Select Currency
Translate this page

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

Format: MS WORD  |  Chapter: 1-5  |  Pages: 76  |  984 Users found this project useful  |  Price NGN5,000

  DOWNLOAD THE FULL PROJECT

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.

  DOWNLOAD THE FULL PROJECT

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

Not The Topic You Are Looking For?



For Quick Help Chat with Us Now!

+234 813 292 6373

+233 55 397 8005


HOW TO GET THE COMPLETE PROJECT ON IMPACT OF TOTAL QUALITY MANAGEMENT ON CUSTOMERS’ SATISFACTION AND BANK PROFITABILITY INSTANTLY

  • Click on the Download Button above.
  • Select any option to get the complete project immediately.
  • Chat with Our Instant Help Desk on +234 813 292 6373 for further assistance.
  • All projects on our website are well researched by professionals with high level of professionalism.

Here's what our amazing customers are saying

Musa From Ahmadu Bello University
Thank you iprojectmaster for saving my life, please keep it up and may God continue to bless you people.
Excellent
Oluchi From Michael Opara University
If you are a student and you have not used iprojectmaster materials, you are missing big time! iprojectmaster is the BEST
Excellent
Merry From BSU
I am now a graduate because of iprojectmaster.com, God Bless you guys for me.
Excellent
Stancy M
Abia State University, Uturu
I did not see my project topic on your website so I decided to call your customer care number, the attention I got was epic! I got help from the beginning to the end of my project in just 3 days, they even taught me how to defend my project and I got a 'B' at the end. Thank you so much iprojectmaster, infact, I owe my graduating well today to you guys...
Excellent
Peace From Unilag
I cried not knowing how to go about my project but the day i searched online and saw iprojectmaster, i called and got my full project in less than 15minutes, i was shocked!
Excellent
Gbadamosi Solomon Oluwabunmi
Lasu
Swift delivery within 9 minutes of payment. Thank you project master
Excellent
Samuel From Ajayi Crowther University
You guys just made life easier for students. Thanks alot iprojectmaster.com
Excellent
Emmanuel Essential
Kogi state University
I actually took the risk,you know first time stuff But i was suprised i received as requested. I love you guys 🌟 🌟 🌟 🌟
Very Good
JONNAH EHIS
Ajayi Crowther University, Oyo
I was scared at first when I saw your website but I decided to risk my last 3k and surprisingly I got my complete project in my email box instantly. This is so nice!!!
Excellent
Abdulrazak Bello Marsha
Usman Dan fodio University
It was quite a better guide for project and paper presentation purpoting. Many thanks.
Average

FREQUENTLY ASKED QUESTIONS

How do I get this complete project on IMPACT OF TOTAL QUALITY MANAGEMENT ON CUSTOMERS’ SATISFACTION AND BANK PROFITABILITY?

Simply click on the Download button above and follow the procedure stated.

I have a fresh topic that is not on your website. How do I go about it?

How fast can I get this complete project on IMPACT OF TOTAL QUALITY MANAGEMENT ON CUSTOMERS’ SATISFACTION AND BANK PROFITABILITY?

Within 15 minutes if you want this exact project topic without adjustment

Is it a complete research project or just materials?

It is a Complete Research Project i.e Chapters 1-5, Abstract, Table of Contents, Full References, Questionnaires / Secondary Data

What if I want to change the case study for IMPACT OF TOTAL QUALITY MANAGEMENT ON CUSTOMERS’ SATISFACTION AND BANK PROFITABILITY, What do i do?

Chat with Our Instant Help Desk Now: +234 813 292 6373 and you will be responded to immediately

How will I get my complete project?

Your Complete Project Material will be sent to your Email Address in Ms Word document format

Can I get my Complete Project through WhatsApp?

Yes! We can send your Complete Research Project to your WhatsApp Number

What if my Project Supervisor made some changes to a topic i picked from your website?

Call Our Instant Help Desk Now: +234 813 292 6373 and you will be responded to immediately

Do you assist students with Assignment and Project Proposal?

Yes! Call Our Instant Help Desk Now: +234 813 292 6373 and you will be responded to immediately

What if i do not have any project topic idea at all?

Smiles! We've Got You Covered. Chat with us on WhatsApp Now to Get Instant Help: +234 813 292 6373

How can i trust this site?

We are well aware of fraudulent activities that have been happening on the internet. It is regrettable, but hopefully declining. However, we wish to reinstate to our esteemed clients that we are genuine and duly registered with the Corporate Affairs Commission as "PRIMEDGE TECHNOLOGY". This site runs on Secure Sockets Layer (SSL), therefore all transactions on this site are HIGHLY secure and safe!