THE EFFECT OF TOTAL QUALITY MANAGEMENT CONTROL ON SERVICE DELIVERY IN FINANCIAL INSTITUTIONS IN NIGERIA

Abstract

The major objective of the study is to ascertain the level of awareness and adoption of TQM practices among staff of Zenith Bank in Awka metropolis and also determine the major limitations of the TQM practice in the bank. Instrument for data collections are questionnaires and research questions, which formed the course of primary data, while materials from various published articles, textbooks, journals and newspapers formed the secondary data. The method of analysis is the use of tables, percentages and chi square. The major finding of the research is that all staff of Zenith Bank are aware of the TQM elements and are fully involved in the practice of TQM in their day to day business. The study recommended that since the practice of TQM improves customer service and care, there is need for constant training of all staff on TQM practices on a continuous basis. Employees and subordinates should be given opportunity to participate in decision making using the element of TQM practice and culture