TOTAL QUALITY MANAGEMENT PRACTICES AND PERFORMANCE OF COMMERCIAL BANKS IN GARISSA COUNTY, KENYA
Saadia Abdi Salah - Master of Business Administration in Strategic Management, Kenyatta University, Kenya
ABSTRACT
The overall goal of any business entity is to have the needs of customers satisfied. They do this by offering quality products or services. It is imperative that within an organization, all internal customers are satisfied to ensure complete satisfaction of external customers. Total Quality Management is the most currently used means of management that aim at enhancing financial performance of organizations by meeting its customer needs and quality of the products. The study mainly sought to find out the major influence that; concept of total quality has on the management of Kenyan commercial bank. The study sought to establish the effect of total quality management practices and performance of Commercial banks in Garissa County, Kenya. The objectives of the study were to establish effect of employee involvement, management commitment, continual improvement and customer focus on performance of commercial banks in Garissa County, Kenya. The study was based on Knowledge based theory, Deming’s theory of Total quality management and systems approach theory. The study used descriptive research design and a population of 104 respondents drawn from top and middle level management was considered. A sample of 40% was taken generating 42 respondents. Both structured and unstructured questionnaires with closed and open-ended questions were used intensively to gather relevant data that was used in this study. Different questions were used to give the respondents a wide variety and give room for respondents to answer the objectives in question as exhaustively as it is established. Quantitative data collected was analyzed by the use of descriptive statistics using SPSS (Version 22) and presented through percentages, means, standard deviations and frequencies. In addition, the study conducted a multiple regression analysis to estimate the model for the study. The analysed data was presented in graphs, frequencies, charts and tables for interpretation and to enable draw conclusions and recommendations thereof. The findings of this study will be useful to commercial banks since it will provide insights on the importance of practicing quality management practices in the banking industry to achieve financial performance of firms. In theory, this study will be resourceful in providing more information on the various quality management practices adopted by firms. The study will also serve as a point of reference to academicians interested in this area and other related topics.