The Role of Inclusive Quality Management in Improving Competitive Capabilities: A Field Study on Money Exchange Companies in the Republic of Yemen

Abstract

The primary objective of this research is to elucidate the impact of inclusive quality management and its key dimensions (customer focus, continuous improvement, training, and top-level management support) on enhancing competitiveness within money exchange companies in the Republic of Yemen. The study employs a descriptive analytical methodology, with a sample size of (167) individuals drawn from a population of (363) individuals. A questionnaire serves as the primary data collection tool. The findings indicated a high level of quality management and competitiveness within Yemeni exchange companies. Furthermore, a positive and statistically significant correlation was observed between the implementation of total quality management practices and the competitiveness of leaders and employees within the studied exchange companies.

The study put forth a series of recommendations, emphasizing the necessity for exchange companies to prioritize employee education programs aimed at fostering a culture of inclusive quality, alongside organizing workshops and seminars to facilitate the practical application of inclusive quality management principles. Additionally, it was suggested that exchange companies management establish a dedicated development unit to enhance programs and services in alignment with quality standards. Moreover, attention should be directed towards assessing customer satisfaction, given its pivotal role in service improvement and development efforts.