دور تطبيق الجودة الشاملة علي الأداء المصرفي : دراسة تطبيقية على بنك فيصل الإسلامي السوداني

Abstract

This study aimed at identifying TQM implementation at Islamic Banks in Sudan strip and the levels of this implementation, in addition to identifying the effect of TQM on the institutional performance of these banks and the importance of service quality for clients as a basis for achieving uniqueness gainst competitors. To achieve the study’s objectives, a questionnaire was designed to study the variables and to test the hypotheses. The study’s population included department heads and their deputies in addition to managers and theirdeputies. The whole population was selected as a sample for the study. 43 questionnaires were distributed, 49 were restored at 93.9% percentage. The study concluded that Islamic Banks in Gaza Strip adopt the concept of TQM with all its components, but the levels of implementing thosecomponents are different. The highest level of implementation was connected to focusing on the client followed by meeting employees’ needs and then focusing on improving operations, while the lowest level was connected to focusing on the administrative needs and competitive technology. The study also concluded that TQM dimensions are not different in its effect on improving institutional performance . The study recommended reinforcing the level of Islamic Banks employees’ awareness of implementing TQM through conducting training courses. The top management should also encourage employees a t Islamic Banks in Sudan through giving them incentives and awards fo r services that are provided more quickly and effectively. They should also take care of enhancing the level of implementing TQM at Islamic Banks because of its positive and important effect on institutional performance which can be represented in profitability, productivity , competence and the client’s satisfaction