The Impact of Knowledge Management Uses on Total Quality Management Practices: An Empirical Study on Commercial Banks of Jordan

Abstract

This study tested the impact of knowledge management uses on total quality management practices in commercial banks of Jordan. A quantitative research design, using regression analysis was applied in this study and a total of 250 valid returns were obtained through a questionnaire distributed to the employees of commercial banks in Jordan. Knowledge management uses was adopted as an independent variable with four subgroups: knowledge acquisition, knowledge storage, knowledge transfer and knowledge application. Total quality management practices were adopted as dependent variable with five subgroups: top management support, employee's involvement, continuous improvement, customer focus, and data driven decision management. The results show that three of the knowledge management dimensions (i.e. knowledge acquisition, knowledge storage, and knowledge transfer) significantly affects total quality management practices. However, knowledge application showed insignificant effect. The theoretical and practical implications of this study are discussed at the end of this paper.