The Impact of Total Quality Management (TQM) Dimensions on Employee Performance: A Comparative Study on Selected commercial banks Operating in Addis Ababa
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Date
2020-06
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A.A.U
Abstract
This study investigated the impact of total quality management dimensions on employee performance in selected commercial banks operating in Addis Ababa (CBE, Awash Bank and DGB). 501 respondents from managerial levels and senior experts working in the headquarter of the three commercial banks (271 respondents from CBE, 173 respondents from Awash Bank, and 57 respondents from DGB) were chosen as sample. The research method utilized in this study was a survey method. The study used questionnaires, interviews and secondary data records as tools for data collection. The information obtained through survey is analyzed using the statistical package for the social science (SPSS) windows version 24 and Microsoft office package excel-2010. Cronbach’s alpha was used to test the reliability of the instrument. Descriptive, correlation and multiple linear regression were used to link TQM to employee performance. Through literature review TQM dimensions (such as top management commitment and leadership (TMCL), employee education and training (ETE), employee empowerment and involvement (EEI), continuous measurement and management of quality (CMMQ), and continuous improvement (CI)) that are relevant to commercial banking sector were identified. The outcome of the study indicated that ETE and CMMQ had a significant positive impact on employee performance in CBE. TMCL, ETE, and EEI had a significant positive impact on employee performance in Awash Bank. On the other hand, only ETE had a significant positive impact on employee performance in DGB. This study result confirmed that only employee training and education had a significant positive impact on employee performance across the three banks.
Description
A Thesis Submitted to Addis Ababa University College of Business and Economics in Partial Fulfilment of the Requirements for the Degree of Master of Science (M.Sc.) in Management Specialized in Quality Management and Organizational Excellence
Keywords
Commercial banks, Employee Performance, TQM Dimensions