مدى إدراك متطلبات إدارة الجودة الشاملة بالمؤسسات المالية بالجزائر : دراسة تحليلية لآراء العاملين بمختلف الوكالات البنكية بمدينة الجلفة

الملخص EN

E59This study aimed to shed light on the extent of understanding the requirements of Total Quality Management (TQM) for Algerian financial institutions in general and banking agencies in Djelfa in particular, the study applied to a sample consisted of (72) workers, in total of (88) workers.

Whereas, the study used questionnaire as the main tool for the collection process of information and data, and the questionnaire has distributed randomly on a group of workers of banking agencies in Djelfa city, regarding the variety of their organizational levels (senior management, middle management, low-level management, and other jobs).

The study concluded a set of results, the most important of which are the following: - The increase in the level of awareness of most of the requirements of total quality management, as we recorded their verification at high levels, except for (feedback), which we recorded at a medium level.

- There were statistically significant differences at a significant level (0.

05≥α) regarding the opinions of the respondents towards the requirements of total quality management due to gender and employment type.

- The study concluded with a group of recommendations that serve its purposes.

Key words: Total Quality Management, Banking Service Quality, Banking Agencies in Djelfa.

Jel Classification Codes: L15; E59.