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The effects of total quality management on customer service management in the Nigerian banking industry: an empirical analysis

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  • Olawumi Dele Awolusi

Abstract

This paper investigates the effectiveness of the critical success factors (CSFs) of total quality management (TQM) on customer service management (CSM) in the Nigerian banking industry. The empirical study was conducted via a survey on six, out of the 22 banks that have implemented TQM due to the 2004 consolidation exercise of the Central Bank of Nigeria (CBN). Using the Malcolm Baldrige National Quality Award (MBNQA) 2001 award framework, factors manifesting customer service management were regressed on the key factors manifesting successful TQM. The results posit that, for TQM to be successfully implemented, workers must be allowed to set goals and performance monitoring, effective communication, commitment and support from the top management, careful alignment of corporate strategy with TQM strategy, clear and compelling TQM vision, constant review of TQM implementations to align with plans and budgets, effective process review and controls, quality improvement measurement systems and IT infrastructures. The model provides predictive implications on improved CSM, given the activities of CSFs manifesting successful TQM. Hence, to improve CSM, banks could control their TQM programme.

Suggested Citation

  • Olawumi Dele Awolusi, 2013. "The effects of total quality management on customer service management in the Nigerian banking industry: an empirical analysis," International Journal of Management and Network Economics, Inderscience Enterprises Ltd, vol. 3(1), pages 57-77.
    • Handle: RePEc:ids:ijmnec:v:3:y:2013:i:1:p:57-77
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    Cited by:

    1. O. Makgati Meladi Makgati & Olawumi D Awolusi, 2020. "The Influence of Information Communication Technology (ICT) integration on teaching and learning in South African Schools," Journal of Education and Vocational Research, AMH International, vol. 10(2), pages 47-64.
    2. Martha Mumbi Simwanza & Olawumi Dele Awolusi, 2020. "Customer Experience Monitoring: A Study of Zambian Banks," Journal of Education and Vocational Research, AMH International, vol. 10(2), pages 1-17.
    3. Olawumi Dele Awolusi & Olusegun Sulaiman Atiku, 2019. "Business Process Re-Engineering and Profitability in the Nigerian Oil and Gas Industry: The Mediating Influence of Operational Performance," Information Management and Business Review, AMH International, vol. 11(3), pages 13-26.
    4. Olawumi Dele Awolusi, 2019. "Policy and Non-Policy Factors: What Determines Foreign Direct Investments in Africa?," Journal of Social and Development Sciences, AMH International, vol. 9(4), pages 49-61.
    5. Kimiagari, Salman & Mahbobi, Mohammad & Toolsee, Tushika, 2023. "Attracting and retaining FDI: Africa gas and oil sector," Resources Policy, Elsevier, vol. 80(C).
    6. Kristelle Marjori Matira & Olawumi Dele Awolusi, 2020. "Leaders and Managers Styles towards Employee Centricity: A Study of Hospitality Industry in United Arab Emirates," Information Management and Business Review, AMH International, vol. 12(1), pages 1-21.

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