TQM AS A SOURCE OF BANK PERFORMANCE AND COMPETITIVE ADVANTAGE EMPIRICAL STUDY IN JORDANIAN BANKING SECTOR

Abstract

The study evaluates total quality management as a source of bank performance and competitive advantage in Jordanian banking sector. The design of this study has quantitative approach. Data was obtained by questionnaire instrument. The respondents in this study are the managers of bank branches. The number of population was 224 bank branches in Amman, Jordan. Random sampling was used in the study. 164 complete questionnaires were analyzed as a final sample. Two hypotheses have been developed through literature review and tested using descriptive analysis performed by SPSS. The results have confirmed that total quality management practices have positive and significant impact both on bank performance and competitive advantage.