IMPACT OF CONTINUOUS SERVICE IMPROVEMENT AS TOTAL QUALITY MANAGEMENT STRATEGY ON NON-FINANCIAL PERFORMANCE MEASURES IN SELECTED DEPOSIT MONEY BANKS IN KWARA STATE

Abstract

In most Deposit Money Banks (DMBs) in Nigeria, customer still experiences dissatisfaction over the quality of service received in term of delay in money transferred, long queue in the banking hall customer-employee relationship. Hence there is need to examine the impact of continuous service improvement as a total quality management strategy on non-financial performance measures in selected deposit money banks in kwara state. Survey in the form of descriptive research design were used, 593 questionnaires administered to the staff and customers of the sampled banks. United bank for Africa, Guarantee Trust bank and First bank Nigeria Plc was selected based on their proximity to the researcher. Proportional sampling method was used to determine the sample size. Data generated through questionnaire were analysed using both multiple regression and Pearson correlation. Data were analysis, at (R) 0.05 level of significance and the result revealed that all the continuous service improvement variables have significant impact on non financial performance of deposit money banks.(R=0.964, R²=0.929, df=4 p(.000)<0.05). The study concluded that the management of deposit money banks should ensure that new ideas are generated through customer’s request and benchmarking followed by training and development to acquire new manipulative skills for competitive advantage in order to attract retain and increase their market share. It was recommended that bank management should ensure that there is every – time redesigning, quality improvement, quality development and quality maintenance that aim to improve the market position of the company, this can also be achieving through constant job enrichment, job enlargement and job rotation to enhance customer satisfaction.