Effect of Total Quality Management on Business Performance of Banks: The Case of Bunna International Bank S.C
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Date
2019-06
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Addis Ababa University
Abstract
Total quality management (TQM) has become an accepted technique to ensure performance and survival in the modern economies. Recent studies have claimed that the successful implementation of TQM could generate improved products and services, as well as reduced costs, more satisfied customers and employees, and improved financial performance. The purpose of this study was determining the effect of TQM on the business performance of bunna international bank S.C. This study was limited to establishing how the pillars of TQM, namely employee relationship, customer relationship, processes and top management involvement relate to business performance. The four pillars of tqm formed the independent variables of this study while business performance was the dependent variable. These variables were studied to fill the gap of explaining how the use of tqm in Bunna international bank S.C affects its business performance. This study was descriptive in nature and the researcher used case study method. The target population of the study comprised of Bunna international bank employees. The researcher used stratified random sampling in selecting respondents. The findings indicated a positive relationship between top management involvement, process and employee relationship, customer relationship and business performance. The cross used to analyze the results from the study. The research recommends that steps to improve top management involvement, process, Employee involvement and customer relationship to improve business performance.
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Keywords
Business performance, Quality control, Total quality management