Effect of total quality management practises on operational performance of commercial banks:

Abstract

This study assessed the effect of Total Quality Management Practises on Organizational Performance of Commercial Banks, A case of Tanzania Commercial Bank. This study used descriptive research design and quantitative approach was used in this study. The population of this study comprised of the employees that were selected from various departments Tanzania Commercial Bank offices in Arusha. Primary data was collected using self administered questionnaire provided to chosen sample participants. With the aid of SPSS, data was quantitatively analysed using descriptive and inferential statistics. Findings indicated that continuous improvement has significant effect on operational performance. Also, the study findings showed that employee training has significant effect on operational performance. .This study recommends that TCB managers be enlightened on the importance of continuous improvement so as to enhance and consequently achieve better operational performance and process management should be embraced by Tanzania Commercial Banks to ensure adhered to shareholder requirements and customer needs.