The effect of TQM dimensions on the performance of international non-governmental organisations operating in Jordan

Saleh, Firas Izzat Mahmoud; Sweis, Rateb J.; Abdelqader, Bayan Y.; Abdallah, Ayman Bahjat; Arafeh, Mazen

doi:10.1504/ijpqm.2017.085254

Cited by 18 publications

(40 citation statements)

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“…SME practitioners must realize that their ability to provide good service quality to employees reflects in their enhanced level of service delivery which inspires their loyalty to the unit. These findings are in line with those of Saleh et al (2017) who conducted their study in a small engineering firm and found that employee loyalty is one of the enablers of competitive advantage. iv.…”

Section: Significance Of Resultssupporting

confidence: 91%

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

Gandhi¹,

Sachdeva²,

Gupta³

2018

10.5267/j.msl

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This study uses a hybrid scale to identify the factors contributing to internal and external service quality at employer-employee interface in the SMEs of emerging economies like India. 144 shop floor workers and executives working in different SMEs situated in northern India participated in an interview schedule to rate the quality of services being offered to (and delivered by) the employees in such units on 1-5 Likert scale. Application of factor analysis followed by Structural Equation Modelling developed a model showing how organization's HR practices influences employee service quality which consequently leads to Satisfaction and Loyalty which are the established indicators of competitive advantage for such firms. The model is empirically validated using model fit indices and is found satisfactory. This paper thus proposes an empirical framework for the measurement of employee service quality in a relatively less explored sector. This study finds support for strengthening relationships with employees to achieve a culture of achievement in SMEs. The two scales proposed in this study can be used as benchmarks by SME practitioners for evaluation of services being offered to (and delivered by) their employees. The methodology used may be applied in more such settings for evolving a generic and tailor-made scale.

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Section: Significance Of Resultssupporting

confidence: 91%

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

Gandhi¹,

Sachdeva²,

Gupta³

2018

10.5267/j.msl

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“…External social responsibility is considered as one of those business practices that have good impact on public and can be observed by customers (Calveras, 2013). In addition, external CSR refers to GSR activities steered outside an organization, such as activities directed to local community, customers, partners, suppliers, and public agencies (Albuhisi and Abdallah, 2018;Saleh et al, 2017;Al-bdour et al, 2010).…”

Section: External Social Responsibilitymentioning

confidence: 99%

The Impact of Corporate Social Responsibility on Organizational Performance in Telecommunication Sector in Jordan

Al-ma’ani¹,

Al-Qudah²,

Shrouf³

2019

MAS

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The study has aimed to investigate the impact of corporate social responsibility on organizational performance. The data from three telecommunication companies were collected through questionnaires, based on the Likert scale. The data has been collected from 500 employees of telecommunication companies. Statistical tools were used to analyze the data. The results showed that internal CSR positively affects both non-financial and financial performance. In addition, external CSR proved to positively affect non-financial performance. The effect of external CSR on financial performance was negative, but not significant. The current study provides insights into the value of corporate social responsibility key on organizational performance in telecommunication companies. Additionally, most of the respondents considered CSR as a key factor influencing the Organizational Performance of companies. This approach is expected to support telecommunication company’s managers in the developing world to evaluate their current performance, estimate the desired state based on the results.

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“…The six dimensions presented in that model are (a) Leadership and Management Commitment; (b) Beneficiary Focus and Participation; (c) Partnership Quality Management for Sustainability; (d) Human Resource Focus; (e) Process management, Learning and Continuous Improvement; and (e) Use of Quality Information. That was followed by another research that empirically linked some of the TQM dimensions (i.e., Leadership and management commitment, Beneficiary focus and participation, Partnership management for sustainability, and Use of quality information) to the performance of the INGOs (Saleh, Sweis, Abdelqader, Abdallah, & Arafeh, 2017).…”

Section: Literature Reviewmentioning

confidence: 99%

Total Quality Management Boosters and Blockers in a Humanitarian Setting: An Exploratory Investigation

et al. 2019

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Utilizing qualitative techniques, this research is aimed at investigating total quality management (TQM) implementation practices within a humanitarian setting. The extensive survey instrument of professionals working for the United Nations (UN) organizations operating in the Middle East is used to reveal TQM use within international nongovernmental organizations (INGOs) that provide humanitarian relief. With the goal of helping organizations to address anticipated difficulties in implementing TQM practices that improve performance of humanitarian interventions, this study identifies and examines the boosters and blockers of successful implementation of the TQM practices. The most prominent themes that were identified relate to availability of funding, management commitment to quality, partnerships and communication channels, and knowledge sharing.

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The effect of TQM dimensions on the performance of international non-governmental organisations operating in Jordan

Cited by 18 publications

References 0 publications

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

The Impact of Corporate Social Responsibility on Organizational Performance in Telecommunication Sector in Jordan

Total Quality Management Boosters and Blockers in a Humanitarian Setting: An Exploratory Investigation

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