Effects of total quality management practices on mobile and digital banking applications.
Loading...
Date
November, 2019
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Abstract
Quality management in the banking sector have received much attention in recent years,
as a result of its quality products like the mobile and digital banking applications, which
have provided the organizational benefits and sustainability. As such, quality of
products like mobile and digital banking is a key factor of organizational performance.
Based on this the researcher aimed to identify the effects of the total quality
management practices on mobile and digital banking application on the performance of
the banking sectors in Ghana. The following objectives were adhered to achieve the
aim of the study identified, factors for measuring the mobile and digital banking
application performance of the banking sectors in Ghana, to identify the effect of
Quality Management Practices of mobile and digital application on the bank’s
performance and to identify how the total quality management system put in place is
influenced by the cultural of the bank. In order to achieve the objectives a survey was
conducted using a convenient and random sampling to select the respondents and the
data was collected from the workers of the selected bank. Primary data collected by
administering questionnaires was used in the analysis using quantitative analysis, where
descriptive analyses including, tables and graphs, regression analysis and correlation
were used in the analysis. Base on the analysis it was revealed that the use of the TQM
of mobile banking practices has improved customer services and care in a large extent
in which the quality management practices of these application’s on the bank’s
performance were that, the applications are reliable, easy to used, the user Interface of
the app is well designed, logging into the mobile banking app is fast and they are
confident about the security of banking via these banking applications. Finally, there is
a positive effect of Quality Management Practices of Mobile and Digital application on
the bank’s performance as well.
Description
A thesis submitted to the Department of Construction Technology and Management,
Kwame Nkrumah University of Science and Technology, in partial fulfillment of the
requirement for the Award Degree
Master of Science in project management
Keywords
Effects, quality, Dgital banking