EFFECT OF TOTAL QUALITY MANAGEMENT ON EMPLOYEE PRODUCTIVITY IN NIGERIA’S BANKING INDUSTRY
Abstract
This study determined the effect of TQM on employee productivity in the banking industry in Nigeria, with particular reference to UBA Plc, in Benue State, Nigeria. The Specific objectives of this research include to determine the effect of top management commitment on employee productivity, to ascertain the influence customer focus on achieving employee productivity, to evaluate how continuous improvement influence employee productivity, and to established how team work influence employee’s productivity in the banking industry in Nigeria. Descriptive Survey research design was deployed for the study. Primary data were sourced from 85 respondents who constituted the study population. Since the population was small, census sampling method was used to collect data using research questionnaire measured on a 5-point Likert-scale. The hypotheses were analyzed using multiple regression analysis. All statistical analyses were done with the aid of SPSS version 20.Thestudy found that there is a significant positive effect of top management, continuous improvement and teamwork on employee productivity in UBA Plc, Benue state. However, there is a significant negative effect of customer focus on employee productivity in UBA Plc, Benue state. The study recommended amongst other things that top management should be more committed to quality issues; prioritizing quality performance as a major objective in their strategic decisions in order to build trust with employees and enhance quality improvement processes. This is because the active formulation of quality plan will necessitate a clear indication of what is going to be achieved concerning quality by employees.
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