أثر ممارسات إدارة الجودة الشاملة في أبعاد إدارة علاقة الزبائن الالكترونية في البنوك الاسلامية في الاردن The Impact of the Total Quality Management Practices on the Dimensions of the Electronic Customer Relationship Management in Islamic Banks in Jordan

دبدوب, فٌصل فارس فٌصل (2018) أثر ممارسات إدارة الجودة الشاملة في أبعاد إدارة علاقة الزبائن الالكترونية في البنوك الاسلامية في الاردن The Impact of the Total Quality Management Practices on the Dimensions of the Electronic Customer Relationship Management in Islamic Banks in Jordan. Masters thesis, جامعة الشرق الاوسط.

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Abstract

The main objective of this study is to explore and gauge the effect of Total Quality Management Practices on the Dimensions of the Electronic Customer Relationship Management in Islamic Banks in Jordan. The study community includes in its scope all Jordanian Islamic banks management and staff amounting to a total (3760). The questionnaire has been used as the main tool for collecting data and information that was subjected to selected analysis. A stratified sampling relative, technique has been adopted by distributing (348) copies of the questionnaire, of which (243) were completed and returned, (105) missing and (1) that was dismissed and excluded for unsuitability for analysis, bringing the final numberto (242) or the equivalent of 70%. The research has employed different statistical methods, including multiple regression, and the analysis has led to a number of results and conclusions, the most important of which is that ‘Total Quality Management Practices’ have a statistically evident impact on the ‘Electronic Customer Relationship ن ك Management’. Therefore, based on the results of the study, the research has put forward a number of recommendations including: to highlight the importance of customer focus and be willing to listen to customers views and thoughts, to seriously consider after sale E-services, to seek benefit from using and utilizing new technologies, to maintain a customer data repository and filing system that can help identify target profitable segments, to ensure that end-users are adequately trained on new technologies and systems to ensure efficiency and effectiveness, and most importantly to encourage the implementation ofappropriate quality system ad contiious improvement. Key words: Total Quality Management, Electronic Customer Relationship Management, Islamic banks, Jordan.

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