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


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.Quality Management
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.Quality Management 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.Quality Management 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.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. 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.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.Quality Management

Table of content     –      –      –      –      –      –      –

CHAPTER ONE: INTRODUCTION

1.1  Background of the Study       –      –      –      –      –

1.2  Statement of the problem     –      –      –      –

1.3  Objective of the Study   –      –      –      –      –

1.4  Significance of the Study       –      –      –      –      –

1.5  Research questions –      –      –      –      –      –

1.6  The Scope of the study  –      –      –      –      –

1.7  Limitation of the study   –      –      –      –      –

1.8  Definition of terms used in the study    –      –

1.9  Organization of the study      –      –      –      –      –

CHAPTER TWO: REVIEW OF RELATED LITERATURE

2.1  Introduction    –      –      –      –      –      –      –

2.2  Concept of Budget and Budgetary control     –

2.3  Types of Budget     –      –      –      –      –      –

2.4  Merit and Demerit of Budgeting and Budgetary Control       –      –      –       –      –      –      –      –

2.5  Characteristics of a Budget    –      –      –      –

2.6  Budget Organization and Administration       –      –

2.7  Budget Preparation –      –      –      –      –      –

2.8  Zero Bases Budgeting (ZBB)  –      –      –      –

2.9  Budget processes and Human behaviour      –      –

CHAPTER THREE: RESEARCH DESIGN AND PROCEDURES

3.1  Introduction    –      –      –      –      –      –      –

3.2  Area of the study    –      –      –      –      –      –

3.3  Population of the Study  –      –      –      –      –

3.4  Sample and sampling techniques   –      –      –

3.5  Sources of data      –      –      –      –      –      –

3.6  Method of Data Collection      –      –      –      –

3.7  Method of Data Analysis –      –      –      –      –

CHAPTER FOUR

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

4.1  Introduction    –      –      –      –      –      –      –

4.2  Data Presentation   –      –      –      –      –      –

4.3  Data Analysis and Interpretation   –      –      –

4.4  Discussion of Findings    –      –      –      –      –

CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATION

5.1  Introduction    –      –      –      –      –      –      –

5.2  Summary       –      –      –      –      –      –      –

5.3  Conclusion      –      –      –      –      –      –      –

5.4  Recommendation    –      –      –      –      –      –

References      –      –      –      –      –      –      –

Appendix –      –      –      –      –      –      –      –