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dc.contributor.authorWokabi, Eric Thuo
dc.date.accessioned2016-10-10T08:34:54Z
dc.date.available2016-10-10T08:34:54Z
dc.date.issued2016-06
dc.identifier.urihttp://hdl.handle.net/11071/4842
dc.descriptionSubmitted in partial fulfilment of the requirements for the degree of Masters of Commerce at Strathmore Universityen_US
dc.description.abstractLiberalization and globalization of the banking sector has created an era of fierce competition, as a result of which service management and quality performance is expected to assume an increasing important role in financial sector. Banks can become stronger and effective only if they come out with better customer service, quality, costs, and innovation. The main objective of this study is to evaluate the influence of QM practices on the financial performance of Commercial banks in Kenya. This study used a descriptive research design in order to examine the relationship between various QM practices and bank performance. The study population were all the registered commercial banks in Kenya and data was collected through the use of questionnaires for primary data and annual reports, websites and the CMA for the secondary data. Data were analyzed using descriptive analysis and regression analysis through the use of SPSS. The study concludes that the adoption of quality management practices; management commitment, employee involvement, customer focus and process management is critical in improving the quality of services delivered to customers and improving the performance of commercial banks. The study recommends that commercial banks need to include all the quality management practices in order to ensure improved bank performance.en_US
dc.language.isoenen_US
dc.publisherStrathmore Universityen_US
dc.subjectQuality Management Practicesen_US
dc.subjectFinancial Performanceen_US
dc.subjectCommercial Banks in Kenyaen_US
dc.titleThe influence of quality management practices on financial performance of Commercial Banks in Kenyaen_US
dc.typeThesisen_US


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