TOTAL QUALITY MANAGEMENT IMPLEMENTATION AND PERFORMANCE OF THE BANKING INSTITUTIONS IN TANZANIA: A CASE OF CRDB BANK PLC

Abstract

The focus of the study was to assess the implementation of TQM and the performance of the banking institutions in Tanzania. The study was conducted at CRDB bank headquarters. The study intended to examine the impacts of implementation of TQM on the performance of the bank, analyse the effects of employee involvement in TQM on the performance of the bank and evaluate the effects of management leadership in TQM on the performance of the bank. A case study research design was used with a sample of 80 respondents utilising questionnaires, interviews and documentary review. The collected data were analysed quantitatively through descriptive analysis and multiple linear regression model. The study found that implementation of TQM facilitates the increase of both employees’ and bank performance as well as service quality. Moreover, the study found that employee involvement in the implementation of TQM helps to provide training that supports to increase the performance of the bank. The study also found that management leadership in TQM helps in decision making which increases bank performance. The study concluded that the implementation of TQM facilities increases employees’ performance which results into increase in bank performance, and helps to reduce costs associated with bank operations which leads to the increase in bank performance