QUALITY MANAGEMENT PRACTICES AND ORGANIZATIONAL PERFORMANCE OF DEPOSIT MONEY BANKS IN ENUGU STATE
Keywords:
Customer retention, training, Quality, Management, Performance.Abstract
The study evaluated the relationship between quality management practices and organizational performance of deposit money banks in Enugu state. The specific objectives are to: examine the relationship between Customer retention and increase in Employee engagement of deposit money banks in Enugu state and evaluate the relationship between training and development and increase in Branch Network of deposit money bank in Enugu state. The study used the survey approach and simple random sampling. The primary source of data was the administration of the questionnaire. The population of the study was one thousand and forty-three (1043) which consists of selected staff of the Deposit money banks. The sample size of two hundred and eightyone (281) was determined using Cochrian (1963) sampling technique at a 5 percent margin of error. Two hundred and sixty-two (262) staff returned the questionnaire accurately filled. Data were analyzed by mean score and standard deviation. The hypotheses were analyzed using the Pearson correlation coefficient (r). The findings indicated there was significant positive relationship between Customer retention and increase in Employee engagement of deposit money banks in Enugu state, ( r=.581 <.867, p<.05) and there was significant positive relationship between training and development and increase in Branch Network of deposit money bank in Enugu state, ( r= .708 <.828, p<.05). The study concluded that Customer retention, training and development had significant positive relationship with the increase in Employee engagement and increase in Branch Network of deposit money banks. The study recommended among others that Deposit money banks should implement career development policies to enhance Customer retention towards delivery of quality service to customers
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