The Effect of Total Quality Management Practices on The Performance of Selected Private Banks Operating in Addis Ababa
| dc.contributor.advisor | Meskerem Mitiku (PhD. Assistant Professor) | |
| dc.contributor.author | Zemenu Walle | |
| dc.date.accessioned | 2025-03-06T14:42:12Z | |
| dc.date.available | 2025-03-06T14:42:12Z | |
| dc.date.issued | 2024-03-26 | |
| dc.description.abstract | The major aim of the research paper is to measure the effect of total quality management practices on the performance of selected private banks operating in Addis Ababa. Because of the dynamics of competitive advantages used by service rendering organizations particularly banks and there is no research conducted on the issue in question the researcher was interested to test and assess the effect of total quality management practices on the performance of banks by focusing on four Total quality Management practices (Top management commitment, Customer focus, Employee involvement, and Continuous improvement) were used to measure the performance (Operational performance, Customer satisfaction, Employee Satisfaction, and Market share) of three different banks at a branch level. In order to achieve the aims, mixed method of research with concurrent research design and primary sources of data were used. The data were collected through self-administered questionnaire. Purposive sampling procedure was used to collect data from branch managers; Sampling formula ( Slovin’s formula ) was used to determine the sample size of branch employees. Multiple regressions model and correlation were used to investigate the relationship between dependent and independent variables. The regression test showed that selected practices of TQM have positive effect on performance of selected private banks operating in Addis Ababa. The correlation result indicates that there is a positive correlation between selected practices of TQM and performance of selected private banks operating in Addis Ababa. The research provides that Top management commitment, Customer Focus, Continuous Improvement and Employee Involvement plays the most important role in the performance of banks. The research finding also indicate implementing total quality management practices increase the performance of banks in turn leads to operational performance, customer satisfaction, better market share, and improved employees satisfaction. | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/5000 | |
| dc.language.iso | en_US | |
| dc.publisher | AAU | |
| dc.title | The Effect of Total Quality Management Practices on The Performance of Selected Private Banks Operating in Addis Ababa | |
| dc.type | Thesis |