Abstract

The aim of this study is to examine the effect of Total Quality Management (TQM) practices (customer satisfaction, education and training, continuous improvement, teamwork, and top management commitment) on organizational performance (financial and non-financial) in the Jordanian banking sector.

Research papers which are related to services are limited in Jordan. Since Jordanian economy is heavily dependent on the services sector, such research may enhance the quality of this sector.

The methodology is based on a questionnaire distributed to 11 commercial banks, and the statistical package for social sciences (SPSS) was used to analyse and examine the hypotheses. This research has indicated that TQM practices have a positive effect on organizational performance both financially and non-financially.

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