الجودة الشاملة و الأداء المؤسسي : دراسة تطبيقية على المصارف التجارية في الأردن

الملخص EN

This study aimed at identifying the extent to which commercial banks in Jordan adopt and apply the concept of total quality management and the levels of such application and to define the nature and degree of relationship between the elements of total quality management and organizational performance of these banks as well as the effect of culture on the application of such a concept at them.

Applying that on a sample of general and branch managers, it was found that commercial banks in Jordan adopt the concept of total quality management, in all its elements.

But, the levels of application of these elements are variant.

The higher application level was connected with concentration on meeting the needs of the employees, followed by concentration on customers, then concentration on administrative requirements, and finally the improvement of operations.

Significant relationships between the commitment of commercial banks in Jordan to the elements of total quality management (jointly 0r separately) and the institutional performance, (measured by profitability, productivity, and operation efficiency, separately), were also found.

Tt was also revealed that each element of the total quality management, works at different degree of effect, towards improving the performance (measured by profitability and operation efficiency), while no difference was shown in the study of the extent to which these elements effect the improvement of institutional performance measured by productivity.

In addition to that, it was found that the relationships between total quality and performance differ according to culture.

Based on these results, several recommendations were introduced.

These are represented by giving more attention to all aspects of total quality, market studies, and encouraging creativity.