EFFECT OF TOTAL QUALITY MANAGEMENT ON EMPLOYEE PERFORMANCE IN ACCESS BANK PLC MAKURDI BRANCH, BENUE STATE, NIGERIA

A CASE STUDY OF ACCESS BANK PLC MAKURDI BRANCH, BENUE STATE, NIGERIA

Abstract

The study determined the effect of total quality management on employee performance in access bank Plc Makurdi branch, Benue State, Nigeria. The Specific objectives of this research include determining the effect of top management commitment on Employee Performance, to determine the effect of customer focus on achieving Employee Performance, to determine the effect of continuous improvement on Employee Performance, and to determine the effect of team work on employee performance in access bank Plc Makurdi branch, Benue State Nigeria. Descriptive Survey research design was deployed for the study. Primary data were sourced from 85 respondents who constituted the study population, and since population was small, census sampling method was used to collect data using research questionnaire measured on 5point Likert-scale. The hypotheses were analysed using multiple regression analysis. All statistical analyses were done with the   help of SPSS version 20.The study found that there is a positive and significant effect of top management, continuous improvement and teamwork on employee performance of Employee performance in access bank Plc Makurdi branch, Benue State. However, there is a negative but significant effect of customer focus on employee performance of Employee performance in access bank Plc Makurdi branch, Benue State. The study recommended amongst other things that top management should be more committed to quality issues; prioritizing quality performance as a major objective in their strategic decisions in order to build trust with employees and enhance quality improvement processes. This is because the active formulation of quality plan will necessitate a clear indication of what is going to be achieved concerning quality by employees.