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


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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ABSTRACT

The study examined the impact of TQM on the performance of First Bank, using Uyo branch as a case study. The primary and secondary sources of data collection were adopted in the research methodology.Total Quality Management

One hypothesis was raised and tested, using simple percentages and the Chi Square method.Total Quality Management

Findings: this research work is to study The Impact of Total Quality Management in the Nigerian Service Industry, taking First Bank as a case study. Findings show that its implementation has enabled the bank improve its performance in many service areas. From the questionnaires distributed and answered, a large percentage of respondents (employees) agree that the implementation of TQM has improved the quality of their service delivery. A large percentage of customers attest to an improvement in the bank satisfaction of their needs.Total Quality Management

The bankmarket share has also improved as a result of the implementation of TQM. Most of the customers agree that the bank services now look beyond their immediate needs.Total Quality Management
The conclusion from the findings is that the adoption of TQM has been a step in the right direction for First Bank Plc.Total Quality Management

It has improved the lot of the bank by increasing their income through an increase in patronage and an increase in the bank capital base through the purchase of its shares by the general public, indicating growing confidence in the bank.Total Quality Management
One of the recommendations is that government should also get involved in the implementation of TQM in all its agencies, ministries and parastatals.Total Quality Management

TABLE OF CONTENT

Title page
Approval page
Dedication
Acknowledgment
Table of content
Abstract
Table of content

CHAPTER ONE

1.0 INTRODUCTION

1.1 Background of the study
1.2 Statement of the problem
1.3 Objective of the study
1.4 Research questions
1.5 Significant of the study
1.6 Scope of the study
1.7 Limitation of the study
1.8 Definition of terms

CHAPTER TWO

2.0 LITERATURE REVIEW
2.1 Concept components of TQM
2.2 Essential of TQM
2.3 Principles of TQM
2.4 Implementation of TQM
2.5 Tools for total management
2.6 Benefits of TQM
2.7 Weakness of TQM
2.8 Advantages of TQM
2.9 Disadvantages of TQM
2.10 Importance of TQM
2.11 Summary of the chapter

CHAPTER THREE

3.0 RESEARCH DESIGN AND METHODOLOGY
3.1 Introduction
3.2 Research design
3.3 Sources/method of data collection
3.4 Population and sample size
3.5 Sample technique
3.6 Validity and reliability of measuring instrument
3.7 Method of data analysis

CHAPTER FOUR

4.0 PRESENTATION, ANALYSIS AND INTERPRETATION
4.1 Introduction
4.2 Presentation of data
4.3 Analysis of data
4.4 Interpretation of results

CHAPTER FIVE

5.0 SUMMARY, CONCLUSION AND RECOMMENDATION
5.1 Introduction
5.2 Summary of findings
5.3 Conclusion
5.4 Recommendations
Reference
Appendix
Questionnaire

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