APPLICATION OF TOTAL QUALITY MANAGEMENT IN THE BANKING INDUSTRY A STUDY OF UNITED BANK FOR AFRICA PLC AND FIRST BANK OF NIGERIA PLC

ABSTRACT
The topic of this research is the application of Total Quality
Management in the banking industry, (A study of UBA Plc
and First Bank of Nigerian Plc).
The major objective of the study is to enquire into problems
encountered in the provision of good quality services to
customers in commercial banks with focus on UBA Plc and
First Bank Plc and to determine specifically the impact of
the application of TQM on the services of UBA Plc and First
Bank Plc to the banking public.
The instrument of data collection is questionnaire and
research questions, which formed the source of primary
data, while materials from various published articles;
textbooks, journals newspapers and annual report and
statement of account of UBA and First Bank as well as
mateials from internet formed the secondary data.
The method of analysis is the use of tables, percentage and
chi-square. The major finding of the research is that
problems encountered in the provision of services in UBA Plc
and First Bank Plc includes finance, manpower, Technology
among others. The study recommended subordinates and
employees be given equal opportunity to participate in
decision making the study concluded that there is a bright
and abundant prospect for the use of Total Management in
the Banking Industry.

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