| dc.description.abstract | This project examines the relationship between total quality management usage
has on competitive advantage in the banking industry in
Kenya. The new
electronic age has transformed the marketing of banking services. The modern
customer demands new and differentiated financial products and services. This
way, banks must continuously search for new strategies to develop and market
their pr
oducts and services. The banking industry has gone through many changes
as a result of the introduction of TQM. The aim of this project is to evaluate the
various factors that TQM has brought in place to meet productivity, customer
satisfaction and service
delivery in the banking industry. This include the effects
of service delivery on the usage of TQM, the effect of products and services
differentiation on TQM, the effect of customer needs a
nd wants on TQM, the
effects of
costs on usage of TQM, the effect
s of competition on usage of TQM.
The focus of the report has mainly been in the Licensed
Commercial banks in
Kenya and d
ata was obtained from both the operations managers at the banks.
The data was analyzed using simple descriptive research methodology wi
th the
help of illustrations through table of figures to objectively determine the
r
elationship between Information
Communication Technology usage on
Efficiency in banking industry in Kenya. The study focused on licensed
commercial banks in Kenya. The case
study research design was adopted for this
research work; to study 43 licensed commercial banks according to the Central
bank of Kenya (2012). The questionnaire was used as instrument to collect data
for the study. The questionnaire was administered on th
e sampled population,
which were dully completed and returned to the res
earcher. The data collected
was
analyzed and interpreted. Relevant findings were made from the study on the
efficiency and application of
TQM in banking sector. The finding shows that
TQM adoption in banks has led to competitive advantage and improvement
of
operational
efficiency and reduced
information costs | en_US |
