Impact of Total Quality Management Requirements on Banking Financial Performance in Iraq

This study aims to examine the impact of total quality management and its variables, represented by customer focus, continuous improvement, and leadership on financial banking performance. The study is concerning financial performance,takes two dimensions; the first is represented by increasing prof...

Full description

Saved in:

Bibliographic Details
Main Author:	Hussein, Aza Mohammed
Format:	Thesis
Language:	eng eng
Published:	2012
Subjects:	HD28-70 Management Industrial Management
Online Access:	https://etd.uum.edu.my/3105/1/AZA_MOHAMMED___HUSSEIN.pdf https://etd.uum.edu.my/3105/3/AZA_MOHAMMED___HUSSEIN.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uum-etd.3105
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Shafie, Shahril
topic	HD28-70 Management Industrial Management
spellingShingle	HD28-70 Management Industrial Management Hussein, Aza Mohammed Impact of Total Quality Management Requirements on Banking Financial Performance in Iraq
description	This study aims to examine the impact of total quality management and its variables, represented by customer focus, continuous improvement, and leadership on financial banking performance. The study is concerning financial performance,takes two dimensions; the first is represented by increasing profitability which includes three indicators: profit margin, return on assets, and return on equity. The second is represented by decreasing risks and included two indicators: liquidity risks and capital risks to know the impact of the requirements of total quality management. Data collection was based on questionnaire and annual reports from 2006 until 2010. The results showed that the total quality management requirements (customer focus, continuous improvement and leadership) have a positive and significant influence on the bank financial performance. Meanwhile,the analysis of banks annual report recorded and supported that the bank performance was increased by adapting the total quality management requirements during the period between 2006-2010. Findings for the research will support the literature review of total quality management and bank performance, as well as the banks management to make the better decision to enhance the bank performance.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Hussein, Aza Mohammed
author_facet	Hussein, Aza Mohammed
author_sort	Hussein, Aza Mohammed
title	Impact of Total Quality Management Requirements on Banking Financial Performance in Iraq
title_short	Impact of Total Quality Management Requirements on Banking Financial Performance in Iraq
title_full	Impact of Total Quality Management Requirements on Banking Financial Performance in Iraq
title_fullStr	Impact of Total Quality Management Requirements on Banking Financial Performance in Iraq
title_full_unstemmed	Impact of Total Quality Management Requirements on Banking Financial Performance in Iraq
title_sort	impact of total quality management requirements on banking financial performance in iraq
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2012
url	https://etd.uum.edu.my/3105/1/AZA_MOHAMMED___HUSSEIN.pdf https://etd.uum.edu.my/3105/3/AZA_MOHAMMED___HUSSEIN.pdf
_version_	1747827499919736832
spelling	my-uum-etd.31052016-04-19T07:33:22Z Impact of Total Quality Management Requirements on Banking Financial Performance in Iraq 2012 Hussein, Aza Mohammed Shafie, Shahril Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HD28-70 Management. Industrial Management This study aims to examine the impact of total quality management and its variables, represented by customer focus, continuous improvement, and leadership on financial banking performance. The study is concerning financial performance,takes two dimensions; the first is represented by increasing profitability which includes three indicators: profit margin, return on assets, and return on equity. The second is represented by decreasing risks and included two indicators: liquidity risks and capital risks to know the impact of the requirements of total quality management. Data collection was based on questionnaire and annual reports from 2006 until 2010. The results showed that the total quality management requirements (customer focus, continuous improvement and leadership) have a positive and significant influence on the bank financial performance. Meanwhile,the analysis of banks annual report recorded and supported that the bank performance was increased by adapting the total quality management requirements during the period between 2006-2010. Findings for the research will support the literature review of total quality management and bank performance, as well as the banks management to make the better decision to enhance the bank performance. 2012 Thesis https://etd.uum.edu.my/3105/ https://etd.uum.edu.my/3105/1/AZA_MOHAMMED___HUSSEIN.pdf text eng validuser https://etd.uum.edu.my/3105/3/AZA_MOHAMMED___HUSSEIN.pdf text eng public masters masters Universiti Utara Malaysia Angur,M.G.,Nataraajan,R.,& Jahera,J.S.(1999).Service quality in the banking industry: An assessment in a developing economy.International Journal of Bank Marketing, 17,116-123. Anderson,E.(1997).Understanding service quality: Is your firm getting the Buck.Houston Business Journal,October, 27(2). Al-Swidi,A.K.,& Mahmood,R.(2011).Fostering the performance of banks through Total Quality Management (TQM) practices: A bank branches perspective.European Journal of Social Science,19(2),268-285. Al-Marri,K.,Ahmed,A.M.M.B.,& Zairi,M.(2007).Excellence in service: An empirical study of the UAE banking sector. International Journal of Quality and Reliability Management,24(2),164-176. Al-Swidi,A.K.,& Mahmood,R.(2011).How does organizational culture shape the relationship between entrepreneurial orientation and the organizational performance of banks?. European Journal of Social Sciences,20(1),28-46. Arawati,A.(2005).The structural linkages between TQM, product quality performance, and business performance: Preliminary empirical study in electronics companies. Singapore Management Review,27(1),87-105. Arumugam,V.,Ooi,K.B.,& Fong,T.C.(2008).TQM practices and quality management Performance-An investigation of their relationship using data from ISO 9001:2000 firms in Malaysia.The TQM Magazine,20(6),636-650. Agus,A.(1994) TQM as a focus for improving overall service performance and customer satisfaction:An empirical study on a public service sector in Malaysia.Total Quality Management,15(5-6),615-628. Ahire,S.L.,Golhar,D.Y.,& Waller,M.A.(1996).Development and validation of TQM implementation constructs.Decision Sciences,27(1),23-56. Al-Mansour,A.H.(2007).Application of TQM to financial services.Retrieved December 19,2010,from http://faculty. kfupm.edu.sa/CEM/bushait/cem515/term-papers/TQM-Finance.pdf. Athanassopoulos,A.D.(1997).Service quality and operating efficiency synergies for management control in the provision of financial services:Evidence from Greek bank branches.European Journal of Operational Research,98, 300-313. Ahire,S.L.,Golhar,D.Y.,& Waller,M.A.(1996).Development and validation of TQM implementation constructs.Decision Sciences,27(1),23-56. Andersson,R.,Eriksson,H.,& Torstensson,H.(2006). Similarities and differences between TQM,six sigma and lean.The TQM Magazine,18(3),282-296. Bank Annual Report,Iraq.(2004). Bank Annual Report,Iraq.(2010). Beer,M.(2003).Why total quality management programs do not persist: The role of management quality and implications for leading a TQM transformation.Decision Sciences,34, 623-642. Belbissi,B.(2000).Total Quality Management and Performance –An applied study on the commercial sector in Iraq.Mueta Studies,1(17),32-47. Brah,S.A.,Wong,J.L.,& Rao,B.M.(2000).TQM and business performance in the service sector: A Singapore study. International Journal of Operation and Production Managemen,20(11),1239-1312. Benavent,F.B.,Ros,S.C.,& Moreno-Luzon,M.(2005).A model of quality management selfassessment:An exploratory research. International Journal of Quality & Reliability Management, 22(5),432-451. Barker,K.J.,& Emery,C.R.(2006).The effect of TQM factors on financial and strategic performance:An empirical test using manufacturing firms.Academy of Strategic Management Journal, 5,39-59. Black,S.A.,& Porter,L.J.(1996).Identification of the critical success factors of TQM.Decision Sciences,27(1,1-21. Buzzell,R.,& Gale,B.( 1997).The PIMS principles: Linking strategy to performance.New York: Free Press. Bernhardt,K.L.,Donthu,N.,& Kennett,P.A.( 2000).A longitudinal analysis of satisfaction and profitability. Journal of Business Research,47,161-171. Brandt,D.R.(2000).Linking measures of customer satisfaction,value,and loyalty to market and financial performance:Basic methods and key considerations.In Proceedings of ASQ’s 54th Annual Quality Congress. Milwaukee,Wis.:ASQ Quality. Collin,D.,& Montgomery,G.(1995) Competing on Resources: Strategy in the 1995.Harvard Business Review,July–August. Cowling,A.,& Newman,K.(1995).Banking on people:TQM, service quality and humanresources.Personal Review,24(7),25-40. Counte,M.A.,Glandon,G.L.,Oleske,D.M.,& Hill,J.P.(1995). Improving hospital performance:Issues in assessing the impact of TQM activities.Hospital Health Service Administration,40(1),80-94. Chin,K.S.,& Pun,K.F.(2002).A proposed framework for implementing TQM in chinese organizations.International Journal of Quality & Reliability Management.19,272-294. Country profile report,Iraq,(2008). Cook,L.,& Verma,R.(2002).Exploring the linkage bet ween quality system,Service Quality & Performance Excellence: service Provider‘s Prospective: available at: www.asq.org /pub/qmj/past/vol9_isuue2/coolverma.html. Chapman,Y.,& Al-Khawaldeh,K.(2002).TQM and labour productivity in Jordanian industrial companies.The TQM Magazine,14(4),248-262. Cohen,D.,Gan,C.,Yong,H.H.A.,& Chong,E.(2007).Customer retention by banks in New Zealand.Banks and Bank System, 2(1),40-54. Chong,V.K.,& Rundus,M.J.(2004).Total quality management, market competition and organizational performance.The British Accounting Review,36,155-172. Chuan,T.K.,& Soon,L.C.(2000).A detailed trend analysis of national quality awards Worldwide.Total Quality Management, 11(8),1065-1080. Collis,D.J.,& Montgomery,C.A.(1995).Competing on resources: Strategy in the 1990s.Harvard Business Review,73(4),118-128. Crespell,P.,& Hansen,E.(2008).Managing for innovation: Insights into a successful Company.Forest Products Journal, 58(9),12-18. Crosby.R.B.,& Aquilaroo,N.J.(2000).Production and Operation Management:Manufacturing.New Jersey. Cua,K.O.,Mc Kone,K.E.,& Schoreder,R.G.(2001).Relationship between implementat TQM, JIT and TPM and manufaturing performance.Journal of Operations Management,19,675-694. Dahlgaard-Park,S.M.,& Dahlgaard,J.J.(2007).Excellence 25 years evolution.Journal of Management History,13(4),371-393. Dale,B.G.(1999).Managing Quality, 3rd ed.Oxford: Blackwell. Dimitriades,Zoe.(2001).Empowerment in Total Quality: Designing and ImplementingEffective Employee Decision-Making Strategies.Unpublished Doctoral Dissertation. University of Piraeus,Greece. Dose,J.J.(1997).Work values:An integrative framework illustrative application to Oganizational socialization. Jornal of Occupational &Organizational Psychology,70, 219-240. Douglas,T.J.,& Judge Jr,W.Q.(2001).Total Quality Management and competitive advantage,the role of structural control and exploration.Academy of Management Journal,44,158-169. Dimitriades,A.S.(2006).Customer satisfaction,loyalty and commitment in service oganizations:Some evidence from Greece.Management Research News,29(12),782-800. Dow,D.,Samson,D.,& Ford,S.(1999).Exploding the myth: Do all quality management practices contribute to superior quality performance?.Production and Operations Management,8(1),1-27. Dilworth,James,B.S(1992).Operations Managemant Design. Planning and Control for Manufacturing and Service‖,Mc Graw-Hill.Inc.New York. Dwairi,M.,Bhuian,S.N.,& Jurkus,A.(2007).Revisiting the pioneering market orientation model in an emerging economy. European Journal of Marketing,41(7/8),713-721. Das,A.,Ray,S.C.,& Nag,A.(2009).Labor-use efficiency in Indian banking:A branch-level analysis.Omega,37,411-425. Elango,R.& Gudep,V.K.(2006).A comparative study on the service quality and Customers' satisfaction among private, public and foreign banks.The ICFAI Journal of Management, 5(3),8-19. Easton,G.S.,& Jarrell,S.L.(1998).The effects of Total Quality Management on corporate performance:An empirical investigation.Journal of Business/School of Business of the University of Chicago,71(2),253-307. El Shanawy,E.,Baker,T.,& Lemak,D.J.(2007).A meta-analysis of the effect of TQM on competitive advantage.International Journal of Quality & Reliability Management,24(5),442-471. Easton,G.S.,& Jarrell,S.L.(1998).The effects of Total Quality Management on corporate performance:An empirical investigation.The Journal of Business,71(2),253-308. Edvardsson,B.,Johnson,M.D.,Gustafsson,A.,& Strandvik,T. (2000).The effects of satisfaction and loyalty on profits and growth:Products versus services.Total Quality Management,11(7),917-927. Fecı´kova´,I.(2004).An index method for measurement of customer satisfaction.The TQM Magazine,16(1),57-66. Flynn,B.B.,Schroeder,R.,& Sakakibara,S.(1994).A framework for quality management research and an associated measurement instrument.Journal of Operations Management, 11,339-366. Firer,S.(2003).Intellectual capital and traditional measures of corporate performance.Retrieved December 1, 2010,from http://www.vaic-on.net Goh,P.C.(2005).Intellectual capital performance of commercial banks in Malaysia.Journal of Intellectual Capital,6(3),385-396. Ghosh,B.C.,& Mak,T.L.(1994).Total Quality Management in services:The case of Singapore‘s advertising industry.The TQM Magazine,6(4),34-41. Hasin,M.A.A., Seeluangsawat,R.,& Shareef,M.A.(2001). Statistical measures of customer satisfaction for health care quality assurance:A case study.International Journal Health Care Quality Assurance,14(1),6-13. Hackman,J.K.,& Wageman,R.(1995).Total Quality Management: Empirical conceptual and practical issues.Administrative Science Quarterly, June,40,309-342. Ho,K.M.S.(1999).Operations and Quality Management.London: International Thomson Business Press. Hedhtts,R.(2000).Quality lessons from Americans Balding Winner.Horizon,36(3),219-245. Hermann,A.,Huber,F.,Algesheime,R.,& Tomczak,T.(2006).An empirical study of quality function deployment on company performance.International Journal of Quality & Reliability Management,23,345-366. Han,S.B.,Chen,S.K.,& Ebrahimpour,M.(2007).The impact of ISO 9000 on TQM And business performance.The Journal of Business and Economic Studies,13(2),1-23. Hendricks,K.B.,& Singhal,R.V.(1997).Does implementing an effective TQM program actually improve operating performance?Empirical evidence from firms that have won quality awards. Management Science,43(9),1258-1274. Hendricks,K.B.,& Singhal,V.R.(2001).Firm characteristics, total quality management,and financial performance.Journal of Operations Management,19(3),269-286. Jamal,A.,& E,Kh.(2002)."Money and Banking."The first edition.Amman:Dar Al Maisere. Jacobsen,J.(2008).Avoiding the mistakes of the past: Lessons learned on what makes or breaks quality initiatives.The Journal for Quality and Participation, 31(2),4-9. Juran,J.M.(2001).Juran's Quality Handbook,5e.Black lick, OH:McGraw-Hill Professional Book Group. Juran,J.M.,& Gryna,F.M.(1993).Quality Planning and Analysis: From Product Development through Use,McGraw-Hill, New York, NY. Kassem,S.(1998).Service marketing:The Arabian gulf experience.Journal of Marketing,3(1),61-71. Khamalah,J.N.,& Lsingaraj,B.P.(2003).A study of Quality Management in small Organizations: Providing services directed at people,Journal of Business and Economics Research,1(2),61-68. Kozak,M.,Asunakutlu,T.,& Safran,B.(2007).TQM implementation at public hospitals:A study in Turkey.International Journal of Productivity and Quality Management,2(2),193-207. Kumar,R.(2002).The role of TQM in the present business scenario.India Business School,27,29-45. Kano,N.T.H. and Yamage,Y.(1983).The TQM activity of Deming Prize recipients and its economic impact:Union of Japanese Scientists and Engineers Tokyo. Kotlar,P.,& Armstrong,G.(2001).Principles of marketing (9th Ed.).Prentice Hall International.Inc. Al-Swidi,A.K.(2010).Enhancing a bank‘s competitive advantage through integration of TQM practices: Entrepreneurial orientation an organizational culture. European Journal of Social Sciences,20(2),299-231. Keng,B.O.,Abu Bakar,N.,Veeri,A.,Vellapan,L.,& Alex Kim, Y.L.(2005).Does TQM influence employees job satisfaction? An empirical case analysis.International Journal of Quality &Reliability Management,24(1),62-77. Kaynak,H.(2003).The relationship between Total Quality Management practices and theireffects on firm performance. Journal of Operations Management,21,405-435. Kotter,J.P.(1995).Leading change:Why transformation efforts fail.Harvard ManagementReview,73(2),59-67. Kotler,P.,Leong,S.M.,Ang,S.H.,& Tan,C.T.(1996).Marketing management:An Asian Perspective.Prentice Hall,Simon & Schuster (Asia) Pte Ltd,Singapore. Kakkar,S.,& Narag,A.S.(2007).Recommending a TQM model for Indian organizations.The TQM Magazine,Vol.19(4),328-355. Kumar,V.,Choisne,F.,Grosbois,D.,& Kumar,U.(2009).Impact of TQM on company‘s Performance.International Journal of Quality & Reliability Management,26(1),23-37. Kontoghiorghes,C.,& Hansen,C.D.(2004).Indentification of key predictors of rapid change Adaptation.Organization Development Journal,22(1),21-39. Krajeweski,Lee j.,& Ritizman,p.,(1996)."Operation Management:Strategy and Analysis",(4th ed.)Addison-Wesely. Publishing,U.S.A. Ljungstrom,M.,& Klefsjo,B.(2002).Implementation obstacles for a work development-oriented TQM strategy.Total Quality Management,13,621-634. Lee,J.K.,& Larry,P.R.(1999).Operations management‘s strategy & analysis(5th ed.).Addison-Wesely publishing co., New York. Lin,R.J.,Chen,R.H.,& Chiu,K.K.S.(2010).Customer relationship management and innovation capability:An empirical study,industrial management & data systems. 101(1),111-33. Llorens Montes,F.J.,& Verdu Jover,A.J.(2004).Total Quality Management,institutional isomorphism and performance:The case of financial services.The Service Industries Journal, 24(5),103-119. Lakhal,L.,Pasin,F.,& Limam,M.( 2006).Quality management practices and their impact on Performance.International Journal of Quality & Reliability Management,23,625-646. Legoherel,P.(1998).Quality of tourist services:The influence of each participating component on the consumer‘s overall satisfaction regarding tourist services during a holiday.Proceedings of 3rd International Conference on Tourism and Hotel Industry in Indo-China and Southeast Asia: Development,Marketing and Sustainability,Thailand, 47-54. Lagrosen,S.(2001).Strengthening the weakest link of TQM– from customer focus to customer understanding.The TQM Magazine,13(5),348-54. Longo,C.R.J.,& Cox,M.A.A.(2000).Total Quality Management in the UK financial services: Findings from a survey in the northeast of England.Total Quality Management Review, 11(1),17-23. Long,S.,& Spurlock,D.G.(2008).Motivation and stakeholder acceptance in te,chnology driven change management: Implications for the engineering manager.Engineering Management Journal,20(2),30-37. Langley,J. C.,& Holcomb,M.C.(1992).Creating logistics customer value.Journal of Business Logistics,13(2),1-29. Lindquist,K.G.(2004).Bank‘s buffer capital:How important is risk. Journal of International Money and Finance,23(3), 493-513. McCabe,D.,& Hutchinsun,I.(1994).Quality Initiatives in the Financial Services.Manchester,UK: Manchester School of Management,UMIST. Maala,N.(1998).Measuring the quality of services in Iraqi banks,Derasat,25(2). Mavridis,D.G.(2004).The intellectual capital performance of the Japanese banking Sector.Journal of Intellectual Capital,5(1),92-115. Melan,E.H.(1998).Implementing TQM:A contingency approach to intervention and change.International Journal of Quality Science,3(2),126-46. Motwani,J.(2001).Critical factors and performance measures of TQM.The TQM Magazine,13(4),292-300. Marane,B.M.(2010).Evaluate the standerd of innovation behavior in Kurdistan region.European Journal of social sciences,16(4),568-579. Marane,B.M.(2011).How does ITC shape the relationship between organizational culture and innovation capability in manufacturing sectors?.Al-Rafidan Journal,28(6),201-209. Miller,A.,& Dess,G.,(1996). "Strategic Management", (2nd ed.),Mc Graw.Hill Inc.European Journal of social sciences, 16(4),568-579. Nwabueze,U.(1998),Managing innovation in public services. Journal of TQM,9,155-162. Nadiri,H.,& Hussain,K.(2005).Diagnosing the zone of tolerance for hotel services.Managing Service Quality, 15(3),259-77. Norreklit,H.(2000).The balance on the balanced scorecard—A critical analysis of some of its Assumptions.Management Accounting Research,11,65-88. Naumann,E.,& Hoisington,S.H.( 2000).Customer centered Six Sigma.Milwaukee,WI:Quality press. Oakland,J.S.(1986).Systematic quality management in banking.Service Industries Journal,193-205. Oakland,J.S.(1993).Total Quality Management:The route to improving performance (2nd Edn). Oxford : Butterworth-Heinemann. Prajogo,D.I.,& Sohal,A.S.(2006).The integration of TQM and technology,R&D and management in determining quality and innovation performance.Omega:The International Journal of Management Science,34,296-312. Prajogo,D.I.,& Sohal,A.S.(2001).TQM and innovation : A literature review and researchFramework.Technovation,21, 539-558. Powel,T.C.(1995).Total Quality Management as competitive advantage:A review and empirical study.Strategic Management Journal,16,15-37. Prajogo,I.D.,& Sohal,S.A.(2003).The relationship between TQM practices,quality performance,and innovation performance:An empirical examination.International Journal of Quality & Reliability Management,20(8),901-918. Peschel,D.(2008).Total Quality Management and the Malcolm Baldrige National Quality Award:Benefits and directions for banking institutions.Business Renaissance,3(4),49-66. Quirke,B.(1995).Communicating change.London:McGraw-Hill. Implementation constructs,Decision Sciences,27(1),23-56. Reed,R.,Lemak,D.J.,& Mero,N.P.(2000).Total Quality Management and sustainablecompetitive advantage.Journal of Quality Management,5,5-26. Rana,I.A.(2004).TQM paradigm in banking industry.Retrieved Dec 27,2010,from,http://www.dawn.com/2004/06/14/ebr8. htmReed, R.,Lemak,D.J.,& Montggomery,J.C.(1996).Beyond process:TQM content and firm performance.Academy of Management Review,21,173-202. Ross J.(2000)"Total Quality Management"(3th ed.)laice press Floride. Saravanan,R.,& Rao,K.S.P.(2006).An analysis of total quality service dimensions inservice sector–A case study. Journal of Management and Systems,22(8),261-267. Shabbir,S.,Kaufmann ,H.R.,& Shehzad,M.(2010).Service quality,word of mouth and trust:Drivers to achieve patient satisfaction.Scientific Research and Essays,5(17),2457-2462. Sebastianelli,R.,& Tamimi,N.(2003).Understanding the obstacles to TQM success.Quality Management Journal,10(3), 45-56. Soltani,E.,Lai,P.,& Gharneh,N.S.(2005).Breaking through barriers to TQM effectiveness:Lack of commitment of upper-level management.Total Quality Management,16, 1009-1021. Sun,H.(2001).Comparing quality management practices in the manufacturing and service industries : Learning Opportunities.Quality management Journal,8(2),53-71. Soteriou,A.C.,& Zenious,S.A.(2000).On the impact of performance: First empirical evidence from the financial industry, Available:http://www.ise.nus.edu.sg/proceedings/apors2000/full papers/21-05-fp.htm. Silos,K.(1999).Employee Involvement-A Component of Total Quality Management.Production and Inventory Management Journal,40,56-65. Samson,D.,& Terziovski,M.(1999).The relationship between Total Quality Managementpractices and operational performance.Journal of Operations Management,17(3),393-409. Sila,I.,& Ebrahimpour,M.(2002).An investigation of the Total Quality Management surveybased research published between 1989 and 2000:A literature review.International journal of Quality and Reliability Management,19(7),902-970. Sit,W.Y.,Ooi,K.B.,Lin,B.,& Chong,A.Y.L.(2009).TQM and customer satisfaction in Malaysia‗s service sector. Industrial Management & Data Systems,109(7),957-975. Slack,Nigel,Stuart,C.,Christine,H.,Alam,H.,& Robart,J (1998).Operations Management,(2nd ed.).London Pitman publishing. Sureshchandar,G.S.,Chandrasekharan,R.,Anantharaman,R.N., & Kamalanabhan,T.J.2002).Management's perception of total quality service in the banking sector of developing economy –A critical analysis.International Journal of Bank Marketing,20(4),181-96. Stahl,J.M.(1995)Management:Total Quality in a Global Environment.Oxford:Blackwell Publishers Ltd. Su,C.T.,Chen,M.C.,& Cheng,G.C.(2001).TQM in Taiwan‘s computer and its peripheral Industry.Industrial Management and Data Systems,101(7),357-362. Sadikoglu,E.(2008).Total Quality Management practices and performance.The Business Review,10(2),60-68. Samson,D.,& Terziovski,M.(1999).The relationship between Total Quality Management research and operational performance.Journal of Operations Management,17(4),393-409. Saravanan,R.,& Rao,K.S.P.(2007).The impact of total quality service age on quality and operational:An empirical study. The TQM Magazine,19(3),197-205. Stahl,M.J.(1999).Perspectives in Total Quality.Blackwell, Milwaukee,WI. Stevens,P.,Knutson,B.,& Patton,M.(1995).DINESERV:A tool for measuring service quality in restaurants.The Cornell Hotel and Restaurant Administration Quarterly,5,56-60. Saravanan,R.,& Rao,K.S.P.(2006).An analysis of total quality service dimensions in service sector–A case study. International Journal of Management and Systems,22(8), 261-267. Shenawy,E.E.,Baker,T.,& Lemak,D.J.(2007).A meta-analysis of the effect of TQM on competitive advantage. International Journal of Quality & Reliability Management,24(5),442-71. Sohal,A.S.,& Terziovski,M.(2000).TQM in Australian manufacturing:Factors critical to success. International Journal of Quality & Reliability Management,17(2),158-67. Saraph,J.V.,Benson,P.G.,& Schroeder,R.G.(1989). An instrument for measuring the critical factors of quality management.Decision Sciences,20(4),810-829. Sadikoglu,E.(2008).Total Quality Management practices and performance.The Business Review,10(2),60-68. Sakthivel,P.B.,Rajendran,G.,& Raju,R.(2005).TQM implementation:TQ implementation and students‘ satisfaction of academic performance.The TQM Magazine,17(6),573-89. Schnoll,L.(2008).Ensuring supplier quality.Quality Progress,41(8),64-67. Kaziol,K.(2009).What make a bank risky? Insight from the optimal capital structure of banks.Journal of Banking and Finance,33(5),861-873. Taschler,T.(2000).The path to business excellence and a world-class organization.Scribe Online. Available: http://scsc.edm5.com/1100/thepath.htm. Thiagarajan,T.,& Zairi,M.(1997).A review of total quality management in practice:Understanding the fundamentals through examples of best practice application-Part III.The TQM Magazine,9(6),414-417. Townsend,P.L.,& Gebhardt,J.E.(2000).Quality is everybody’s Business.Florida:CRC Press LLC. Tanninena,K.,Puumalainen,K.,& Sandstrom,J.(2010).The power of TQM:Analysis of its effects on profitability,productivity and customer satisfaction.Total Quality Management,21(2), 171-184. Terziovski,M.(2006).Quality management practices and their relationship with customer satisfaction and productivity improvement.Management Research News,29(7),414-24. Ugboro,I.O.,& Obeng,K.(2000).Topmanagementleadership, employeee mpowerment,job satisfaction, and customer satisfaction in TQM organizations:An empirical study. Journal of Quality Management,5,247-272. Vanniarajan,T.(2007).Internal Service Quality and Performance Outcomes in Commercial Banks.Global Management Review,1(2),22-31. Vora,M.K.(2002).Business excellence through quality management.Total Quality Management & Business Excellence, 13,1151-1159. Vouzas,F.(2007).Investigating the human resources context and content on TQM,businessexcellence and ISO 90001:2000. Measuring Business Excellence,11(3),21-29. Wilkinson,A.,Redman,T.,Snape,E.,& Marchington,M.(1998). Managing with Total Quality Management:Theory and Practice. London:Macmillan Business. Waddock,S.,& Graves,S.L(1997).The corporate social performance financial performance link.Strategic Management Journal,18(4),303-319. Yasin,M.M.,Kunt,J.A.M.,& Zimmerer,T.W.(2004).TQM practices in service organizations:An exploratory study into the implementation,outcomes and effectiveness.Managing Service Quality,14(5),377-389. Yang,C.C.(2006).The impact of human resource management practices in the implementation of TQM: An empirical study on high-tech firms.The TQM Magazine,18(2),162-173. Yeung,A.C.,Cheng,T.C.,& Lai,K.(2006).An operational and institutional perspective on Total Quality Management. Production and Operations Management,15(1),156-170. Zineldin,M.(2006).The quality of health care and patient satisfaction.International Journal Health Care Quality Assurance,19(1),60-92. Zhang,Z.,Waszink,A.,& Wijngaard,J.(2000).An instrument for measuring TQM implementation for Chinese manufacturing companies.International Journal of Quality & Reliability Management,17(7),730-755. Zeitz,G.,Johannesson,R.,& Ritchie,J.E.(1997).An employee survey measuring total quality management practice and culture:Development and validation.Group & Organization Management,22(4),414-444. Zhang,Z.H.(2000).Implementation of Total Quality Management:An empirical study Chinese manufacturing firms. Unpublished Doctoral thesis,University of Groningen, Groningen,The Netherlands.

Impact of Total Quality Management Requirements on Banking Financial Performance in Iraq

Similar Items