Total quality management and the performance of first bank nigeria plc, uyo

 

Table Of Contents

  • <p> </p><p><b>Title<br>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Page</b></p><p>Cover<br>page &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; i &nbsp; &nbsp; &nbsp; &nbsp;</p><p>Declaration<br>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; ii &nbsp; &nbsp; &nbsp; </p><p>Certification<br>&nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; iii &nbsp; &nbsp; &nbsp;</p><p>Dedication &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; iv &nbsp; &nbsp; &nbsp;</p><p>Acknowledgement &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; v &nbsp; &nbsp; &nbsp; </p><p>Abstract &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; vii</p><p>Table<br>of Contents &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; viii</p><p>List<br>of Tables &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; xii</p><p><b>CHAPTER<br>ONE: INTRODUCTION</b></p><p>
  • 1.1&nbsp; &nbsp; &nbsp; &nbsp;<br>&nbsp; &nbsp; Background to the Study &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 1 &nbsp; &nbsp; &nbsp; </p><p>
  • 1.2&nbsp; &nbsp; &nbsp; &nbsp;<br>&nbsp; &nbsp; Statement of the Problem &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 6 &nbsp; &nbsp; &nbsp; </p><p>
  • 1.3&nbsp; &nbsp; &nbsp; &nbsp;<br>&nbsp; &nbsp; Objectives of the Study &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 7 &nbsp; &nbsp; &nbsp; </p><p>
  • 1.4&nbsp; &nbsp; &nbsp; &nbsp;<br>&nbsp; &nbsp; Research Questions &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 8 &nbsp; &nbsp; &nbsp; </p><p>
  • 1.5&nbsp; &nbsp; &nbsp; &nbsp;<br>&nbsp; &nbsp; Hypotheses of the Study &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 8 &nbsp; &nbsp; &nbsp; </p><p><strong>
  • 1.6&nbsp; &nbsp; Significance of the Study &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 9 &nbsp; &nbsp; &nbsp; </strong></p><p><strong>
  • 1.7&nbsp; &nbsp; Scope<br>and Limitations of the Study &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 10 &nbsp; &nbsp; </strong></p><p><strong>
  • 1.8&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; <br></strong><strong>&nbsp; &nbsp; &nbsp; Organization of the Study &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 11 &nbsp; &nbsp; </strong></p><p><strong>
  • 1.9&nbsp; &nbsp; Operational<br>Definition of Terms &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 12 &nbsp; &nbsp; </strong></p><p>
  • 1.10&nbsp; Brief<br>Profile of First Bank of Nig. Plc. &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 13 &nbsp; &nbsp; </p><p><strong>

Chapter TWO

LITERATURE REVIEW

  • REVIEW OF RELATED<br>LITERATURE</strong></p><p>
  • 2.1&nbsp; &nbsp; Conceptual Framework of Total Quality</p><p>Management (TQM) &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 16</p><p>2.
  • 1.1Historical Perspective of TQM &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 16 &nbsp; &nbsp; </p><p>2.1.2<br>The Concept of Total Quality Management<br>(TQM) &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 19 &nbsp; &nbsp; </p><p>2.1.3<br>Frameworks of Total Quality Management<br>(TQM) &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 21 &nbsp; &nbsp; </p><p>2.1.4<br>The Concept of Organizational Performance &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 28 &nbsp; &nbsp; </p><p>2.
  • 1.5Total Quality Management (TQM)</p><p>and<br>Organizational Performance &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 32 &nbsp; &nbsp; </p><p>2.2<br>&nbsp; &nbsp; Theoretical Framework &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 34 &nbsp; &nbsp; </p><p><strong>
  • 2.3&nbsp; &nbsp; Empirical<br>Review &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 36 &nbsp; &nbsp; </strong></p><p><strong>2.
  • 3.1Summary of<br>Review of Related Literature &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 43 &nbsp; &nbsp; </strong></p><p><b>

Chapter THREE

RESEARCH METHODOLOGY

  • RESEARCH METHODS &nbsp; &nbsp; &nbsp; </b></p><p><strong>
  • 3.1&nbsp; &nbsp; Research Design- &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 46 &nbsp; &nbsp; </strong></p><p><strong>
  • 3.2&nbsp; &nbsp; Population of the Study &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 46 &nbsp; &nbsp; </strong></p><p><strong>
  • 3.3&nbsp; &nbsp; Sample Size Determination &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 47 &nbsp; &nbsp; </strong></p><p><strong>
  • 3.4&nbsp; &nbsp; Sampling Technique &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 48 &nbsp; &nbsp; </strong></p><p><strong>
  • 3.5&nbsp; &nbsp; Research Instrument &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 49 &nbsp; &nbsp; </strong></p><p><strong>
  • 3.6&nbsp; &nbsp; Validity of the Research<br>Instrument &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 50 &nbsp; &nbsp; </strong></p><p><strong>
  • 3.7&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; Reliability of the Research Instrument &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 50</strong></p><p><strong>
  • 3.8&nbsp; &nbsp; Administration of Research<br>Instrument &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 51 &nbsp; &nbsp; </strong></p><p><strong>
  • 3.9&nbsp; &nbsp; Scoring of Research<br>Instrument &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 51 &nbsp; &nbsp; </strong></p><p><strong>
  • 3.10&nbsp; Statistical Instrument Used for<br>Data Analysis &nbsp; – &nbsp; &nbsp; &nbsp; 52 &nbsp; &nbsp; </strong></p><p><strong>
  • 3.11&nbsp; Decision Rule &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 52 &nbsp; &nbsp; </strong></p><p><b>

Chapter FOUR

DATA PRESENTATION AND ANALYSIS

  • &nbsp; &nbsp; &nbsp; DATA PRESENTATION, ANALYSIS</b></p><p><b>AND INTERPRETATION</b></p><p>4.1<br>&nbsp; &nbsp; Data Presentation &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 53 &nbsp; &nbsp; </p><p>
  • 4.2&nbsp; &nbsp; Test of Hypotheses &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 62 &nbsp; &nbsp; </p><p>4.
  • 2.1Test<br>of Hypothesis One – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 62 &nbsp; &nbsp; </p><p>4.
  • 2.2Test of Hypothesis Two &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 64 &nbsp; &nbsp; </p><p>4.
  • 2.3Test of Hypothesis Three &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 66 &nbsp; &nbsp; </p><p>
  • 4.3&nbsp; &nbsp; Discussion of Findings – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 68</p><p><b>

Chapter FIVE

SUMMARY, CONCLUSION AND RECOMMENDATIONS

  • &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; </b><b>SUMMARY OF FINDINGS,</b></p><p><b>CONCLUSION AND</b></p><p><b>RECOMMENDATION</b></p><p>
  • 5.1&nbsp; &nbsp; Summary<br>of Findings &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 70 &nbsp; &nbsp; </p><p>
  • 5.2&nbsp; Conclusion &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 72 &nbsp; &nbsp; </p><p>
  • 5.3&nbsp; &nbsp; Contribution to Knowledge &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 72 &nbsp; &nbsp; </p><p>
  • 5.4&nbsp; Recommendations &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 73 &nbsp; &nbsp; </p><p>
  • 5.5&nbsp; &nbsp; Suggestion for Further Research &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 74 &nbsp; &nbsp; </p><p><b>References</b></p><p><b>Appendices</b></p><p><b>LIST OF TABLES</b></p><p><b>Table &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; Title &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; Page</b></p><p><strong>Table 3.1: <br>Branch Distribution of First<br>Bank’s</strong></p><p><strong>Population and Sample Size – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 49 &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; </strong></p><p><strong>Table 3.2: &nbsp; Reliability<br>Results of the selected</strong></p><p><strong>TQM<br>Constructs – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 51</strong></p><p>Table<br>4.1: &nbsp; Number of Copies of Questionnaire</p><p>Distributed &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 53</p><p>Table 4.2: &nbsp; Analysis of Personal<br>Data of Respondents &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 55</p><p>Table 4.3: &nbsp; Quality of Services Rendered to Customers &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 56 &nbsp; &nbsp; </p><p>Table 4.4: &nbsp; Quality of Services Rendered to Customers</p><p>and<br>Organizational Success &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; – &nbsp; &nbsp; &nbsp; 56 &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; </p> <br><p></p>

Project Abstract

<p> This study<br>centered on Total Quality Management (TQM) and the Performance of First Bank<br>Nig Plc in Uyo Metropolis. The specific objectives of this study were to assess<br>the extent of the influence of high quality of service on the performance of<br>First Bank Nig Plc, Uyo, to examine the extent of influence of team work on the<br>performance of First Bank Nig Plc, Uyo, and to find out the extent of the<br>influence of management commitment on the performance of First Bank Nig Plc,<br>Uyo. The study made use of survey research design in administering questionnaire<br>to the respondents. Using proportional<br>sampling technique, 114 respondents were selected for this study. Primary data<br>used in this study were collected from a well-structured questionnaire which<br>was administered randomly on staff of First Bank Nig Plc, Uyo. Simple<br>Regression analysis was the statistical tool used in testing the hypotheses.<br>Results from the tested hypotheses revealed that high quality of services,<br>employees’ team work approach, and management commitment all have a significant<br>influence on the performance of First Bank Nig Plc, Uyo. Findings showed that<br>with a F-cal value of 8.003, high quality of service has a significant<br>influence on the performance of First Bank Nig. Plc., Uyo. Results also showed<br>that with a F-cal of 5.089, team work approach has a significant influence on<br>the performance of First Bank Nig. Plc., Uyo. Results of the analysis further<br>showed that with a F-cal value of 4.284, management commitment has a<br>significant influence on the performance of First bank Nig. Plc., Uyo. The study<br>concluded that high quality of service, employees’ team work approach and<br>management commitment significantly affected the performance of First Bank Nig.<br>Plc. Based on these findings, it was recommended among others that delivering<br>quality services to the customers must be seen as an organizational culture<br>regardless of the functional units, there should be a balance between the tasks<br>assigned to employees as an individual and as a team, and management of the<br>organization should view themselves as key figures in formulation and<br>implementation of TQM system in the organization. <br></p>

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