Effects of total quality management on financial performance in the banking sector: a case study of national bank of Kenya

Abstract

Total quality management (tqm) has become an accepted technique to ensure performance and survival in the modern economies. Recent studies have claimed that the successful implementation of tqm could generate improved products and services, as well as reduced costs, more satisfied customers and employees, and improved financial performance. The purpose of this study was to establish tqm practices employed by nbk and examine their effect on the financial performance of the bank. The objective of this study was to establish the effect of total quality management on financial performance of nbk. This study was limited to establishing how the pillars of tqm, namely supplier relationship, customer relationship, processes and top management involvement relate to financial performance. the four pillars of tqm formed the independent variables of this study while financial performance was the dependent variable. These variables were studied to fill the gap of explaining how the use of tqm in nbk affects its financial performance. This study was descriptive in nature and the researcher used case study method. The target population of the study comprised of nbk employees. the researcher used stratified random sampling in selecting respondents. the findings indicated a positive relationship between top management involvement, process and supplier relationship and financial performance. However, customer relationship negatively affected financial performance. the regression analysis showed a weak relationship among the variables with by the f-test and a weak coefficient of determination. the research recommends that steps to improve top management involvement, process and supplier relationship to improve financial performance. Acronyms: Automated teller machine (atm), central business district (cbd), management by objective (mbo), national bank of kenya (nbk), total quality management (tqm)