Impact of total quality management implementation on effectiveness of human resource management in the jordanian banking sector from employees' perspective (original) (raw)

Academy of Strategic Management Journal, 2017

Abstract

This research aimed at investigating the impact of implementation of total quality management (TQM) on the effectiveness of human resource management (HRM) practices in the Jordanian banking sector. Variations in the implementation of TQM and the effectiveness of HRM according to demographic characteristics are detected. A questionnaire was administered to (540) employees in (15) commercial and Islamic banks’ headquarters in Amman. A high level of implementation of TQM (customer focus, top management commitment, and continuous improvement) was manifested, whereas employee engagement yielded a medium level. Similarly, a high level of effectiveness of all HRM (planning, staffing, training & development, and performance appraisal) was displayed, while a medium level of compensation was yielded. Implementation of TQM varies with respect to job title, whereas no significant variations with respect to gender, age, education, and experience are provided. No significant variations in the ef...

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