مدى التزام المصارف التجارية بتطبيق مبادئ إدارة الجودة الشاملة (دراسة ميدانية على مصرف الجمهورية فرع المرقب)

Abstract

: This study aimed to identify the extent to which the concept of total quality management is applied in the bank under study. Where the problem of the study lies in answering two main questions: What is the extent of application of the principles of total quality management by the employees of Jumhouria Bank, Al-Mergib branch? Are there statistically significant differences in the average responses of the study sample regarding the extent to which the principles of total quality management are applied by employees at Jumhouria Bank, Al- Mergib branch, according to some personal and functional variables? The descriptive and analytical approach was used in this study as it is appropriate for such studies to achieve its objectives The data was collected through a questionnaire designed for this purpose, and distributed to the study sample, which is represented by the employees of the bank under study, whose number is (21) employees. Based on their answers, statistical analysis was conducted, hypotheses were tested, and results and recommendations were reached. Among the most important findings of the study: The level of application of the principles of total quality management was high, as well as the focus on customers came at a high level, and the focus on the administrative needs of competition was high.