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OBI, JAMES NWOYE and LUGARD, MUMEN (2019) TOTAL QUALITY MANAGEMENT: THE PREDICTOR OF CORPORATE PROFITABILITY. International Journal of Innovations in Social Science, Arts and Management, 8 (2). pp. 1-23. ISSN 2238- 4251

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This article examined total quality management (TQM) as the predictor of corporate profitability using selected commercial banks in Lagos to accomplish the research study. Some commercial banks including other modern corporate organizations do not attach much importance to the maintenance of quality in all areas of their operations. Yet other enterprises are selective about the area of operation to be given attention and this goes a long way to affect customer patronage and corporate profitability. This study adopted descriptive research method. Data required for the study were gathered through questionnaire administration to respondents. Two hundred (200) copies of questionnaire were administered to employees in selected branches of First Bank Plc and Guaranty Trust Bank Plc. respectively in Lagos metropolis but only 167copies were retrieved. Three hypotheses were formulated and tested using Statistical Package for Social Sciences (SPSS) software and regression analysis to test the effect of the independent variable on the dependent variable. The findings of the study showed that continuous improvement of products, processes and focus on customer service have significant effect on sales volume and customer loyalty thus having salutary effect on the profitability of the banks. The study recommended that banks and other corporate entities should make the adoption of total quality management (TQM) principles and practices priority in their operations and in addition motivate employees to be dedicated to total quality improvement in the interest of organizational profitability.

Item Type: Article
Uncontrolled Keywords: Total quality, predictor, profitability, sales volume, customer loyalty
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Law, Arts and Social Sciences > School of Management
Faculty of Law, Arts and Social Sciences > School of Social Sciences
Depositing User: Mrs Patricia Nwokealisi
Date Deposited: 27 Aug 2019 09:02
Last Modified: 27 Aug 2019 09:02

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