IN THIS RESEARCH PAPER
- 1-5 Chapters
- Abstract : Available
- Table of Content: Available
- Research Questions
- References Style: APA
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Customer satisfaction is the cornerstone of every successful business, yet traditional management-controlled systems often hinder organizations from achieving this critical goal. This study examines Total Quality Management (TQM) as an essential framework for enhancing organizational effectiveness and fostering customer satisfaction. TQM emphasizes continuous improvement by addressing minor and major issues, refining processes, and focusing on the smallest details to consistently exceed customer expectations. This research focuses on Standard Trust Bank (STB), employing questionnaires distributed to staff and customers, alongside interviews, observations, and internal records. The findings reveal that achieving customer satisfaction requires organizations to consistently “do the right things, right on time, first time, and every time.” TQM champions the philosophy of perpetual improvement, regardless of an organization’s current performance level. The study underscores TQM as a vital tool for organizations seeking a competitive edge in today’s business landscape. By adopting this customer-centric management philosophy, businesses can meet and surpass the expectations of both internal and external stakeholders. This research concludes that organizations must integrate TQM into their operations to enhance efficiency, foster loyalty, and achieve sustainable success in an increasingly competitive market.
Keywords
Total Quality Management, TQM Principles, Customer Satisfaction, Organizational Effectiveness, Employee Empowerment, Service Quality, Continuous Improvement, Standard Trust Bank, Business Strategy, Zero Defect
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TABLE OF CONTENTS
CHAPTER ONE:
INTRODUCTION
1.1 Background of the study Statement of the problem
1.2 Purpose of the study
1.3 Significance of the study
1.4 Research question
1.5 Hypothesis
1.5 Scope of the study
1.6Limitation of the study
CHAPTER TWO:
LITERATURE REVIEW
1.1 Introduction
1.2 The management methodology
1.3 Principles of total quality management
1.4 Total quality management implementation
1.5 How total quality management work
1.6 Tools and techniques for TQM
1.7 Benefits and bottleneck of TQM
CHAPTER THREE
- Research design/methodology
3.1 Introduction to the design
3.2 Research design
3.3 Area of study
3.4 Population
3.5 Sample size determination
3.6 Instrument for data collection
3.7 Validation of the instrument
3.8 Reliability of the instrument
3.9Method of data collection
3.10 Method of data analysis
CHAPTER FOUR
4.0 Data presentation and analysis
4.1 Presentation and analysis of data
CHAPTER FIVE
- Discussion, Recommendation & conclusion
5.1 Discussion of result finding
5.2 Conclusion
5.3 Recommendation
5.4 Suggestion for further study
Appendix