Investigating the Influence of TQM Elements on the Overall Performance of Jordanian Municipalities Case Study: Greater Irbid Municipality GIM

摘要

The implementation of TQM in Jordanian municipalities is the core of this research. Greater Irbid Municipality (GIM) is considered as a case study. Some alternative data collection methods have been considered, thereafter Five-Points-Likert scale questionnaire is chosen. The questionnaire involves a list of 73 carefully structured scales; the questionnaire is distributed by hand to 16 directorates in GIM including 300 employees. 219 questionnaires are returned, structured interviews are also conducted. The population of the research consists of all departments of GIM depending on the hierarchical structural of GIM. Feedback is analyzed and evaluated by SPSS (Statistical Package for the Social Sciences) software for windows. Validity i has been carried out. The influence of employee participation, education and training, organizational communication, customer focus, organizational commitment to quality, and scientific approach to decision making and their impact on the overall service performance offered by GIM is evaluated. GIM overall performance is evaluated by three measures. Eight hypotheses between TQM elements and performance measures are proposed consequently correlations is investigated, tolerance and the Variance Inflation Factor (VIF) multicollinearity tests are performed, and hypothesized causal relationships between model components is derived. The paper revealed that the major obstacles that affecting the service performance of GIM. The TQM model developed in this research is applicable in practice. Future research concentrates on studying the TQM implementation in the all municipalities in Jordan is hoped.