أثر تطبيق مبادئ الجودة الشاملة على أداء المؤسسات الأهلية الأجنبية العاملة في قطاع غزة

Abstract EN

The aim of this thesis is to study the impact of the implementation of the principles of total quality management on the performance of the foreign NGOs operating in the Gaza Strip, as well as to identify the reality of applying the principles of total quality in foreign NGOs and to identify the performance measures followed by these institutions.

In order to achieve the objectives of this study, a questionnaire was designed to study the variables of the study problem in order to test hypotheses.

The research community consists of senior management personnel (director of the institution, deputy director, head of department) In the Gaza Strip, where 80 questionnaires were distributed on the sample of the study, and 72 (90.0%) were retrieved.

The study found the most important results, namely, the great interest of the foreign NGOs operating in the Gaza Strip, (which is the subject of the study), in terms of the principles of total quality management, and the application of these variables with varying degrees and positive levels.

The highest level of application was the focus on customers and the general public.

The least common share of employees is in terms of application.

The research also found that there is a great interest by these institutions in the institutional performance of their departments and tasks and work diligently to improve, develop and apply these variables to varying degrees and positive levels through achieving the satisfaction of the institution, customers, employees and society.

The thesis also showed that there is a statistically significant relationship between all the variables of the principles of total quality management (adopted by the researcher in the study) and the institutional performance of these NGOs.

The thesis summarizes the most important recommendations, such as, increasing the awareness of the TQM dimensions, involve staff in decision making regarding quality, work to improve and re-engineering of administrative processes (Process Re-engineering) in order to provide better quality service to customers, should be flexible administrative systems that facilitate the provision of services quality, finally; increasing the awareness of the organization performance.