TOTAL QUALITY MANAGEMENT AND O RGANIZATIONAL PERFORMANCE: (A STUDY OF ZENITH BANNK PLC, OGOJA)
Abstract
ABSTRACT
The main objective of this study was to examine the relationship between total quality management and organizational performance: a study of Zenith bank Plc, Ogoja branch.The specific objectives were, to examine the relationship between customer focus and organization performance of Zenith bank Ogoja branch, to determine the relationship between top management commitment and organization performance of Zenith bank Ogoja branch, and to examine the relationship between continuous improvement and organization performance ofZenith bank Ogoja branch. A descriptive design was used in this study. The target population for this study comprises of 44 staff(management and non-management) of Zenith bank plc, Ogoja. The researcher adopted the Simple Random sampling method in selecting respondents from the target population. The Taro Yamane formula was used to draw out the sample size of 40. The primary data collection instrument of this study was a structured questionnaire. To investigate the relationship between the dependent and independent variables, the Pearson Product moment correlation (correlation coefficient) was used. The study found out that there is a significant relationship between customer focus and organization performance of Zenith bank Ogoja branch. It was also revealed that there is a significant relationship between top management commitment and organization performance of Zenithbank Ogoja branch. The study further revealed that there is a significant relationship between continuous improvement and organization performance of Zenith bank Ogoja branch. It was recommended that management should continuously improve its products/services and firm structure and allocate sufficient resources to implement total quality management successfully
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