The purpose of this study is to gain a better understanding of the theoretical and empirical relationship between Total Quality Management and some measure of Banking performance. (Profitability, Speed Service Delivery, Customer Satisfaction, Lower Cost, Short and Long Term Objectives) of Nigeria Banks. A survey research design was adopted, while data were generated by means of structure questionnaires administered to members and staff of First Bank Plc. In Lagos Metropolis: The study generated a ninety percent (90%) response rate from eight questionnaire that were given out. Response from the survey were statistically analyzed using simple frequency percentage, correlation and regression analysis with the aid of SPSS. Result of the study indicate that the studied banks were (TQM) oriented to a very large extent. It is apparent form the findings that the attached great importance to their performance and responding appropriately in order to gain competitive advantage. The study also revealed that Total Quality Management (TQM) of the banks have significant correlation with aforementioned performance measures. Finally, conclusion, recommendation and suggestions for further studies were highlighted to demonstrate the generation of the result of the study.


Title Page                                                                                                    i

Certification                                                                                                ii

Dedication                                                                                                   iii

Acknowledgment                                                                                        iv

Abstract                                                                                                      v

Table of Content                                                                                          vi



1.0     Background of the Study                                                                1

1.1     Statement of the Problem                                                               3

1.2     Research Question                                                                           3

1.3     Research Hypothesis                                                                       4

1.4     Objective of the Study                                                                     4

1.5     Significant of the Study                                                                   5

1.6     Scope of the Study                                                                           5



1.0     Introduction                                                                                     7

2.1     Historical Background of Total Quality Management TQM        7

2.2     Definition of Concepts                                                                    9

2.3     Definition of Total Quality Management                                       15

2.4     School of thought in Total Quality Management                          21

2.5Total Quality Management, Organizational Change and

Human Resources Management                                                    25

2.6 Total Quality Management And Organizational Culture                  26

2.7 Total Quality Management And Human Resource Management     28

2.8 Total Quality Management And Financial Service                             31

2.9 Management Theories And Practices Contribution To Total

Quality Management                                                                      33

2.10        Improving Total Quality Management In An Organization         33

2.11        Current Status Of Total Quality Management In Nigerian Companies                                                                                       36

2.12        Failure Of Total Quality Management                                           36

2.13        Summary                                                                                         38



3.0 Introduction                                                                                          42

3.1 Research Design                                                                                   42

3.2 Re-Statement Of Research Question                                                    43

3.3 Re –Statement Of Research Hypotheses                                             44

3.4 Population Of The Study                                                                     44

3.5 Sample Size                                                                                          45

3.6 Data Collection Method                                                                       46

3.7 Method Of Data Analysis                                                                    46

3.8 Limitations Of The Study                                                                    47



4.0 Introduction                                                                                          49

4.1     Data Analysis                                                                                  49

4.2     Test of Hypotheses                                                                          61



5.0 Introduction                                                                                          68

5.1     Summary of Major Finding                                                            68

5.2     Conclusion                                                                                       68

5.3     Recommendation                                                                            68


Bibliography  CHAPTER ONE



Nigeria’s political and business terrain between 1983 and 1989 was one of biting economics hardship, great uncertainties and instability.

Banks and other financial institutions were doing well especially through exploitation of fore allocation formula up to 1990 to survive or grow through huge profits which critics termed “paper profit” as time went by when the ruler changed in 1990, following CBN prudential guideline and the federal governments banks and other financial institutional degree (BOFID) in addition to a worsening economic downtown increasing in serviced debt stock with growing sophistication in customers clientele and motivating staff competition. These situations and some other one’s precipitated the liquidation of as much as 31 banks by 1990.

This situation necessitated the need for organization to adopt practice of continuous improvement in the face of increasing competition and challenging operating environment. The potential contribution of enhanced product and service quality to competitive advantage and financial, performance notably through impact on cost and ability to charge premium prices has motivated several organization to be involved in TQM (Total Quality Management) activity and general attitude of business improvement.

There had been inference of linkage between TQM business result and organization performances.

A positive attempt by organization to improve structural, infrastructure, attitudinal behavioural and methodological ways of developing to the end customers with emphasize on constituency, improvements in quality competitive enhancements all with the aim of satisfying or delighting the end user, which his been paramount in the current clamor for the implementation of TQM.

According to Aboto, E.M (1998) one management tool that has played a leading role in the restricting exercises in the banking industry is total quality management (TQM).

 TQM as phenomenon started spreading like wildfire across the globe in the early 1980s and had been spurred on by the fierce competition ranging between companies of Japan, North America and Europe. Japanese whose land was devastated by atomic bomb in the second world war, rose from the rubbles of rubbers of deactivation in Nagashaki and Hirosina to become over the world industrial the world market like collosions. It was found out that Japan’s miraculous economics glory was a resultant effect to TQM. Japan produced goods and able to sell at a price which was lower than what it was costing the Americans and Europeans to produce them just-in-time (JIT) system enables then to produce and sell their product without incurring any cost of warehousing, “Ringi system” and like-long employment tatic were some of the component of the total quality management technical to economic success (Fapounda, 1997).


Banks may not have products that could meet the needs and aspiration of the customers. The process of banking operation in Nigeria may be considered cumbersome and below customers expectation. People in the banking industry may be presumed not adequately trained and equipped to render core banking services. Decline in the number of customers due to poor quality of products and services offered. Customers are generally dissatisfied with the mode of banking operation in Nigerian this stems from the need to perceived bank as an institution that may be lacking the TQM concept hence below performance.

1.2             RESEARCH QUESTION

Does the implementation of total quality management techniques enable banks to off products that could meet needs and satisfaction of their customers? To what   extent can the implementation of total quality management improve banking operation in Nigeria? Does the implementation of total quality management affect the cost of training and productivity in the Nigeria baking industry? Can be implementation of total quality management technique result in the number of customers due to poor quality of products and services offered? To what extent can banks be perceived as an institution that may be locking the TQM concept and hence how performance?


H1: Continuous service improvement and employee training/ development have a significant relation on total quality management.

H0: Continuous service improvement and employee training/ development no significant relation on total quality management.

1.4             OBJECTIVE OF THE STUDY

The objective of this research work are:

To establish the extent to which TQM at first bank of Nigeria (FBN) achieved corporate objectives. To determine the extents to which quality and speed of service deliver has been enhanced. To determine the level of adoption of TQM concept in the banking industry in Nigeria. To advance recommendation for appropriate usage of TQM. To contribute towards increasing the existing body of knowledge (literature) in the adoption and implementation of TQM concept.


The study will identify the effects of TQM on First Bank of Nigeria Plc performance that has led to mutual satisfaction of all the stakeholders in the relationship.

Again the finding of this study could explored as inputs for planning and in the formulation of relevant policies coming to employees in the bank and other business concerns. The effect is that improved performance can be ensured from employee translating into higher returns on investment thereby ensuring the giving concerns status and continue existence of the bank.

1.6             SCOPE OF THE STUDY

The scope of this study covers the banking industry in Nigeria, but specific attention will be on First Bank of Nigeria Plc. The period covered by this study is a period of term year (1985 – 1995) and her performance since the implementation of the process 199602007/2008.


Click Here To Get The Complete Project »

How To Write Chapter Three Of Your Research Project (Research Methodology)

  • Methodology In Research Paper

    Chapter three of the research project or the research methodology is another significant part of the research project writing. In developing the chapter three of the research project, you state the purpose of research, research method you wish to adopt, the instruments to be used, where you will collect your data, types of data collection, and how you collected it.

    This chapter explains the different methods to be used in the research project. Here you mention the procedures and strategies you will employ in the study such as research design, study design in research, research area (area of the study), the population of the study, etc. You also tell the reader your research design methods, why you chose a particular method, method of analysis, how you planned to analyze your data.

    Your methodology should be written in a simple language such that other researchers can follow the method and arrive at the same conclusion or findings.

    You can choose a survey design when you want to survey a particular location or behavior by administering instruments such as structured questionnaires, interviews, or experimental; if you intend manipulating some variables.

    The purpose of chapter three (research methodology) is to give an experienced investigator enough information to replicate the study. Some supervisors do not understand this and require students to write what is in effect, a textbook.

    A research design is used to structure the research and to show how all of the major parts of the research project, including the sample, measures, and methods of assignment, work together to address the central research questions in the study. The chapter three should begin with a paragraph reiterating the purpose of research. It is very important that before choosing design methods try and ask yourself the following questions: Will I generate enough information that will help me to solve the research problem by adopting this method?

    Method vs Methodology

    I think the most appropriate in methods versus methodology is to think in terms of their inter-connectedness and relationship between both. You should not beging thinking so much about research methods without thinking of developing a research methodology.

    Metodologia or methodology is the consideration of your research objectives and the most effective method and approach to meet those objectives. That is to say that methodology in research paper is the first step in planning a research project work.

    Design Methodology: Methodological Approach

    Example of methodology in research paper, you are attempting to identify the influence of personality on a road accident, you may wish to look at different personality types, you may also look at accident records from the FRSC, you may also wish to look at the personality of drivers that are accident victims, once you adopt this method, you are already doing a survey, and that becomes your metodologia or methodology.

    Your methodology should aim to provide you with the information to allow you to come to some conclusions about the personalities that are susceptible to a road accident or those personality types that are likely to have a road accident.

    The following subjects may or may not be in the order required by a particular institution of higher education, but all of the subjects constitute a defensible in metodologia or methodology chapter.

    Click here to complete this article - How To Write Chapter Three Of Your Research Project (Research Methodology)


Please feel free to carefully review some written and captured responses from our satisfied clients.

  • "I love what you guys are doing, your material guided me well through my research. Thank you for helping me achieve academic success."

    Sampson, University of Nigeria, Nsukka.
  • " is God-sent! I got good grades in my seminar and project with the help of your service, thank you soooooo much."

    Cynthia, Akwa Ibom State University .
  • "Sorry, it was in my spam folder all along, I should have looked it up properly first. Please keep up the good work, your team is quite commited. Am grateful...I will certainly refer my friends too."

    Elizabeth, Obafemi Awolowo University
  • "Am happy the defense went well, thanks to your articles. I may not be able to express how grateful I am for all your assistance, but on my honour, I owe you guys a good number of referrals. Thank you once again."

    Ali Olanrewaju, Lagos State University.
  • "My Dear Researchwap, initially I never believed one can actually do honest business transactions with Nigerians online until i stumbled into your website. You have broken a new legacy of record as far as am concerned. Keep up the good work!"

    Willie Ekereobong, University of Port Harcourt.
  • "WOW, SO IT'S TRUE??!! I can't believe I got this quality work for just 3k...I thought it was scam ooo. I wouldn't mind if it goes for over 5k, its worth it. Thank you!"

    Theressa, Igbinedion University.
  • "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, infact, I owe my graduating well today to you guys...."

    Joseph, Abia state Polytechnic.
  • "My friend told me about ResearchWap website, I doubted her until I saw her receive her full project in less than 15 miniutes, I tried mine too and got it same, right now, am telling everyone in my school about, no one has to suffer any more writing their project. Thank you for making life easy for me and my fellow students... Keep up the good work"

    Christiana, Landmark University .
  • "I wish I knew you guys when I wrote my first degree project, it took so much time and effort then. Now, with just a click of a button, I got my complete project in less than 15 minutes. You guys are too amazing!."

    Musa, Federal University of Technology Minna
  • "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!!!."

    Ali Obafemi, Ibrahim Badamasi Babangida University, Niger State.
  • To contribute to our success story, send us a feedback or please kindly call 2348037664978.
    Then your comment and contact will be published here also with your consent.

    Thank you for choosing