Total Quality Management Practices and Performance of Deposit Money Banks (DMBs) in Nigeria

Abstract

This study examined the effect of total quality management practices on performance deposit money banks in Nigeria. The study focused on selected deposit money banks in Makurdi metropolis, Benue State, Nigeria. The study specifically examined the effect of top management commitment, employee involvement, customer focus and process management on performance of deposit money banks in Nigeria. A survey design was adopted for the study and questionnaire was used for data collection. The population of the study consists of 32 management staff of Makurdi metropolis and a census sampling method was adopted. Regression analysis was used for test of hypotheses at 0.05 significance level. Findings of the study revealed that all the independent variables (top management commitment, employee involvement, customer focus and process management) have significant effect on performance of deposit money banks in Nigeria. It recommended that management of deposit money banks should develop policies that require senior management to be involved in quality improvement efforts since this ensures success of the efforts and improved bank performance.