تاريخ مجلس الدراسات العليا

2021-06-05

اسم الطالب

شيرين مروان

ملخص الرسالة

Purpose: The general purpose of this study was to find out the impact of implementing Total Quality Management (TQM) on the performance of employees working from home (WFH) in the Jordan Commercial Bank. The sample studied consisted of employees and managers from the bank whom have adopted WFH policies. A questionnaire was administered to the employees of the bank (168 employees) to find out their perception towards job satisfaction, productivity, customer satisfaction, continues improvement and employees' engagement. Design and Methodology: A deductive approach was followed in this study. Quantitative data analysis (Karl Pearson's Correlation Analysis), Linear Regression and Descriptive Statistics has been used for carrying out the data analysis. The findings of the research underlined that the application of TQM has helped in improving job satisfaction, job involvement, and employees' performance along with the improvement in customer satisfaction levels. In addition, the findings reveal that the regression results provided medium to low strength relationship between the variables. The Cronbach's Alpha is more than 0.90 and the singular assessment of the questions underlined a positive outlook of the researchers towards this concept. Even though the correlation results depicted weak relationship between variables, the significance was less than (? ? .05) and hence the results were accepted. Practical Implications: Application of TQM in other industries and employees carrying out work from home for the employees could be administered by taking account of the results of the research.