The Impact of applying Total Quality Management on Institutional Performance of Yemeni commercial Banks Operating within the Capital Sana'a

Abstract

The study aimed to measure the impact of the total quality management through its dimensions including (client focus, continuous improvement, employee participation, senior management support and operations focus) that affects the institutional performance on Yemeni commercial Banks operating within the Capital Sana'a through its dimensions (efficiency and effectiveness).

The study employed both analytical and descriptive curriculum, and using a questionnaire to collect the primary data. The study community consisted of 1,452 individuals, distributed on seven commercial banks, the sample size (304) individuals, (220) questionnaires were returned, the Social Sciences Statistical Package Program (SPSS V.26) processed data.

According to the study, there is a statistically significant effect (α ≤ 0.05) of total quality management on institutional performance of Yemeni commercial banks. The overall quality management dimensions, which include (senior management support, client focus, continuous improvement, and process focus), have a statistically significant effect on institutional performance. In the context of this study, there was no statistically significant effect of (employee participation) on institutional performance.

The study presented a set of recommendations, which highlighted the central role of TQM in enhancing institutional performance. Implementing effective practices for managing TQM accurately leads to superior institutional results. Senior managerial leaders in commercial banks must participate in supporting quality initiatives while demonstrating their commitment and clear support towards those principles. They should also increase employee participation in decision-making and cultivate a sense of engagement among employee.