TQM and Competitiveness of Deposit Money Banks in Port Harcourt, R/S.

      Аннотация: The purpose of this study was to investigate the relationship between total quality management (TQM) and competitiveness. This study also examined the mediating effect of information technology on the relationship between TQM and competitiveness. The motivation for this study was driven by the inconsistent findings in the literature concerning the above relationships. To achieve this purpose, the study integrated the effect of TQM on competitiveness. Copies of Questionnaire were distributed to 254 bank officers in Port Harcourt, Rivers State and 157 indicating 62% response and 38% non response that were ready and usable for further analysis with the use of the Statistical Package for Social Sciences (SPSS) software. Cronbach Alpha Coefficient was used to test the consistency of the items on the research instrument. Spearman correlation coefficient was used to test the strength and direction of the relationship between two variables. The hypotheses concerning TQM dimensions (service design and continuous improvement Benchmarking) with measures of competitiveness (organizational excellence, and organizational performance) are statistically significant.

Ключевые слова: Total Quality Management, Competitiveness, Service Design, continous improvement, Organizational excellence, Organizational Performance