The impact of the application of total quality management on the performance of banks
Keywords:
Total Quality Management, Financial Banks, Quality of ServiceAbstract
The purpose of this study is to assess the impact of banks' application of integrated quality principles on their performance effectiveness by focusing on improving customer and employee needs and improving bank operations. The results show that applying these principles leads to an improvement in institutional performance by more than 70%, which contributes to enhancing the competitiveness of the banking industry and achieving outstanding performance goals. The research is based on a descriptive approach and the use of customer and employee satisfaction questionnaires and agency performance indicators, in addition to statistical tools to analyze data and conclude the importance of applying integrated quality principles in improving organizational performance.
References
Abbas, J. (2020). Impact of total quality management on corporate green performance through the mediating role of corporate social responsibility. Journal of Cleaner Production, 242, 118458.
Abbas, J. (2020). Impact of total quality management on corporate sustainability through the mediating effect of knowledge management. Journal of Cleaner Production, 244, 118806.
Abbas, J. (2020). Impact of total quality management on corporate sustainability through the mediating effect of knowledge management. Journal of Cleaner Production, 244, 118806.
Al Shraah, A., Abu-Rumman, A., Al Madi, F., Alhammad, F. A. F., & AlJboor, A. A. (2022). The impact of quality management practices on knowledge management processes: a study of a social security corporation in Jordan. The TQM Journal, 34(4), 605-626.
AlAjmi, J., Buallay, A., & Saudagaran, S. (2023). Corporate social responsibility disclosure and banks' performance: the role of economic performance and institutional quality. International Journal of Social Economics, 50(3), 359-376.
Albderi, A. J. T., Hasan, M. F., & Flayyih, H. H. (2023). Measuring the level of banking performance according to the requirements of comprehensive quality management: an application study. Ishtar Journal of Economics and Business Studies, 4(1), 1-18.
Al-Jarrah, M., Hailat, K., & Jarah, B. (2023). Total quality management and its role in improving customer relations in Jordanian Islamic banks. Uncertain Supply Chain Management, 11(1), 119-126.
Al‐Matari, E. M. (2023). The determinants of bank profitability of GCC: The role of bank liquidity as moderating variable—further analysis. International Journal of Finance & Economics, 28(2), 1423-1435.
Alzoubi, H., & Ahmed, G. (2019). Do TQM practices improve organisational success? A case study of electronics industry in the UAE. International Journal of Economics and Business Research, 17(4), 459-472.
Azeem, M., Ahmed, M., Haider, S., & Sajjad, M. (2021). Expanding competitive advantage through organizational culture, knowledge sharing and organizational innovation. Technology in Society, 66, 101635.
Erlando, A., Riyanto, F. D., & Masakazu, S. (2020). Financial inclusion, economic growth, and poverty alleviation: evidence from eastern Indonesia. Heliyon, 6(10).
Ghafoor, L. (2023). A Study on Quality Implementation Models: Action, Plans and Strategies.
Kadhim, H. O., & Maan, M. H. (2022). MEASURING THE QUALITY OF FINANCIAL REPORTING BY USING THE ACCRUALS QUALITY MODEL AND ITS ROLE IN RATIONALIZING ADMINISTRATIVE DECISIONS (AN APPLIED STUDY IN A SAMPLE OF BANKS LISTED IN THE IRAQ STOCK EXCHANGE). PalArch's Journal of Archaeology of Egypt/Egyptology, 19(3), 603-618.
Kamble, S. S., Gunasekaran, A., Ghadge, A., & Raut, R. (2020). A performance measurement system for industry 4.0 enabled smart manufacturing system in SMMEs-A review and empirical investigation. International journal of production economics, 229, 107853.
Kiltz, U., Landewé, R. B., van Der Heijde, D., Rudwaleit, M., Weisman, M. H., Akkoc, N., ... & Braun, J. (2020). Development of ASAS quality standards to improve the quality of health and care services for patients with axial spondyloarthritis. Annals of the rheumatic diseases, 79(2), 193-201.
Kuller, M., Farrelly, M., Marthanty, D. R., Deletic, A., & Bach, P. M. (2022). Planning support systems for strategic implementation of nature-based solutions in the global south: Current role and future potential in Indonesia. Cities, 126, 103693. M., Farrelly, M., Marthanty, D. R., Deletic, A., & Bach, P. M. (2022). Planning support systems for strategic implementation of nature-based solutions in the global south: Current role and future potential in Indonesia. Cities, 126, 103693.
Kumar, A., & Lata, S. (2021). The system quality and customer satisfaction with website quality as mediator in online purchasing: A developing country perspectives. Journal of Operations and Strategic Planning, 4(1), 7-26.
Küpper, D., Knizek, C., Ryeson, D., & Noecker, J. (2019). Quality 4.0 takes more than technology. Boston Consulting Group (BCG), 1-14.
Last, P., MINUTES, M. S., & PLANNING, S. (2022). Present.
Leskinen, A., Dorval, E., Baudat, E., Gautier, C., Stordal, S., & Salminen-Paatero, S. (2023). Intercomparison exercise on difficult to measure radionuclides in spent ion exchange resin. Journal of Radioanalytical and Nuclear Chemistry, 332(1), 77-94.
Luburić, R. (2019). A Model of Crisis Prevention (Based on managing change, quality management and risk management). Journal of Central Banking Theory and Practice, 8(2), 33-49.
Mbele, K. (2022). An exploratory study of total quality management challenges during coronavirus disease: a case of Durban textile companies (Doctoral dissertation).
Menicucci, E., & Paolucci, G. (2023). ESG dimensions and bank performance: an empirical investigation in Italy. Corporate Governance: The International Journal of Business in Society, 23(3), 563-586.
Murinde, V., Rizopoulos, E., & Zachariadis, M. (2022). The impact of the FinTech revolution on the future of banking: Opportunities and risks. International Review of Financial Analysis, 81, 102103.
Nawaz, M. H., Ahmad, A., Tahir, M., Saleem, F., Ullah, Z., Khan, M. N., & Raza, W. (2023). The Dynamics Of Audit Committee Characteristics, External Audit Quality, And Firm Performance. Evidence From Firms Listed In Pakistan Stock Exchange. Journal of Positive School Psychology, 2374-2391.
Oh, E. G., Jang, Y., Park, J., Lee, H., Kim, H., Min, A., ... & Kwon, Y. (2019). Development of strategic plans for advancing nursing in Korea. Asian Nursing Research, 13(2), 115-121.
Psarommatis, F., Sousa, J., Mendonça, J. P., & Kiritsis, D. (2022). Zero-defect manufacturing the approach for higher manufacturing sustainability in the era of industry 4.0: a position paper. International Journal of Production Research, 60(1), 73-91.
Putra, A. R., Hariani, M., Nurmalasari, D., Irfan, M., & Al Hakim, Y. R. (2020). Role of Work Environment and Organizational Culture to Job Performance. Journal of Islamic Economics Perspectives, 1(2), 1-13.
Ramadhanty, D. A., Putri, M. U., & Asbari, M. (2023). The Influence of Total Quality Management on Organizational Performance on Bank Services. Journal of Information Systems and Management (JISMA), 2(1), 15-20.
Saeed, H. S., Hasan, S. I., Nikkeh, N. S., & Flayyih, H. H. (2022). The mediating role of sustainable development in the relationship between producer cost expectations and customer desires. Journal of Sustainability Science and Management, 17(10), 13-21.
Tanskanen, J., Mäkelä, L., & Viitala, R. (2019). Linking managerial coaching and leader–member exchange on work engagement and performance. Journal of Happiness Studies, 20, 1217-1240.
gharbi, M. H. (2021). (The extent of the application of total quality management and its impact on increasing sales survey of the views of a sample of employees in the company Al - kronja) for soft drinks, Ltd.). journal of kirkuk University For Administrative and Economic Sciences, 11(1), 27-51.
Lamia Muhammad Jassim Al-Mashhadani Muhammad Jassim Al-Mashhadani (2019). The reality of implementing stages of Total Quality Management (T.Q.M) An exploratory study of a sample of faculty members at Jihan National University/ Erbil Governorate. journal of kirkuk University For Administrative and Economic Sciences, 9(2), 27-48.
Ahmed, H. I., Al-Sabaawe, Y. M. K., & Al-Shammri, E. F. Y. (2018, November). Achieving an E-collaboration integration between the outputs of higher institutions and the requirements of the labor market. In 2018 1st Annual International Conference on Information and Sciences (AiCIS) (pp. 216-228). IEEE.
Abd-Al Razaaq Hassan, D., & Khalaf, A. H. (2023). Bank loans and their role in influencing unemployment rates An econometric study of the Iraqi economy. journal of kirkuk University For Administrative and Economic Sciences, 13(1), 7-16.
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
You are free to:
- Share — copy and redistribute the material in any medium or format
- Adapt — remix, transform, and build upon the material
- The licensor cannot revoke these freedoms as long as you follow the license terms.
Under the following terms:
- Attribution — You must give appropriate credit , provide a link to the license, and indicate if changes were made . You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
- NonCommercial — You may not use the material for commercial purposes .
- No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits
