The Effect of Total Quality Management on The Performance of The Banking Industry in Uganda: A Case Study of Centenary Bank Kabale Branch.
The study examined the effect of total quality management on the performance of the banking industry in Uganda taking Centenary Bank Kabale branch as a case study. The objectives of the study included; to what extent TQM practices have been adopted by Centenary Bank, what is the effect of adopting TQM practices on the operational performance of Centenary Bank and to examine the effect of top management commitment on the performance of Centenary Bank. The study used a descriptive research design. The researcher used the design to collect and present the data according to the respondents' perspectives without altering any of the responses. The target population of the study consisted of 48 staff among the Centenary Bank in Kabale Municipality. The findings reveal that TQM practices (Culture (focus on quality), Continuous process improvement, Training and Education, Top Management Commitment, and Teams (Employee Commitment) have been adopted in the firms but at varying degrees. The results showed that culture (focus on quality) with a percentage of 93% has been adapted to a moderate extent although customers are involved in the product and service design process to a very low extent. The overall percentage for factors under operational performance was 98% showing that total quality management practices have impacted operational performance in Centenary Bank to a moderate extent. It appears that TQM practices have a huge effect on the operational performance of Centenary Bank in Kabale Municipality. Nevertheless, effective TQM does not directly increase the revenues and profits of Centenary Bank and this was evidenced by factors under cost having a mean of 100%. The study also recommends that senior managers in the head offices of Centenary Bank should increase· their commitment to quality management initiatives to positively influence the performance of their organizations. The strategic goals and vision statements of Centenary Bank should embrace quality management. The study recommends that all branch managers of Centenary Bank should improve their employee empowerment practices to significantly influence the performance of their organizations. All human resource policies of Centenary Bank should encourage employee empowerment. The branch managers of Centenary Bank should ensure that all employees are involved in all decisions made about matters of quality.
Effect, Total Quality Management, Performance, Banking Industry in Uganda, Centenary Bank Kabale Branch
Ndyamuhaki, Ronald (2023). The Effect of Total Quality Management on The Performance of The Banking Industry in Uganda: A Case Study of Centenary Bank Kabale Branch. Kabale: Kabale University.