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IMPACT OF TOTAL QUALITY MANAGEMENT ON CUSTOMERS’ SATISFACTION AND BANK PROFITABILITY

ABSTRACT

A research cannot be carried out if there is no missing link or lacunars or it there is no question unanswered. Total quality management has been seriously dealt with in this research work to know it impact on customer satisfaction and bank profitability to some unanswered questions as to give answer. Chapter 1 familiarized us with the meaning of total quality management, the purpose of the study; it even states the research hypothesis, limitation and constraints, significance of the study, it even made us to know the historical background of the case study (First Bank Plc. Sango Ibadan.)Etc. We can see in chapter 2 the series of literature we reviewed to know what the past authors have said about total quality management. The theories under total quality management were also reviewed. Chapter 3 and chapter 4 dealt with research methodology and data presentation and analysis respectively. Questionnaire was used to collect the primary data and d researcher employed the use of table and simple percentage for the use of presentation and analysis. The hypothesis stated in chapter 1 was also put to test.

CHAPTER ONE

INTRODUCTION

1.0  BACKGROUND OF THE STUDY

It was believed that a nation’s economy is at its financial system. The banking industry performs very important function in the economic development of any nation. The primary and the most important function of the banking sector is the financial intermediation functions in which banks act as the financial intermediaries, mobilizing funds from the surplus units and making them available for the use of the deficit units of the economy. In carrying out their various function in the economy, bank have responsibilities towards their customers’ shareholders, the Government and the society.

The banking industry had gone through a number of changes over the years and the most prominent of these changes is the ending of the “arm chair” banking system. In their words, the industry continues having the impact of competitions, which brought about the need to put in place more serious strategies and effort in the delivery of banking products and services. Other sources of changes include, recapitalization of bank, liberalization of the economy signaling the re-entry of global banks, advancement of technology and the rapidly increasing sophistication and the demand of today’s bank customers. Today’s banks customers are more sophisticated in terms of their taste and demand for products and services. The customers are becoming global in terms of their access to information world-wide as a result of improved technology and the increasing globalization of the economy. Their expectations for never products and alternative delivery channels have been on the increase.

The unstoppable tide of globalization and the speed of improving technology have been mainly responsible for the sophistication of the banking customers. Effective customer satisfaction in Nigeria Bank require that quality that services should be the central issue and derived objective of banks. Universally, competition has shifted significantly from the battle field of price to quality. Total Quality management is an important element of strategic management restructuring and business process re-engineering which have become popular recently among Nigeria banks. Many banks have captured the essence of investment in service quality. They are already reaping the benefit of customer satisfaction as a result of embarking the total Quality management, business process re-engineering and their compliments.

1.1     STATEMENT OF PROBLEMS

Quality has been found to be the elixir which provides the necessary leading edge in a completive environment especially in the present banking environment. Having fully classified the problems of the study, the researcher hereby state the following research question which are to serve as guide to the study:

• What are those factors bringing about changes in the product delivery methods of Banks?

•  How can banks cope with the growing competition in the industry?

• How can banks cope with the ever changing demand and orchestration of the customers towards what constitutes values?

• What constitutes quality financial products and services in the perception of the customer?

• Will the implementation of total Quality management strategy facilitate improvement in the quality of product and services delivery in banks?

• How can banks cope with the want and needs of customers?

1.2   OBJECTIVE OF THE STUDY

This study has its major objective to be:

• To study how total Quality management can bring about significant effectiveness customers relations and profitability and corporate image of bank.

• To study the output performance of Nigeria banking system.

• To study the need for quality product/ services in banking

• To consider how total quality management can be effectively implemented in banks.

• To consider the relevance of Total Quality management in banking.

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