Abstract
Purpose: The success of organizations depends largely on the effectiveness and efficiency of the services they can deliver, which can create superior value for customers and ensure the realization of greater organizational performance. Failure to meet up with the market demands could affect Housing Bank for Trade and Finance’s (HBTF) aspirations of maintaining its leading competitive position in the Jordanian banking industry. It is against this backdrop that this paper is aimed at determining the effect of Total Quality Management (TQM) on the competitive advantage and Performance of HBTF in Jordan.Methods: A quantitive survey research approach was employed, about 500 samples were chosen randomly and data were collected via a closed-ended questionnaire. Structural Equation Modeling (SEM-PLS) was used for data analysis.Findings: The results indicates customers satisfaction, organizational culture and leadership commitment as factors of TQM are having positive effects on the performance HBTF. The analysis also confirmed that competitive advantage is a partial mediator of the relationship between TQM and performance. Implications: It is important to note that apart from the important contribution that this study makes to the academic field due to the inadequate research studies on the HBTF in Jordan especially with regards to issues related to TQM and its impact on competitive advantage and performance Limitations:The study limitations are in the area of sample choice and variable combination. It thus recommended that managers could be chosen as respondence in future studies and other factors of TQM could be exploited as well.Orignality value: This research is an addition to the current literature and the first attempt in this area to the best of authors’ knowledge. This research addresses adds knowledge by employing a second-generation multivariate data analysis technique (SEM-PLS). The study also expands the opportunity horizon of the HBTF by discovering a new managerial framework for TQM for greater performance.
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