| Abstract: | The purpose of this study was to examine the effect of total quality management on operational
performance in the case of Zamzam Bank Head Office. The study focused on five independent
variables such as top management commitment, employee training and education, employee
involvement, quality focus and continuous process improvement and also focus on operational
performance. The study used quantitative approach to give complete picture of the study and the
researcher has employed explanatory research design to objectively answer the research
questions. judgmental sampling method was employed in order to select respondents from
employees. The study distributed 200 structured questioners, but collected 181 questioners. In line
with this, 5 point Likert scale questionnaire used with closer assistance of the researcher. Then,
the data were processed through SPSS analyzed via stating descriptive and inferential statistics.
The findings indicate that out of the proposed five variables that could affect operational
performance, top management commitment, employee training and education, quality focus,
employee involvement and continuous process improvement have significant and positive effect on
operational performance. Finally, on the basis of the research findings, the bank must provide
relevant and timely base training for all employee’s. recommendations along with implications for
further studies have been forwarded. |
