Home / Business administration and management / Total quality management and the performance of first bank nigeria plc, uyo

Total quality management and the performance of first bank nigeria plc, uyo

 

Table Of Contents

<p> </p><p><b>Title<br>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Page</b></p><p>Cover<br>page &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; i &nbsp; &nbsp; &nbsp; &nbsp;</p><p>Declaration<br>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; ii &nbsp; &nbsp; &nbsp; </p><p>Certification<br>&nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; iii &nbsp; &nbsp; &nbsp;</p><p>Dedication &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; iv &nbsp; &nbsp; &nbsp;</p><p>Acknowledgement &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; v &nbsp; &nbsp; &nbsp; </p><p>Abstract &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; vii</p><p>Table<br>of Contents &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; viii</p><p>List<br>of Tables &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; xii</p><p><b>CHAPTER<br>ONE: INTRODUCTION</b></p><p>1.1 &nbsp; &nbsp; &nbsp; &nbsp;<br>&nbsp; &nbsp; Background to the Study &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 1 &nbsp; &nbsp; &nbsp; </p><p>1.2 &nbsp; &nbsp; &nbsp; &nbsp;<br>&nbsp; &nbsp; Statement of the Problem &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 6 &nbsp; &nbsp; &nbsp; </p><p>1.3 &nbsp; &nbsp; &nbsp; &nbsp;<br>&nbsp; &nbsp; Objectives of the Study &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 7 &nbsp; &nbsp; &nbsp; </p><p>1.4 &nbsp; &nbsp; &nbsp; &nbsp;<br>&nbsp; &nbsp; Research Questions &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 8 &nbsp; &nbsp; &nbsp; </p><p>1.5 &nbsp; &nbsp; &nbsp; &nbsp;<br>&nbsp; &nbsp; Hypotheses of the Study &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 8 &nbsp; &nbsp; &nbsp; </p><p><strong>1.6 &nbsp; &nbsp; Significance of the Study &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 9 &nbsp; &nbsp; &nbsp; </strong></p><p><strong>1.7 &nbsp; &nbsp; Scope<br>and Limitations of the Study &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 10 &nbsp; &nbsp; </strong></p><p><strong>1.8 &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; <br></strong><strong>&nbsp; &nbsp; &nbsp; Organization of the Study &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 11 &nbsp; &nbsp; </strong></p><p><strong>1.9 &nbsp; &nbsp; Operational<br>Definition of Terms &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 12 &nbsp; &nbsp; </strong></p><p>1.10 &nbsp; Brief<br>Profile of First Bank of Nig. Plc. &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 13 &nbsp; &nbsp; </p><p><strong>

Chapter TWO

: REVIEW OF RELATED<br>LITERATURE</strong></p><p>2.1 &nbsp; &nbsp; Conceptual Framework of Total Quality</p><p>Management (TQM) &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 16</p><p>2.1.1 Historical Perspective of TQM &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 16 &nbsp; &nbsp; </p><p>2.1.2<br>The Concept of Total Quality Management<br>(TQM) &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 19 &nbsp; &nbsp; </p><p>2.1.3<br>Frameworks of Total Quality Management<br>(TQM) &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 21 &nbsp; &nbsp; </p><p>2.1.4<br>The Concept of Organizational Performance &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 28 &nbsp; &nbsp; </p><p>2.1.5 Total Quality Management (TQM)</p><p>and<br>Organizational Performance &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 32 &nbsp; &nbsp; </p><p>2.2<br>&nbsp; &nbsp; Theoretical Framework &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 34 &nbsp; &nbsp; </p><p><strong>2.3 &nbsp; &nbsp; Empirical<br>Review &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 36 &nbsp; &nbsp; </strong></p><p><strong>2.3.1 Summary of<br>Review of Related Literature &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 43 &nbsp; &nbsp; </strong></p><p><b>

Chapter THREE

: RESEARCH METHODS &nbsp; &nbsp; &nbsp; </b></p><p><strong>3.1 &nbsp; &nbsp; Research Design- &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 46 &nbsp; &nbsp; </strong></p><p><strong>3.2 &nbsp; &nbsp; Population of the Study &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 46 &nbsp; &nbsp; </strong></p><p><strong>3.3 &nbsp; &nbsp; Sample Size Determination &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 47 &nbsp; &nbsp; </strong></p><p><strong>3.4 &nbsp; &nbsp; Sampling Technique &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 48 &nbsp; &nbsp; </strong></p><p><strong>3.5 &nbsp; &nbsp; Research Instrument &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 49 &nbsp; &nbsp; </strong></p><p><strong>3.6 &nbsp; &nbsp; Validity of the Research<br>Instrument &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 50 &nbsp; &nbsp; </strong></p><p><strong>3.7 &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; Reliability of the Research Instrument &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 50</strong></p><p><strong>3.8 &nbsp; &nbsp; Administration of Research<br>Instrument &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 51 &nbsp; &nbsp; </strong></p><p><strong>3.9 &nbsp; &nbsp; Scoring of Research<br>Instrument &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 51 &nbsp; &nbsp; </strong></p><p><strong>3.10 &nbsp; Statistical Instrument Used for<br>Data Analysis &nbsp; – &nbsp; &nbsp; &nbsp; 52 &nbsp; &nbsp; </strong></p><p><strong>3.11 &nbsp; Decision Rule &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 52 &nbsp; &nbsp; </strong></p><p><b>

Chapter FOUR

: &nbsp; &nbsp; &nbsp; DATA PRESENTATION, ANALYSIS</b></p><p><b>AND INTERPRETATION</b></p><p>4.1<br>&nbsp; &nbsp; Data Presentation &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 53 &nbsp; &nbsp; </p><p>4.2 &nbsp; &nbsp; Test of Hypotheses &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 62 &nbsp; &nbsp; </p><p>4.2.1 Test<br>of Hypothesis One – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 62 &nbsp; &nbsp; </p><p>4.2.2 Test of Hypothesis Two &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 64 &nbsp; &nbsp; </p><p>4.2.3 Test of Hypothesis Three &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 66 &nbsp; &nbsp; </p><p>4.3 &nbsp; &nbsp; Discussion of Findings – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 68</p><p><b>

Chapter FIVE

: &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; </b><b>SUMMARY OF FINDINGS,</b></p><p><b>CONCLUSION AND</b></p><p><b>RECOMMENDATION</b></p><p>5.1 &nbsp; &nbsp; Summary<br>of Findings &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 70 &nbsp; &nbsp; </p><p>5.2 &nbsp; Conclusion &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 72 &nbsp; &nbsp; </p><p>5.3 &nbsp; &nbsp; Contribution to Knowledge &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 72 &nbsp; &nbsp; </p><p>5.4 &nbsp; Recommendations &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 73 &nbsp; &nbsp; </p><p>5.5 &nbsp; &nbsp; Suggestion for Further Research &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 74 &nbsp; &nbsp; </p><p><b>References</b></p><p><b>Appendices</b></p><p><b>LIST OF TABLES</b></p><p><b>Table &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; Title &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; Page</b></p><p><strong>Table 3.1: <br>Branch Distribution of First<br>Bank’s</strong></p><p><strong>Population and Sample Size – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 49 &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; </strong></p><p><strong>Table 3.2: &nbsp; Reliability<br>Results of the selected</strong></p><p><strong>TQM<br>Constructs – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 51</strong></p><p>Table<br>4.1: &nbsp; Number of Copies of Questionnaire</p><p>Distributed &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 53</p><p>Table 4.2: &nbsp; Analysis of Personal<br>Data of Respondents &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 55</p><p>Table 4.3: &nbsp; Quality of Services Rendered to Customers &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 56 &nbsp; &nbsp; </p><p>Table 4.4: &nbsp; Quality of Services Rendered to Customers</p><p>and<br>Organizational Success &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 56 &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; </p> <br><p></p>

Project Abstract

This study
centered on Total Quality Management (TQM) and the Performance of First Bank
Nig Plc in Uyo Metropolis. The specific objectives of this study were to assess
the extent of the influence of high quality of service on the performance of
First Bank Nig Plc, Uyo, to examine the extent of influence of team work on the
performance of First Bank Nig Plc, Uyo, and to find out the extent of the
influence of management commitment on the performance of First Bank Nig Plc,
Uyo. The study made use of survey research design in administering questionnaire
to the respondents. Using proportional
sampling technique, 114 respondents were selected for this study. Primary data
used in this study were collected from a well-structured questionnaire which
was administered randomly on staff of First Bank Nig Plc, Uyo. Simple
Regression analysis was the statistical tool used in testing the hypotheses.
Results from the tested hypotheses revealed that high quality of services,
employees’ team work approach, and management commitment all have a significant
influence on the performance of First Bank Nig Plc, Uyo. Findings showed that
with a F-cal value of 8.003, high quality of service has a significant
influence on the performance of First Bank Nig. Plc., Uyo. Results also showed
that with a F-cal of 5.089, team work approach has a significant influence on
the performance of First Bank Nig. Plc., Uyo. Results of the analysis further
showed that with a F-cal value of 4.284, management commitment has a
significant influence on the performance of First bank Nig. Plc., Uyo. The study
concluded that high quality of service, employees’ team work approach and
management commitment significantly affected the performance of First Bank Nig.
Plc. Based on these findings, it was recommended among others that delivering
quality services to the customers must be seen as an organizational culture
regardless of the functional units, there should be a balance between the tasks
assigned to employees as an individual and as a team, and management of the
organization should view themselves as key figures in formulation and
implementation of TQM system in the organization.

Project Overview

Blazingprojects Mobile App

📚 Over 50,000 Project Materials
📱 100% Offline: No internet needed
📝 Over 98 Departments
🔍 Software coding and Machine construction
🎓 Postgraduate/Undergraduate Research works
📥 Instant Whatsapp/Email Delivery

Blazingprojects App
Install Mobile App

Related Research

Business administrat. 2 min read

Implementation of Performance Management Systems in Small and Medium Enterprises: A ...

The project topic "Implementation of Performance Management Systems in Small and Medium Enterprises: A Case Study Approach" focuses on exploring how s...

BP
Blazingprojects
Read more →
Business administrat. 4 min read

The Impact of Artificial Intelligence on Supply Chain Management in the Retail Indus...

Supply chain management is a critical aspect of operations for retail businesses, involving the coordination of activities related to sourcing, manufacturing, a...

BP
Blazingprojects
Read more →
Business administrat. 3 min read

Utilizing Artificial Intelligence for Forecasting Sales Trends in Retail Industry...

"Utilizing Artificial Intelligence for Forecasting Sales Trends in Retail Industry" aims to explore the application of artificial intelligence (AI) te...

BP
Blazingprojects
Read more →
Business administrat. 4 min read

Analysis of the Impact of Artificial Intelligence on Supply Chain Management in the ...

The project titled "Analysis of the Impact of Artificial Intelligence on Supply Chain Management in the Retail Industry" seeks to explore and understa...

BP
Blazingprojects
Read more →
Business administrat. 2 min read

Analyzing the Impact of Digital Marketing Strategies on Consumer Behavior in the Ret...

The research project titled "Analyzing the Impact of Digital Marketing Strategies on Consumer Behavior in the Retail Industry" aims to investigate the...

BP
Blazingprojects
Read more →
Business administrat. 2 min read

Implementation of Agile Project Management in Small Businesses...

"Implementation of Agile Project Management in Small Businesses"...

BP
Blazingprojects
Read more →
Business administrat. 2 min read

Implementation of Lean Management Principles in Small and Medium Enterprises (SMEs):...

The project titled "Implementation of Lean Management Principles in Small and Medium Enterprises (SMEs): A Case Study Analysis" aims to investigate th...

BP
Blazingprojects
Read more →
Business administrat. 3 min read

Implementation of Lean Management Principles in Small Businesses: A Case Study Analy...

The project topic, "Implementation of Lean Management Principles in Small Businesses: A Case Study Analysis," focuses on exploring the application of ...

BP
Blazingprojects
Read more →
Business administrat. 3 min read

Implementation of Lean Six Sigma in Improving Operational Efficiency in Service Orga...

The project topic, "Implementation of Lean Six Sigma in Improving Operational Efficiency in Service Organizations," focuses on the application of Lean...

BP
Blazingprojects
Read more →
WhatsApp Click here to chat with us