EFFECT OF TOTAL QUALITY MANAGEMENT ON ORGANIZATIONAL PERFORMANCE OF DEPOSIT

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EFFECT OF TOTAL QUALITY MANAGEMENT ON ORGANIZATIONAL PERFORMANCE OF DEPOSIT

ABSTRACT

This study determined the effect of Total Quality Management on organizational performance of deposit money banks in Nigeria. The specific objectives are to: ascertain the extent to which the application of total quality management practices affect customer satisfaction in Nigerian deposit money banks; find out the effect of total quality management practices on customer’s continuous loyalty in Nigerian deposit money banks and examine if the application of Total Quality Management practices has assisted in achieving improved quality output and reduced cost. Survey research design was employed and data were collected through the use of questionnaires and was presented in a tabular form and t-test was used with the aid of Statistical Package for Social Science (SPSS) version 20.0. the outcome of the result shows that the application of total quality management practices affect customer satisfaction in Nigerian deposit money banks; also total quality management practices affect customer’s continuous loyalty in Nigerian deposit money banks and that the application of Total Quality Management practices has assisted in achieving improved quality output and reduced cost. Based on the findings, it was recommended that employees involvement requires should be allowed, this will creates a work environment where people have the ability and confidence, to obliged and initiate necessary steps to satisfy customer requirements in order to achieve organizational values and goals.

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