The subject of this study was the examination of the relationship between Total Quality Management (TQM) and competitiveness. This study also examined the mediating role of information technology in the relationship between TQM and competitiveness. The study was motivated by conflicting findings in the literature regarding these relationships.

To achieve this goal, the study incorporated the impact of TQM on competitiveness. Copies of the questionnaire were distributed to 254 bank employees in Port Harcourt, Rivers State, and 157 of them responded, representing 62%, while 38% did not respond. The responses were ready and suitable for further analysis using the Statistical Package for Social Sciences (SPSS) software.

Cronbach's alpha coefficient was used to test the reliability of the survey instrument. The Spearman correlation coefficient was used to examine the strength and direction of the relationship between two variables. Hypotheses regarding the dimensions of TQM (service design and continuous improvement benchmarking) and measures of competitiveness (organizational excellence and organizational performance) are statistically significant.