Assessing the Degree of Compliance with TQM Practices : Study of Banking Sector in Palestine

Abstract

Employing firm’s resources in a way can satisfy the unexpected needs of customers in less costs, which helps a firm to achieve a competitive edge against competitors considers the main goal for any business director. From other side, customers would prefer to deal with firms that offer goods and services with high level of quality, reliability and those at par with international standards. This has given the birth to the concept of TQM in service sector after proofing success in industrial sectors. The aim of the paper is to investigate the level of compliance to TQM practices in Banking sector in Palestine. In the beginning researcher reviewed literature studies to develop a knowledge about TQM practices (Leadership and Human resources development & management) in specific. and try to investigate the relationship between TQM practices and bank’s efficiency. Then, researcher have prepared a questionnaire to measure the level of compliance of Palestinian banks to TQM practices. 100 questionnaires have distributed for the bank employees, who work in different positions and departments. The results showed that less concern to TQM practices in leadership system, human resource development and management. Finally, researcher recommended that banks should give more attention to motivate employees through satisfying them financially and activate their role in decision making and work in a team soul.