Critical Success Factors Of Total Quality Management Implementation In The Nigerian Banking Sector

ABSTRACT This study investigates the critical success factors of TQM project implementation in the Nigerian banking industry as a strategy for improving the quality of service delivery to customers. In carrying out the study primary data were used and a combination of Factor and regression analytical tools was used in the analysis. The Objective Evaluation Questionnaire (OEQ) was the principal instrument used for data collection. Given the nature of the problem under study, one branch each of the twenty- four (24) bank licensed to operate in Nigeria at the time of the study were surveyed. The…