Project Topics Seminar Topics School of Nursing Exam PDF Sign Up
Search Topic
PARKLYN
ERVICES
 · RC: 2994849
The Impact of Total Quality Management on the Performance of the Banking Industry
WhatsApp Channel

The Impact of Total Quality Management on the Performance of the Banking Industry

This page presents an excerpt of the research material, providing a comprehensive overview of the study. It includes the Preliminary Pages, Table of Contents, Abstract, Chapters One to Five, and References, making it accessible and informative for students, researchers, and other readers interested in the topic of this study. Acknowledgement is also included, expressing gratitude to the individuals, institutions, and resources that contributed to the successful completion of the research, with materials and information sourced from the online platform sparklyn.com.ng, which provided valuable academic support.

TABLE OF CONTENTS

PRELIMINARY PAGES

  • Title page
  • Approval page
  • Dedication
  • Acknowledgement
  • Table of Contents
  • Abstract

CHAPTER ONE

INTRODUCTION

  • 1.1 Introduction
  • 1.2 Background of Study
  • 1.3 Statement of the Problem
  • 1.4 Aim and Objective of the Study
  • 1.5 Research Questions
  • 1.6 Research Hypothesis
  • 1.7 Significance of Study
  • 1.8 Scope of Study
  • 1.9 Limitations of the Study
  • 1.10 Operational Definition of Terms

CHAPTER TWO

LITERATURE REVIEW

  • 2.1 Introduction
  • 2.2 Conceptual Review
  • 2.3 Theoretical Framework
  • ⋮
  • 2.4 Empirical Studies
  • 2.5 Research Gaps
  • 2.6 Summary of Literature Review

CHAPTER THREE

RESEARCH METHODOLOGY

  • 3.1 Introduction
  • 3.2 Research Design
  • 3.3 Population of Study
  • 3.4 Sampling and Sampling Technique
  • 3.5 Validation of Research Instrument
  • 3.6 Method of Data Collection
  • 3.7 Method of Data Analysis
  • 3.8 Questionnaire Administration
  • 3.9 Ethical Consideration
  • 3.10 Statistical Analysis

CHAPTER FOUR

DATA ANALYSIS, RESULT AND DISCUSSION

  • 4.1 Introduction
  • 4.2 Presentation and Analysis of Data
  • 4.3 Re-statement of Research Questions
  • 4.4 Test of Hypotheses
  • 4.5 Discussion of Findings

CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATION

  • 5.1 Introduction
  • 5.2 Summary of Findings
  • 5.3 Conclusion
  • 5.4 Recommendation
  • 5.5 Suggestion for Further Study

REFERENCES

APPENDIX A - “QUESTIONNAIRE”

ABSTRACT

It is hardly news any longer that the service industry the world over is coming to terms with the fact that THE CUSTOMER IS KING, and the customers’ satisfaction now forms part of the aims and objectives of any business in order to survive. In the light of the above, this research work seeks to show the impact of the implementation of Total Quality Management (TQM) on the performance of the banking industry using First Bank Plc, and its impact on customer satisfaction and profitability. 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 Banking 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. This would help drag the public and private sectors forward into the 21st century and enable workers compete favourably with their colleagues elsewhere in the world.

CHAPTER ONE

1.1 Introduction

In this section, The Impact of Total Quality Management on the Performance of the Banking Industry is discussed, with relevant and recent citations. As a prelude to other parts of this study, this chapter will discuss the background upon which this study was initiated, the statement of problems that led to this study, the aim and objectives of the study. Others are significance of the study, scope of work, research hypothesis and questions, limitation of the study and definition of terms.

CHAPTER TWO

LITERATURE REVIEW

2.1 Introduction

This chapter focuses on the review of related literature. A literature review presents current knowledge, as well as theoretical and methodological contributions, related to The Impact of Total Quality Management on the Performance of the Banking Industry. It documents the state of the art on the subject under study and provides a comprehensive survey of existing literature. In this research work the literature review includes the conceputal review, theoretical framework, the review of related literature …

How to Download the Complete PDF Material (Table of Contents, Abstract, Chapter 1-5, and References)

Above is a preview excerpt of the full study on “The Impact of Total Quality Management on the Performance of the Banking Industry”. The complete material, including all five chapters, is available for download upon request. Get in touch with us here!

Download Material (Docx)