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.

TABLE OF CONTENTS

Title                                                                                      Page

Cover page           -                  -                  -                  -        i        

Declaration                     -                  -                  -                  -        ii       

Certification         -                  -                  -                  -        iii      

Dedication            -                  -                  -                  -        iv      

Acknowledgement         -                  -                  -                  -        v       

Abstract                -                  -                  -                  -        vii

Table of Contents          -                  -                  -                  -        viii

List of Tables       -                  -                  -                  -        xii

CHAPTER ONE: INTRODUCTION

1.1             Background to the Study                        -                  -        1       

1.2             Statement of the Problem                        -                  -        6       

1.3             Objectives of the Study                           -                  -        7       

1.4             Research Questions                      -                  -        8       

1.5             Hypotheses of the Study                         -                  -        8       

1.6     Significance of the Study                           -                  -        9       

1.7     Scope and Limitations of the Study         -                  -        10     

1.8                  Organization of the Study                  -                  -        11     

1.9     Operational Definition of Terms     -                  -        12     

1.10   Brief Profile of First Bank of Nig. Plc.                           -        13     

CHAPTER TWO: REVIEW OF RELATED LITERATURE

2.1     Conceptual Framework of Total Quality

Management (TQM)      -                  -                  -        16

2.1.1  Historical Perspective of TQM                   -                  -        16     

2.1.2 The Concept of Total Quality Management (TQM)       -        19     

2.1.3 Frameworks of Total Quality Management (TQM)       -        21     

2.1.4 The Concept of Organizational Performance                 -        28     

2.1.5 Total Quality Management (TQM)

and Organizational Performance       -                  -        32     

2.2     Theoretical Framework                     -                  -        34     

2.3     Empirical Review                   -                  -                  -        36     

2.3.1 Summary of Review of Related Literature                 -        43     

CHAPTER THREE: RESEARCH METHODS       

3.1     Research Design-                             -                  -        46     

3.2     Population of the Study                            -                  -        46     

3.3     Sample Size Determination             -                  -        47     

3.4     Sampling Technique    -                  -                  -        48     

3.5     Research Instrument    -                  -                  -        49     

3.6     Validity of the Research Instrument         -                  -        50     

3.7              Reliability of the Research Instrument     -                  -        50

3.8     Administration of Research Instrument            -        51     

3.9     Scoring of Research Instrument      -                  -        51     

3.10   Statistical Instrument Used for Data Analysis   -        52     

3.11   Decision Rule                -                  -                  -        52     

CHAPTER FOUR:       DATA PRESENTATION, ANALYSIS

AND INTERPRETATION

4.1     Data Presentation                    -                  -                  -        53     

4.2     Test of Hypotheses                           -                  -        62     

4.2.1  Test of Hypothesis One -                  -                  -        62     

4.2.2  Test of Hypothesis Two          -                  -                  -        64     

4.2.3  Test of Hypothesis Three        -                  -                  -        66     

4.3     Discussion of Findings  -                  -                  -        68

CHAPTER FIVE:               SUMMARY OF FINDINGS,

CONCLUSION AND

RECOMMENDATION

5.1     Summary of Findings                       -                  -        70     

5.2    Conclusion                     -                  -                  -        72     

5.3     Contribution to Knowledge              -                  -        72     

5.4    Recommendations                   -                  -                  -        73     

5.5     Suggestion for Further Research       -                  -        74     

References

Appendices

LIST OF TABLES

Table                   Title                                                                     Page

Table 3.1:  Branch Distribution of First Bank’s

Population and Sample Size -                  -        49                                 

Table 3.2:   Reliability Results of the selected

TQM Constructs -                  -                  -        51

Table 4.1:   Number of Copies of Questionnaire

Distributed           -                  -                  -        53

Table 4.2:   Analysis of Personal Data of Respondents          -        55

Table 4.3:   Quality of Services Rendered to Customers         -        56     

Table 4.4:   Quality of Services Rendered to Customers

and Organizational Success     -                  -        56