Total Quality Management Practices and Performance of Deposit Taking Savings and Credit Cooperative Organisations In Nyeri County, Kenya

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dc.contributor.advisorPaul Waithakaen_US
dc.contributor.authorNjega, Waweru David
dc.date.accessioned2023-08-07T12:02:01Z
dc.date.available2023-08-07T12:02:01Z
dc.date.issued2023
dc.descriptionTotal Quality Management Practices and Performance of Deposit Taking Savings and Credit Cooperative Organisations In Nyeri County, Kenyaen_US
dc.description.abstractSavings and Credit Cooperative Organisations have continued to promote financial inclusion globally and the growth of economies. The sub sector plays a critical role to the Kenyan economy. Kenya has the highest fraction, in percentage points, of Gross Domestic Product attributable to cooperative societies globally. The subsector is however characteristically faced with intense competition that has seen several players exit. Performance of Savings and Credit Cooperative Organizations has continued to decline over the years. The current study sought to determine the effect of total quality management practices on Savings and Credit Cooperative Organisations’ performance in Nyeri County of Kenya. In particular, the study sought to assess the effect of continuous improvement, employee empowerment, customer focus, and management commitment on performance. The study was guided by the Institutional theory, Deming’s Quality Improvement Theory and Resource-Based View Theory. Performance was evaluated using non-financial metrics that considered the outreach performance. The study used a census study approach to subject all the 15 active deposit taking Savings and Credit Cooperative Organisations in Nyeri County as provided by the Directorate of Cooperative Development of Nyeri County. The study also purposively selected Branch Managers, Customer Relationship Managers, Accountants, Credit Managers and Marketing Managers of all the 15 firms as the choice class of respondents. This led to a total of 75 respondents. The study was interested with non-financial (outreach) performance of the Savings and Credit Cooperative Organisations. Both primary and secondary data collection methods were utilised. Primary data was collected through a semi-structured questionnaire which was administered through the drop and pick method. The instrument were tested for validity and reliability using Cronbach’s Alpha Reliability test and expert opinion. Secondary data was collected from organisational publications and handbooks. The study employed both descriptive and inferential statistics in analysis and used correlation and regression analysis as key analytical models. The multiple regression analysis provided evidence that total quality management practices; management commitment, employee involvement, continuous improvement and customer focus have a positive and statistically significant effect on Savings and Credit Cooperative Organisations’ performance. The results of Pearson correlation analysis indicated that management commitment, employee involvement, continuous improvement and customer focus have a strong positive and statistically significant relationship with performance. On management commitment, the study recommends that the Savings and Credit Cooperative Organisations’ management establish a well-established framework to ensure constant evaluation and update of the quality policies. On employee involvement, the study recommends enhancement of the model of participatory decision for successful quality implementation. On continuous improvement, it is recommended that the Savings and Credit Cooperative Organisations’ management establish structures to ensure conduct of continuous quality audits and improvement of the promptness with which corrective action is provided. On customer focus, the study recommends that the Savings and Credit Cooperative Organisations enlist the services of registered credit reference bureaus that would be of key help in evaluating the risks involved in lending and determining the credit worthiness of customers prior to lending.en_US
dc.description.sponsorshipKENYATTA UNIVERSITYen_US
dc.identifier.urihttp://ir-library.ku.ac.ke/handle/123456789/26589
dc.language.isoenen_US
dc.publisherKenyatta Universityen_US
dc.subjectTotal Quality Management Practicesen_US
dc.subjectPerformance of Deposit Taking Savings and Credit Cooperative Organisationsen_US
dc.subjectNyeri Countyen_US
dc.subjectKenyaen_US
dc.titleTotal Quality Management Practices and Performance of Deposit Taking Savings and Credit Cooperative Organisations In Nyeri County, Kenyaen_US
dc.typeThesisen_US
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