Effect of Total Quality Management Practice on Organization Performance: the Case of Dashen Bank
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Date
2024-06-24
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A.A.U
Abstract
The purpose of this study was to examine the effect of total quality management practices
on the organizational performance of Dashen Bank. The study focused on five
independent variables such as top management commitment, customer focus, employee
empowerment, continuous improvement and process approach. The study used
quantitative research approach and explanatory research design to objectively answer
the research questions. The researcher used simple random sampling technique in order
to choice respondent from the population and distribute 135 structured questionaries.
Then the data were coded through SPSS software and analyzed via descriptive and
inferential statistics of correlation and regression analysis. The finding of multiple
regression analysis showed that the top management commitment, customer focus and
continuous improvement had significant positive impact on organization performance.
The employee empowerment had insignificant negative impact on organization
performance and the process approach had insignificant positive impact on organization
performance. Finally, on the basis of the research findings, suitable recommendations
along with inferences for further studies have been forwarded. The recommendations take
assessment of employee training need and opportunity for improvement of to deliver
quality service and increase organization performance