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Effects of TQM Practices on Banking Sector Performance: The Case of Jordan

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  • Ahmad Mashal
  • Emad Ahmed

Abstract

This study investigated the impacts of TQM practices on banking sector performance in Jordan using DEA methodology and regression analysis between the years 2011-2013. The study sample was selected from 12 Jordanian banks recorded in Amman Stock Market. 300 questionnaires were distributed to participating banks. The response rate was 73.3%. The population of the study consisted of general managers, quality managers, branch managers, HR managers, and members of top management.Data was analyzed using SPSS. Multiple regressions analysis was used to test study hypotheses. Data Envelopment Analysis (DEA) was used to estimate the efficiency scores for the Jordanian banks. The results revealed that top management, technical systems, employee satisfaction, and customer focus of TQM practices have significant impact on banks performance and efficiency. Results provided supporting evidence that a strong relationship exists between TQM practices and organizational performance.

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  • Ahmad Mashal & Emad Ahmed, 2015. "Effects of TQM Practices on Banking Sector Performance: The Case of Jordan," Journal of Applied Finance & Banking, SCIENPRESS Ltd, vol. 5(6), pages 1-7.
    • Handle: RePEc:spt:apfiba:v:5:y:2015:i:6:f:5_6_7
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    Cited by:

    1. Silvio John Camilleri & Gail Grech, 2017. "The Relevance of Age Categories in explaining Internet Banking Adoption Rates and Customers' Attitudes towards the Service," Journal of Applied Finance & Banking, SCIENPRESS Ltd, vol. 7(2), pages 1-2.

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