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PRELIMINARY PAGES
CHAPTER ONE
INTRODUCTION
- 1.1 Introduction
- 1.2 Background …
- ⋮
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”
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.
1.1 Introduction
… 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 technical terms.…
This chapter focuses on the review of related literature. A literature review includes the current knowledge as well as theoretical and methodological contributions to a particular topic. It documents the state of the art with respect to the topic you are writing. It surveys the literature in the topic selected. In this research work the literature review includes the conceputal review, theoretical framework, the review of related literature …
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