Total Quality Management and Organizational Performance: A Study of Commercial Banks in Bamako, Mali

Abstract

The purpose of the study was to examine the effect of total quality management on organizational performance among selected banks in Bamako, Mali. This study adopted a cross-sectional survey design. The target population was 160 respondents and the sample size was 114 respondents. The study questionnaire was the main instrument of data collection. Frequency and percentage distribution were used to determine the profile of the respondents. Mean and Standard deviations were used as descriptive statistics for the independent (total quality management constructs) and dependent variables (organizational performance). Linear and multiple regression analyses were used to determine the effect. The study found a significant effect of total quality management on organizational performance (R2 =0.832, p<0.01). Specifically, the study found a significant effect of all the measures of total quality management on organizational performance. Lastly, the study found that there was a positive significant correlation between total quality management and organizational performance among banks in Bamako, Mali. The study concluded that the promotion of total quality management principles is relevant in enhancing organizational performance in the Malian Banking Industry. The study recommended that: the management of the banks should enhance human resource focus to increase reliability and timely delivery of the products/services. Moreover, effective human resources focus during the process of total quality management thus enhancing banks' performance. The management of banks should focus on the improvement of market target blend and customer care. The banks should also focus on the provision of quality services to the customer and promoting their brand.