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.

 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