Effect of quality orientation and new services development on organizational performance : an applied study on commercial banks in Amman
Other Title(s)
أثر التوجه بالجودة و تطوير الخدمات الجديدة على أداء المنظمة : دراسة تطبيقية على البنوك التجارية في عمان
Dissertant
Thesis advisor
Comitee Members
Abu Rumman, Asad Hammad
Khuraym, Hamzah
University
Middle East University
Faculty
Faculty of Business
Department
Department of Business Administration
University Country
Jordan
Degree
Master
Degree Date
2012
English Abstract
The study aimed to study the effect of Quality Orientation and New Service Development on Organizational Performance in commercial banks in Amman.
In order to achieve the objectives of the study, the researcher designed a questionnaire consisting of (28) statements to gather the primary information from study sample which consisted (360) individuals.
The statistical package for social sciences (SPSS) was used to analyze and examine the hypotheses.
The researcher used many statistical methods to achieve study objectives, such as simple and multi regression and path analysis using AMOS 7.
The main conclusions of the study were: There is direct and indirect effect for Quality Orientation and New Service Development on Organizational performance on commercial banks in Amman.
The study recommends the following points: 1.
Implement and develop Quality Orientation concept in commercial banks all over managerial levels to offer superior service to the customers’ in commercial banks in Amman.
2.
Continuous and enduring development for new services to meet customers’ financial and banking needs, beside guarantees the bank remaining into competition framework.
3.
Commitment to quality and developing new services that satisfy the customers’ needs which help to improve and develop the bank’s financial performance and increase market share in commercial banks in Amman.
Main Subjects
Business Administration
Financial and Accounting Sciences
Topics
- Banks
- Strategic planning
- Evaluation
- Jordan
- Amman
- Banking
- Quality assurance
- Total quality management
- Customer services
- Performance
No. of Pages
108
Table of Contents
Table of contents.
Abstract.
Abstract in Arabic.
Chapter One : General framework.
Chapter Two : Theoretical framework and literature review.
Chapter Three : Methods and procedures.
Chapter Four : Analysis results and hypothesis test.
Chapter Five : Conclusions and recommendations.
References.
American Psychological Association (APA)
Abu al-Wafa, Rima Muhammad. (2012). Effect of quality orientation and new services development on organizational performance : an applied study on commercial banks in Amman. (Master's theses Theses and Dissertations Master). Middle East University, Jordan
https://search.emarefa.net/detail/BIM-695644
Modern Language Association (MLA)
Abu al-Wafa, Rima Muhammad. Effect of quality orientation and new services development on organizational performance : an applied study on commercial banks in Amman. (Master's theses Theses and Dissertations Master). Middle East University. (2012).
https://search.emarefa.net/detail/BIM-695644
American Medical Association (AMA)
Abu al-Wafa, Rima Muhammad. (2012). Effect of quality orientation and new services development on organizational performance : an applied study on commercial banks in Amman. (Master's theses Theses and Dissertations Master). Middle East University, Jordan
https://search.emarefa.net/detail/BIM-695644
Language
English
Data Type
Arab Theses
Record ID
BIM-695644
