أثر تطبيق إدارة الجودة الشاملة في جودة الخدمات المصرفية دراسة حالة على مصرف الوحدة - فرع المدينة بمدينة بنغازي

Abstract

The study attempts to recognize the impact of total quality management (TQM), in terms of participation in strategic planning, support top management, concentrating on client, employees' participation, and continuous improvement, on the quality of Al-Wahda service (downtown branch – Benghazi city). For the study purpose, the researchers adopted case study method as well as a questionnaire as a main tool for gathering the basic data. The study population consisted of all the employees (44 subjects). The authors used a comprehensive survey technique of which forty statically usable questionnaires were recovered (89%). SPSS software was utilized in data analysis. The main obtained results were that the level of applying TQM with all its dimensions and the quality of banking service was high. There was positive effect of practicing TQM on banking service quality. There was an impact of applying each TQM dimensions (top management commitment, concentration on client, training employees, and constant enhancement) on banking service quality. The concentration on client had the strongest effect while the sporting top management had the weakest influence. Therefore, the researchers submitted several recommendations that may contribute to improve the degree of practicing TQM and banking service.