TOTAL QUALITY MANAGEMENT AND ORGANIZATIONAL PERFORMANCE (A CASE STUDY OF GUARANTY TRUST BANK, BENIN CITY)

ABSTRACT

This research project examined total quality management and organizational performance (a case study of guaranty trust bank, Benin City. In order to have a well structured research project, the objectives of the study was to examine the extent to which customer focus affects performance in the banking sector. And to find out the relationship between management style and performance in the banking sector. The source of data used in this study was the primary source of data collection through the administration of questionnaire. The data collected were analyzed using the Statistical Packages for Social Sciences (SPSS 20.0). The findings of the study were that customer focus does not affect performance in the banking sector. It was also found that there is no relationship between management leadership and performance in the banking sector. It was revealed that there is a significant relationship between human resource management and performance in the banking sector, it was observed that there is a significant relationship between the practice of TQM and performance in the banking sector. It was therefore recommended amongst others that: Based on the effectiveness of TQM on organizational performance, bank management should ensure they always implement TQM in their banking activities and Organizations should ensure the principles of TQM are effectively implemented in order to maintain their level of leadership and performance in the banking industry. The study therefore conclude that organizations’ with effective TQM implementation can accomplish the internal benefits such as improving quality, enhancing productivity enhancement, or realizing better operating income.