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.
One hypothesis was raised and tested, using simple percentages and the Chi Square method.
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’s satisfaction of their
needs. The bank’s market share has also improved as a result of the
implementation of TQM. Most of the customers agree that the bank’s
services now look beyond their immediate needs.
The conclusion from the findings is that the adoption of TQM has
been a step in the right direction for First Bank Plc. It has improved
the lot of the bank by increasing their income through an increase in
patronage and an increase in the bank’s capital base through the
purchase of its shares by the general public, indicating growing
confidence in the bank.
One of the recommendations is that government should also get
involved in the implementation of TQM in all its agencies, ministries
and parastatals.
0 comments:
Post a Comment