ASSESSMENT OF TOTAL QUALITY MANAGEMENT IN BANKING INDUSTRY THE CASE STUDY OF FIRST BANK OF NIGERIA PLC
ABSTRACT
This is an indepth study of the concept of Total Quality Management as it
relates to the banking industry with First Bank of Nigeria Plc as a case study.
In order to have an insight into the nature of its activities, the study gave
brief narrations on the history, organisational structure and the performance
of FBN Pic one of the oldest bank in the country.
To give direction to the purpose of this research, measures of financial
performance, level of implementation of TQM at FBN Plc customer
satisfaction were determined from field survey.
it was thus observed from the research that indeed the implementation of
TQM of First Bank Plc has been successful. Be that as it may, management
is net relenting but feels that there is so much to accomplish in an
environment where threats keep mounting.
TABLE OF CONTENT
Title page- – – – – – – – – i
Approval page – – – – – – – -ii
Dedication – – – – – – – – -iii
Acknowledgement – – – – – – – -iv
Abstract – – – – – – – – – -v
Table of content – – – – – – – -vi
CHAPTER ONE
INTRODUCTION – – – – – – – -1
1.0 Background of the study – – – – -1
1.1 Statement of the problem – – – – -5
1.2 Purpose of the study – – – – – -6
1.3 Significance of the study – – – – -8
1.4 Research questions – – – – – -9
1.5 Scope of the study – – – – – – -10
CHAPTER TWO
LITERATURE REVIEW – – – – – – -11
CHAPTER THREE
Research methodology – – – – – – -39
Design of study – – – – – – – -40
CHAPTER FOUR
Presentation, analysis and interpretation of data – -48
CHAPTER FIVE
Summary of findings – – – – – – -60
Conclusion – – – – – – – – -61
Recommendations – – – – – – – -62
Suggestions for further research – – – – -64
References – – – – – – – – -65
Appendix I – – – – — – – – -68
Questionnaire. – – – – – – – -69
ASSESSMENT OF TOTAL QUALITY MANAGEMENT IN BANKING INDUSTRY THE CASE STUDY OF FIRST BANK OF NIGERIA PLC
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