ASSESSMENT OF TOTAL QUALITY MANAGEMENT IN BANKING INDUSTRY THE CASE STUDY OF FIRST BANK OF NIGERIA PLC
ASSESSMENT OF TOTAL QUALITY MANAGEMENT IN BANKING INDUSTRY THE CASE STUDY OF FIRST BANK OF NIGERIA PLC
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Date
1999-06
Authors
BICHI, ABDULKADIR ABBASS
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Abstract
This is an indepth study of the concept of Total Quality Management as it
relates to the banking industry with First Bank of Nigeria Plc as a case study.
In order to have an insight into the nature of its activities, the study gave
brief narrations on the history, organisational structure and the performance
of FBN Pic one of the oldest bank in the country.
To give direction to the purpose of this research, measures of financial
performance, level of implementation of TQM at FBN Plc customer
satisfaction were determined from field survey.
it was thus observed from the research that indeed the implementation of
TQM of First Bank Plc has been successful. Be that as it may, management
is net relenting but feels that there is so much to accomplish in an
environment where threats keep mounting.
Description
A PROJECT SUBMITTED TO THE POSTGRADUATE SCHOOL,
AHMADU BELLO UNIVERSITY, ZARIA
IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF
THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION (MBA).
DEPARTMENT OF BUSINESS ADMINISTRATION
FACULTY OF ADMINISTRATION
AHMADU BELLO UNIVERSITY, ZARIA.
Keywords
ASSESSMENT,, TOTAL,, QUALITY,, MANAGEMENT,, BANKING INDUSTRY,, CASE STUDY,, FIRST BANK,, NIGERIA