文章基本信息

标题：EMPIRICAL ASSESSMENT OF MICROFINANCE BANKS IN NIGERIA USING EFQM EXCELLENCE MODEL
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作者：Chijioke Nwachukwu ; Helena Chladkova ; Pavel Zufan 等
期刊名称：International Journal for Quality Research
印刷版ISSN：1800-6450
电子版ISSN：1800-7473
出版年度：2017
卷号：11
期号：2
DOI：10.18421/IJQR11.02-03
语种：English
出版社：Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
摘要：Measuring the performance of microfinance banks ensure that the banks create value for their various stakeholders. Achieving and sustaining superior business performance is important for organisations. The goal of this study is to assess microfinance banks in Nigeria using EFQM Excellence Model. The study adapts the EFQM selfassessment questionnaire for collecting data from 53 senior staff of selected Microfinance banks in Nigeria. In analyzing our data, Pearson correlation, ANOVA, and multiple regression techniques were used. The result shows that a significant positive association exists between the enablers (leadership, strategy, people, partnerships and resources, processes, products, and services) and results (customer, people, society, and business) criterion. More important, all the 4 hypotheses are supported. The authors suggest that a robust performance management system that integrates leadership, strategy, people, resources, processes, products, and services are important to achieve and sustain excellent results for various stakeholders.
关键词：EFQM; Performance; strategy; Microfinance banks JEL classification: L20; M10