Influence of total quality management on quality service delivery: a case of Barclays bank, Kenya
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Date
2012Author
Egesa, Dorice R
Type
ThesisLanguage
en_USMetadata
Show full item recordAbstract
The study investigated the influence of Total Quality Management on quality service delivery at Barclays Bank Kenya Ltd. The objectives of the study assessed the influence of management commitment on service delivery at Barclays Bank Kenya in terms of the influence of the nature of employee involvement on service delivery, the extent of the influence of customer satisfaction on service delivery and the influence of continuous process improvement methods on service delivery.
In chapter one the research topic was introduced by carrying out a research background. Various books and journals were used to come up with different meanings of the topic hence being able to come up with the research problem statement.
In chapter two concepts relevant to the study of the influence of Total Quality Critical review and in-depth analysis of the works of various scholars who have conducted different studies on TQM, particularly those touching on the influence of TQM on service delivery in financial institution were looked at. The literature review was subdivided into top management commitment, employee involvement, customer satisfaction and continuous process improvement, theoretical framework, conceptual framework and the summary.
In chapter three, procedures adopted in gathering data, to carry out the study are described and these includes, research design, target population, sampling procedure, method of data collection, validity and reliability, operational definition of variables and methods of data analysis and expected outcome are explained and illustrated in the text.
In chapter four analysis of data collected from the field are provided. The results are presented in tables and sequentially according to the research question to highlight the major findings.
Chapter five summarizes findings of the study in relation to the major issues raised with respect to the objectives of the study. This has been presented on the introduction, major findings of the study, recommendations, conclusions and room for further studies.
Publisher
University of Nairobi, Kenya
Collections
- Faculty of Education (FEd) [5964]