Total quality management and the quality of service provided: case study of Jordanian public management

Abstract

A vital quality improvement process, known as total quality management (TQM), is being utilised by numerous organisations worldwide with its success being displayed with increases in service quality. This paper aimed to measure the level of this success by measuring the improvement in service quality in the Civil Status and Passport Department within the Jordanian Public Sector. The influence of TQM on four separate criteria was measured. These were the level of response, the accuracy of the response, the employee's empathy towards the service recipient and the availability of the service within a given time or place. Data was gathered via questionnaire response from 390 randomly selected personnel working within the Jordan's Public Sector. The analysis showed that there was a significant correlation between TQM and service quality within the Jordanian Public Sector (α ≤ 0.05). Further research in field can be rolled out across all Jordanian government institutions are recommended.