Total Quality Management Practices Adopted in the Banking Sector in Uganda
| dc.contributor.author | Patience Nakabiito | |
| dc.date.accessioned | 2023-10-18T09:45:03Z | |
| dc.date.available | 2023-10-18T09:45:03Z | |
| dc.date.issued | 2023-09-25 | |
| dc.description | This is a dissertation. | |
| dc.description.abstract | The banking sector plays a pivotal role in the economic growth and stability of a country. In the pursuit of enhancing service quality and operational efficiency, many banks globally have turned to Total Quality Management (TQM) practices. The study topic was the total quality management practices adopted in the banking sector in Uganda. The study was guided by three research objectives which are: (i)To establish how continuous branding influences performance of the banking sector in Uganda. (ii)To examine the effect of employee involvement in the performance of the banking sector in Uganda. (iii)To assess the effect of top management commitment on the performance of the banking sector in Uganda. The study adopted a desk-based research design, utilizing a qualitative research approach. The study focused on two banks which included finance Trust Bank, and Post Bank Uganda. These banks were purposively selected. Data utilized was drawn from secondary sources which included dissertations, journal articles, and websites on google. On objective one, the study findings revealed that continuous branding positively affected the banking sector as it contributed to Brand Recognition, increase in trust and credibility, Effective Marketing and Communication which all contributed to an increase in the number of clients. On objective two, the study findings revealed that continuous improvement Enhanced Efficiency, caused client satisfaction, created better customer experience, enabled Innovation and Adaptability which all contributed to the growth of the bank. On objective three, the study findings revealed that, top management commitment enables Employee Engagement, creates a good organizational culture, offers strategic Direction and Vision to the banking sector. The study recommends that a study of a similar nature be undertaken utilizing a pragmatic approach to research so that the results can be used for comparative analysis. The said study should have a wider sample of banks ranging from tier three to tier four. Keywords: total, quality, management and practices | |
| dc.identifier.uri | https://hdl.handle.net/20.500.12311/1173 | |
| dc.language.iso | en | |
| dc.publisher | Uganda Christian University | |
| dc.title | Total Quality Management Practices Adopted in the Banking Sector in Uganda | |
| dc.type | Dissertation |