ABSTRACT

This study
centered on Total Quality Management (TQM) and the Performance of First Bank
Nig Plc in Uyo Metropolis. The specific objectives of this study were to assess
the extent of the influence of high quality of service on the performance of
First Bank Nig Plc, Uyo, to examine the extent of influence of team work on the
performance of First Bank Nig Plc, Uyo, and to find out the extent of the
influence of management commitment on the performance of First Bank Nig Plc,
Uyo. The study made use of survey research design in administering questionnaire
to the respondents.  Using proportional
sampling technique, 114 respondents were selected for this study. Primary data
used in this study were collected from a well-structured questionnaire which
was administered randomly on staff of First Bank Nig Plc, Uyo. Simple
Regression analysis was the statistical tool used in testing the hypotheses.
Results from the tested hypotheses revealed that high quality of services,
employees’ team work approach, and management commitment all have a significant
influence on the performance of First Bank Nig Plc, Uyo. Findings showed that
with a F-cal value of 8.003, high quality of service has a significant
influence on the performance of First Bank Nig. Plc., Uyo. Results also showed
that with a F-cal of 5.089, team work approach has a significant influence on
the performance of First Bank Nig. Plc., Uyo. Results of the analysis further
showed that with a F-cal value of 4.284, management commitment has a
significant influence on the performance of First bank Nig. Plc., Uyo. The study
concluded that high quality of service, employees’ team work approach and
management commitment significantly affected the performance of First Bank Nig.
Plc. Based on these findings, it was recommended among others that delivering
quality services to the customers must be seen as an organizational culture
regardless of the functional units, there should be a balance between the tasks
assigned to employees as an individual and as a team, and management of the
organization should view themselves as key figures in formulation and
implementation of TQM system in the organization.

TABLE
OF CONTENTS

Title
                                                                                     Page

Cover
page           –                  –                  –                  –        i        

Declaration
                    –                  –                  –                  –        ii       

Certification
        –                  –                  –                  –        iii      

Dedication            –                  –                  –                  –        iv      

Acknowledgement         –                  –                  –                  –        v       

Abstract                –                  –                  –                  –        vii

Table
of Contents          –                  –                  –                  –        viii

List
of Tables       –                  –                  –                  –        xii

CHAPTER
ONE: INTRODUCTION

1.1        
    Background to the Study                        –                  –        1       

1.2        
    Statement of the Problem                        –                  –        6       

1.3        
    Objectives of the Study                           –                  –        7       

1.4        
    Research Questions                      –                  –        8       

1.5        
    Hypotheses of the Study                         –                  –        8       

1.6     Significance of the Study                           –                  –        9       

1.7     Scope
and Limitations of the Study         –                  –        10     

1.8           
      Organization of the Study                  –                  –        11     

1.9     Operational
Definition of Terms     –                  –        12     

1.10   Brief
Profile of First Bank of Nig. Plc.                           –        13     

CHAPTER TWO: REVIEW OF RELATED
LITERATURE

2.1     Conceptual Framework of Total Quality

Management (TQM)      –                  –                  –        16

2.1.1  Historical Perspective of TQM                   –                  –        16     

2.1.2
The Concept of Total Quality Management
(TQM)       –        19     

2.1.3
Frameworks of Total Quality Management
(TQM)       –        21     

2.1.4
The Concept of Organizational Performance                 –        28     

2.1.5 Total Quality Management (TQM)

and
Organizational Performance       –                  –        32     

2.2
    Theoretical Framework                     –                  –        34     

2.3     Empirical
Review                   –                  –                  –        36     

2.3.1 Summary of
Review of Related Literature                 –        43     

CHAPTER THREE: RESEARCH METHODS       

3.1     Research Design-                             –                  –        46     

3.2     Population of the Study                            –                  –        46     

3.3     Sample Size Determination             –                  –        47     

3.4     Sampling Technique    –                  –                  –        48     

3.5     Research Instrument    –                  –                  –        49     

3.6     Validity of the Research
Instrument         –                  –        50     

3.7              Reliability of the Research Instrument     –                  –        50

3.8     Administration of Research
Instrument            –        51     

3.9     Scoring of Research
Instrument      –                  –        51     

3.10   Statistical Instrument Used for
Data Analysis   –        52     

3.11   Decision Rule                –                  –                  –        52     

CHAPTER FOUR:       DATA PRESENTATION, ANALYSIS

AND INTERPRETATION

4.1
    Data Presentation                    –                  –                  –        53     

4.2     Test of Hypotheses                           –                  –        62     

4.2.1  Test
of Hypothesis One –                  –                  –        62     

4.2.2  Test of Hypothesis Two          –                  –                  –        64     

4.2.3  Test of Hypothesis Three        –                  –                  –        66     

4.3     Discussion of Findings  –                  –                  –        68

CHAPTER FIVE:               SUMMARY OF FINDINGS,

CONCLUSION AND

RECOMMENDATION

5.1     Summary
of Findings                       –                  –        70     

5.2    Conclusion                     –                  –                  –        72     

5.3     Contribution to Knowledge              –                  –        72     

5.4    Recommendations                   –                  –                  –        73     

5.5     Suggestion for Further Research       –                  –        74     

References

Appendices

LIST OF TABLES

Table                   Title                                                                     Page

Table 3.1: 
Branch Distribution of First
Bank’s

Population and Sample Size –                  –        49                                 

Table 3.2:   Reliability
Results of the selected

TQM
Constructs –                  –                  –        51

Table
4.1:   Number of Copies of Questionnaire

Distributed           –                  –                  –        53

Table 4.2:   Analysis of Personal
Data of Respondents          –        55

Table 4.3:   Quality of Services Rendered to Customers         –        56     

Table 4.4:   Quality of Services Rendered to Customers

and
Organizational Success     –                  –        56