Title: Total quality management practices and organisational performance in Jordanian courier services

Authors: Rateb J. Sweis; Rawan A. Saleh; Rawan H. Al-Etayyem; Bara' T. Qasrawi; Ayat M. Al Mahmoud

Addresses: Department of Business Administration, The University of Jordan, 11942, Amman, Jordan ' Department of Business Administration, The University of Jordan, 11942, Amman, Jordan ' Department of Business Administration, The University of Jordan, 11942, Amman, Jordan ' Department of Business Administration, The University of Jordan, 11942, Amman, Jordan ' Department of Marketing Management, The University of Jordan, Jordan

Abstract: The research papers which are related to services are limited in Jordan. Since the Jordanian economy is heavily dependent on the services sector, such research may enhance the quality of this sector. This study aims to examine the relationship between TQM practices and the organisational performance in the Jordanian courier service firms, and to determine which of the studied practices control the performance wheel. The methodology used is based on a cross sectional study carried out using a questionnaire survey. The survey is distributed to a sample of departments in a leading courier service firm in Jordan. Analysis has showed that TQM practices correlate positively with organisational performance, with a significant positive value for continuous improvement practice. Hence, managers should consider TQM practices as a way to enhance performance, allocate resources and develop an environment that supports continuous improvement ideas.

Keywords: total quality management; TQM; organisational performance; courier services; Jordan; firm performance; continuous improvement; resource allocation.

DOI: 10.1504/IJPQM.2016.078889

International Journal of Productivity and Quality Management, 2016 Vol.19 No.2, pp.258 - 276

Received: 02 Jan 2015
Accepted: 12 Feb 2015
Published online: 04 Sep 2016 *

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