The Effect Of Total Quality Management Dimensions` On Organizational Performace Of Commercial Bank Of Ethiopia Kolfe District, Ethiopia

Abstract

The aim of this study was to examine the effect of TQM dimensions on organizational performance in commercial bank of Ethiopia kolfe district. The study used an explanatory and descriptive research designs, both quantitative and qualitative approaches, and used judgmental and convenience sampling techniques as well as questionnaires as data collection instrument. Questionnaires were distributed to 111 sample respondents and collected from 104 respondents. Data analysis was done by descriptive (frequency, percentage, mean and St. Deviations) and inferential (correlation, multicollinearity normality test, ANOVA, MODAL and regression analysis) statistics using SPSS software. The result of this study revealed that there is positive and significant relationship between TQM dimensions (top management, customer focus, employee involvement, information & analysis system, bench-marking, service culture, services cape, and technology based) and organizational performance. Thus, this study recommended that commercial bank of Ethiopia have to give more attention to practices of TQM, awareness and knowledge of TQM, for further achievements of customer satisfaction, organizational performance and sustainable development of the organization