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

Q1 Decision Sciences

Uncertain Supply Chain Management Pub Date : 2023-01-01 DOI:10.5267/j.uscm.2022.11.003

Mefleh Faisal Mefleh Al-Jarrah, K. Hailat, B. Jarah

引用次数: 3

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.

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全面质量管理及其在改善约旦伊斯兰银行客户关系中的作用

全面质量管理(TQM)是一种管理银行的方法。TQM被认为是一个关键的工具，它指导发展工作和提高绩效的战略，以便通过优质的服务和产品产生利润。因此，本研究旨在检验全面质量管理在改善约旦伊斯兰银行客户关系中的作用。主要数据是通过对约旦伊斯兰银行的163名工作人员进行调查收集的。采用问卷调查作为数据收集技术。采用SPSS version 25进行描述性统计分析。研究结果表明，约旦伊斯兰银行的TQM(包括客户满意度、战略规划、持续改进和客户关系)之间存在统计关联。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Uncertain Supply Chain Management Decision Sciences-Statistics, Probability and Uncertainty

CiteScore

5.60

自引率

0.00%

发文量

112

期刊介绍： Supply chain management (SCM) plays an essential role in managing the movement of raw materials into an organization, certain issues of the internal processing of materials into finished goods, and the movement of finished products out of the organization for end-consumer delivery. The goal of SCM is to improve trust and collaboration among supply chain partners and to improve inventory visibility. However, many SCM problems deal with uncertain events such as uncertainty in demand, supply, quality, price, etc. This forum is dedicated to all scholars who wish to share their ideas about uncertainty in SCM problems. Uncertain supply chain management is a quarterly publication dedicated to all scientists in all over the world who wish to share their experiences and knowledge in this field. Our policy is to perform a peer review on all submitted articles and publishes original and high quality articles.