How to cite this paper
Al-Jarrah, M., Hailat, K & Jarah, B. (2023). Total quality management and its role in improving customer relations in Jordanian Islamic banks.Uncertain Supply Chain Management, 11(1), 119-126.
Refrences
Agus, A. (2011). Enhancing production performance and customer performance through total quality management (TQM): Strategies for competitive advantage. Procedia-Social and Behavioral Sciences, 24, 1650-1662.
Ali, K., & Johl, S. K. (2022). Critical success factors of Total Quality Management practices using Pareto analysis. International Journal of Productivity and Quality Management, 36(3), 353-381.
Almatarneh, Z., Jarah, B., & Jarrah, M. (2022). The role of management accounting in the development of supply chain performance in logistics manufacturing companies. Uncertain Supply Chain Management, 10(1), 13-18.
Altinok, P. (2014). An evaluation on effects of total quality applications in customer relations management on sustainable global competition. International Journal of Research in Business and Social Science (2147-4478), 3(1), 35-62.
Ayodeji, I. O., Emmanuel, O. O., & Olajiire, E. O. (2021). Impact of total quality management on organisational performance. International Journal of Research in Commerce and Management Studies, 3(3), 21-32.
Baird, K., Hu, K. J., & Reeve, R. (2011). The relationships between organizational culture, total quality management practices and operational performance. International Journal of Operations & Production Management, 31(7), 789-814.
Batt, R. (1999). Work organization, technology, and performance in customer service and sales. Ilr Review, 52(4), 539-564.
Besterfield, D. H., Besterfield-Michna, C., Besterfield, G. H., Besterfield-Sacre, M., Urdhwareshe, H., & Urdhwareshe, R. (2014). Total Quality Management. Revised Edition: For Anna University, 3/e. Pearson Education India.
Boaden, R. J. (1996). Is total quality management really unique?. Total Quality Management, 7(5), 553-570.
Bon, A. T., & Mustafa, E. M. (2013). Impact of total quality management on innovation in service organizations: Literature review and new conceptual framework. Procedia Engineering, 53, 516-529.
Carter, J. R., & Narasimhan, R. (1994). The role of purchasing and materials management in total quality management and customer satisfaction. International Journal of Purchasing and Materials Management, 30(2), 2-13.
Faraj, K. M., Faeq, D. K., Abdulla, D. F., Ali, B. J., & Sadq, Z. M. (2021). Total Quality Management And Hotel Employee Creative Performance: The Mediation Role Of Job Embeddedment. Journal of Contemporary Issues in Business and Government, 27(1), 3838-3855.
Hanoum, F. C., Kosasih, F. G., & Safariningsih, R. T. H. (2022). Penerapan Total Quality Management (TQM) dalam Meningkatkan Kualitas Pelayanan Rumah Sakit. Reslaj: Religion Education Social Laa Roiba Journal, 4(3), 804-815.
Jarah, B. A. F., & Almatarneh, Z. (2021). The effect of the elements of accounting information system (AIS) on organizational culture (OC)-A field study. Academy of Strategic Management Journal, 20, 1-10.
Jarah, B. A. F., AL Jarrah, M. A., Al-Zaqeba, M. A. A., & Al-Jarrah, M. F. M. (2022). The Role of Internal Audit to Reduce the Effects of Creative Accounting on the Reliability of Financial Statements in the Jordanian Islamic Banks. International Journal of Financial Studies, 10(3), 60.
Jarah, B., Jarrah, M., & Al-Zaqeba, M. (2022). The role of internal audit in improving supply chain management in shipping companies. Uncertain Supply Chain Management, 10(3), 1023-1028.
Jun, M., & Cai, S. (2010). Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction. Total Quality Management, 21(2), 205-223.
Kannan, V. R., & Tan, K. C. (2005). Just in time, total quality management, and supply chain management: understanding their linkages and impact on business performance. Omega, 33(2), 153-162.
Kaynak, H. (2003). The relationship between total quality management practices and their effects on firm performance. Journal of operations management, 21(4), 405-435.
Kelemen, M. (2000). Too much or too little ambiguity: the language of total quality management. Journal of Management Studies, 37(4), 483-498.
Lanin, D. (2020, March). The Effect of Performance and Services Quality on Satisfaction of Internal and External Customers Based on Total Quality Management Social Services in Siak District. In International Conference on Public Administration, Policy and Governance (ICPAPG 2019) (pp. 9-14). Atlantis Press.
Lenka, U., Suar, D., & Mohapatra, P. K. (2010). Customer satisfaction in Indian commercial banks through total quality management approach. Total Quality Management, 21(12), 1315-1341.
Mehra, S., & Ranganathan, S. (2008). Implementing total quality management with a focus on enhancing customer satisfaction. International Journal of Quality & Reliability Management, 25(9).
Mohrman, S. A., Tenkasi, R. V., Lawler, E. E., & Ledford, G. E. (1995). Total quality management: practice and outcomes in the largest US firms. Employee relations.
Morgan, C., & Murgatroyd, S. (1994). Total quality management in the public sector: An international perspective. McGraw-Hill Education (UK).
Murmura, F., & Bravi, L. (2018). Exploring customers’ perceptions about Quality Management Systems: an empirical study in Italy. Total Quality Management & Business Excellence, 29(11-12), 1466-1481.
Nassar, M. L., Yahaya, K. A., & Shorun, C. Y. (2015). Total Quality Management and customers satisfaction in selected service industries in Ilorin, Nigeria. Journal of Sustainable Development in Africa, 17(6), 146-162.
Nguyen, T. L. H., & Nagase, K. (2019). The influence of total quality management on customer satisfaction. International journal of healthcare management, 12(4), 277-285.
Panjaitan, H., & Kristian, A. (2014). Analysis of customer loyalty through total quality service, customer relationship management and customer satisfaction. International Journal of Evaluation and Research in Education, 3(3), 142-151.
Ross, J. E. (2017). Total quality management: Text, cases, and readings. Routledge.
Saffar, N., & Obeidat, A. (2020). The effect of total quality management practices on employee performance: The moderating role of knowledge sharing. Management Science Letters, 10(1), 77-90.
Santouridis, I., & Veraki, A. (2017). Customer relationship management and customer satisfaction: the mediating role of relationship quality. Total Quality Management & Business Excellence, 28(9-10), 1122-1133.
Sinambela, E. A., & Darmawan, D. (2021). Pengaruh Total Quality Management dan Manajemen Pengetahuan terhadap Kinerja Organisasi. Cemerlang: Jurnal Manajemen dan Ekonomi Bisnis, 1(4), 01-12.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2001). A holistic model for total quality service. International journal of service industry management, 12(4), 378-412.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2001). A conceptual model for total quality management in service organizations. Total quality management, 12(3), 343-363.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between management's perception of total quality service and customer perceptions of service quality. Total Quality Management, 13(1), 69-88.
Swiss, J. E. (1992). Adapting total quality management (TQM) to government. Public administration review, 356-362.
Talib, F., Rahman, Z., & Qureshi, M. N. (2011). A study of total quality management and supply chain management practices. International Journal of Productivity and Performance Management, 60(3).
Talib, F., Rahman, Z., & Qureshi, M. N. (2011). Analysis of interaction among the barriers to total quality management implementation using interpretive structural modeling approach. Benchmarking: An International Journal, 18(4).
Tandon, S., & Thakur, A. (2012). Customers' Perception About Total Quality Management in Banking Sector: A Comparative Study in Punjab Region. Journal of Strategic Human Resource Management, 1(2), 1.
Terziovski, M., & Samson, D. (1999). The link between total quality management practice and organisational performance. International Journal of Quality & Reliability Management, 16(3), 226-237.
Topalović, S. (2015). The implementation of total quality management in order to improve production performance and enhancing the level of customer satisfaction. Procedia Technology, 19, 1016-1022.
Wang, C. H., Chen, K. Y., & Chen, S. C. (2012). Total quality management, market orientation and hotel performance: The moderating effects of external environmental factors. International journal of hospitality management, 31(1), 119-129.
Wilkinson, A., Marchington, M., Goodman, J., & Ackers, P. (1992). Total quality management and employee involvement. Human Resource Management Journal, 2(4), 1-20.
Ali, K., & Johl, S. K. (2022). Critical success factors of Total Quality Management practices using Pareto analysis. International Journal of Productivity and Quality Management, 36(3), 353-381.
Almatarneh, Z., Jarah, B., & Jarrah, M. (2022). The role of management accounting in the development of supply chain performance in logistics manufacturing companies. Uncertain Supply Chain Management, 10(1), 13-18.
Altinok, P. (2014). An evaluation on effects of total quality applications in customer relations management on sustainable global competition. International Journal of Research in Business and Social Science (2147-4478), 3(1), 35-62.
Ayodeji, I. O., Emmanuel, O. O., & Olajiire, E. O. (2021). Impact of total quality management on organisational performance. International Journal of Research in Commerce and Management Studies, 3(3), 21-32.
Baird, K., Hu, K. J., & Reeve, R. (2011). The relationships between organizational culture, total quality management practices and operational performance. International Journal of Operations & Production Management, 31(7), 789-814.
Batt, R. (1999). Work organization, technology, and performance in customer service and sales. Ilr Review, 52(4), 539-564.
Besterfield, D. H., Besterfield-Michna, C., Besterfield, G. H., Besterfield-Sacre, M., Urdhwareshe, H., & Urdhwareshe, R. (2014). Total Quality Management. Revised Edition: For Anna University, 3/e. Pearson Education India.
Boaden, R. J. (1996). Is total quality management really unique?. Total Quality Management, 7(5), 553-570.
Bon, A. T., & Mustafa, E. M. (2013). Impact of total quality management on innovation in service organizations: Literature review and new conceptual framework. Procedia Engineering, 53, 516-529.
Carter, J. R., & Narasimhan, R. (1994). The role of purchasing and materials management in total quality management and customer satisfaction. International Journal of Purchasing and Materials Management, 30(2), 2-13.
Faraj, K. M., Faeq, D. K., Abdulla, D. F., Ali, B. J., & Sadq, Z. M. (2021). Total Quality Management And Hotel Employee Creative Performance: The Mediation Role Of Job Embeddedment. Journal of Contemporary Issues in Business and Government, 27(1), 3838-3855.
Hanoum, F. C., Kosasih, F. G., & Safariningsih, R. T. H. (2022). Penerapan Total Quality Management (TQM) dalam Meningkatkan Kualitas Pelayanan Rumah Sakit. Reslaj: Religion Education Social Laa Roiba Journal, 4(3), 804-815.
Jarah, B. A. F., & Almatarneh, Z. (2021). The effect of the elements of accounting information system (AIS) on organizational culture (OC)-A field study. Academy of Strategic Management Journal, 20, 1-10.
Jarah, B. A. F., AL Jarrah, M. A., Al-Zaqeba, M. A. A., & Al-Jarrah, M. F. M. (2022). The Role of Internal Audit to Reduce the Effects of Creative Accounting on the Reliability of Financial Statements in the Jordanian Islamic Banks. International Journal of Financial Studies, 10(3), 60.
Jarah, B., Jarrah, M., & Al-Zaqeba, M. (2022). The role of internal audit in improving supply chain management in shipping companies. Uncertain Supply Chain Management, 10(3), 1023-1028.
Jun, M., & Cai, S. (2010). Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction. Total Quality Management, 21(2), 205-223.
Kannan, V. R., & Tan, K. C. (2005). Just in time, total quality management, and supply chain management: understanding their linkages and impact on business performance. Omega, 33(2), 153-162.
Kaynak, H. (2003). The relationship between total quality management practices and their effects on firm performance. Journal of operations management, 21(4), 405-435.
Kelemen, M. (2000). Too much or too little ambiguity: the language of total quality management. Journal of Management Studies, 37(4), 483-498.
Lanin, D. (2020, March). The Effect of Performance and Services Quality on Satisfaction of Internal and External Customers Based on Total Quality Management Social Services in Siak District. In International Conference on Public Administration, Policy and Governance (ICPAPG 2019) (pp. 9-14). Atlantis Press.
Lenka, U., Suar, D., & Mohapatra, P. K. (2010). Customer satisfaction in Indian commercial banks through total quality management approach. Total Quality Management, 21(12), 1315-1341.
Mehra, S., & Ranganathan, S. (2008). Implementing total quality management with a focus on enhancing customer satisfaction. International Journal of Quality & Reliability Management, 25(9).
Mohrman, S. A., Tenkasi, R. V., Lawler, E. E., & Ledford, G. E. (1995). Total quality management: practice and outcomes in the largest US firms. Employee relations.
Morgan, C., & Murgatroyd, S. (1994). Total quality management in the public sector: An international perspective. McGraw-Hill Education (UK).
Murmura, F., & Bravi, L. (2018). Exploring customers’ perceptions about Quality Management Systems: an empirical study in Italy. Total Quality Management & Business Excellence, 29(11-12), 1466-1481.
Nassar, M. L., Yahaya, K. A., & Shorun, C. Y. (2015). Total Quality Management and customers satisfaction in selected service industries in Ilorin, Nigeria. Journal of Sustainable Development in Africa, 17(6), 146-162.
Nguyen, T. L. H., & Nagase, K. (2019). The influence of total quality management on customer satisfaction. International journal of healthcare management, 12(4), 277-285.
Panjaitan, H., & Kristian, A. (2014). Analysis of customer loyalty through total quality service, customer relationship management and customer satisfaction. International Journal of Evaluation and Research in Education, 3(3), 142-151.
Ross, J. E. (2017). Total quality management: Text, cases, and readings. Routledge.
Saffar, N., & Obeidat, A. (2020). The effect of total quality management practices on employee performance: The moderating role of knowledge sharing. Management Science Letters, 10(1), 77-90.
Santouridis, I., & Veraki, A. (2017). Customer relationship management and customer satisfaction: the mediating role of relationship quality. Total Quality Management & Business Excellence, 28(9-10), 1122-1133.
Sinambela, E. A., & Darmawan, D. (2021). Pengaruh Total Quality Management dan Manajemen Pengetahuan terhadap Kinerja Organisasi. Cemerlang: Jurnal Manajemen dan Ekonomi Bisnis, 1(4), 01-12.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2001). A holistic model for total quality service. International journal of service industry management, 12(4), 378-412.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2001). A conceptual model for total quality management in service organizations. Total quality management, 12(3), 343-363.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between management's perception of total quality service and customer perceptions of service quality. Total Quality Management, 13(1), 69-88.
Swiss, J. E. (1992). Adapting total quality management (TQM) to government. Public administration review, 356-362.
Talib, F., Rahman, Z., & Qureshi, M. N. (2011). A study of total quality management and supply chain management practices. International Journal of Productivity and Performance Management, 60(3).
Talib, F., Rahman, Z., & Qureshi, M. N. (2011). Analysis of interaction among the barriers to total quality management implementation using interpretive structural modeling approach. Benchmarking: An International Journal, 18(4).
Tandon, S., & Thakur, A. (2012). Customers' Perception About Total Quality Management in Banking Sector: A Comparative Study in Punjab Region. Journal of Strategic Human Resource Management, 1(2), 1.
Terziovski, M., & Samson, D. (1999). The link between total quality management practice and organisational performance. International Journal of Quality & Reliability Management, 16(3), 226-237.
Topalović, S. (2015). The implementation of total quality management in order to improve production performance and enhancing the level of customer satisfaction. Procedia Technology, 19, 1016-1022.
Wang, C. H., Chen, K. Y., & Chen, S. C. (2012). Total quality management, market orientation and hotel performance: The moderating effects of external environmental factors. International journal of hospitality management, 31(1), 119-129.
Wilkinson, A., Marchington, M., Goodman, J., & Ackers, P. (1992). Total quality management and employee involvement. Human Resource Management Journal, 2(4), 1-20.