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
Titale 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
CHAPTER ONE
INTRODUCTION
1.0
BACKGROUND TO THE STUDY
Nigeria’s political and business terrain
between 1983 and 1989 was one of biting economics hardship, great uncertainties
and instability.
Banks and other financial
institutions were doing well especially through exploitation of fore allocation
formula up to 1990 to survive or grow through huge profits which critics termed
“paper profit” as time went by when the ruler changed in 1990, following CBN
prudential guideline and the federal governments banks and other financial
institutional degree (BOFID) in addition to a worsening economic downtown
increasing in serviced debt stock with growing sophistication in customers
clientele and motivating staff competition. These situations and some other
one’s precipitated the liquidation of as much as 31 banks by 1990.
This situation necessitated the
need for organization to adopt practice of continuous improvement in the face
of increasing competition and challenging operating environment. The potential
contribution of enhanced product and service quality to competitive advantage
and financial, performance notably through impact on cost and ability to charge
premium prices has motivated several organization to be involved in TQM (Total
Quality Management) activity and general attitude of business improvement.
There had been inference of
linkage between TQM business result and organization performances.
A positive attempt by organization
to improve structural, infrastructure, attitudinal behavioural and
methodological ways of developing to the end customers with emphasize on
constituency, improvements in quality competitive enhancements all with the aim
of satisfying or delighting the end user, which his been paramount in the
current clamor for the implementation of TQM.
According to Aboto, E.M (1998)
one management tool that has played a leading role in the restricting exercises
in the banking industry is total quality management (TQM).
TQM as phenomenon started spreading like
wildfire across the globe in the early 1980s and had been spurred on by the
fierce competition ranging between companies of Japan, North
America and Europe. Japanese
whose land was devastated by atomic bomb in the second world war, rose from the
rubbles of rubbers of deactivation in Nagashaki and Hirosina to become over the
world industrial the world market like collosions. It was found out that Japan’s
miraculous economics glory was a resultant effect to TQM. Japan produced goods
and able to sell at a price which was lower than what it was costing the Americans
and Europeans to produce them just-in-time (JIT) system enables then to produce
and sell their product without incurring any cost of warehousing, “Ringi
system” and like-long employment tatic were some of the component of the total
quality management technical to economic success (Fapounda, 1997).
1.0
STATEMENT OF THE PROBLEM
1.
Banks
may not have products that could meet the needs and aspiration of the
customers.
2.
The
process of banking operation in Nigeria
may be considered cumbersome and below customers expectation.
3.
People
in the banking industry may be presumed not adequately trained and equipped to
render core banking services.
4.
Decline
in the number of customers due to poor quality of products and services
offered.
5.
Customers
are generally dissatisfied with the mode of banking operation in Nigerian this
stems from the need to perceived bank as an institution that may be lacking the
TQM concept hence below performance.
1.2
RESEARCH QUESTION
1.
Does
the implementation of total quality management techniques enable banks to off
products that could meet needs and satisfaction of their customers?
2.
To
what extent can the implementation of
total quality management improve banking operation in Nigeria?
3.
Does
the implementation of total quality management affect the cost of training and
productivity in the Nigeria
baking industry?
4.
Can
be implementation of total quality management technique result in the number of
customers due to poor quality of products and services offered?
5.
To
what extent can banks be perceived as an institution that may be locking the
TQM concept and hence how performance?
1.3
RESEARCH HYPOTHESIS
H1: Continuous service
improvement and employee training/ development have a significant relation on
total quality management.
H0: Continuous service
improvement and employee training/ development no significant relation on total
quality management.
1.4
OBJECTIVE OF THE STUDY
The objective of this research
work are:
1.
To
establish the extent to which TQM at first bank of Nigeria (FBN) achieved corporate
objectives.
2.
To
determine the extents to which quality and speed of service deliver has been
enhanced.
3.
To
determine the level of adoption of TQM concept in the banking industry in Nigeria.
4.
To
advance recommendation for appropriate usage of TQM.
5.
To
contribute towards increasing the existing body of knowledge (literature) in
the adoption and implementation of TQM concept.
1.5
SIGNIFICANCE OF THE STUDY
The study will identify the
effects of TQM on First Bank of Nigeria Plc performance that has led to mutual
satisfaction of all the stakeholders in the relationship.
Again the finding of this study
could explored as inputs for planning and in the formulation of relevant
policies coming to employees in the bank and other business concerns. The
effect is that improved performance can be ensured from employee translating
into higher returns on investment thereby ensuring the giving concerns status
and continue existence of the bank.
1.6
SCOPE OF THE STUDY
The scope of this study covers
the banking industry in Nigeria,
but specific attention will be on First Bank of Nigeria Plc. The period covered
by this study is a period of term year (1985 – 1995) and her performance since
the implementation of the process 199602007/2008.
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