The influence of total quality management on non-academic performance: public sector institutions of Jordan
by Jamal Ahmed Al-Doori
International Journal of Services and Operations Management (IJSOM), Vol. 38, No. 2, 2021

Abstract: Previous studies verified that total quality management (TQM) improve performance. The aim of this study is to empirically verify the TQM approaches with non-academic performance. This is a quantitative study; a questionnaire has distributed by convenience sampling in the higher education institutions in the Jordan. After data cleaning, total of 276 responses were retained for final analysis. Factor analysis and multiple regressions have assessed through SPSS. The finding of this study reveals that two approaches of TQM customer focus and continuous improvement have positive and significant effects on non-academic performance while strategic planning positively affects the non-academic performance but not significantly. Meanwhile, leadership commitment has a negative effect on performance. This study will guide the managers in enhancing performance. Secondly, this study provides background to researches to know the value of TQM. Future study can be conducted on the reasons the negative relationship between leadership commitment and non-academic performance.

Online publication date: Tue, 16-Feb-2021

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