Abstract:
Regard this study The performance of Certified Bank and Non Certified Banks measured comparing statistically three major performance indicator Customer satisfaction, Employee satisfaction and Operational effectiveness. To establish a link between ISO 9001 implementation and performance and to show the need for the adoption of total quality culture in the local banks in Sudan. The purpose of this thesis is to highlight the benefit of ISO 9001 implementation in the Sudanese Banks by examining the basic principles of ISO 9001 in Banks. The impact of ISO 9001 implementation of the three performance indicator will be assessed and these indicators are Customer satisfaction, Employee satisfaction and Operational effectiveness. Methods I have used in this study are Quantitative and qualitative method. Primary data is collected from the Banks by questionnaires and interview. Secondary data is gotten from articles, journals and online resources. The theory section looks at different concepts of quality as defined and viewed by various authors. Also the benefits and hindrances of ISO 9001 implementation were reviewed. Regard analysis I have used a T-test hypothesis to measure the difference in means of Certified Banks and Non- Certified Banks using the three performance indicator(customer satisfaction, employee satisfaction and operational effectiveness). The research findings confirmed the benefits that ensue from the implementation of ISO 9001. It showed that ISO 9001 is a strategic tool industry can employ in the quest to remain competitive. It was also discovered that for the ISO 9001 to be properly implemented, everybody in the Bank must be involved from the management to the employees and even the customers. It is recommended that a more studies should be carried out, which covers the whole departments of these Banks to establish the effectiveness of the implementation of ISO 9001 in the Sudanese Banks.
