vol 21 no2,2021

Abstract:

The study aimed to analyze the impact of implementing total quality management practices on achieving competitive advantage at Jordanian telecommunications companies. The study population consisted of all managers working in senior and middle level managements totaled of (350) managers at (3) Jordanian telecommunications companies, the study used a comprehensive survey method of all study population elements, and used the descriptive analytical method, and a questionnaire consisted of (36) items used as a tool to collect data from the study population elements. The study concluded that the level of implementing total quality management practices with its dimensions (senior management commitment, employees participation, continuous improvement, and customer focus), and the availability level of competitive advantage with its dimensions (service cost, service quality, flexibility, delivery, and innovation), at Jordanian telecommunications companies have reached a high degree on the five-level Likert scale, the study also  concluded an important statistic significant impact of implementing total quality management practices on achieving competitive advantage at Jordanian telecommunications companies. The study recommended the necessity of promoting the level of implementing total quality management practices at the researched companies; Because of its impact on achieving competitive advantage.

Keywords:  Total Quality Management Practices, Competitive Advantage, Jordanian Telecommunications Companies.

Download