Total Quality Management For Service Delivery By Commercial Banks: Analysis Of Critical Success Factors
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Abstract
The study identified a four-phased strategy for successful TQM application to commercial bank service delivery and customer satisfaction. The opinion of staff and customers of twenty- four (24) licensed commercial banks in operation in Nigeria at the time of the study formed source of our data. The results obtained based on principal component and regression analysis among others identified a four cluster model of design, implementation, enforcement and sustainability in order of priority loading of twelve TQM success factors as key to realization of the objective of enhanced service delivery to customers by commercial banks.
Keywords
Design, policy, implementation, enforcement, Quality, satisfaction, sustainability
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