EFFECT OF TOTAL QUALITY MANAGEMENT TOOLS ON PERFORMANCE OF SELECTED BANKS IN MAKURDI.
Abstract
The study aimed to assess the impact of total quality management tools on the performance of
selected banks in Makurdi, Benue State. It focused specifically on the effect of benchmarking,
outsourcing, speed, quality function deployment, and statistical quality tools on the performance
of these banks. Descriptive survey research method was adopted for the study; a total of one
hundred and eighty (180) respondents were statistically drawn from the targeted population of
three hundred and twenty-eight (328) staff of the selected deposit money banks in Makurdi using
Taro Yemen formula. Questionnaire was used as instrument for data collection. Multiple
regression analysis was used in testing the hypotheses formulated at 0.05 level of significance with
the aid of Statistical Packages for Social Sciences (SPSS V .23). The result of multiple regression
analysis showed. that, the independent variables of outsourcing and quality function deployment
have significant on the performance of deposit money banks. The benchmarking and speed have
negative effect on the performance of deposit money banks. The study also found that, independent
variables of total quality management tools and techniques (statistical quality tool; outsourcing
and quality function deployment have significant effect on the performance of deposit money
banks. The benchmarking and speed have negative effect on the performance of deposit money
banks. The study recommends among others; Efforts must be made to implement those TQM
practices which are not being effectively practiced in the selected banks in Makurdi, so as to
improve on their performance. To enhance quality systems and exceed customer expectations, it
is essential to use Quality Function Deployment (QFD). This approach ensures that systems are
designed based on customer needs and wants, helping to address poor customer relations and
prevent customer loss due to unmet expectations, particularly regarding pricing. Additionally,
banks in Makurdi should focus on building trust among their staff to improve teamwork. Strong
teamwork will boost productivity and increase employee involvement, which is a crucial Total
Quality Management (TQM) practice for enhancing overall performance.
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