Total quality management and its role in improving customer relations in Jordanian Islamic banks

Abstract

Total quality management (TQM) is a method of managing a bank. TQM, which is considered as a critical instrument, directs the strategy of developing work and increasing performance in order to generate profits through quality services and products. Therefore, this study aimed to examine the function of TQM in improving customer relations in Jordanian Islamic banks. Primary data was gathered by surveying 163 workers of Jordanian Islamic banks. A questionnaire was employed as the data-gathering technique. To do the descriptive statistical analysis, SPSS version 25 was employed. The findings show that there is a statistical association between Jordanian Islamic banks' TQM, which includes customer satisfaction, strategic planning, continuous improvement, and relationships with customers.

The role of human resources management in the development of total quality management in the public and private sectors in Jordan

“…As a result, there is increased interest in both theory and practice on the link between HRM and TQM as well as the relationship between these two viewpoints and corporate success (Al-Jarrah, Hailat, & Jarah, 2023). The management of human resources is a particularly challenging job both locally and globally.…”

The Impact of Total Quality Management Implementation in Improving Customer Satisfaction in the South African Banking Sector

“…TQM has become an essential approach for organisations in various industries, including the banking sector (Al-Jarrah et al 2023;Alharth et al 2017). In recent years, there has been a push for superior quality in all industries, and the banking sector is no exception (Ayinaddis et al 2023;Marlapa 2020;Simwanza and Awolusi 2020).…”

Analyzing the impact of TQM, service quality, and market orientation on customer satisfaction in state-owned banks Indonesia

“…This achievement stems from raising the satisfaction levels of internal employees by providing comprehensive and accurate information, enabling them to deliver improved services to external customers. Many studies have shown a high positive correlation between consumer satisfaction, improved performance, and TQM models (Al-Jarrah et al, 2023;Lepistö et al, 2022;Mehra & Ranganathan, 2008;Pattanayak et al, 2017;Terziovski, 2006). The strong association between total quality management and customer satisfaction enhances organizational performance.…”

“…The strong association between total quality management and customer satisfaction enhances organizational performance. Studies by Pattanayak et al (2017) and Al-Jarrah et al (2023) in the banking domain have exposed a constructive impact of TQM on customer contentment. Drawing from these revelations, researchers put forward the initial hypothesis (H1) as follows: H1: Total Quality Management has a positive effect on Customer Satisfaction.…”

“…A competitive strategy involves offering superior service quality compared to competitors. Customer satisfaction and quality exhibit a strong correlation, highlighting the importance of service providers fostering close relationships with their customers (Al-Jarrah et al, 2023). Customer satisfaction influences the successful implementation of TQM practices (Harimurti & Suryani, 2019).…”