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Impact Of Total Quality Management On Customers’ Satisfaction And Bank Profitability
CHAPTER ONE -- [Total Page(s) 2]
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1.1 STATEMENT OF PROBLEMS
Quality has
been found to be the elixir which provides the necessary leading edge in
a completive environment especially in the present banking environment.
Having fully classified the problems of the study, the researcher
hereby state the following research question which are to serve as guide
to the study:
• What are those factors bringing about changes in the product delivery methods of Banks?
• How can banks cope with the growing competition in the industry?
• How can banks cope with the ever changing demand and orchestration of the customers towards what constitutes values?
• What constitutes quality financial products and services in the perception of the customer?
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Will the implementation of total Quality management strategy facilitate
improvement in the quality of product and services delivery in banks?
• How can banks cope with the want and needs of customers?
1.2 OBJECTIVE OF THE STUDY
This study has its major objective to be:
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To study how total Quality management can bring about significant
effectiveness customers relations and profitability and corporate image
of bank.
• To study the output performance of Nigeria banking system.
• To study the need for quality product/ services in banking
• To consider how total quality management can be effectively implemented in banks.
• To consider the relevance of Total Quality management in banking.
CHAPTER ONE -- [Total Page(s) 2]
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ABSRACT - [ Total Page(s): 1 ]A research cannot be carried out if there is no missing link or lacunars or it there is no question unanswered. Total quality management has been seriously dealt with in this research work to know it impact on customer satisfaction and bank profitability to some unanswered questions as to give answer. Chapter 1 familiarized us with the meaning of total quality management, the purpose of the study; it even states the research hypothesis, limitation and constraints, significance of ... Continue reading---
