APPLICATION OF TOTAL QUALITY MANAGEMENT IN THE BANKING INDUSTRY A STUDY OF UNITED BANK FOR AFRICA PLC AND FIRST BANK OF NIGERIA PLC

86

APPLICATION OF TOTAL QUALITY MANAGEMENT IN THE BANKING INDUSTRY A STUDY OF UNITED BANK FOR AFRICA PLC AND FIRST BANK OF NIGERIA PLC

ABSTRACT

The topic of this research is the application of Total Quality Management in the banking industry, (A study of UBA Plc and First Bank of Nigerian Plc).

The major objective of the study is to enquire into problems encountered in the provision of good quality services to customers in commercial banks with focus on UBA Plc and First Bank Plc and to determine specifically the impact of the application of TQM on the services of UBA Plc and First Bank Plc to the banking public.

The instrument of data collection is questionnaire and research questions, which formed the source of primary data, while materials from various published articles; textbooks, journals newspapers and annual report and statement of account of UBA and First Bank as well as mateials from internet formed the secondary data.

The method of analysis is the use of tables, percentage and chi-square. The major finding of the research is that problems encountered in the provision of services in UBA Plc and First Bank Plc includes finance, manpower, Technology among others. The study recommended subordinates and employees be given equal opportunity to participate in decision making the study concluded that there is a bright and abundant prospect for the use of Total Management in the Banking Industry.