ABSTRACT
The topic of this project is “Total Quality Management in the Banking Industry.
(A case study of Zenith Bank of Nigeria Plc) The major objective of the study is
to ascertain the level of awareness and adoption of TQM practices among staff of
Zenith Bank in Enugu metropolis and also determine the major limitations of the
TQM practice in the bank. Instrument for data collections are questionnaires and
research questions, which formed the course of primary data, while materials
from various published articles, textbooks, journals and newspapers formed the
secondary data.
The method of analysis is the use of tables, percentages and chi
square. The major finding of the research is that all staff of Zenith Bank are
aware of the TQM elements and are fully involved in the practice of TQM in their
day to day business. The study recommends that since the practice of TQM
improves customer service and care, there is need for constant training of all staff
on TQM practices on a continuous basis. Employees and subordinates should be
given opportunity to participate in decision making using the element of TQM
practice and culture.
