| Abstract: | The purpose of this study was to examine the effect of total quality management practices on
operational performance in the case of Hibret Bank S.C particularly in Addis Ababa branches.
The study focused on five independent variables i.e., top management commitment, employee
training and education, employee involvement, quality focus and continuous process
improvement and operational performance as dependent variable. The study used mixed
research approach to give complete and comprehensive picture of the study phenomenon and the
researcher has employed explanatory research design to objectively answer the research
questions. Probability sampling techniques (Simple random and Cluster sampling methods)were
employed in order to select relevant respondents from employees. For achieving the study
objective, the study distributed 370 structured questioners, but collected 363 questioners. In line
with this, 5 point Likert scale questionnaire used with closer assistance of the researcher. Then,
the data were processed through SPSS software and analyzed via stating descriptive and
inferential statistics (linear regression analyzes).The findings indicate that out of the proposed
five independent variables that could affect operational performance, four variables namely; top
management commitment, employee training and education, quality focus and continuous
process improvement have significant and positive effect on operational performance. However,
employee involvement has no significant effect on operational performance. Finally, on the basis
of the research findings, appropriate recommendations along with implications for further
studies have been forwarded. |
