"The role of intellectual capital in the application of comprehensive quality management " A field study on Yemeni commercial banks operating in the capital, Sana'a

Abstract

The study aimed to measure the role of intellectual capital with its dimensions (human capital, structural capital, and customer capital) in implementing Total Quality Management (TQM) with its dimensions (customer focus, continuous improvement, top management commitment, and employee participation) in commercial banks in the capital city of Sana'a. The study population consisted of employees from the general administration and branches of commercial banks operating in Sana'a, totaling 1,505 individuals. A stratified random sample of 439 respondents from different job levels was selected. The study found that intellectual capital was at a high level across all its dimensions. The results also showed that the dimensions of TQM (customer focus, continuous improvement, top management commitment, and employee participation) were also at high levels, indicating that the banks adopt TQM practices. Additionally, the study revealed a strong, statistically significant relationship and impact of all intellectual capital dimensions on Total Quality Management.