Title: The effect of TQM dimensions on the performance of international non-governmental organisations operating in Jordan

Authors: Firas I. Mahmoud Saleh; Rateb J. Sweis; Bayan Y. Abdelqader; Ayman B. Abdallah; Mazen Arafeh

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

Abstract: This paper aims to empirically investigate the effect of total quality management (TQM) dimensions on the performance of international non-governmental organisations (INGOs) operating in Jordan. Around 40 INGOs are currently working in responding to the Syrian crises in Jordan. Seventy three managerial staff of 23 INGOs have participated in the research survey. Analysis of the data has showed that four out of six TQM dimensions have significant contribution in the performance of INGOs operating in Jordan. More insights on implementation of TQM dimensions as well as how the perception of INGOs performance differs according to the demographic variables have been presented through the paper. Hence, managers can orient their efforts and resources towards more proper performance improvement pathways.

Keywords: total quality management; TQM; international non-governmental organisations; INGOs; non-profit organisations; performance; refugees; Jordan.

DOI: 10.1504/IJPQM.2017.085254

International Journal of Productivity and Quality Management, 2017 Vol.21 No.4, pp.443 - 459

Received: 08 Dec 2015
Accepted: 06 May 2016

Published online: 22 Jun 2017 *

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