UKPEIBO, EJIRO GIFT and Covenant University, Theses (2021) TOTAL QUALITY MANAGEMENT AND ORGANISATION PERFORMANCE IN SELECTED MICROFINANCE BANKS IN LAGOS STATE. Masters thesis, COVENANT UNIVERSITY.
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Abstract
Many financial service providers are interested in adopting total quality management practices assuming that such practices will help them to outperform their competitors. In addition, there is evidence in the literature that many conventional banks have adopted total quality management practices in their operations. It is not clear in literature whether the microfinance institutions in Nigeria have also adopted total quality management techniques in their operations. The purpose of the study was to examine the influence of total quality management on organisation performance of microfinance banks in Lagos State. The independent, total quality management was proxy by continuous improvement quality, leadership, employee involvement and benchmarking. The dependent variable, organisation performance, was proxy by customer satisfaction and financial performance. The study adopted a descriptive survey research design. The Purposive sampling technique was used in selecting 20 license microfinance banks in Lagos State. The total number of employees of the microfinance banks selected was 1085. Taro Yamane formula was used in determining the sample size which was 490 employees. The study made use of primary source of data. The research instrument was a structured closed-ended questionnaire. The reliability of the research instrument was conducted using Cronbach alpha coefficients. The Cronbach alpha values were higher than 0.7, implying that the research instrument was reliable for the study. It was administered to the respondents through a Google form online survey. Inferential statistics through the use of Statistical Package for Social Sciences (SPSS) was used to analyze the data. Out of the 490 respondents to whom the researcher sent the questionnaire, 451 completely filled and returned theirs and was deemed usable for further analysis. The stated hypotheses were tested and the results revealed that all the TQM dimensions significantly related to organisation performance. Continuous quality improvement, leadership and employee involvement had a very strong relationship with organisation performance while benchmarking had a weak relationship. The study concluded that total quality management practices need to be given adequate attention in Lagos State microfinance banks. It was recommended that total quality management be highly integrated as part of the organisation culture.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Total Quality Management (TQM), Organisation Performance, Continuous Improvement, Benchmarking, Leadership style, Financial Performance, Employee involvement. |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Social Sciences |
| Depositing User: | Mrs Hannah Akinwumi |
| Date Deposited: | 20 Oct 2021 09:15 |
| Last Modified: | 20 Oct 2021 09:15 |
| URI: | http://eprints.covenantuniversity.edu.ng/id/eprint/15391 |
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