TOTAL QUALITY MANAGEMENT AND CUSTOMER SATISFACTION
OF DEPOSIT MONEY BANKS IN KATSINA STATE

ABINABO, Pere
Department of Business Management
Faculty of Management Science
Federal University Dutsin-Ma, Katsina State, Nigeria
JIBRIN, Shagari Nuhu
Department of Business Management
Faculty of Management Science
Federal University Dutsin-Ma, Katsina State, Nigeria
ABSTRACT
The study examined total quality management and customer satisfaction of deposit money banks in Katsina
State, Nigeria. The study used primary data collected using structured questionnaire. Respondents were
selected using convenient sampling technique. The study adopted multiple regression techniques to test the
hypotheses formulated. The result shows that continuous improvement, customer focus and employees’
training have significant positive effect on customer satisfaction. The contribution of total quality
management to customer satisfaction is quite enormous. Thus, for financial institutions to remain relevant,
profitable and survive, total quality management must be accorded attention and recognition. For this
reason, management of deposit money banks should invest in state-of-heart technologies that improve
customer experience with banking services. Also, to improve customer satisfaction, back office and front
line staff should treat customers with esteem; surpass their expectations; and improve their turnaround time.
Keywords: Employee training, continuous learning, customer focus, customer satisfaction, total quality
management