مدى إدراك العاملين في البنوك التجارية الأردنية لدور تطبيق مبادئ إدارة الجودة الشاملة في تطوير الميزة التنافسية ؟

الملخص EN

The study aimed to identify the perceptions of employees in the Jordanian commercial banks to the role of the application of the principles of total quality management (commitment and support of senior management, focus on the customer, employees involvement, employees training improvement of banking operations, strategic planning for banking services, making decisions based on data, administrative and technological needs) in the development of competitive advantage in the Jordanian commercial banks.

The study population consisted of all personnel in the Jordanian commercial banks sector which are (16) banks, a purposeful sample consisted of 25 bank branches belonging to (5) banks, are: Arab Islamic Bank, Bank of Jordan Ahli Bank, Bank Arab, Housing Bank, simple random sample was chosen of (200) individual workers in those branches.

Study Questionnaires were distributed to them, (176) of them responded, representing (88% ), (16) questioners were excluded because they are invalid for statistical analysis and (160) questionnaires were retained, representing 80% of the total questionnaires.

The study reached several conclusions, including: that the study sample are aware of the role and importance of the application of Total Quality Management in the development of competitive advantage with a high degree, the results showed that there are differences due to gender variable related to concentration variable on administrative and electronic needs only and that in favor of males while no differences with statistical significance were shown due to the variable gender for other principles of total quality management.

The results of the analysis one-way variance showed for differences between the arithmetic mean for the responses of the study sample, that there are no statistical significance differences due to the variables mentioned above in any of the areas related to total quality management and its role in achieving competitive advantage.

As for the functional level variable, there were a differences with statistical significance due to this variable in the areas of the conviction and support of senior management, and the area of strategic planning for banking services, where individuals from top management with the most recognition for these two areas, and what concerns the rest of the seven areas covered by the study, the results did not show differences with statistical significance due to the functional level variable.

The study results indicated a lack of difference with statistical significance due to the age variable and the variable of the number of years of experience, and the scientific level variable in any of the nine areas included in the study questionnaire.

The study results showed that there is a positive strong correlation with statistical significance between each element of the TQM addressed by the study and the achievement of competitive advantage for the bank.