TOTAL QUALITY MANAGEMENT PRACTICES AND FIRM PERFORMANCE

 ABSTRACT

This study examines the relationship between the adoption and implementation of Total Quality Management Practices and the performance of Deposit Money Banks. Performance was measured using customer satisfaction, service quality, and operations performance. In order to accomplish the objectives of the study, the researcher collected data form employees of Deposit Money Banks operating in the University of Benin. A total number of 64 questionnaires were distributed and 61 of those recovered thus, achieving a 95% response rate. Analysis of the data was done using a combination of descriptive statistics in describing the demographic features such as age, gender, income etc. of the respondents and regression analysis which includes correlation coefficients, which explains the relationship between variables and ANOVA. The findings of the study showed the relationship between Total Quality Management Practices and customer satisfaction as significant, which means there is an impact. The same could not be said of service quality and operations performance which showed an insignificant relationship with Total Quality Management Practices. The researcher then recommended that Deposit Money Banks do a lot more as regards the proper implementation of Quality Practices in order to performance better when rendering services.

Keywords: Total Quality Management Practices, Firm performance, Deposit Money Banks, and Demographic variables.