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| Total Quality Management and the Performance of Microfinance Banks in Delta State
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OYIBO Freedom, Nwadoezie Jessica, Emmanuel Cynthia and Youmg Patrick
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Abstract:
The purpose of the study thus was to examine the influence of total quality management on organizational performance of microfinance banks in Delta State. The independent variable, total quality management was proxied by continuous quality improvement, leadership, employee involvement, bench marking and customer relationship management. The dependent variable, organizational performance, was proxied by customer satisfaction. The study adopted a survey research design. The Purposive sampling technique was used in selecting 20 license microfinance banks in Delta State. The total number of employees of the microfinance banks selected was 327. Taro Yamane formula was used in determining a sample size of 180. The study made use of primary source of data. The research instrument was a closed-ended questionnaire. The reliability of the research instrument was conducted using Cronbach alpha coefficients. The Cronbach alpha values were higher than 0.7, implying that the research instrument was reliable for the study. It was administered to the respondents through hand delivery method. The data were analyzed using descriptive and inferential statistics through Statistical Package for Social Sciences (SPSS). Out of the 180 respondents to whom the researcher sent the questionnaire, 170 completely filled and returned theirs and was deemed usable for further analysis. The stated hypotheses were tested and the results revealed that all the total quality management dimensions were significantly related to Organizational performance. Continuous quality improvement, employee involvement and customer relationship management had positive relationship with organizational performance. The study concluded that total quality management practices need to be given adequate attention by microfinance banks in Delta State. The study recommended among others that employees in microfinance banks should be updated on best practices in the industry. Also, microfinance banks should train and retrain their employees on innovative and best practices in the industry.
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