FACTORS AFFECTING THE IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT IN JORDANIAN COMMERCIAL BANKS FROM CUSTOMERS POINT OF VIEW (Published)
This research aimed at investigating the factors affecting the implementation of TQM in a sample of commercial banks in Jordan. The study used the questionnaire as a tool to collect data. The results showed that there are some defaults in the implementation of TQM in commercial banks in Jordan and some aspects of TQM were ignored and wrongly Implemented and this in turn affected customer care
Keywords: Commercial Banks, Conformance, Customers, Specification, Total Quality Management