on the performance of First Bank Plc, and to find out if there is a significant relationship between total quality management and customer satisfaction in First Bank. The researcher used survey method. The population of the study comprises the management and staff of the organization under study which is 35 and the sample size 32 was determined using Tairo Yamani’s formula. And chi-square method was used to test the hypotheses earlier formulated. On this note, the findings revealed among others that total quality management enhances customer satisfaction, and it enables the banks to focus on the quality of services they provide and how it will help them to succeed. Lack of commitment is one of the major obstacles to the implementation of total quality management in the banking sectors, it is therefore recommended that management should focus on integrating customer-driven quality throughout the organization, organizations implementing TQM  should be seen as a continuous exercise to avoid delay in the process. Management of banking sectors should be totally committed to their total quality policy and First Bank Plc., employees should aim at ensuring that TQM system is the prevention of errors, not their detection and corrections in order to bring about customer satisfaction. ...
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