Description
This study aims to identify the role of the modern concept of total quality management (TQM) and how it
is applied by the middle management that links between senior management and clients in the most
important service sector: banks. It also aims to identify the middle management’s awareness and
understanding of the concept and importance of applying total quality management in commercial banks
operating in Jordan
ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92
Contents lists available at ScienceDirect
ScienceDirect
j our nal homepage: www. el sevi er. com/ l ocat e/ aebj
2214-4625/$ – see front matter ©2014 Holy Spirit University of Kaslik. Hosting by Elsevier B.V. All rights reserved.http://dx.doi.org/10.1016/j.aebj.2014.05.001
* Corresponding author. Tel.: 00962795613256
E-mail address: [email protected]
Peer review under responsibility of Holy Spirit University of Kaslik.
Conference Title
?????? ?? ??????? ?????? ????? ????? ?????? ?????? ??????? ???????? ????? ??? ?????
????? ?? ??????? ????????
Assessment of the Middle Administrative Leadership’s Awareness of the
Implementation of the Concept of Total Quality Management (TQM) in
Commercial Banks operating in Jordan
???????? ???? ???? .? *
????? ??????? ???????? ??????? ? ???????? ?????? ???? ???? ?????? ?????
Dr. Firas Mohammed Al Rawashdeh*
Associate Professor? Dean of the Faculty of Management and Finance? The University of Jordan? Aqaba? Jordan
82 ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92
A R T I C L E I N F O
Article history:
Received 09 March 2011
Received in revised form 26 June 2012
Accepted 11 July 2012
Keywords:
Concept of TQM
Importance of TQM
Application of TQM
Middle Management
Commercial Banks
??????? ????????? :
??????? ?????? ?????
??????? ?????? ?????
??????? ?????? ?????
?????? ??????
? ???????? ?????
A B S T R A C T
This study aims to identify the role of the modern concept of total quality management (TQM) and how it
is applied by the middle management that links between senior management and clients in the most
important service sector: banks. It also aims to identify the middle management’s awareness and
understanding of the concept and importance of applying total quality management in commercial banks
operating in Jordan . In general, the study found that there is a high awareness and understanding of the
concept of total quality management. Middle management is also fully aware of the meaning and
importance of total quality, but the role of middle management in the application of total quality
management in commercial banks was very low. There are obstacles hindering the application of Total
Quality Management. Therefore, the study recommended that middle management should be given the
opportunity to apply Total Quality Management, because the role of this management is executive and has
an important role in this area. There should be therefore a training plan with a timetable for all levels of
management in the bank, and the banks should provide effective communication channels to identify
customers’ needs, and create distinguished human relations among the staff. The workers should also be
involved in the formulation of the vision and message of the bank. The researcher also recommended that
there should be specialized administrative units interested in total quality management.
© 2014 Holy Spirit University of Kaslik. Hosting by Elsevier B.V. All rights reserved.
????
??? ???? ??????? ??? ???? ??? ??? ???? ???? ?????? ?????? ??? ?? ?????? ?????? ??????? ?????? ????? ?????? ?????? ????? ?????
????? ????? ?????? ?????? ?????? ??????? ??????? ????? ???? ??????? ????? ???? ???? ??? ?? ???? ??????????? ?????? ?????? ??????
??????? ????? ??? .????? ?? ??????? ???????? ?????? ?? ??????? ??? ???? ??? ?? ?????? ????? ?????? ????? ?????? ??? ???? ????
???????? ? ???? ??????? ?????? ?????? ????
?
????? ???? ? ???????? ?????? ?? ??????? ?????? ????? ????? ?? ?????? ?????? ??? ???
.
?
???
?
?????? ????? ??????? ?????? ????? ????? ???? ?????? . ??????? ????? ? ???? ?????? ?????? ?????? ????? ??? ?? ? ????? ?
??????? ?????? ? ? ??? ??? ???? ?????? ?????? ??? ???? ? .?????? ??? ?? ??? ???? ???? ???? ???? ??? ??????? ??? ????????? ?
???? ????? ?? ??? ? ??????? ????? ???? ?????? ?????? ???? ??? ?????? ???????? ??? ?????? ????? ????? ????? ?????? ???? ???
????? ?? ?????? ???????? ?????? ????? ?? ????????? ???????? ?????? ???? ???? ??? ???????? ??? ?????? ?? ?????? ?????
?????? ???? ?????? ??????? ?????? .
ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92 83
1 . ???????
?????????? ??????? ??????? ????????? ?????? ?????? ?????? ???? ??????? ?????? ????? ?????
??? .??????? ??????? ???????? ????? ???? ???????? ?????? ??? ??? ?????????? ?????????
?????? ?? ?????? ?????? ???? ???????? ????? ????? ???????? ??????? ?????? ????????
?????? ?? ???? ???? ??????? ??? ???? ???????? ?????? ?????? ????? ?????? ???? ??? ????????
?????? ????? ??? ??????? ???????? ?? ??????? ?????? ????? ????? .????? ???? ???????
????? ?????? ????? ?????? ???????? ??????? ?? ??????
?
???? ???? ???? ???? ?????? ???
???? ??????? ????? ??? ???? ????????? ?????? ????? ?? ??????? ??????? ?? ??????? ???????
???????? ???????? ?????? ???????? ??? ??? ??? ???? ?????? ????? ???? ????? ?? ????????
?? ??? ???????? ?? ??????? ??? ????? ??? ??? ?????? ??????? ??? ???? ???? .????? ???
??????? ????? ??? ????? ?????? ??? ???????? ?????? ????? ?????? ??????? ?????? ??????
??????? ???????? ??????? ????? ????? ??? ?? ??????? ??????? ??????? ??????? ?????? ??????
??????? ?? .??????
????????? ?????? ????? ???? ??? ??????? ???????? ?????? ??? ??????? ??? ?????? ?????
?? ?????? ??????? ??? ??????? ???????? ??????? ???? ???? ???? ???????? ?????? ?????? ????
??? ??????? .?
?????? ?????? ?????? ?????? ?????? ????? ??? ???? ?????? ??????? ?????? ????? ?????? ?
??????????? ???????? ???? ?????? ?????? ?????? ?????? ?? ?????? ?????? ?????? ????
?????? ????? ??? ???? ???? ????????? ????? ????? ???? ???? ?????? ???????? ???????
?? ????? ????? ???? ?????? ??????? ??? ???????? ??? ???? ?????? ?????? ?????? ????
???????? ??????? ??????? ?? ??????? ???????? ?????? ?? ??????? ?????? ????? ?????? ???????
???????? 21
?
???? ? ??????? ????? ) 2011 ( ] 1 [ .
2 . : ??????? ?????
??? ?????? ??????? ?? ??? ????
?
????
?
???? ????? ???????? ?????? ???? ?? ??????? ?????? ??
???? ???? ???????? ???????? ???????? ?? ??????? ?? ???? ??? ??? ???? ??? ????
?????? ?????? ????? ??? ?????? ??????? ??? ???? ??? ???? ???? ??????? ???????
??????? ?????? ????? ?????? ??????? ????? ????? ????? ? ????? ?? ??????? ???????? ?????? ??
:??????? ???????? ?? ?????? ??? ??
? ???????? ?????? ?? ??????? ?????? ????? ?????? ?????? ??????? ???????? ????? ????? ?? ??
???? ????? ????? ?????? ??????? ???????? ????? ????? ?? ?? ? ???????? ?????? ?? ??????? ??
?????? ?? ??????? ?????? ????? ????? ???? ???? ???????? ?????? ??????? ???????? ???? ??
? ????????
?????? ????? ?????? ?????? ???????? ???????? ??????? ?????? ??????? ???????? ??? ??
????????? ?????? ?? ???????
?? ?? ?????? ?????? ??????? ???????? ????? ??? ?? ???? ???????????? ??????? ?? ????
????????? ?????? ?? ??????? ?????? ????? ??????? ????? ? ??????
3 . : ??????? ?????
?? ?????? ?? ????? ??? ???????? ???? ?? ???????
?
???? ??????? ?????? ????? ????? ?????
????? ?? ?? ? ???? ??????? ???????? ?? ??????? ?????? ????? ????? ?????? ??????? ???? ?
????? ???????? ?????? ?????? ???? ???????? ????? ?? ?????? ??? ?? ??????? ?? ?????
???? ??? ?? ?????? ?? ??? ?????? 1950 - 1980 ???? ??????? ??????? ??????? ???? ???? ??
?? ???? ?? ??????? ??????? ?? ???????? ????? ??????? ??? ?? ???? ??? ?????????? ???
?????? ??? ???? .???????? ??????? ?????? ?????? ??????? ????????? ???? ??? ????? ???
?????? ????? ???? ??? ) ??????? ?????? ????? ????? TQM ( ??????? ?????? ?? ????? ????
??? ??? ? ????????? ?????? ??????? ???? . ?????? ????? ??????? ???? ??????? ????? ??????
????? ?????? ??
?
?????? ??????? ???????? ?????? ????? ???? ???? ? ?????? ???? ?? ?????
?????? ????? ?????? ??? ???????? ??????? ?? ??????? . ???? ?????? ?? ?????? ?????? ?? ???
???????? ??????? ???? ????? ??? ?????? ?????? ?? ?????? ????? ?????? ??? ??? ?????? .
?? ???? ? ) ????? ??????? ???? ??? ??? ???? ?? ISO ( . ?? ?????? ?? ????? ?????? ??????
???? ????????? ?? ????????? ???????? (Crosby) ??? ???? ???? ????? ?? 1979 ?? ??????
) ?????? Quality Free ( ? ??????? ????? ?? ????? ??????? ?????? ?????? ?? ???? Crosby ?
1979 [2] . ??? ????? ] 3 ) [ Deming ? (1986 ??? ?????? ?? ??? ?? ????? ????
??????????? ??????? ?????? . ??? Joseph M. Juran ????? ???????? ????? ?? ???? ? ????? ????? ?
?????? ? ??????? ????? ????? ??? ?? ?????? ?????? ?????? ?? ?????? ???? ? ????? ??
??? ???????? . ?????? ??????? ????? ??? ????? ????? ???? ??? ??? ????? ?? ?? ??
?? ????? ??? Deming ?????? ??? ??? ??? ?? ??????? ???? ??? ?????? ???? ??
??? .???????? Armand Feigenbaum ? ?????? ??? ??? 40 ???????? ???????? ?????? ?????
Hiezer and Render ? (2006) [4] . ?? ?? ?????? ??? ???? ?????? ?? ???? ???? ???
?? ????????? ???????? ?? ???? ??? ? ?? ???????? ???? ????? ??? ???? ?? ? ??? ??? ????
) Team Work ( . ???? [5] Bank ? (2000) ???????? ????? ?????? ???? ??? ??????
??? ???????? ?????? ??????? ?????? ????? ????? ???? ?????? ????? .?????? ???? ???? ??????
????? ????? ????? ???? ?? ??? ??? ?????? ???? ??????? ?? ???????? ??????? ?????? ????? ?? ??
?????? ?? ????? ??????? ??? ???? ??? ? ?????? ????? ?????? ?????? ?????? ????? ?????
???????? ?????? ?? ??????? .
???????? ?????? ?? ??????? ?????? ????? ????? ????? ??? ?????? ?? ??????? ????? ??? ????
??? ?????? ?????? ????? ??? ?????? ?????? ?? ???? ?? ??? ???? ????? ????????? ??? ??? ?
????? ?? ?????? ?? ????? ??? ??????? ??????? ???? ???
?
???? ???? ?????? ?????? ??????
?? ??????? ?? ???? ????? ?? ????????? ????? ????????? ????? ??????? ?? . ??????
?
????? ?????
??????? ?????? ??? ?? ???? ? (???????? ??????? ) ??????? ?? ??????? ???????? ?????? ??? ???? ?
???????? ???? ?? (??????? ??????) ??????? ???????? ???????? ???????? ??? ??? ???????
??? ???????? ??????? ?????? ?? ?????? ??????
?
?????
?
???? ???? ????? ???? ????? ??? ????
??? ??? ?????? ?????? ??????? ????? ?? ?????? ??? ?????? ? ?? ?? ??? ?????? ???? ?? ???
?????? .???????? ????? ???? ???? ??????? ?????? ?????? ????? ?? ?????
??? ???????? ????? ?? ??????? ??? ????? ????? ???????? ?? ??? ????? ?????? ?????? ?
??? ??????? ???? ??? ????? ?? ??????? ??? ????? ?? ????? ?? ???? ? ? ????? ????? ??
.??????
4 . : ??????? ?????
??????? ??? ???? ? ??????? ?????? ??????? ?????? ????? ?????? ?????? ????? ?????? ??? ???
???? ?????? ??? ?? ???? ???? ??? ?? ???? ??????????? ?????? ?????? ??? ???? ???? ??
??? ????? ??? . ) ??????? ??????? TQM ??????? ??????? ???? ?????? ??? ??????? ??? ???? (
?????? ??? ?????? ???? ?????? ????? ?? ?????? ??? . ??????? ??????? TQM ?????? ??????
?????? commitment Management ???????? ???????? ???? ????? ???????? ???? ??
?????? ???? ?? ????? :??????? ?????? ?? ??????? ??? ????? ????? ???? -
??? ????? ?????? ?????? ??????? ??????? ????? ??? ??? ?????? ?????? ?? ??????? ???
???????? ? ? ? ??????? ??????? ????? ??? ????? ?? ????? ????? ????? ?????? ?? ??????? ????
???????? ?? ? ??? ????? ????? ??????? ??? ????? ???????? ?????? ?? ??????? ??? ?
? ???? ?????? ????? ??????? ???? ?????? ?? ???? ? ??????? ?????? ?????? ??????? ???
???????????? ???????? ??????? ?????? ????? ????? ? ? ?? ?? ????? ?? ???? ????? ??? ????
????? ????? ????? ???? ???? ??????? ???????? ?????? ?? ??????? ? ? ? ???????? ?????? ?????
??????? ?????? ?? ???????? ????? ???? ?????? ?????? .
5 . : ??????? ??????
???? ????? ??? ??? ???????? ?????? ?????? ?????? ?? ?????? :??????? ????
?????? ????? ?????? ???????? ?????? ?? ?????? ?????? ??? ????? ???? ? : ???????? ???????
.???????
?????? ????? ?????? ????? ???????? ?????? ?? ?????? ?????? ??? ???? ? : ?????????? ???????
??????? .
??? ??? ???? ? : ?????????? ??????? ?????? ?? ??????? ?????? ????? ????? ?? ?????? ???
. ????????
??????? ?????? ????? ?????? ??? ???? ?????? ?????? ?? ?????? ???? :????????? ???????
) ???? ????? ??? ??????? ???? ??? ???? ???? ? : ??????? ??????? ???????? ?????? ?? ?
= 0.05 ???? ????? ?? ( ???????? ?????? ?? ??????? ?????? ????? ?????? ?????? ?????? ?
??????? ??????? ????? ??? ??????? ?????? ?????? ???????) ???????????? ??????? ????
.(?????? ?????? ????????
6 . :??????? ?????? -
1.6 ??????? ???? : ????? ??? ??????? ???? ??? ??????? ?? ???? ??????? ????? ??????
:????
??? :???? ????? ? ???????????? ??? ???????????? ????????? ??? ???? ?????? ???????
????? ??? ???????? ??????? .?????? ?????????????
??? ?????? ????? ??? ????? ?? ????? ?????? ??????? ) ?? ???????? 31 ??? ????? ???? (
????? ????? ?????? ?? :
?????? ???? : ?????? ??????? ?????? ????? ?????? ?????? ?????? ????? ??? ) ?? 5 . ????? (
?????? ?????? : ??????? ?????? ????? ????? ????? ?????? ?????? ????? ??? ?????? ) ?? 8 (
. ?????
?????? ?? ???? : ???????? ?????? ?? ??????? ?????? ????? ????? ?? ?????? ?????? ??? ??????
84 ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92
1.33 =3\1-5 = ?????? ?????? – ?????? ??????
????????? ???
) ?? 8 . ????? (
?????? ?????? : ?????? ??????? ?????? ????? ????? ???? ???? ??????? ) ?? 10 .????? (
) ????? ????? ??? ?????? ?? ??????? ?? ??? Likert Scale ? ????? :??????? ( ????
) ??? ?????? 1 ) ?????? ????? ????? ( 2 ) ?????? ????? ????? ( 3 ) ?????? ????? ????? ( 4 (
) ??? ?????? ????? ????? 5 ???? ?????? ?????? ??????? ??? ??????? ?? ??????? ??? ??????? (
:??????? ???????? ??? ???????? ???????? ?????
:????? ???
????? :???? ?????
??? ??? ?????
???? ?????? ?????
?? ??????? 1 ???
2.33 ?? ?????? ?????? 2.34 ??? 3.67 ???? ?????? ????? ??? ??? ?????? ????? ?????
?? ???? ??????? 3.68
2.6 :??????? ????? ?????
????? ?? ??????? ?????? ??????? ????? ???? 27 ??? ????? ???
?
???? - 1 - ??????
?????? :?????? ????? ??? ??????? ???????? ???? 13 ???? ? ???? ???? 48.14 ?????? ??? ?? %
??????? ??? . ???????? ?????? ??? ?? ????? ? ???? ?? ???? ?????? ????? ????? 29.62 ?? %
?????? ??????? ????? ??? . ??????? ?????? ? ? ?? ???? ???? ????? ???? ??? 11.11 ????? ?? %
?????? ??????? . ?? ????? ????? ???????? ?????? ?????? ??? ????? ?? ???? ???
14.81 ???? % ??????? ?????? ??? ?? ????? 3.7 ???? ???? ????? % ?? ???? ?? ????? ??????
11.11 ?? ??????? ????? ?? % ?????? ????? ????? ??? ??? ???? ? ????? ??????? ????? ? ?
.??????? ?????? ?????? ?????? ????????
??? ? ??? ?? ?? ??????? ????? ? ???? ????? ??? ?? ??? ???????? ??? ???
????? ???? ????? ????? ?? ??????? ???????? ?????? ????? ??????? 21 ????
?
???? 13
?
??????
?
????
? ????? 8 ???? .?????? ???? ? ?????? ???? ?? ??????? ????? ???? .????? ?? ??????? ???????
? ?? ???? ??????? ???? ??? ?????? ???? ?????? ????? ???? ?? ??????? ????????? ?? ???
?????? ?????? . ???? ??? ???? ???????? ????? ??? ????? ???? ? ????? ????? ??? ???
?? ?? ??????? ??? ????????? ?????? ??? ????? ??
?
???? ?????? ??
?
????? ??????? ?? ???
????? ?? ???????? ????????? ?????? ???????? ??????? ????? ??? ??????? 70 ???? ?????? ???????
??? 55 ????? ?? ??????? 78.57 ??? ??? ???? ??????? ??? % 49 ????? ?? ??? ???????
65.33 ??? ?????? ?? % ???? ???? ?????? ? .??????? ??????? ????? ?????? ???? ???
???? ???? (???????? ???????) ?????? ?????? ??? ???????? ????? ?? ???????? ???? ???
???? ????????????? ???????? ?????? ??????? ???????? ??? ??????? ??? ???????? ??????
???? ????? ??????? ?????? ?????? ?? ??????? ???????? ??????? ?????? ?? ????? ???????
??? ???????? ???? ?? ???????? ???????
?
????? ????? ?????? ???????
?
???? ?????? ??????
???????? ??????? ?????? ????? ???? ?????? ????? ??? ?? ??????? ????? ???? ??????
???????? ?????? ???? ???? ??????????? ??????? ?? ???????? ?????? ?????? ????????? ???????
??????? ????? ??? ???????? ??????? ????? ??? ?? ????????? ?????? ????? ????? ?? ??????
???????? ????? ??? ?? ??????? ?????? ??????? ??? ?? ????????? ?? ?????????? ?????? ???? .
??????? /???????? ?? ????? ??? ?????? ?????? ??? ??????? ??? ???????? ??????? ????????
??? ????? ???????? ?????? ??????? (??????) ???????? ?? ???????? ?????? ??????? ???? ??????
?????? ??????? ????????? ??????? ?????? ??????? ?????? ???? ?????? ???? ????? ???????
?????? ????? ???? ???? ????? ?????? ????? ???? ??? ????? ?? ???? ?? ???? ?? ????????
???? encyclopedia of business (2010) [6] ???????? ????? ?????? ??????? ????? ????
??????? ????? ??????? ??????????? .??????? ??????? ??????? ????????? ?
???????? ???? ???? ???????? ??? ?? ??????? ?????? ??????? ??????? ??? ???? ?????
?????? ?????? ????? ??????????? ???? ??? ????????? ?????????? ???????????? ?????????
???? ???? ??????? ??????? ???? ??????? ????? ???????? ????? ?? ???? ??? ?? ] 7 [ Staehle
at el ? (1992) ???????? ?? ????? ???? ??? ??? ?????? ?????? ??? ??? ?????? ?????
??????? ??? ????????? ??????? ??? ?? ????????? ???????? ?? ????? ????? ??? ???? ????
???? ??????? ??? ?????? ?????? ????? ] 8 [ Rolf ? (2000)
3.6 :???????? ??? ??????
?? ??????? ?? ???????? ??????? ??? ??????? ???? ????????? ????????? ??? ?? ??????? ??
? ??????? ???????? ?????? ????? ???????? ??????? ??????? ?????????? ????????? ????? ??
.??????? ??? ?????? ????? ??????? ?????? ????? ????? ???????? ?????? ???????
? - ????? ?? ????????? ???????? ??????? 7 . :????????
???? ???????? ??????? ?????? ????????? ???????? ??? ?? ???? ???? ???????? ?????? ??
?????? ???????? SPSS ? ??? ?????? ? ???? ????????? ??? ?? ???????? ??????? ????
???????? ???? ???????? ???? ?????? ????? ???? ??????? ???????? ??????? ???????
?????????? ?????????? ?????? ??????? ????????? ?????????? ???????? ?????? ??????
?? ?????? (????) ??????? ???????? ?????? ??????? ?????????? ????? ??? ? ??????? ???
?? ??? ??????? ??????? ??? ?????? ?????? ???????? ??? ?? ????? ??????? ?????? ? ??????
.??????? ???????? ????? ?????? ?????? ???????? ???????? ??????? ? ???????
8 . ??????? ?????? ????? : -
?????? : -
? ??? ?????? ????? ?? ????????? ? ? ???? ?????? ?? ???? ????? ?? ??????
????? ??? ??? ??????? ????? ????? ??? ?? ???? ?????? ?????? ???? ????? ??????
?????? ??????? ????? ?????? ??????? ???????? ?????? ?????? ???? ???????? ?? . ??? ??? ??
???????? ???????? ?????? ??? . ??? ??? 1944 ?? ?????? ????? ???? ??? ??????? ????
?????? ??????? ??????? ?????? ???? ????????? ?????? ????????? ????? ??? ??????? ???
??? ??????? ???????? ??? ????? ????? ????? ?? ?????? ??? ??? ??????? ???? ??? ????
??? ??????? ??? ????? ??????? ????? ?? ???????? ??????? ????? ??? ??? ???? ??? ?? ??? ??
???????? ??????? ??????? ?????? ?????? ? . ?????? ????? ?? ???????? ??????? ??? ??? ????
??? ???? ??? .??????? 1980 ? ???????? ????? ???????? ?????? ??? ??????? ??? ?????
??? ?? ?????? ?????? .??? ????? ) 2005 ( ] 9 [ .
??? ??? ] 10 )[ Juran ? (1993 ???? ???????? ?????? ????? ??? ???? ??????
[11] ) Grosby ? (1992 ??????? ????????? ??? ?????????? ?? ???????? ??? ?? ?????? ???
2000 : 9000 ISO ?????? ?? ???????? ??????? ?????? ????? ???? ????? ?????? ???? ???
) .????? ???????? ISO 9000 .(
?? ????? ??????????? ????? ?? ??? ??????? ??? ??? ??????? ?????? ????? ?????? ?????? ???
??? ?????? ????? ??????? ?? ??? ???????? ??????? ???????
?
????? ???? ???? ??????? ?? ?
??????? ??????? [12] ) Robbins & Coulter ? (2005 . ????????? ???????? ???? ??? ???
????? ??? ????? ?? ????? ??????? ?????? ???? ???? ?????? ????? ???? ??? ??????? ??????
?? ??????? ????????? ?????? ???????? ????? ????? ???????? ???? ???????? ??????? ? .
????? ) 2009 ( [13] ??? ] 14 )[ Hashmi ? (2005 ????? ???? ??? ??????? ?????? ??? ???
??????? ??????? ???.????????? ??????? ????????? ??????? ???? ?????? ???? ?????? ?????? ?
???? ???? (???? ?? ????) ?????? ?????? ???????? ?????? ?? ??????? ?????? ??? ???? ???
?????? ????? ????? [15] ) Heizer & Render ? (2001 . ?? ?? ??? ???? ?? ???? Haar
& Spell ? (2006)[16] ?????? ?? ???? ??? ??????? ????????? ????????? ?? ????????
???.?????? ???????? [17] ) Stebbin ? (1986 ? ?? ??? ?? ?????? ???? ??? ?????? ?
????? ??? ??????? ?????? ??? ????? ??? ???????? ?????? ???????? ??????? ???????
???
?
????? .?????? [18] ) Bank ? (2004 ?????? ?????? ?? ?????? ???? ?? ?????? ???
.???????? ???? ???????? ?????? ?????? ?????? ??????
??? [19] ) Evans ? (2007 ??? ? ?????? ?????? ?????? ????? ????? ? ???? ?? ????? ?? ???????? ?
?????? ?????? ?????? ??? ??? ???? ???? ??? ???. ?????? ) 2010 ( [20] ???? ?????? ???
.?????? ????? ?????? ???? ??? ??????? ?????? ?????? ???? ??????? ????? ???????
????? ?????? ????? ?????? ???? ???? ????????? ??????? ?? ???? ???? ??????? ??? ??
? ??? ???????? ?????? ?????? ? ? :??? ???? ???? ????? ??? ????? ????? ??????? ?????? ?? ??? ?
?? ??????? ??? ???? ?????? ???????? ?????? ??????? ?????????? ????? ??????
???????? ??? ??????? ??????? ????? ? ? ?????? ???????? ?????? ??????? ?????? ???? ?????
??? ???????? ?????? ??? ? ???? ?????? ????? ??????? ?????? ??????? ????? ????
?
?????
??????? ?????? ?????? ????? ?? ???? ???? ?? ??????? ? ??? ?? ???? ???? ??????? ????
???????? ????? ?? ??? . ?????? ??? ) 1996 ( [21]
:??????? ???????? ?????? ??????? ?????? ????? ????? ?? ??????? ????? ????? ?????
????????? ??????? ????? ???? ??????? ???????? ? ???????? ?? ??????? ????? ? ????? ?????
?????? ??? ???? ???? ???? ?????? ??? ???? ???? ? ???? ??????? ???? ?????? ?????? ???
????? ?????? ??????? ???? / ???? ????????? ???????? ???? ???? ?????? ???????? ????
?? ??????? ??? ?? ????? ?????? ?????? ?????? ?????
?
????? ?????? ?????? ????? ?????
?? ???????? ?????? ?????? ? . ? ???? ???? ?????? ?????? ???? ????? ????? ????? ??? ??? ?
?????? ??????? ?????? ????? ??? ????????? ?????? ??????? ??????? ????? ?????? ???????
???? ??? ??? ???? ??? ??????? ??? ?? ??????? ?????? ???? ??? ??????? ???? ???????
??????? ??????? ??? ?????? ???? . ????????? ?????? ??????? ????? ??? ???? ?????
? .??????
??????? ?????? ????? ????? ?????? ??????? ????????? ??? ? ? ????? ?????? ????? ??
ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92 85
??? ?????? ???? ?????? ???? ?????? ??????? ?????? ?????? ????? ????? ??????? ??????
:???????? ????? ??? ?????? ????? ???? ????????? ??? ??? ???????? ??????? ?????? ?????? ???
? ?????? ??? ??????? ? ??????? ????? ????? ????? ? ??????? ??????? ????? ?????? ? ???? ????
?????? ? ?????? ???? ??????? ? ??????? ???? ?????? ????? ) 2008 ( [22] .
??????? ?????? ????? ????? ?????? ????? ???? ?? ????? : ??? ??????? ??? ) 1995 (
[23]
??????? ???? :?????
??????? ???? :???????
????? ?????? ???? :???????
:??????? ?????? ????? ???? ????? ??????
?? ??? ????? ?? ????? ??????? ????? ??? ?????? ??????? ?????? ????? ????? ????? ????? ?
??????? ??????? ?????? ????? ???????? ??????? ??????? ?????? ???????? ??????? ??????? ?????
????? ??????? ?????? ?? ???? ??????? . ?????? ????? ????? ???? ???? ??????? ??? ?????
: ???? ???????
. ??????? ????? ?? ????? ??????? ?????? ????? ????? ?????
. ?????? ??? ?? ??????? ??????? ???????? ????? ???
.??????? ?????? ????? ????? ??? ????? ??? ????? ?????
. ??????? ?????? ???? ???????? ??? ??? ?????? ???????
. ???????? ????? ?? ???????? ????? ?????? ?? ?????????? ?????? ?????
? ??? ??????? ?????? ??????? ?? ????? ???? ?? ??????? ???????? ??????? ???? ???????? ??
.?????? ?? ??? ??? ?? ????? ???????
?????? ???? ???????? ???????? ?????? ??? ?????? ?? ???? ???? ??????? ??????? ??????? ????
?? ???? ???? ???.??????? ?????? ????? ????? ???? ?? ??????? ??????? ????? ??????? ??
. ???????
:??????? -
???? ?? ????? ???? ????? ???? ??????? ????????? ???????? ???? ??????? ?????? ????
.????? ??? ?? ???????
. ????? ?????? ?????? ??? ?????? ???? ??????
????? ????? ????? ?????? ???? ??????? ?? ???????? ??????? ?????? ????? ??????? ????? ??
??????? ????????? ????? ??? ??????? ???? ?? ????? ?? ?????? ?? ???? ??????? ??????
.?????? ???? ???? ?? ??? ?? ?????
???????? :?? ???? ???? ?????? ??? ??????? ????? ????? :???????? ??????? ?????
?? ???????? ???????? ???????? .???????? ??????
:??? ??????? ???? ?????? ?????? ???????? ??????? ????
:????? ??????? ?????
. ??????? ????? ??? ??????? ????
????? ??? ??????? ???? ?????? ?? ?????? ?????????? ???? ??? ??? ????? ????? ?????
. ?????? ???????? ????? ????
:????? ?????
??? ?????? ????? ???????? ????????? ????????? ?????? ?????? ?????????? ?????? ??
. ????? ?? ????? ????????? ???? .??????
.????????? ??????? ????? ?????? ) 2006 ( [24]
9 . ??????? :???????
- ???? ?????? ????? : ??????? ?????? ????? ????? ??? ????? ?? ???? ??????? ?????? ????
?? ????? ?????? ????? ????? ??????? ????? ?????? ????????? ?????? ??????? ????????
??????? ????? ????? ???????? ???? ??????? ????? ???????? ???? . ?????? ???????? ?????
?????? ??? ????? : ??????? ?????? ????? ???????? ?? ????? ??? ?????? ?????? ?????????
. ??? ????? ?????
- ?????? ?????? ?????? ????? ??? ?? ??? ??? ?????????? ??????
?
???? ???? : ?????? ??????
??? ??????? ????? ?????? ???????? ???????? ?? ??? ???? ???? ????? ??????? ??????
????? ???????? ???? ????? ??????? ?????? ?????? ???? ????????????? ???????? ?????? ??
???????? ???????
?
????? ?????? ?? ???? ??? ??????? ?????? ?? ??????? ???????? ???????
.??????? ???? ??
Encyclopedia of Business ? (2010) [25]
- ??? ?????? ?? ???? ???????? ??????
?
?????? ????? ??????? ?? ?????? ???? ?????? ??" :?????
???? ?? ??? ?? ????? ??????? ????????? ????? ??? ??????? ???? :?? ???? ??? ??????
."?????? ???? ?????? ????? ) 2006 ( [26]
?????? ????? ? ?????? ?????? ?? ? ?????? ??? ?? ????? ??? ??????? ???? ???? ?????? : ??
. ?????? ?????? ?? ??????? ????? ??????? ????? ???? ??? ????????? ??????? ??????? ??????
10 . :??????? ????????
???????? ?? ??????? ?????? ?????? ????? ???? ??????? ???????? ?? ????? ????? ????
?????? ??????? ?? ? ???????? ??? ?? ???? ??????? ???????? ??? ???? ??? ? ????????
????????? ?????? ??? ?? ???? ????? ??? ?????? ?? ???????? ?????? ????? ?????? ????????
.
?
???? ???? ???? ??????? ??
????? [27] ) Al-shobaki ? at el ? (2010 ?????? ?? ??????? ?????? ????? ????? ???
?????? ?? ?? ? ??????? ?????? ?? ?????? ?? ?? ??? ??? ???????? ???? ?????? ?? ???????
?????? ?? ??????? ?????? ??? ??????? ??? ????? ??? ??????? ????? ?????? ?????? ??
? ???? ???????? ?? ?????? ???????? ?? ????? ?? ????? ??? ?????? ??? ?????? ??????? ???
????? ???????? ?? ???????? ?????? ?????????? ?????? ???????? ??????? ??? ????????
????????? ????? ???? ??? ??????? ?????? ?? ??????? ?????? ????? ????? ??? ???????
.?????? ??????? ??? ??????? ????????
????? ] 28 [ ) Naeem ? at el ? (2008 ????? ?????????? ???? ??????? ?????? ????? ???
?????? ???? ?? ??????? ?????? ????? ????? ????? ????? ??? ???? ????? ?????????? ?? ??????
???????? ?????? ????? ????? ??? ?????? ?????? ????? ?????? ??????????? ?????? ?????
???? ???? ?????? ??? ??? ???????? ?????? ????? ?????? ????????? ??????? ?? ?? ???????????
??????? ????? ?? ???????? ????? ???? ???????? ??? ??????? ????? ???????? ??????
.??????? ?????? ?????
????? ? ??????? ? ????? ) 2005 ( [29] ?? ??????? ???????? ????? ??? ??? ?????? ?????????
?????? ?? ???? ??? ??????? ????? ???.??????? ?????? ????? ?????? ?????? ???????? ??????
?????? ?????? ??????? ???????? ????? ??? ??? ?????? ??????? ????????? ?? ???????? ??????
???? ?????? ????? ????? ??????? ??? ????? ???? ???? ???????? ???????? ?????? ????
???? ??? ???????? ?????? ????? ????? ??? ??????? ???????? ?????? ????? ?????? ???????
??????? ????????? ????? ?? ???????? ??? ??????? ?????? ????? ?????? ??? ??? ?????? ??????
??? ???? ??? ?????? ????? ??? ???? ??? ??????? ?????? ????? ??????
?
????
?
??????? ???? ???
.????????? ??????? ?????? ??????
????? ???????? ) 2005 ( [30] ???? ??????? ?????? ????? ????? ????? ??????? ???? ?????
?????? ??????? ????? ??? ??????? ??? ??????? ??? ???? ??? ???????? ???????? ?????? ?? ??
??????? ????? ??? ????? ??? ?????? ??? ? ?????? ??????? ?????? ????? ???? ???????? ?????? ??
????? ?????? ????? ??????? ?? ??????? ?? ???? ?? ???? ????????? ?????? ?? ????????
??? ?? ?????? ??????? .???????? ???
?????? ?????? ?????? ??????? ) 2003 ( [31] ?????? ??????? ???????? ????? ??????
?????? ????? ??????? ?? ??? ??????? ?????? ???????? ?????? ??????
?
???? ??????? ???????
?? ?? ???
?
????? ???? ???? ??????? ?????? ???? ?? ?? ?????? ?????? ??? .?????? ????
?? ???????? ??????? ????? ????? ??????? ?? ???? ?? ???? ??????? ?? ??????? ??????
??????? ??????? ?????? ???? ?????? ??????? ??? ?????? ?????? ???????? ??????? ???
.??????? ?????? ???
?????? ?????? ? ) 2003 ( [32] ?? ??????? ?????? ????? ?????? ????? ????? ?????? ?????????
????? ???? ??? ??? ?????? ??? ?? ???? .??? ????? ??????? ????? ?? ??????? ??????
??? ?????? ?????? ??????? ??? ????? ??? ???? ?? ??? ???????? ?????? ????? ?????? ??????
????? ???? ???? ??? ??????? ????? ? ??????? ?????? ????????? ??????? :?? ???????? ???????
:?? ???????? ????????? ???? ??????? ?????? ?????? ?????? ????????? ??????? ??? ????? ???????
??? ???????????? ??????? ?????????? ?????? ???? ???????? ????? ??? ??????? ?? .?????
?????? ??????? ???? ???? ??????? ?????? ?????? ????? ????? ??? ??????? ???? ????
??
?
???? ????? ??????? ?????? ?????? ????? ????? ?????? ??????? ???? ????? ????????
?????? ??????? ???????? ?????? ?? ??????? ?????? ?? ??????? ????????? ??????? ????? ???? ??
. ?????? ??????? ????????
????? ???????? ?? ????? ????? ??? ) 2002 ( [33] ??????? ?????? ?????
???? ?? ??????? ?????? ?????? ?? ??????? ?????? ????? ???????? ?????? ??? ??????? ???
???????? ??????? ??????? ???? ?? ?????? ?????? ?? ?? ??????? ???? ????? ?? ????
???????? ?????? ????? ????? ?? ????? ??? ????? ???????? ???? ?? ??????? ??????? ???????
????? ??????? ???? ????? ????????? ??????? ???????? ??????? ?????? ??????? ??? ???? ????
??? ??? ?????? ???? ??? ?????? ???? ??????? ????? ?????? ?????? ????? ??? ??????? ?
.??????? ?????? ????? ?????? ????????
????? ??? ????????? ? ???????? ) 2002 ( [34] ?????? ????? ??? ??? ?????? ??? ???? ?????
????? ????? ??? ?????? ????? ??? ??????? ???????? ?????? ????? ?????? ????? ?? ????????
????? ???????? ?????? ?????? ??????? ????? ??????? ???? ??????? ?????? ??????? ??????
86 ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92
??? ??? ??? ???????? ???????? ????? ???? ???? ??????? ??? ??????? ????? ????? ????? ?
??????? ?? ???? ?? ???? ??????? ???? ?? ????? ????? ??? ??? ???????? ???????? ?????
.?????? ?????? ?????? ??????? ???????? ???????? ?????? ????? ???? ??? ??????? ????? ??
???? ??? [35] ) Ehigie & Akpan ? (2000 ???????? ????????? ????????? ??? ?????
???? ???????? ?? ?????? ?????? ??? ?? ??????? ?????? ????? ?????? ???????? ???? ????
?????? ?? ??????? ?????? ????? ????? ??? ???????? ??????? ?????? ????? ????? ??????? ?????
.??????? ??? ???????? ????????? ???????? ????? ?????? ??????? ??? ????? ??????? ?????
??????? ?????? ????? ?????? ?? ???????? ?? ??? ??????? ????? ??? ????????????? ?????????
.??????? ?????? ????? ??????? ??? ???????? ?? ??????? ?????
?
?????? ????
???? ] 6 3 [ Vermeulen and Edgeman ? (2000) ??????????? " ?????? ??????? ?????
??????? ??????? ?? ??????? ???????? ???????? ???? ?? ?????? ???? ?????? ?????? ?????
??????? ????? ??????? ?? ?????? ?????? ????? ?????? ?? ??????? ??????? ?????
?????? ?????? ????? ????? ?????? ????? ??????? ???? ?? ?????? ????? ?????? ??????
??????? .
? ???? ???? ) 1998 ( ] 37 [ ?????? ???? ???????? ??????? ???? ???? " ?????? ??????? ?????
??? ??????? ????? " ????? ?? ???????? ??????? ???? ???? ???? ?? ??????? ???????? ???
?????? ???????? ??? ???? ??? ???? ?? ???? ????? ?? ??????? ???????? ???????
??? ???????? ??????? ??? ?? ????? ??????? ???????? ??????? ???? ????? ?? ??? ???????
?? ????? ??????? ???? ?????? ???? ?????? ????? ?? ?????????
?
?????? ???? ?????? ?????
????? ?? ????? ?? ???? ????? ?????? ?????? ????? ????? ???????? ??????? ?? ??????
.???????? ????? ?? ???????? ????? ?? ?????
:????? ?? ??????? ??? ???? ??? ??????? ???????? ????
???? ??????? ???????? ???? ? ? ???? ?????? ?????? ????? ??? ????? ????
?????? ??? ?????? ?? ????? ???? ????? ??? ??? ???? ??????? ??? ???? ???????? ??????
?????? ?? ??????? ??? ??????? ???????? ?????? ?????? ??? ????? ?????? ????? ????? ??????
.?????? ?????? ??? ?? ??? ???? ???? ??????????? ?????? ??????
11 . ??????? ????? :
1.11 ??????? ????????? :
?????? ??? ?? )??? 1 ?????? ?? ( :????? ??? ??????? ???? ????? ????? ?? ????
) ?????? ???? ???? :????? 73.4 ) ????? ????? ?(% 26.6 .(%
) ??? ?? ??????? ??????? ????? ?? ?? ??????? ???? ????? ???? :????? 20 - 40 ?? (
?
???? ???? ?
) ?????? 73.46 .(%
???? ??? ???????????? ???? ??? ???????? ?? ?? ??????? ???? ????? ???? :?????? ??????
) ?????? 77.55 .(%
) ??????? ???? ????? ????? ????? ???? ???? :??????? ??????? 32.7 ?????? ????? ?(%
) 26.5 ) ?????? ?????? ?(% 40.8 .(%
?????? ????? ??? ?? ??? ???? ????? ??? ??????? ???? ????? ???? ???? : 5 ?????
) 24.49 ) ??? ?? ?????? ???? ????? ?? ????? ?(% 5 - 10 ) (????? 24.49 ??? ???????? ?(%
) ??? ?? ???? ????? 11 - 15 ) (??? 20.4 ) ?? ?????? ???? ?? ???? ???? ????? ??(% 15 (???
) 30.62 .(%
?????? :?????? ?????? ?? ??????? ??????? ???? ??? ?? ??????? ???? ????? 900 ??? ??????
) ?????? ???? 32.65 .(%
: ??????? ????? ????? :
?
?????
:??????? ?????? ????? ?????? ?????? ?????? ????? ??? :???? ??????
?????? ??? ?? ) ??? 2 ?????? ?? ( ??? ?? ??????? ??????? ???? ?? ???? ???? ??????? ?
) ??? ?? ?????? ??????? ?????? ??????? ??? ???? ?? 3.98 - 4.29 " ?????? ???? ??? ?(
??? " ??????? ?????? ??? "??????? ?????? ????? ????? ?? ??????? ???????? ?????? ?????
?????? ????? ?? ?????? ??????? ????? ?????? ???????? ????? ?????? ?????? ??? "???????
) ????? ?????? ???? ??????? 4.10 .?????? ????? ????? ??? (
2.11 :??????? ?????? ????? ????? ????? ?????? ?????? ????? ???
?????? ??? ?? ) ??? 3 ?????? ?? ( ?????? ??????? ???? ?? ??????? ??????? ???? ?? ????
?????? ?????? ??????? ??? ???? ?? ) ??? ?? ?????? ? 3.91 - 4.44 " ?????? ???? ??? ?(
?????? ??? "????? ????? ????? ????? ?? ?????? ???? ????? ???? ??????? ?????? ????? ?????
) ????? ?????? ???? ??????? ??? "?????? ?????? ??? ???????? ???? ????? ??? " ??????? 4.19 (
.?????? ????? ????? ???
3.11 :???????? ?????? ?? ??????? ?????? ????? ????? ?? ?????? ?????? ???
?????? ??? ?? ) ??? 4 ( ???? ?? ?????? ??????? ???? ?? ??????? ??????? ???? ?? ????
) ??? ?? ?????? ????? ?????? ??????? ??? 1.80 - 2.58 ???? ????? " ?????? ???? ??? ?(
??????? ?????? ????? ??? ??????? ??? ???? ???? " ??????? ?????? ??? " ????? ????
) ????? ?????? ???? ??????? ??? " ????? ?? ??????? ????????? ????? ???? ???? 2.11 ??? (
.???? ????? ?????
4.11 :??????? ?????? ????? ????? ???? ???? ???????
?????? ??? ?? ) ??? 5 ?????? ?? ( ??? ?????? ??????? ???? ?? ??????? ??????? ???? ?? ?
) ??? ?? ?????? ????? ?????? ??????? ??? ???? ?? 2.38 - 2.87 " ?????? ???? ??? ?(
??? " ?????? ??????? ???????? ?? ?????? ?????? " ??????? ?????? ??? " ??????? ???????? ???
) ????? ?????? ???? ??????? 2.57 ?? ( .???? ????? ????? ?
12 . ???????? ??????
?????? ????? ?????? ???????? ?????? ?? ?????? ?????? ??? ????? ???? ? : ???????? ???????
???????.??????? ?????? ??? ????? ??????? ????? ? ??????) ???????? ? - )??????? ?????? (? One
sample t-test ?( ??? ???? ??? ?? ) 6 ?????? ?? ( ???? ???? ???????? ? ???? ?? ????
) ?? ??? ???? ????? ??? ???????? ? ?? 0.05 ?????? ??? ????? ???? :??? ??? ??? ?(
. ??????? ??????? ???? ??? ??????? ?????? ????? ?????? ???????? ?????? ?? ??????
??? ?????? ??? ???? ? : ?????????? ??????? ?????? ????? ?????? ????? ???????? ?????? ?? ???
??????? . ??? ??????? ??????? ????? ??????? ???????? ??????) ???????? - ??????? ?????? (?
) One sample t-test ?( ) ??? ???? ??? ?? 7 ?????? ?? ( ???? ???????? ? ???? ??
? ???? ????? ??? ???????? ? ?? ???? ???? ) ?? ?? 0.05 ?????? ??? ???? :??? ??? ??? ?(
. ??????? ??????? ???? ??? ??????? ?????? ????? ?????? ????? ???????? ?????? ?? ??????
:?????????? ???????
??????. ???????? ?????? ?? ??????? ?????? ????? ????? ?? ?????? ?????? ??? ???? ?
????? ??????? ????? ?????? ??? ?? ? ??????) ???????? ? - ??????? ?????? (? t-test One sample
) ??? ???? ??? ?? 8 ?????? ?? ( ??? ???????? ? ?? ??? ???? ???????? ? ???? ?? ????
) ?? ??? ???? ????? 0.05 ????? ????? ?? ?????? ?????? ??? ???? ? ??? ??? ??? ??? ?(
?? ??????? ?????? ??????? ??????? ???? ??? ???????? ?????? .
??????? :?????????
?? ??????? ?????? ????? ?????? ??? ???? ?????? ?????? ?? ?????? ????
? ??????.???????? ?????? ?????? ??? ??????? ??????? ???? ? ??????) ???????? ? - ?????? (?
) ??????? One sample t-test ?( ??? ?? ) ??? ???? 9 ?????? ?? ( ? ???? ?? ????
) ?? ??? ???? ????? ??? ???????? ? ?? ??? ???? ???????? 0.05 ???? ? ??? ??? ??? ??? ?(
??? ???????? ?????? ?? ?????? ?????? ??? ??????? ?????? ????? ?????? ??? ???? ??????
??????? ??????? ????? ??????? ????
? ??????? ) ???? ????? ??? ??????? ???? ??? ???? ???? ? :?????? ? = 0.05 ????? ?? (
??????? ???? ???????? ?????? ?? ??????? ?????? ????? ?????? ?????? ?????? ?????
?????? ???????? ??????? ??????? ????? ??? ??????? ?????? ?????? ???????) ????????????
.(??????
.1 ????? ????? :
??? ????? ??????
?
???? ??????? ??????? ????? ??????? ???????? ???????? ??????? ? ??????
????????? ) ??? ???? ??? ?? 10 ?????? ?? ( ??????? ???? ??? ??? ?? ? ???? ?? ????
) ?? ??? ????? ??? 0.05 ? ????? ???? ?????? ???? ???? ? :??? ??? ??? ?( ?????? ?????
.????? ?????? ???? ?????? ??????? ?????? ????? ???????? ???????? ?????? ??
2 . :????? ?????
?????? ??????? ????? ?????? ?????? ??? ????? ??????
?
???? ? ? ?????? ?
?????? ??????
?
???? ????????? ?????????? ???????? ????????? ) ??? ???? ??? ?? 11 ( ??
?????? ???? ?? ??????? ?????? ??????
?
???? ??????? ???? ????? ???? ?????? ?????? ????
?? ??? ?????? ??????? ????? ?????? ??????? ?? ???????? ???? ??? ???????? ??? ???? ??? ????
?????? ?? ???? ) ??? 12 ?????? ?? ( ???? ???? ??? ??? ?? ? ???? ?? ???? ??? ???
) ?? ??? ????? 0.05 ?? ?????? ?????? ????? ???? ?????? ???? ???? ??? ??? ??? ??? ?(
.????? ?????? ???? ?????? ??????? ?????? ????? ???????? ???????? ??????
3 . :?????? ?????? ?????
?
?
???? ??????? ??????? ????? ?????? ????? ??? ?????? ?????? ????? ? ?? ??????
???????? ????????? ?????? ?? ???? ?? ??? ) ??? 13 ?????? ?? ( ?????? ???? ????
??? ???? ??? ???? ??????? ??????? ?????? ??????
?
???? ??????? ???? ????? ???? ??????
?? ???? ?? ??? ?????? ??????? ????? ?????? ??????? ?? ???????? ???? ??? ???????? ??????
) ??? 14 ?????? ?? ( ?? ??? ????? ??? ??????? ???? ??? ??? ?? ? ???? ?? ????
ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92 87
) 0.05 ???????? ?????? ?? ?????? ?????? ????? ???? ?????? ???? ???? ??? ??? ??? ??? ?(
.?????? ?????? ?????? ???? ?????? ??????? ?????? ????? ????????
4 . ??? ??????? ????? :????
??
?
???? ??????? ??????? ????? ?????? ?????? ??? ??????? ??????? ???? ? ?
???? ?? ??? ???????? ??????? ??????
?
???? ????????? ?????????? ???????? ????????? ??????
?????? ?? ) ??? 15 ?????? ?? ( ??????? ???? ????? ???? ?????? ?????? ???? ?????? ????
?? ???? ??? ???????? ??? ???? ??? ???? ??????? ???????? ??????? ??????
?
?? ?? ????????
?????? ?? ???? ?? ??? ?????? ??????? ????? ?????? ??????? ) ??? 16 ?????? ?? ( ???? ?? ????
) ?? ??? ????? ??? ??????? ???? ??? ??? ?? ? 0.05 ???? ???? ??? ??? ??? ??? ?(
?? ?????? ??????? ?????? ????? ???????? ???????? ?????? ?? ?????? ?????? ????? ???? ????
.??????? ??????? ?????? ????
5 . :?????? ????? ??? ?????
???
?
???? ??????? ??????? ????? ?????? ?????? ??? ?????? ????? ??? ??? ? ?
? ?????????? ???????? ????????? ?????? ???? ?? ??? ??????? ????? ??? ??????
?
???? ????????
?????? ?? ) ??? 17 ?????? ?? (
?
???? ??????? ???? ????? ???? ?????? ?????? ???? ????
??????? ?? ???????? ???? ??? ???????? ??? ???? ??? ???? ??????? ??????? ????? ??? ??????
? ?????? ??????? ????? ?????? ?????? ?? ???? ?? ?? ) ??? 18 ?????? ?? ( ? ???? ?? ????
) ?? ??? ????? ??? ??????? ???? ??? ???? 0.05 ?????? ???? ???? ??? ??? ??? ??? ?(
???? ?????? ??????? ?????? ????? ???????? ???????? ?????? ?? ?????? ?????? ????? ????
.?????? ????? ??? ??????
6 . ???? :?????? ?????? ?
?
???? ??????? ??????? ????? ?????? ?????? ??? ?????? ?????? ?????? ? ?????? ?
?? ??? ?????? ??????? ????? ??? ??????
?
???? ????????? ?????????? ???????? ?????????
?????? ?? ???? ) ??? 19 ?????? ?? ( ???? ????? ???? ?????? ?????? ???? ????
?
???? ???????
??????? ?? ???????? ???? ??? ???????? ??? ???? ??? ???? ??????? ??????? ?????? ??????
?????? ?? ???? ?? ??? ?????? ??????? ????? ?????? ) ??? 20 ?????? ?? ( ? ???? ?? ????
) ?? ??? ????? ??? ??????? ???? ??? ???? 0.05 ?( ???? ??? ??? ??? ??? ?????? ????
???? ?????? ??????? ?????? ????? ???????? ???????? ?????? ?? ?????? ?????? ????? ????
?????? ?????? ?????? ? ) ??? ?? ??????? ????? ?? ?????? ????? 20 - 40 ??? ( ? 73.46 %
) ??????????? ???? ??? ?????? ??????? 77.55 (% .
13 . ??????? ????? : -
? ????? ??????? ??????? ??? ?????? : -
1 . ??? ?????? ???? ?? ?????? ?? ?? ?????? ?? ???????? ???? ??? ?????? 73.6 .%
2 . ?????? ????? ?????? ??? ???? ???? ??? ???? ??? ??????? ????? ???????? ????????? ???
(???? ??????? ?????) ????? ?????? ??? ?? ??????? ?????? ????? ?????? ???? 4.1 ???? ????
?????? ????
?
????? ???? ???????? ?????? ?? ?? ?????? ?????? ?? ???????? ???? ?? ???
??????? ?????? ? ????? ??? ????? ??? ????? ?????? ?????? ??? ??????? ????? ??? ?????
? ???? ??? ??????? ?????? ????? ????? ????? ?????? ?????? ??????? ???? ????? ??????
4.19 ????? ????? ????? ??? ??? ???? ???? ??? ? ???? .?????? ????? ???? ???? ????
????? ???????? ????? ??????? ??????? ??? ?? ??????? ???? ?? ???? ??? ??????? ???????
?? ? ? ??? ???????? ? ?? ???? ???? ???????? ? ???? ?? ????????? ?? ??? ???? ????
) 0.05 ????? ?????? ???????? ?????? ?? ?????? ?????? ??? ????? ???? :??? ??? ??? ?(
????? ?????? ????? ???????? ?????? ?? ?????? ?????? ??? ????
?
????? ??? ??????? ??????
??????? ?????? .
3 . ?????? ??? ???? ????? ???? ?? ? ?? ?????? ???? ?????? ?? ??????? ?????? ????? ????
???????? ? ?????? ??? ????? ????? ??? ??????? ??????? ??? ??
?
???
?
?????? ???? 2.11 . ????
?? ???? ???? ??? ? ?????? ?????? ?? ? ? ?? ?? ???? ???? ? ??????? ?????? ????? ? . ????
?????? ?? ?????? ? ??? ???? ????????? ?????? ??? ??? ?????? ??? ?? . ?? ??????? ??????? ?????
??????? ??? ??? ???? ? ????????? ????? ???? ???? ??? ??????? ??? ???? ????
????? ?? ????? ??????? ????? ?? ??????? 1.80 . ???????? ??????? ? ????? ????? ????
? ????? ??????? ?????? ???????? ??? ?????? ????? ??? ? ????
?
??? 1.89 ????? ???????
???????? ?? ?????? ????? ????? ?? ???? ???? ??????? ????? ???? ?????? ??????
????? ?????? ???????? ??? ?????? ??????? 1.91 . ? ???????? ?????? ???? ? ???????? ??????
???? ????? ?? ?????? ???????? ?????? ????? ?? ????????? ????? ??? ???? 1.98 .
???????? ? ?? ??? ???????? ? ???? ???? ??? ??????? ??????? ????? ??? ?? ??? ?????
) ?? ??? ???? ????? ??? 0.05 ????? ?? ?????? ?????? ??? ???? ? ??? ??? ??? ??? ?(
???????? ?????? ?? ??????? ?????? ????? .
4 . ????? ?????? ??? ??????? ????? ??????? ?????? ????? ????? ???? ?????? ????? ??????? ?
???? ?????? ????? ????? ?????? ???? ????? ??????? ??? ?? ?????? ??????? ???? ??????
) ??????? 2.57 ??????? ??????? ?? ???? ????
?
?????? ??? ??? ???? ????? ??? ??? (
???? ????? ????? ???? ?????? ????? ????? ?? ?????? ?????? ??? ???? ??????
) ?? ??? ???? ????? ??? ???????? ? ?? ??? ???????? ? ???? ???? ??? ??????? 0.05 ?(
?????? ?????? ??? ??????? ?????? ????? ?????? ??? ???? ?????? ???? ? ??? ??? ??? ???
?????? ???? ??? ???????? ?????? ?? ????? ??????? ??????? ???? ??? ??????? ? .
5 . ??? ??????? ???? ?????? ?? ?????? ???? ??? ?? ????? ???????? ??????? ????? ??? ??? ??
? ?? ?????? ???? ??? ??????? ? ?????? ?? ?????? ?????? ????? ???? ??????? ???? ????
?? ??????? ?????? ????? ???????? ???????? ???? ??????? ???? ?????? ?????) ???????????? ??
? ? ?????? ?????? ??????? ??????? ? .(??????? ?????? ????? ???
14 . ??????? ?????? : -
1 - ?? ????? ???? ?????? ?????? ???? ? ??????? ?????? ????? ? ??? ?? ?????? ??? ?
??? ???? ?????? ??? .?????? ??? ??
2 - ??? ????? ?? ??????? ????????? ????? ???? ???? ??? ??????? ??? .
3 - ????? ?????? ? ?????? ???????? ??? ?????? ????? ????? ????? .
4 - ?????? ?? ?????? ??????? ????? ???? ?????? ?????? ???????? ? .
5 - ?????? ? ????? ?? ?????? ???????? ?????? ????? ?? ????????? ??????? .
6 - ???? ??????? ?????? ?????? ???? ?????? ?????? ????? .
7 - ?????? ???? ??????? ?? ? ????? ? ?????? ??????? ???? ?????? ??????? ????? ? ? ?? ? ? ???
? ????? ????? ) ??? ????? ????? ??????? Six Sigma ( ??????? ?????? ??? ????? .
??? ????? ????? ??????? ???? ??????? ?????? ????? ?????? ????? ?? ?? ? ????
?????? ????? ??????? ?????? ? .
88 ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92
??????? ?????
] 1 [ ? ????? ?????? ?????? ? ????????? ????????? ? ) ?????? ??????? 2011 (http://www.cbj.gov.jo/uploads/banksys_ar.pdf
] 2 [ Crosby ? Philip B. Quality is Free: The Art of Making Quality Certain.
New York: New American Library ? (1979).
] 3 [ Derning ? W.E. Out of the Crisis: Quality ? Productivity and
Competitive Position. Cambridge University Press ? (1986).
] 4 [ Heizer ? J & Render ? B. ? Operations Management ? 10th edition ?
Prentice Hall. (200 6 ) PP 196-197.
] 5 [ Bank ? J. The Essence of Total Quality Management ? 2nd ed. Harlow ?
Pearson Education Ltd. (2000) ? PP 15-16.
] 6 [ Encyclopedia of Business ? (2010) 2nd ed.
] 7 [ Wolfgang ? Staehle and Frank ? Schirmer ? Low –level and Middle-Level
Management as The Recipients and Actors of Human – Resource
Management ? International Studies of Management and
Organization ? (1992) ? Vol. 22.
] 8 [ Rolf ? Bfumentriff ? The Role of Middle Management in the know
ledge-focused Service Organization ? Journal of Business Strategies
(2000).
] 9 [ ?????????? ????? ?????? ???????? ?? ??????? ?????? ????? ????? ????? ?????
??? ?????????? ) 2005 ( .
] 10 [ Juran ? J.M. ? Gryna ? F.M.Quality Planning and Analysis. Singapore.
Mc Graw-Hill.(1993)
] 11 [ Crosby ? P.B. Quality is Free: The Art of Making Quality Certain.
New York. Signet Books. (1992).
] 12 [ Robbins ? Stephen P & Coulter ? Mary ? Management ? 8th. ed. ?
Pearson Education ? Inc. ? Upper saddle River ? New Jersey ? 07458
(2005).
] 13 [ ? ????? ???? ? )????? ???? ??? .??????? ?????? ???????? ?????? ????? 2009 ( ? ?
105 - 106 .
] 14 [ Hashmi ? Khurram ? Introduction and Implementation of TQMhttp://www.isixsigma.com from goole.com Retrieved on
(30/9/2006).
] 15 [ Heizer ? J & Render ? B. ? Operations Management ? 10th edition ?
Prentice Hall ? (2001).
] 16 [ Haar ? Jarrod & Spell ? Chester ? Predicting Total Quality Management
in New Zealand: The mode rating effect of organizational size ?
European and Mediterranean conference on Inform. 545(EMCIS) ?
July 6-7 ? 2006 ? Costa Bosta ? Alicante ? Spain (2006).
] 17 [ Stebbing ? I. ? Quality Assurance: The Route to Efficiency and
Competitiveness (London: Ellis Hopwood Ltd. ? (1986).
] 18 [ Bank ? John ? The essence of total Quality Management (New Jersey:
Prentice-Hall ? Inc. (2004).
] 19 [ James R.Evans ? (2007) Quality and Performance Excellence:
Management ? Organization ? and Strategy South -Western College
Pub ? 5 editions .
] 20 [ ????? ?????????? ??????? ?????? ) 2010 ?? ??????? ?????? ????? ????? ???? ????? ?(
? ?? ???? ????? ??? ????? ????? ???? ??? ??????? ????? ???????? ???? ???? ?????
????? ???????? 45 .
] 21 [ ) ??????? ??? ???? ?????? ??? 1996 ?? ??????? ?????? ????? ?????? ?????? ?????? ?(
.??????? ????????? ????? ???????? ????????
] 22 [ ) ?????? ????? 2008 ????? ???? ??? . ???????? ?????? ??????? ?????? ????? ?(
] 23 [ ????? ??????? ??? ) ????? 1995 ???????? ????? ???? ???????? ?????? ????? (
?????? ???????? ???????? ???????? ?????? ???? 7 ????? ? 3 - 4 .
] 24 [ ) ?????? ?????? ???? ?????? 2006 . ?????? ????? ?? ???????? ???????? ?(
] 25 [ Encyclopedia of Business ? (2010) 2nd ed.
] 26 [ ) ?????? ?????? ???? ?????? 2006 . ?????? ????? ?? ???????? ???????? ?(
] 27 [ Alshobaki Salman ? Fouad Rami and Albashir Adnan ? (2010)
Implementation of Total Quality Management for The Banking
Section in Jordan ? Jordan Journal of Mechanical and Industrial
Engineering ? volume4 ? number 2 ? pp 304-313.
] 28 [ Naem ? Hummayoun ? Saif Iqbal and Qasim Salman ? Total Quality
Management- A recommended Strategy For The Pakistani Banking
Sector ? International Business& Economics Research Journal ?
Volume 7 ? Number 11 ? (2008) ? pp 49-54.
] 29 [ ??? ???????? ????? ? ??????? ???????? ?????? ?? ??????? ???????? ????? ??? ??
???????? ?????? ?????? ?? ???? ??? ??????? ????? ??????? ?????? ????? ?????? ??????
????? ???????? ????????? ?? 101 ) ? 2005 ( ? :? 41 - 42 .
] 30 [ ) ???? ???? ???????? 2005 ?? ??????? ?????? ?????" ?( ???? ?? ???? ???????? ??????? ? .
] 31 [ ) ?????? ??????? 2003
?
???? ??????? ??????? ?????? ??????? ???????? ????? ?(
????? ??????? ???????? ?????? ?????? 95 .
] 32 [ ) ????? ???????? ???? ??????? 2003 ?????? ????? ????? ?????? ??????? ????? ?(
?? ??????? ?????? ?? ??????? ?????? ????? ?????? ????? ???? ????? ??????? ?????
????? ????????? 2 ???? ? 30 :? ? 358 – 374 .
] 33 [ ) ??? ???? ????????? ???? ????? ??? 2000 ( » ?? ??????? ?????? ????? ???????
??????? ??????? ??????? ???? ?? ?????? ?????? « ?????? ????? ? ??????? ?????
? ?????????? ???????? ????? 4 ???? ? 16 :? ? 139 - 176 .
] 34 [ ) ?????????? ???? ????????? 2002 ??????? ????? ???????? ?????? ??????? ?????? ?(
???? ?????? ?????? ?????????? ?????? ???? ?????? ?? ???????? ??????? ???
.???? ?????
] 35 [ Ehigie ? Benjamin osayawe ? Ak Pan ? Regina clement (2005). Psycho-
social factors influencing practice of total quality management in
some Nigerianorgs ? Journal of management psychology ? vol 20 ? no ?
5 ? 2005 ? pp.355-379(25) retrieved on 1/11/2006.http://www.ingentaconnect.com
ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92 89
] 36 [ Vermeulen W ? and Edgeman R ? (2000) ? Continuous Improvement
Strategies in the Retail Banking Industry in South Africa ? Quality
Engineering ? 13 (2).
] 37 [ ) ????????? 1998 ?? ???????? ??????? ?????? ???? ???????? ??????? ???? ???? ?(
?????? ???? ?????? – ?? ???????? ?????? 25 ? ? 2 .
:?????? -
?????? ) ??? 1
???????????? ??????????
?
???? ??????? ???? ????? ?????
??????? ????? ??????? ??????? ??????
????? ??? 36 73.4
???? 13 26.6
????? ?? 20 - 30 18 36.73
?? 31 - 40 18 36.73
?? 41 - 50 8 16.32
?? ???? 50 5 10.2
?????? ?????? ???? ?????? 2 4.0
??? ????? ?????
????????
6 12.24
????????? 38 77.55
??????? 3 6.12
??????? ??????? ??? ???? 16 32.7
???? 13 26.5
??? ???? 20 40.8
?????? ????? ??? ?? ??? 5 ????? 12 24.49
?? 5 - 10 ????? 12 24.49
?? 11 - 15 ??? 10 20.4
?? ???? 15 ??? 15 30.62
?? ??? 500 ????? 16 32.65
?? 501 - 700 ????? 6 12.24
?? 701 - 900 ????? 11 22.24
?? ???? 900 ????? 16 32.65
??????? 49 100
?????? ) ??? 2 ?? ??????? ??????? ?????? ????????? ?????????? ???????? ?????????
???? ??????
?????? ?????? ?????? ????? ??? :??????? ?????? ?????
?????? ???????
???????
???????
????????
???????? ????
????? ?? ??????? ???????? ?????? ?????
. ??????? ?????? ?????
4.29 0.727 85.8
?????? ???? ????? ?????? ?????? ???
. ????? ??? ?? ??????? ?????? ????? ?????
4.18 0.614 83.6
?? ????? ?????? ??????? ?????? ?????? ?
.??????? ??????
4.09 0.668 81.8
?????? ??????? ?????? ?????? ??? 3.98 0.69 79.6
. ??????? ?????? ????? ????? ???????
?????? ???????? ????? ?????? ?????? ???
?????? ????? ?? ?????? ??????? ?????
.???????
3.98 0.753 79.6
????? ?????? 4.10 - 82.044
?????? ) ??? 3 ?? ??????? ??????? ?????? ????????? ?????????? ???????? ?????????
?????? ??????
:??????? ?????? ????? ????? ????? ?????? ?????? ????? ???
?????? ???????
???????
???????
????????
???????? ????
???? ???? ????? ???? ??????? ?????? ????? ?
. ????? ????? ????? ????? ?? ??????
4.44 0.586 88.8
???? ????? ???? ??????? ?????? ????? ?????
. ???????
4.24 0.83 84.8
???? ????? ???? ??????? ?????? ????? ?????
. ??? ?????? ????? ????? ?? ??????
4.24 0.857 84.8
?? ?????? ????? ??????? ?????? ????? ?????
??????? ????? ?? ??????? ???????? ?????
.???????
4.22 0.599 84.4
??? ???? ??????? ?????? ????? ????? ?????
.????? ??? ?? ????? ??????? ?????
4.2 0.661 84
?? ?????? ???? ?????? ?????? ??????
?? ?? ?????? ??? ????? ????? ?????? ???
.?????? ?????? ??????
4.18 0.614 83.6
????? ?????? ?????? ? ??????? ??????? ???? . 4.11 0.682 82.2
. ?????? ?????? ??? ???????? ???? ????? ??? 3.91 0.793 78.2
????? ?????? 4.19 - 83.888
?????? ) ??? 4 ???????? ????????? ?? ??????? ??????? ?????? ????????? ??????????
?????? ??????
:???????? ?????? ?? ??????? ?????? ????? ????? ?? ?????? ?????? ???
?????? ???????
???????
???????
????????
???????? ????
? ???? ????? ???? ??????? ?????? ????
????? .
2.58 1.158 51.6
?? ????? ???? ?????????? ???????? ??? ?
?? ??? ????? ???? ?? ???????
. ??????
2.49 0.843 49.8
??????? ?????? ?????? ????? ??? ?????
. ?????? ?? ??????
2.16 0.737 43.1
. ???????? ???? ????? ????? ?????? ???? 2.04 0.824 40.9
???? ?? ????????? ???????? ?????? ?
. ????? ?? ?????? ???????? ??????
1.98 0.839 39.6
??????? ????? ???? ?????? ?????? ????
. ???????? ??? ??????
1.91 0.793 38.2
??? ?????? ????? ????? ????? ?????
.?????? ????????
1.89 0.910 37.8
???? ???? ??? ??????? ??? ???? ????
?? ????????? ????? . ????? ?? ?????
1.80 0.661 36.0
????? ?????? 2.11 - 42.1
90 ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92
?????? ) ??? 5 ?? ??????? ??????? ?????? ????????? ?????????? ???????? ?????????
?????? ??????
:??????? ?????? ????? ????? ???? ???? ???????
?????? ???????
???????
???????
????????
??? ? ? ???????
. ??????? ???????? ??? 2.87 1.120 57.3
. ????? ?? ??????? ?? ?????? ???? 2.73 0.963 54.7
????? ???????? ?????????? ????? ???
??????? ???? ????? ?????? ??? ????? ?????
. ?????? ????? ???
2.64 0.981 52.9
. ?????? ????? ?????? ???????? ?????? 2.62 1.051 52.4
??????? ??? ??????? ?????? ??? ???????
. ?????? ???? ?? ??????
2.58 1.118 51.6
???????????? ??????? ???????? ????? ???
. ??????
2.53 0.991 50.7
. ???????? ?????? ???????? ?????? ???? 2.47 0.894 49.3
??? ?? ????????? ???????? ????? ???
.?????? ??????
2.47 1.140 49.3
?? ??????? ??????? ???? ?? ?????? ????
.??????? ?? ?????? ???? ????????
2.42 0.965 48.4
. ?????? ??????? ???????? ?? ?????? ?????? 2.38 0.860 47.6
????? ?????? 2.57 - 51.4
?????? - 6 ? ??????? ?????? ? ?????? ????? . ????? ??????? ????? ?????
???????? ? ?????? ???? ?????
??????
???????? ?
14.37 44 0 1.96
œ ? 05
?????? - 7 ??????? ??????? ????? ?????? ??????? ?????? ? ?????? ????? .
???????? ? ?????? ???? ?????? ????? ???????? ?
18.485 44 0 1.96
œ ? 05
?????? - 8 ??????? ??????? ????? ?????? ??????? ?????? ? ?????? ????? .
???????? ? ?????? ???? ?????? ????? ???????? ?
-3.84837 44 0.000 1.96
œ ? 05 .
?????? - 9 ?? ????? . ??????? ??????? ????? ?????? ??????? ?????? ? ????
???????? ? ?????? ???? ?????? ????? ???????? ?
-11.2719 44 0.000 1.96
œ ? 05
?????? 10 . ????? ?? ???? ????? ?????? ???????? ??????? ? ????? ??????? ?????? ?
? ???? ????
??????
?????
??????
????? ????? ???????
???????
???????
????????
0.086 43 0.452 ??? 36 3.26 0.244
???? 9 3.19 0.240
œ ? 05
?????? 11 ????? ?????????? ???????? ?????????. ??????? ?????
?
???? ??????? ?????? ????
??????? ????? ????? ??????? ??????? ???????? ???????
?? 20 - 30 18 3.31 0.249
?? 31 - 40 18 3.18 0.208
?? 41 - 50 6 3.27 0.293
?? ???? 50 3 3.15 0.294
??????? 45 3.24 -
?????? 12 ???? ?????? ??????? ????? ????? . ??????? ??????? ????? ?? ?????? ????? ??
?????
????????
????
??????
?????
????????
????
?
?????
??????
???
?????????
0.195 3 0.065 1.116 0.354
????
?????????
2.391 41 0.058
??????? 2.586 44
œ ? 05 .
?????? ?????? ????? ??????? ??????? ???????? ???????
???? ?????? 1 3.48 .
????? 4 3.24 0.137
????????? 37 3.22 0.248
??????? 3 3.52 0.075
Total 45 3.24 -
ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92 91
?????? 13 ? ????????? ?????????? ???????? ?????????. ?????? ??????
?
???? ??????? ?????
?????? 14 ??? ?????????? ???????? ?????????. ??????? ???????
?
???? ??????? ?????? ??????
??????? ??????? ????? ??????? ??????? ???????? ???????
??? ???? 15 3.35 0.296
???? 12 3.13 0.141
??? ???? 18 3.23 0.219
??????? 45 3.24 -
?????? 15 . ?? ?? ?????? ????? ?????? ?????? ??????? ????? ????? ??????? ??????? ???
?????
????????
????
??????
?????
????????
????
?
?????
??????
???
?????????
0.324 2 0.162 3.009 0.060
????
?????????
2.262 42 0.054
??????? 2.586 44
œ ? 05
?????? 16 ??? ?????????. ?????? ????? ????
?
???? ??????? ?????? ????????? ?????????? ?????
?????? ????? ??? ????? ??????? ??????? ???????? ???????
?? 5 - 10 ????? 10 3.26 0.150
?? 11 - 15 ??? 10 3.21 0.250
?? ???? 15 ??? 15 3.27 0.303
??????? 45 3.24 -
?????? 17 ? ????? ????? . ??????? ??????? ????? ?? ?????? ????? ?????? ?????? ??????
?????
????????
????
??????
?????
????????
? ????
?????
??????
???
?????????
0.030258 3 0.0101 0.1618
0.9214
????
?????????
2.555867 41 0.0623
??????? 2.586125 44
œ ? 05 .
?????? 18 ??? ???????? ????????? : ?????? ?????? ???? ??????? ?????? ????????? ???????
?????? ?????? ????? ??????? ??????? ???????? ???????
?? 501 - 700 ????? 5 3.18 0.147
?? 701 - 900 ????? 10 3.17 0.190
?? 901 ????? 16 3.30 0.318
??????? 45 3.24 -
?????? ?????? ????? ??????? ??????? ???????? ???????
???? ?????? 1 3.48 .
????? 4 3.24 0.137
????????? 37 3.22 0.248
??????? 3 3.52 0.075
Total 45 3.24 -
92 ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92
?????? 19 ??????? ??????? ????? ?? ?????? ????? ?????? ?????? ??????? ????? ????? .
???????? ????? ?????? ???? ???????? ????? ? ???? ?????? ?????
????????? ??? 0.1237 3 0.0412 0.6865
0.5655
????????? ???? 2.4624 41 0.0601
??????? 2.5861 44
? ???? ?????? ?????
0.6865
0.5655
?????? ?????
0.5655
doc_291646291.pdf
This study aims to identify the role of the modern concept of total quality management (TQM) and how it
is applied by the middle management that links between senior management and clients in the most
important service sector: banks. It also aims to identify the middle management’s awareness and
understanding of the concept and importance of applying total quality management in commercial banks
operating in Jordan
ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92
Contents lists available at ScienceDirect
ScienceDirect
j our nal homepage: www. el sevi er. com/ l ocat e/ aebj
2214-4625/$ – see front matter ©2014 Holy Spirit University of Kaslik. Hosting by Elsevier B.V. All rights reserved.http://dx.doi.org/10.1016/j.aebj.2014.05.001
* Corresponding author. Tel.: 00962795613256
E-mail address: [email protected]
Peer review under responsibility of Holy Spirit University of Kaslik.
Conference Title
?????? ?? ??????? ?????? ????? ????? ?????? ?????? ??????? ???????? ????? ??? ?????
????? ?? ??????? ????????
Assessment of the Middle Administrative Leadership’s Awareness of the
Implementation of the Concept of Total Quality Management (TQM) in
Commercial Banks operating in Jordan
???????? ???? ???? .? *
????? ??????? ???????? ??????? ? ???????? ?????? ???? ???? ?????? ?????
Dr. Firas Mohammed Al Rawashdeh*
Associate Professor? Dean of the Faculty of Management and Finance? The University of Jordan? Aqaba? Jordan
82 ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92
A R T I C L E I N F O
Article history:
Received 09 March 2011
Received in revised form 26 June 2012
Accepted 11 July 2012
Keywords:
Concept of TQM
Importance of TQM
Application of TQM
Middle Management
Commercial Banks
??????? ????????? :
??????? ?????? ?????
??????? ?????? ?????
??????? ?????? ?????
?????? ??????
? ???????? ?????
A B S T R A C T
This study aims to identify the role of the modern concept of total quality management (TQM) and how it
is applied by the middle management that links between senior management and clients in the most
important service sector: banks. It also aims to identify the middle management’s awareness and
understanding of the concept and importance of applying total quality management in commercial banks
operating in Jordan . In general, the study found that there is a high awareness and understanding of the
concept of total quality management. Middle management is also fully aware of the meaning and
importance of total quality, but the role of middle management in the application of total quality
management in commercial banks was very low. There are obstacles hindering the application of Total
Quality Management. Therefore, the study recommended that middle management should be given the
opportunity to apply Total Quality Management, because the role of this management is executive and has
an important role in this area. There should be therefore a training plan with a timetable for all levels of
management in the bank, and the banks should provide effective communication channels to identify
customers’ needs, and create distinguished human relations among the staff. The workers should also be
involved in the formulation of the vision and message of the bank. The researcher also recommended that
there should be specialized administrative units interested in total quality management.
© 2014 Holy Spirit University of Kaslik. Hosting by Elsevier B.V. All rights reserved.
????
??? ???? ??????? ??? ???? ??? ??? ???? ???? ?????? ?????? ??? ?? ?????? ?????? ??????? ?????? ????? ?????? ?????? ????? ?????
????? ????? ?????? ?????? ?????? ??????? ??????? ????? ???? ??????? ????? ???? ???? ??? ?? ???? ??????????? ?????? ?????? ??????
??????? ????? ??? .????? ?? ??????? ???????? ?????? ?? ??????? ??? ???? ??? ?? ?????? ????? ?????? ????? ?????? ??? ???? ????
???????? ? ???? ??????? ?????? ?????? ????
?
????? ???? ? ???????? ?????? ?? ??????? ?????? ????? ????? ?? ?????? ?????? ??? ???
.
?
???
?
?????? ????? ??????? ?????? ????? ????? ???? ?????? . ??????? ????? ? ???? ?????? ?????? ?????? ????? ??? ?? ? ????? ?
??????? ?????? ? ? ??? ??? ???? ?????? ?????? ??? ???? ? .?????? ??? ?? ??? ???? ???? ???? ???? ??? ??????? ??? ????????? ?
???? ????? ?? ??? ? ??????? ????? ???? ?????? ?????? ???? ??? ?????? ???????? ??? ?????? ????? ????? ????? ?????? ???? ???
????? ?? ?????? ???????? ?????? ????? ?? ????????? ???????? ?????? ???? ???? ??? ???????? ??? ?????? ?? ?????? ?????
?????? ???? ?????? ??????? ?????? .
ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92 83
1 . ???????
?????????? ??????? ??????? ????????? ?????? ?????? ?????? ???? ??????? ?????? ????? ?????
??? .??????? ??????? ???????? ????? ???? ???????? ?????? ??? ??? ?????????? ?????????
?????? ?? ?????? ?????? ???? ???????? ????? ????? ???????? ??????? ?????? ????????
?????? ?? ???? ???? ??????? ??? ???? ???????? ?????? ?????? ????? ?????? ???? ??? ????????
?????? ????? ??? ??????? ???????? ?? ??????? ?????? ????? ????? .????? ???? ???????
????? ?????? ????? ?????? ???????? ??????? ?? ??????
?
???? ???? ???? ???? ?????? ???
???? ??????? ????? ??? ???? ????????? ?????? ????? ?? ??????? ??????? ?? ??????? ???????
???????? ???????? ?????? ???????? ??? ??? ??? ???? ?????? ????? ???? ????? ?? ????????
?? ??? ???????? ?? ??????? ??? ????? ??? ??? ?????? ??????? ??? ???? ???? .????? ???
??????? ????? ??? ????? ?????? ??? ???????? ?????? ????? ?????? ??????? ?????? ??????
??????? ???????? ??????? ????? ????? ??? ?? ??????? ??????? ??????? ??????? ?????? ??????
??????? ?? .??????
????????? ?????? ????? ???? ??? ??????? ???????? ?????? ??? ??????? ??? ?????? ?????
?? ?????? ??????? ??? ??????? ???????? ??????? ???? ???? ???? ???????? ?????? ?????? ????
??? ??????? .?
?????? ?????? ?????? ?????? ?????? ????? ??? ???? ?????? ??????? ?????? ????? ?????? ?
??????????? ???????? ???? ?????? ?????? ?????? ?????? ?? ?????? ?????? ?????? ????
?????? ????? ??? ???? ???? ????????? ????? ????? ???? ???? ?????? ???????? ???????
?? ????? ????? ???? ?????? ??????? ??? ???????? ??? ???? ?????? ?????? ?????? ????
???????? ??????? ??????? ?? ??????? ???????? ?????? ?? ??????? ?????? ????? ?????? ???????
???????? 21
?
???? ? ??????? ????? ) 2011 ( ] 1 [ .
2 . : ??????? ?????
??? ?????? ??????? ?? ??? ????
?
????
?
???? ????? ???????? ?????? ???? ?? ??????? ?????? ??
???? ???? ???????? ???????? ???????? ?? ??????? ?? ???? ??? ??? ???? ??? ????
?????? ?????? ????? ??? ?????? ??????? ??? ???? ??? ???? ???? ??????? ???????
??????? ?????? ????? ?????? ??????? ????? ????? ????? ? ????? ?? ??????? ???????? ?????? ??
:??????? ???????? ?? ?????? ??? ??
? ???????? ?????? ?? ??????? ?????? ????? ?????? ?????? ??????? ???????? ????? ????? ?? ??
???? ????? ????? ?????? ??????? ???????? ????? ????? ?? ?? ? ???????? ?????? ?? ??????? ??
?????? ?? ??????? ?????? ????? ????? ???? ???? ???????? ?????? ??????? ???????? ???? ??
? ????????
?????? ????? ?????? ?????? ???????? ???????? ??????? ?????? ??????? ???????? ??? ??
????????? ?????? ?? ???????
?? ?? ?????? ?????? ??????? ???????? ????? ??? ?? ???? ???????????? ??????? ?? ????
????????? ?????? ?? ??????? ?????? ????? ??????? ????? ? ??????
3 . : ??????? ?????
?? ?????? ?? ????? ??? ???????? ???? ?? ???????
?
???? ??????? ?????? ????? ????? ?????
????? ?? ?? ? ???? ??????? ???????? ?? ??????? ?????? ????? ????? ?????? ??????? ???? ?
????? ???????? ?????? ?????? ???? ???????? ????? ?? ?????? ??? ?? ??????? ?? ?????
???? ??? ?? ?????? ?? ??? ?????? 1950 - 1980 ???? ??????? ??????? ??????? ???? ???? ??
?? ???? ?? ??????? ??????? ?? ???????? ????? ??????? ??? ?? ???? ??? ?????????? ???
?????? ??? ???? .???????? ??????? ?????? ?????? ??????? ????????? ???? ??? ????? ???
?????? ????? ???? ??? ) ??????? ?????? ????? ????? TQM ( ??????? ?????? ?? ????? ????
??? ??? ? ????????? ?????? ??????? ???? . ?????? ????? ??????? ???? ??????? ????? ??????
????? ?????? ??
?
?????? ??????? ???????? ?????? ????? ???? ???? ? ?????? ???? ?? ?????
?????? ????? ?????? ??? ???????? ??????? ?? ??????? . ???? ?????? ?? ?????? ?????? ?? ???
???????? ??????? ???? ????? ??? ?????? ?????? ?? ?????? ????? ?????? ??? ??? ?????? .
?? ???? ? ) ????? ??????? ???? ??? ??? ???? ?? ISO ( . ?? ?????? ?? ????? ?????? ??????
???? ????????? ?? ????????? ???????? (Crosby) ??? ???? ???? ????? ?? 1979 ?? ??????
) ?????? Quality Free ( ? ??????? ????? ?? ????? ??????? ?????? ?????? ?? ???? Crosby ?
1979 [2] . ??? ????? ] 3 ) [ Deming ? (1986 ??? ?????? ?? ??? ?? ????? ????
??????????? ??????? ?????? . ??? Joseph M. Juran ????? ???????? ????? ?? ???? ? ????? ????? ?
?????? ? ??????? ????? ????? ??? ?? ?????? ?????? ?????? ?? ?????? ???? ? ????? ??
??? ???????? . ?????? ??????? ????? ??? ????? ????? ???? ??? ??? ????? ?? ?? ??
?? ????? ??? Deming ?????? ??? ??? ??? ?? ??????? ???? ??? ?????? ???? ??
??? .???????? Armand Feigenbaum ? ?????? ??? ??? 40 ???????? ???????? ?????? ?????
Hiezer and Render ? (2006) [4] . ?? ?? ?????? ??? ???? ?????? ?? ???? ???? ???
?? ????????? ???????? ?? ???? ??? ? ?? ???????? ???? ????? ??? ???? ?? ? ??? ??? ????
) Team Work ( . ???? [5] Bank ? (2000) ???????? ????? ?????? ???? ??? ??????
??? ???????? ?????? ??????? ?????? ????? ????? ???? ?????? ????? .?????? ???? ???? ??????
????? ????? ????? ???? ?? ??? ??? ?????? ???? ??????? ?? ???????? ??????? ?????? ????? ?? ??
?????? ?? ????? ??????? ??? ???? ??? ? ?????? ????? ?????? ?????? ?????? ????? ?????
???????? ?????? ?? ??????? .
???????? ?????? ?? ??????? ?????? ????? ????? ????? ??? ?????? ?? ??????? ????? ??? ????
??? ?????? ?????? ????? ??? ?????? ?????? ?? ???? ?? ??? ???? ????? ????????? ??? ??? ?
????? ?? ?????? ?? ????? ??? ??????? ??????? ???? ???
?
???? ???? ?????? ?????? ??????
?? ??????? ?? ???? ????? ?? ????????? ????? ????????? ????? ??????? ?? . ??????
?
????? ?????
??????? ?????? ??? ?? ???? ? (???????? ??????? ) ??????? ?? ??????? ???????? ?????? ??? ???? ?
???????? ???? ?? (??????? ??????) ??????? ???????? ???????? ???????? ??? ??? ???????
??? ???????? ??????? ?????? ?? ?????? ??????
?
?????
?
???? ???? ????? ???? ????? ??? ????
??? ??? ?????? ?????? ??????? ????? ?? ?????? ??? ?????? ? ?? ?? ??? ?????? ???? ?? ???
?????? .???????? ????? ???? ???? ??????? ?????? ?????? ????? ?? ?????
??? ???????? ????? ?? ??????? ??? ????? ????? ???????? ?? ??? ????? ?????? ?????? ?
??? ??????? ???? ??? ????? ?? ??????? ??? ????? ?? ????? ?? ???? ? ? ????? ????? ??
.??????
4 . : ??????? ?????
??????? ??? ???? ? ??????? ?????? ??????? ?????? ????? ?????? ?????? ????? ?????? ??? ???
???? ?????? ??? ?? ???? ???? ??? ?? ???? ??????????? ?????? ?????? ??? ???? ???? ??
??? ????? ??? . ) ??????? ??????? TQM ??????? ??????? ???? ?????? ??? ??????? ??? ???? (
?????? ??? ?????? ???? ?????? ????? ?? ?????? ??? . ??????? ??????? TQM ?????? ??????
?????? commitment Management ???????? ???????? ???? ????? ???????? ???? ??
?????? ???? ?? ????? :??????? ?????? ?? ??????? ??? ????? ????? ???? -
??? ????? ?????? ?????? ??????? ??????? ????? ??? ??? ?????? ?????? ?? ??????? ???
???????? ? ? ? ??????? ??????? ????? ??? ????? ?? ????? ????? ????? ?????? ?? ??????? ????
???????? ?? ? ??? ????? ????? ??????? ??? ????? ???????? ?????? ?? ??????? ??? ?
? ???? ?????? ????? ??????? ???? ?????? ?? ???? ? ??????? ?????? ?????? ??????? ???
???????????? ???????? ??????? ?????? ????? ????? ? ? ?? ?? ????? ?? ???? ????? ??? ????
????? ????? ????? ???? ???? ??????? ???????? ?????? ?? ??????? ? ? ? ???????? ?????? ?????
??????? ?????? ?? ???????? ????? ???? ?????? ?????? .
5 . : ??????? ??????
???? ????? ??? ??? ???????? ?????? ?????? ?????? ?? ?????? :??????? ????
?????? ????? ?????? ???????? ?????? ?? ?????? ?????? ??? ????? ???? ? : ???????? ???????
.???????
?????? ????? ?????? ????? ???????? ?????? ?? ?????? ?????? ??? ???? ? : ?????????? ???????
??????? .
??? ??? ???? ? : ?????????? ??????? ?????? ?? ??????? ?????? ????? ????? ?? ?????? ???
. ????????
??????? ?????? ????? ?????? ??? ???? ?????? ?????? ?? ?????? ???? :????????? ???????
) ???? ????? ??? ??????? ???? ??? ???? ???? ? : ??????? ??????? ???????? ?????? ?? ?
= 0.05 ???? ????? ?? ( ???????? ?????? ?? ??????? ?????? ????? ?????? ?????? ?????? ?
??????? ??????? ????? ??? ??????? ?????? ?????? ???????) ???????????? ??????? ????
.(?????? ?????? ????????
6 . :??????? ?????? -
1.6 ??????? ???? : ????? ??? ??????? ???? ??? ??????? ?? ???? ??????? ????? ??????
:????
??? :???? ????? ? ???????????? ??? ???????????? ????????? ??? ???? ?????? ???????
????? ??? ???????? ??????? .?????? ?????????????
??? ?????? ????? ??? ????? ?? ????? ?????? ??????? ) ?? ???????? 31 ??? ????? ???? (
????? ????? ?????? ?? :
?????? ???? : ?????? ??????? ?????? ????? ?????? ?????? ?????? ????? ??? ) ?? 5 . ????? (
?????? ?????? : ??????? ?????? ????? ????? ????? ?????? ?????? ????? ??? ?????? ) ?? 8 (
. ?????
?????? ?? ???? : ???????? ?????? ?? ??????? ?????? ????? ????? ?? ?????? ?????? ??? ??????
84 ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92
1.33 =3\1-5 = ?????? ?????? – ?????? ??????
????????? ???
) ?? 8 . ????? (
?????? ?????? : ?????? ??????? ?????? ????? ????? ???? ???? ??????? ) ?? 10 .????? (
) ????? ????? ??? ?????? ?? ??????? ?? ??? Likert Scale ? ????? :??????? ( ????
) ??? ?????? 1 ) ?????? ????? ????? ( 2 ) ?????? ????? ????? ( 3 ) ?????? ????? ????? ( 4 (
) ??? ?????? ????? ????? 5 ???? ?????? ?????? ??????? ??? ??????? ?? ??????? ??? ??????? (
:??????? ???????? ??? ???????? ???????? ?????
:????? ???
????? :???? ?????
??? ??? ?????
???? ?????? ?????
?? ??????? 1 ???
2.33 ?? ?????? ?????? 2.34 ??? 3.67 ???? ?????? ????? ??? ??? ?????? ????? ?????
?? ???? ??????? 3.68
2.6 :??????? ????? ?????
????? ?? ??????? ?????? ??????? ????? ???? 27 ??? ????? ???
?
???? - 1 - ??????
?????? :?????? ????? ??? ??????? ???????? ???? 13 ???? ? ???? ???? 48.14 ?????? ??? ?? %
??????? ??? . ???????? ?????? ??? ?? ????? ? ???? ?? ???? ?????? ????? ????? 29.62 ?? %
?????? ??????? ????? ??? . ??????? ?????? ? ? ?? ???? ???? ????? ???? ??? 11.11 ????? ?? %
?????? ??????? . ?? ????? ????? ???????? ?????? ?????? ??? ????? ?? ???? ???
14.81 ???? % ??????? ?????? ??? ?? ????? 3.7 ???? ???? ????? % ?? ???? ?? ????? ??????
11.11 ?? ??????? ????? ?? % ?????? ????? ????? ??? ??? ???? ? ????? ??????? ????? ? ?
.??????? ?????? ?????? ?????? ????????
??? ? ??? ?? ?? ??????? ????? ? ???? ????? ??? ?? ??? ???????? ??? ???
????? ???? ????? ????? ?? ??????? ???????? ?????? ????? ??????? 21 ????
?
???? 13
?
??????
?
????
? ????? 8 ???? .?????? ???? ? ?????? ???? ?? ??????? ????? ???? .????? ?? ??????? ???????
? ?? ???? ??????? ???? ??? ?????? ???? ?????? ????? ???? ?? ??????? ????????? ?? ???
?????? ?????? . ???? ??? ???? ???????? ????? ??? ????? ???? ? ????? ????? ??? ???
?? ?? ??????? ??? ????????? ?????? ??? ????? ??
?
???? ?????? ??
?
????? ??????? ?? ???
????? ?? ???????? ????????? ?????? ???????? ??????? ????? ??? ??????? 70 ???? ?????? ???????
??? 55 ????? ?? ??????? 78.57 ??? ??? ???? ??????? ??? % 49 ????? ?? ??? ???????
65.33 ??? ?????? ?? % ???? ???? ?????? ? .??????? ??????? ????? ?????? ???? ???
???? ???? (???????? ???????) ?????? ?????? ??? ???????? ????? ?? ???????? ???? ???
???? ????????????? ???????? ?????? ??????? ???????? ??? ??????? ??? ???????? ??????
???? ????? ??????? ?????? ?????? ?? ??????? ???????? ??????? ?????? ?? ????? ???????
??? ???????? ???? ?? ???????? ???????
?
????? ????? ?????? ???????
?
???? ?????? ??????
???????? ??????? ?????? ????? ???? ?????? ????? ??? ?? ??????? ????? ???? ??????
???????? ?????? ???? ???? ??????????? ??????? ?? ???????? ?????? ?????? ????????? ???????
??????? ????? ??? ???????? ??????? ????? ??? ?? ????????? ?????? ????? ????? ?? ??????
???????? ????? ??? ?? ??????? ?????? ??????? ??? ?? ????????? ?? ?????????? ?????? ???? .
??????? /???????? ?? ????? ??? ?????? ?????? ??? ??????? ??? ???????? ??????? ????????
??? ????? ???????? ?????? ??????? (??????) ???????? ?? ???????? ?????? ??????? ???? ??????
?????? ??????? ????????? ??????? ?????? ??????? ?????? ???? ?????? ???? ????? ???????
?????? ????? ???? ???? ????? ?????? ????? ???? ??? ????? ?? ???? ?? ???? ?? ????????
???? encyclopedia of business (2010) [6] ???????? ????? ?????? ??????? ????? ????
??????? ????? ??????? ??????????? .??????? ??????? ??????? ????????? ?
???????? ???? ???? ???????? ??? ?? ??????? ?????? ??????? ??????? ??? ???? ?????
?????? ?????? ????? ??????????? ???? ??? ????????? ?????????? ???????????? ?????????
???? ???? ??????? ??????? ???? ??????? ????? ???????? ????? ?? ???? ??? ?? ] 7 [ Staehle
at el ? (1992) ???????? ?? ????? ???? ??? ??? ?????? ?????? ??? ??? ?????? ?????
??????? ??? ????????? ??????? ??? ?? ????????? ???????? ?? ????? ????? ??? ???? ????
???? ??????? ??? ?????? ?????? ????? ] 8 [ Rolf ? (2000)
3.6 :???????? ??? ??????
?? ??????? ?? ???????? ??????? ??? ??????? ???? ????????? ????????? ??? ?? ??????? ??
? ??????? ???????? ?????? ????? ???????? ??????? ??????? ?????????? ????????? ????? ??
.??????? ??? ?????? ????? ??????? ?????? ????? ????? ???????? ?????? ???????
? - ????? ?? ????????? ???????? ??????? 7 . :????????
???? ???????? ??????? ?????? ????????? ???????? ??? ?? ???? ???? ???????? ?????? ??
?????? ???????? SPSS ? ??? ?????? ? ???? ????????? ??? ?? ???????? ??????? ????
???????? ???? ???????? ???? ?????? ????? ???? ??????? ???????? ??????? ???????
?????????? ?????????? ?????? ??????? ????????? ?????????? ???????? ?????? ??????
?? ?????? (????) ??????? ???????? ?????? ??????? ?????????? ????? ??? ? ??????? ???
?? ??? ??????? ??????? ??? ?????? ?????? ???????? ??? ?? ????? ??????? ?????? ? ??????
.??????? ???????? ????? ?????? ?????? ???????? ???????? ??????? ? ???????
8 . ??????? ?????? ????? : -
?????? : -
? ??? ?????? ????? ?? ????????? ? ? ???? ?????? ?? ???? ????? ?? ??????
????? ??? ??? ??????? ????? ????? ??? ?? ???? ?????? ?????? ???? ????? ??????
?????? ??????? ????? ?????? ??????? ???????? ?????? ?????? ???? ???????? ?? . ??? ??? ??
???????? ???????? ?????? ??? . ??? ??? 1944 ?? ?????? ????? ???? ??? ??????? ????
?????? ??????? ??????? ?????? ???? ????????? ?????? ????????? ????? ??? ??????? ???
??? ??????? ???????? ??? ????? ????? ????? ?? ?????? ??? ??? ??????? ???? ??? ????
??? ??????? ??? ????? ??????? ????? ?? ???????? ??????? ????? ??? ??? ???? ??? ?? ??? ??
???????? ??????? ??????? ?????? ?????? ? . ?????? ????? ?? ???????? ??????? ??? ??? ????
??? ???? ??? .??????? 1980 ? ???????? ????? ???????? ?????? ??? ??????? ??? ?????
??? ?? ?????? ?????? .??? ????? ) 2005 ( ] 9 [ .
??? ??? ] 10 )[ Juran ? (1993 ???? ???????? ?????? ????? ??? ???? ??????
[11] ) Grosby ? (1992 ??????? ????????? ??? ?????????? ?? ???????? ??? ?? ?????? ???
2000 : 9000 ISO ?????? ?? ???????? ??????? ?????? ????? ???? ????? ?????? ???? ???
) .????? ???????? ISO 9000 .(
?? ????? ??????????? ????? ?? ??? ??????? ??? ??? ??????? ?????? ????? ?????? ?????? ???
??? ?????? ????? ??????? ?? ??? ???????? ??????? ???????
?
????? ???? ???? ??????? ?? ?
??????? ??????? [12] ) Robbins & Coulter ? (2005 . ????????? ???????? ???? ??? ???
????? ??? ????? ?? ????? ??????? ?????? ???? ???? ?????? ????? ???? ??? ??????? ??????
?? ??????? ????????? ?????? ???????? ????? ????? ???????? ???? ???????? ??????? ? .
????? ) 2009 ( [13] ??? ] 14 )[ Hashmi ? (2005 ????? ???? ??? ??????? ?????? ??? ???
??????? ??????? ???.????????? ??????? ????????? ??????? ???? ?????? ???? ?????? ?????? ?
???? ???? (???? ?? ????) ?????? ?????? ???????? ?????? ?? ??????? ?????? ??? ???? ???
?????? ????? ????? [15] ) Heizer & Render ? (2001 . ?? ?? ??? ???? ?? ???? Haar
& Spell ? (2006)[16] ?????? ?? ???? ??? ??????? ????????? ????????? ?? ????????
???.?????? ???????? [17] ) Stebbin ? (1986 ? ?? ??? ?? ?????? ???? ??? ?????? ?
????? ??? ??????? ?????? ??? ????? ??? ???????? ?????? ???????? ??????? ???????
???
?
????? .?????? [18] ) Bank ? (2004 ?????? ?????? ?? ?????? ???? ?? ?????? ???
.???????? ???? ???????? ?????? ?????? ?????? ??????
??? [19] ) Evans ? (2007 ??? ? ?????? ?????? ?????? ????? ????? ? ???? ?? ????? ?? ???????? ?
?????? ?????? ?????? ??? ??? ???? ???? ??? ???. ?????? ) 2010 ( [20] ???? ?????? ???
.?????? ????? ?????? ???? ??? ??????? ?????? ?????? ???? ??????? ????? ???????
????? ?????? ????? ?????? ???? ???? ????????? ??????? ?? ???? ???? ??????? ??? ??
? ??? ???????? ?????? ?????? ? ? :??? ???? ???? ????? ??? ????? ????? ??????? ?????? ?? ??? ?
?? ??????? ??? ???? ?????? ???????? ?????? ??????? ?????????? ????? ??????
???????? ??? ??????? ??????? ????? ? ? ?????? ???????? ?????? ??????? ?????? ???? ?????
??? ???????? ?????? ??? ? ???? ?????? ????? ??????? ?????? ??????? ????? ????
?
?????
??????? ?????? ?????? ????? ?? ???? ???? ?? ??????? ? ??? ?? ???? ???? ??????? ????
???????? ????? ?? ??? . ?????? ??? ) 1996 ( [21]
:??????? ???????? ?????? ??????? ?????? ????? ????? ?? ??????? ????? ????? ?????
????????? ??????? ????? ???? ??????? ???????? ? ???????? ?? ??????? ????? ? ????? ?????
?????? ??? ???? ???? ???? ?????? ??? ???? ???? ? ???? ??????? ???? ?????? ?????? ???
????? ?????? ??????? ???? / ???? ????????? ???????? ???? ???? ?????? ???????? ????
?? ??????? ??? ?? ????? ?????? ?????? ?????? ?????
?
????? ?????? ?????? ????? ?????
?? ???????? ?????? ?????? ? . ? ???? ???? ?????? ?????? ???? ????? ????? ????? ??? ??? ?
?????? ??????? ?????? ????? ??? ????????? ?????? ??????? ??????? ????? ?????? ???????
???? ??? ??? ???? ??? ??????? ??? ?? ??????? ?????? ???? ??? ??????? ???? ???????
??????? ??????? ??? ?????? ???? . ????????? ?????? ??????? ????? ??? ???? ?????
? .??????
??????? ?????? ????? ????? ?????? ??????? ????????? ??? ? ? ????? ?????? ????? ??
ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92 85
??? ?????? ???? ?????? ???? ?????? ??????? ?????? ?????? ????? ????? ??????? ??????
:???????? ????? ??? ?????? ????? ???? ????????? ??? ??? ???????? ??????? ?????? ?????? ???
? ?????? ??? ??????? ? ??????? ????? ????? ????? ? ??????? ??????? ????? ?????? ? ???? ????
?????? ? ?????? ???? ??????? ? ??????? ???? ?????? ????? ) 2008 ( [22] .
??????? ?????? ????? ????? ?????? ????? ???? ?? ????? : ??? ??????? ??? ) 1995 (
[23]
??????? ???? :?????
??????? ???? :???????
????? ?????? ???? :???????
:??????? ?????? ????? ???? ????? ??????
?? ??? ????? ?? ????? ??????? ????? ??? ?????? ??????? ?????? ????? ????? ????? ????? ?
??????? ??????? ?????? ????? ???????? ??????? ??????? ?????? ???????? ??????? ??????? ?????
????? ??????? ?????? ?? ???? ??????? . ?????? ????? ????? ???? ???? ??????? ??? ?????
: ???? ???????
. ??????? ????? ?? ????? ??????? ?????? ????? ????? ?????
. ?????? ??? ?? ??????? ??????? ???????? ????? ???
.??????? ?????? ????? ????? ??? ????? ??? ????? ?????
. ??????? ?????? ???? ???????? ??? ??? ?????? ???????
. ???????? ????? ?? ???????? ????? ?????? ?? ?????????? ?????? ?????
? ??? ??????? ?????? ??????? ?? ????? ???? ?? ??????? ???????? ??????? ???? ???????? ??
.?????? ?? ??? ??? ?? ????? ???????
?????? ???? ???????? ???????? ?????? ??? ?????? ?? ???? ???? ??????? ??????? ??????? ????
?? ???? ???? ???.??????? ?????? ????? ????? ???? ?? ??????? ??????? ????? ??????? ??
. ???????
:??????? -
???? ?? ????? ???? ????? ???? ??????? ????????? ???????? ???? ??????? ?????? ????
.????? ??? ?? ???????
. ????? ?????? ?????? ??? ?????? ???? ??????
????? ????? ????? ?????? ???? ??????? ?? ???????? ??????? ?????? ????? ??????? ????? ??
??????? ????????? ????? ??? ??????? ???? ?? ????? ?? ?????? ?? ???? ??????? ??????
.?????? ???? ???? ?? ??? ?? ?????
???????? :?? ???? ???? ?????? ??? ??????? ????? ????? :???????? ??????? ?????
?? ???????? ???????? ???????? .???????? ??????
:??? ??????? ???? ?????? ?????? ???????? ??????? ????
:????? ??????? ?????
. ??????? ????? ??? ??????? ????
????? ??? ??????? ???? ?????? ?? ?????? ?????????? ???? ??? ??? ????? ????? ?????
. ?????? ???????? ????? ????
:????? ?????
??? ?????? ????? ???????? ????????? ????????? ?????? ?????? ?????????? ?????? ??
. ????? ?? ????? ????????? ???? .??????
.????????? ??????? ????? ?????? ) 2006 ( [24]
9 . ??????? :???????
- ???? ?????? ????? : ??????? ?????? ????? ????? ??? ????? ?? ???? ??????? ?????? ????
?? ????? ?????? ????? ????? ??????? ????? ?????? ????????? ?????? ??????? ????????
??????? ????? ????? ???????? ???? ??????? ????? ???????? ???? . ?????? ???????? ?????
?????? ??? ????? : ??????? ?????? ????? ???????? ?? ????? ??? ?????? ?????? ?????????
. ??? ????? ?????
- ?????? ?????? ?????? ????? ??? ?? ??? ??? ?????????? ??????
?
???? ???? : ?????? ??????
??? ??????? ????? ?????? ???????? ???????? ?? ??? ???? ???? ????? ??????? ??????
????? ???????? ???? ????? ??????? ?????? ?????? ???? ????????????? ???????? ?????? ??
???????? ???????
?
????? ?????? ?? ???? ??? ??????? ?????? ?? ??????? ???????? ???????
.??????? ???? ??
Encyclopedia of Business ? (2010) [25]
- ??? ?????? ?? ???? ???????? ??????
?
?????? ????? ??????? ?? ?????? ???? ?????? ??" :?????
???? ?? ??? ?? ????? ??????? ????????? ????? ??? ??????? ???? :?? ???? ??? ??????
."?????? ???? ?????? ????? ) 2006 ( [26]
?????? ????? ? ?????? ?????? ?? ? ?????? ??? ?? ????? ??? ??????? ???? ???? ?????? : ??
. ?????? ?????? ?? ??????? ????? ??????? ????? ???? ??? ????????? ??????? ??????? ??????
10 . :??????? ????????
???????? ?? ??????? ?????? ?????? ????? ???? ??????? ???????? ?? ????? ????? ????
?????? ??????? ?? ? ???????? ??? ?? ???? ??????? ???????? ??? ???? ??? ? ????????
????????? ?????? ??? ?? ???? ????? ??? ?????? ?? ???????? ?????? ????? ?????? ????????
.
?
???? ???? ???? ??????? ??
????? [27] ) Al-shobaki ? at el ? (2010 ?????? ?? ??????? ?????? ????? ????? ???
?????? ?? ?? ? ??????? ?????? ?? ?????? ?? ?? ??? ??? ???????? ???? ?????? ?? ???????
?????? ?? ??????? ?????? ??? ??????? ??? ????? ??? ??????? ????? ?????? ?????? ??
? ???? ???????? ?? ?????? ???????? ?? ????? ?? ????? ??? ?????? ??? ?????? ??????? ???
????? ???????? ?? ???????? ?????? ?????????? ?????? ???????? ??????? ??? ????????
????????? ????? ???? ??? ??????? ?????? ?? ??????? ?????? ????? ????? ??? ???????
.?????? ??????? ??? ??????? ????????
????? ] 28 [ ) Naeem ? at el ? (2008 ????? ?????????? ???? ??????? ?????? ????? ???
?????? ???? ?? ??????? ?????? ????? ????? ????? ????? ??? ???? ????? ?????????? ?? ??????
???????? ?????? ????? ????? ??? ?????? ?????? ????? ?????? ??????????? ?????? ?????
???? ???? ?????? ??? ??? ???????? ?????? ????? ?????? ????????? ??????? ?? ?? ???????????
??????? ????? ?? ???????? ????? ???? ???????? ??? ??????? ????? ???????? ??????
.??????? ?????? ?????
????? ? ??????? ? ????? ) 2005 ( [29] ?? ??????? ???????? ????? ??? ??? ?????? ?????????
?????? ?? ???? ??? ??????? ????? ???.??????? ?????? ????? ?????? ?????? ???????? ??????
?????? ?????? ??????? ???????? ????? ??? ??? ?????? ??????? ????????? ?? ???????? ??????
???? ?????? ????? ????? ??????? ??? ????? ???? ???? ???????? ???????? ?????? ????
???? ??? ???????? ?????? ????? ????? ??? ??????? ???????? ?????? ????? ?????? ???????
??????? ????????? ????? ?? ???????? ??? ??????? ?????? ????? ?????? ??? ??? ?????? ??????
??? ???? ??? ?????? ????? ??? ???? ??? ??????? ?????? ????? ??????
?
????
?
??????? ???? ???
.????????? ??????? ?????? ??????
????? ???????? ) 2005 ( [30] ???? ??????? ?????? ????? ????? ????? ??????? ???? ?????
?????? ??????? ????? ??? ??????? ??? ??????? ??? ???? ??? ???????? ???????? ?????? ?? ??
??????? ????? ??? ????? ??? ?????? ??? ? ?????? ??????? ?????? ????? ???? ???????? ?????? ??
????? ?????? ????? ??????? ?? ??????? ?? ???? ?? ???? ????????? ?????? ?? ????????
??? ?? ?????? ??????? .???????? ???
?????? ?????? ?????? ??????? ) 2003 ( [31] ?????? ??????? ???????? ????? ??????
?????? ????? ??????? ?? ??? ??????? ?????? ???????? ?????? ??????
?
???? ??????? ???????
?? ?? ???
?
????? ???? ???? ??????? ?????? ???? ?? ?? ?????? ?????? ??? .?????? ????
?? ???????? ??????? ????? ????? ??????? ?? ???? ?? ???? ??????? ?? ??????? ??????
??????? ??????? ?????? ???? ?????? ??????? ??? ?????? ?????? ???????? ??????? ???
.??????? ?????? ???
?????? ?????? ? ) 2003 ( [32] ?? ??????? ?????? ????? ?????? ????? ????? ?????? ?????????
????? ???? ??? ??? ?????? ??? ?? ???? .??? ????? ??????? ????? ?? ??????? ??????
??? ?????? ?????? ??????? ??? ????? ??? ???? ?? ??? ???????? ?????? ????? ?????? ??????
????? ???? ???? ??? ??????? ????? ? ??????? ?????? ????????? ??????? :?? ???????? ???????
:?? ???????? ????????? ???? ??????? ?????? ?????? ?????? ????????? ??????? ??? ????? ???????
??? ???????????? ??????? ?????????? ?????? ???? ???????? ????? ??? ??????? ?? .?????
?????? ??????? ???? ???? ??????? ?????? ?????? ????? ????? ??? ??????? ???? ????
??
?
???? ????? ??????? ?????? ?????? ????? ????? ?????? ??????? ???? ????? ????????
?????? ??????? ???????? ?????? ?? ??????? ?????? ?? ??????? ????????? ??????? ????? ???? ??
. ?????? ??????? ????????
????? ???????? ?? ????? ????? ??? ) 2002 ( [33] ??????? ?????? ?????
???? ?? ??????? ?????? ?????? ?? ??????? ?????? ????? ???????? ?????? ??? ??????? ???
???????? ??????? ??????? ???? ?? ?????? ?????? ?? ?? ??????? ???? ????? ?? ????
???????? ?????? ????? ????? ?? ????? ??? ????? ???????? ???? ?? ??????? ??????? ???????
????? ??????? ???? ????? ????????? ??????? ???????? ??????? ?????? ??????? ??? ???? ????
??? ??? ?????? ???? ??? ?????? ???? ??????? ????? ?????? ?????? ????? ??? ??????? ?
.??????? ?????? ????? ?????? ????????
????? ??? ????????? ? ???????? ) 2002 ( [34] ?????? ????? ??? ??? ?????? ??? ???? ?????
????? ????? ??? ?????? ????? ??? ??????? ???????? ?????? ????? ?????? ????? ?? ????????
????? ???????? ?????? ?????? ??????? ????? ??????? ???? ??????? ?????? ??????? ??????
86 ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92
??? ??? ??? ???????? ???????? ????? ???? ???? ??????? ??? ??????? ????? ????? ????? ?
??????? ?? ???? ?? ???? ??????? ???? ?? ????? ????? ??? ??? ???????? ???????? ?????
.?????? ?????? ?????? ??????? ???????? ???????? ?????? ????? ???? ??? ??????? ????? ??
???? ??? [35] ) Ehigie & Akpan ? (2000 ???????? ????????? ????????? ??? ?????
???? ???????? ?? ?????? ?????? ??? ?? ??????? ?????? ????? ?????? ???????? ???? ????
?????? ?? ??????? ?????? ????? ????? ??? ???????? ??????? ?????? ????? ????? ??????? ?????
.??????? ??? ???????? ????????? ???????? ????? ?????? ??????? ??? ????? ??????? ?????
??????? ?????? ????? ?????? ?? ???????? ?? ??? ??????? ????? ??? ????????????? ?????????
.??????? ?????? ????? ??????? ??? ???????? ?? ??????? ?????
?
?????? ????
???? ] 6 3 [ Vermeulen and Edgeman ? (2000) ??????????? " ?????? ??????? ?????
??????? ??????? ?? ??????? ???????? ???????? ???? ?? ?????? ???? ?????? ?????? ?????
??????? ????? ??????? ?? ?????? ?????? ????? ?????? ?? ??????? ??????? ?????
?????? ?????? ????? ????? ?????? ????? ??????? ???? ?? ?????? ????? ?????? ??????
??????? .
? ???? ???? ) 1998 ( ] 37 [ ?????? ???? ???????? ??????? ???? ???? " ?????? ??????? ?????
??? ??????? ????? " ????? ?? ???????? ??????? ???? ???? ???? ?? ??????? ???????? ???
?????? ???????? ??? ???? ??? ???? ?? ???? ????? ?? ??????? ???????? ???????
??? ???????? ??????? ??? ?? ????? ??????? ???????? ??????? ???? ????? ?? ??? ???????
?? ????? ??????? ???? ?????? ???? ?????? ????? ?? ?????????
?
?????? ???? ?????? ?????
????? ?? ????? ?? ???? ????? ?????? ?????? ????? ????? ???????? ??????? ?? ??????
.???????? ????? ?? ???????? ????? ?? ?????
:????? ?? ??????? ??? ???? ??? ??????? ???????? ????
???? ??????? ???????? ???? ? ? ???? ?????? ?????? ????? ??? ????? ????
?????? ??? ?????? ?? ????? ???? ????? ??? ??? ???? ??????? ??? ???? ???????? ??????
?????? ?? ??????? ??? ??????? ???????? ?????? ?????? ??? ????? ?????? ????? ????? ??????
.?????? ?????? ??? ?? ??? ???? ???? ??????????? ?????? ??????
11 . ??????? ????? :
1.11 ??????? ????????? :
?????? ??? ?? )??? 1 ?????? ?? ( :????? ??? ??????? ???? ????? ????? ?? ????
) ?????? ???? ???? :????? 73.4 ) ????? ????? ?(% 26.6 .(%
) ??? ?? ??????? ??????? ????? ?? ?? ??????? ???? ????? ???? :????? 20 - 40 ?? (
?
???? ???? ?
) ?????? 73.46 .(%
???? ??? ???????????? ???? ??? ???????? ?? ?? ??????? ???? ????? ???? :?????? ??????
) ?????? 77.55 .(%
) ??????? ???? ????? ????? ????? ???? ???? :??????? ??????? 32.7 ?????? ????? ?(%
) 26.5 ) ?????? ?????? ?(% 40.8 .(%
?????? ????? ??? ?? ??? ???? ????? ??? ??????? ???? ????? ???? ???? : 5 ?????
) 24.49 ) ??? ?? ?????? ???? ????? ?? ????? ?(% 5 - 10 ) (????? 24.49 ??? ???????? ?(%
) ??? ?? ???? ????? 11 - 15 ) (??? 20.4 ) ?? ?????? ???? ?? ???? ???? ????? ??(% 15 (???
) 30.62 .(%
?????? :?????? ?????? ?? ??????? ??????? ???? ??? ?? ??????? ???? ????? 900 ??? ??????
) ?????? ???? 32.65 .(%
: ??????? ????? ????? :
?
?????
:??????? ?????? ????? ?????? ?????? ?????? ????? ??? :???? ??????
?????? ??? ?? ) ??? 2 ?????? ?? ( ??? ?? ??????? ??????? ???? ?? ???? ???? ??????? ?
) ??? ?? ?????? ??????? ?????? ??????? ??? ???? ?? 3.98 - 4.29 " ?????? ???? ??? ?(
??? " ??????? ?????? ??? "??????? ?????? ????? ????? ?? ??????? ???????? ?????? ?????
?????? ????? ?? ?????? ??????? ????? ?????? ???????? ????? ?????? ?????? ??? "???????
) ????? ?????? ???? ??????? 4.10 .?????? ????? ????? ??? (
2.11 :??????? ?????? ????? ????? ????? ?????? ?????? ????? ???
?????? ??? ?? ) ??? 3 ?????? ?? ( ?????? ??????? ???? ?? ??????? ??????? ???? ?? ????
?????? ?????? ??????? ??? ???? ?? ) ??? ?? ?????? ? 3.91 - 4.44 " ?????? ???? ??? ?(
?????? ??? "????? ????? ????? ????? ?? ?????? ???? ????? ???? ??????? ?????? ????? ?????
) ????? ?????? ???? ??????? ??? "?????? ?????? ??? ???????? ???? ????? ??? " ??????? 4.19 (
.?????? ????? ????? ???
3.11 :???????? ?????? ?? ??????? ?????? ????? ????? ?? ?????? ?????? ???
?????? ??? ?? ) ??? 4 ( ???? ?? ?????? ??????? ???? ?? ??????? ??????? ???? ?? ????
) ??? ?? ?????? ????? ?????? ??????? ??? 1.80 - 2.58 ???? ????? " ?????? ???? ??? ?(
??????? ?????? ????? ??? ??????? ??? ???? ???? " ??????? ?????? ??? " ????? ????
) ????? ?????? ???? ??????? ??? " ????? ?? ??????? ????????? ????? ???? ???? 2.11 ??? (
.???? ????? ?????
4.11 :??????? ?????? ????? ????? ???? ???? ???????
?????? ??? ?? ) ??? 5 ?????? ?? ( ??? ?????? ??????? ???? ?? ??????? ??????? ???? ?? ?
) ??? ?? ?????? ????? ?????? ??????? ??? ???? ?? 2.38 - 2.87 " ?????? ???? ??? ?(
??? " ?????? ??????? ???????? ?? ?????? ?????? " ??????? ?????? ??? " ??????? ???????? ???
) ????? ?????? ???? ??????? 2.57 ?? ( .???? ????? ????? ?
12 . ???????? ??????
?????? ????? ?????? ???????? ?????? ?? ?????? ?????? ??? ????? ???? ? : ???????? ???????
???????.??????? ?????? ??? ????? ??????? ????? ? ??????) ???????? ? - )??????? ?????? (? One
sample t-test ?( ??? ???? ??? ?? ) 6 ?????? ?? ( ???? ???? ???????? ? ???? ?? ????
) ?? ??? ???? ????? ??? ???????? ? ?? 0.05 ?????? ??? ????? ???? :??? ??? ??? ?(
. ??????? ??????? ???? ??? ??????? ?????? ????? ?????? ???????? ?????? ?? ??????
??? ?????? ??? ???? ? : ?????????? ??????? ?????? ????? ?????? ????? ???????? ?????? ?? ???
??????? . ??? ??????? ??????? ????? ??????? ???????? ??????) ???????? - ??????? ?????? (?
) One sample t-test ?( ) ??? ???? ??? ?? 7 ?????? ?? ( ???? ???????? ? ???? ??
? ???? ????? ??? ???????? ? ?? ???? ???? ) ?? ?? 0.05 ?????? ??? ???? :??? ??? ??? ?(
. ??????? ??????? ???? ??? ??????? ?????? ????? ?????? ????? ???????? ?????? ?? ??????
:?????????? ???????
??????. ???????? ?????? ?? ??????? ?????? ????? ????? ?? ?????? ?????? ??? ???? ?
????? ??????? ????? ?????? ??? ?? ? ??????) ???????? ? - ??????? ?????? (? t-test One sample
) ??? ???? ??? ?? 8 ?????? ?? ( ??? ???????? ? ?? ??? ???? ???????? ? ???? ?? ????
) ?? ??? ???? ????? 0.05 ????? ????? ?? ?????? ?????? ??? ???? ? ??? ??? ??? ??? ?(
?? ??????? ?????? ??????? ??????? ???? ??? ???????? ?????? .
??????? :?????????
?? ??????? ?????? ????? ?????? ??? ???? ?????? ?????? ?? ?????? ????
? ??????.???????? ?????? ?????? ??? ??????? ??????? ???? ? ??????) ???????? ? - ?????? (?
) ??????? One sample t-test ?( ??? ?? ) ??? ???? 9 ?????? ?? ( ? ???? ?? ????
) ?? ??? ???? ????? ??? ???????? ? ?? ??? ???? ???????? 0.05 ???? ? ??? ??? ??? ??? ?(
??? ???????? ?????? ?? ?????? ?????? ??? ??????? ?????? ????? ?????? ??? ???? ??????
??????? ??????? ????? ??????? ????
? ??????? ) ???? ????? ??? ??????? ???? ??? ???? ???? ? :?????? ? = 0.05 ????? ?? (
??????? ???? ???????? ?????? ?? ??????? ?????? ????? ?????? ?????? ?????? ?????
?????? ???????? ??????? ??????? ????? ??? ??????? ?????? ?????? ???????) ????????????
.(??????
.1 ????? ????? :
??? ????? ??????
?
???? ??????? ??????? ????? ??????? ???????? ???????? ??????? ? ??????
????????? ) ??? ???? ??? ?? 10 ?????? ?? ( ??????? ???? ??? ??? ?? ? ???? ?? ????
) ?? ??? ????? ??? 0.05 ? ????? ???? ?????? ???? ???? ? :??? ??? ??? ?( ?????? ?????
.????? ?????? ???? ?????? ??????? ?????? ????? ???????? ???????? ?????? ??
2 . :????? ?????
?????? ??????? ????? ?????? ?????? ??? ????? ??????
?
???? ? ? ?????? ?
?????? ??????
?
???? ????????? ?????????? ???????? ????????? ) ??? ???? ??? ?? 11 ( ??
?????? ???? ?? ??????? ?????? ??????
?
???? ??????? ???? ????? ???? ?????? ?????? ????
?? ??? ?????? ??????? ????? ?????? ??????? ?? ???????? ???? ??? ???????? ??? ???? ??? ????
?????? ?? ???? ) ??? 12 ?????? ?? ( ???? ???? ??? ??? ?? ? ???? ?? ???? ??? ???
) ?? ??? ????? 0.05 ?? ?????? ?????? ????? ???? ?????? ???? ???? ??? ??? ??? ??? ?(
.????? ?????? ???? ?????? ??????? ?????? ????? ???????? ???????? ??????
3 . :?????? ?????? ?????
?
?
???? ??????? ??????? ????? ?????? ????? ??? ?????? ?????? ????? ? ?? ??????
???????? ????????? ?????? ?? ???? ?? ??? ) ??? 13 ?????? ?? ( ?????? ???? ????
??? ???? ??? ???? ??????? ??????? ?????? ??????
?
???? ??????? ???? ????? ???? ??????
?? ???? ?? ??? ?????? ??????? ????? ?????? ??????? ?? ???????? ???? ??? ???????? ??????
) ??? 14 ?????? ?? ( ?? ??? ????? ??? ??????? ???? ??? ??? ?? ? ???? ?? ????
ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92 87
) 0.05 ???????? ?????? ?? ?????? ?????? ????? ???? ?????? ???? ???? ??? ??? ??? ??? ?(
.?????? ?????? ?????? ???? ?????? ??????? ?????? ????? ????????
4 . ??? ??????? ????? :????
??
?
???? ??????? ??????? ????? ?????? ?????? ??? ??????? ??????? ???? ? ?
???? ?? ??? ???????? ??????? ??????
?
???? ????????? ?????????? ???????? ????????? ??????
?????? ?? ) ??? 15 ?????? ?? ( ??????? ???? ????? ???? ?????? ?????? ???? ?????? ????
?? ???? ??? ???????? ??? ???? ??? ???? ??????? ???????? ??????? ??????
?
?? ?? ????????
?????? ?? ???? ?? ??? ?????? ??????? ????? ?????? ??????? ) ??? 16 ?????? ?? ( ???? ?? ????
) ?? ??? ????? ??? ??????? ???? ??? ??? ?? ? 0.05 ???? ???? ??? ??? ??? ??? ?(
?? ?????? ??????? ?????? ????? ???????? ???????? ?????? ?? ?????? ?????? ????? ???? ????
.??????? ??????? ?????? ????
5 . :?????? ????? ??? ?????
???
?
???? ??????? ??????? ????? ?????? ?????? ??? ?????? ????? ??? ??? ? ?
? ?????????? ???????? ????????? ?????? ???? ?? ??? ??????? ????? ??? ??????
?
???? ????????
?????? ?? ) ??? 17 ?????? ?? (
?
???? ??????? ???? ????? ???? ?????? ?????? ???? ????
??????? ?? ???????? ???? ??? ???????? ??? ???? ??? ???? ??????? ??????? ????? ??? ??????
? ?????? ??????? ????? ?????? ?????? ?? ???? ?? ?? ) ??? 18 ?????? ?? ( ? ???? ?? ????
) ?? ??? ????? ??? ??????? ???? ??? ???? 0.05 ?????? ???? ???? ??? ??? ??? ??? ?(
???? ?????? ??????? ?????? ????? ???????? ???????? ?????? ?? ?????? ?????? ????? ????
.?????? ????? ??? ??????
6 . ???? :?????? ?????? ?
?
???? ??????? ??????? ????? ?????? ?????? ??? ?????? ?????? ?????? ? ?????? ?
?? ??? ?????? ??????? ????? ??? ??????
?
???? ????????? ?????????? ???????? ?????????
?????? ?? ???? ) ??? 19 ?????? ?? ( ???? ????? ???? ?????? ?????? ???? ????
?
???? ???????
??????? ?? ???????? ???? ??? ???????? ??? ???? ??? ???? ??????? ??????? ?????? ??????
?????? ?? ???? ?? ??? ?????? ??????? ????? ?????? ) ??? 20 ?????? ?? ( ? ???? ?? ????
) ?? ??? ????? ??? ??????? ???? ??? ???? 0.05 ?( ???? ??? ??? ??? ??? ?????? ????
???? ?????? ??????? ?????? ????? ???????? ???????? ?????? ?? ?????? ?????? ????? ????
?????? ?????? ?????? ? ) ??? ?? ??????? ????? ?? ?????? ????? 20 - 40 ??? ( ? 73.46 %
) ??????????? ???? ??? ?????? ??????? 77.55 (% .
13 . ??????? ????? : -
? ????? ??????? ??????? ??? ?????? : -
1 . ??? ?????? ???? ?? ?????? ?? ?? ?????? ?? ???????? ???? ??? ?????? 73.6 .%
2 . ?????? ????? ?????? ??? ???? ???? ??? ???? ??? ??????? ????? ???????? ????????? ???
(???? ??????? ?????) ????? ?????? ??? ?? ??????? ?????? ????? ?????? ???? 4.1 ???? ????
?????? ????
?
????? ???? ???????? ?????? ?? ?? ?????? ?????? ?? ???????? ???? ?? ???
??????? ?????? ? ????? ??? ????? ??? ????? ?????? ?????? ??? ??????? ????? ??? ?????
? ???? ??? ??????? ?????? ????? ????? ????? ?????? ?????? ??????? ???? ????? ??????
4.19 ????? ????? ????? ??? ??? ???? ???? ??? ? ???? .?????? ????? ???? ???? ????
????? ???????? ????? ??????? ??????? ??? ?? ??????? ???? ?? ???? ??? ??????? ???????
?? ? ? ??? ???????? ? ?? ???? ???? ???????? ? ???? ?? ????????? ?? ??? ???? ????
) 0.05 ????? ?????? ???????? ?????? ?? ?????? ?????? ??? ????? ???? :??? ??? ??? ?(
????? ?????? ????? ???????? ?????? ?? ?????? ?????? ??? ????
?
????? ??? ??????? ??????
??????? ?????? .
3 . ?????? ??? ???? ????? ???? ?? ? ?? ?????? ???? ?????? ?? ??????? ?????? ????? ????
???????? ? ?????? ??? ????? ????? ??? ??????? ??????? ??? ??
?
???
?
?????? ???? 2.11 . ????
?? ???? ???? ??? ? ?????? ?????? ?? ? ? ?? ?? ???? ???? ? ??????? ?????? ????? ? . ????
?????? ?? ?????? ? ??? ???? ????????? ?????? ??? ??? ?????? ??? ?? . ?? ??????? ??????? ?????
??????? ??? ??? ???? ? ????????? ????? ???? ???? ??? ??????? ??? ???? ????
????? ?? ????? ??????? ????? ?? ??????? 1.80 . ???????? ??????? ? ????? ????? ????
? ????? ??????? ?????? ???????? ??? ?????? ????? ??? ? ????
?
??? 1.89 ????? ???????
???????? ?? ?????? ????? ????? ?? ???? ???? ??????? ????? ???? ?????? ??????
????? ?????? ???????? ??? ?????? ??????? 1.91 . ? ???????? ?????? ???? ? ???????? ??????
???? ????? ?? ?????? ???????? ?????? ????? ?? ????????? ????? ??? ???? 1.98 .
???????? ? ?? ??? ???????? ? ???? ???? ??? ??????? ??????? ????? ??? ?? ??? ?????
) ?? ??? ???? ????? ??? 0.05 ????? ?? ?????? ?????? ??? ???? ? ??? ??? ??? ??? ?(
???????? ?????? ?? ??????? ?????? ????? .
4 . ????? ?????? ??? ??????? ????? ??????? ?????? ????? ????? ???? ?????? ????? ??????? ?
???? ?????? ????? ????? ?????? ???? ????? ??????? ??? ?? ?????? ??????? ???? ??????
) ??????? 2.57 ??????? ??????? ?? ???? ????
?
?????? ??? ??? ???? ????? ??? ??? (
???? ????? ????? ???? ?????? ????? ????? ?? ?????? ?????? ??? ???? ??????
) ?? ??? ???? ????? ??? ???????? ? ?? ??? ???????? ? ???? ???? ??? ??????? 0.05 ?(
?????? ?????? ??? ??????? ?????? ????? ?????? ??? ???? ?????? ???? ? ??? ??? ??? ???
?????? ???? ??? ???????? ?????? ?? ????? ??????? ??????? ???? ??? ??????? ? .
5 . ??? ??????? ???? ?????? ?? ?????? ???? ??? ?? ????? ???????? ??????? ????? ??? ??? ??
? ?? ?????? ???? ??? ??????? ? ?????? ?? ?????? ?????? ????? ???? ??????? ???? ????
?? ??????? ?????? ????? ???????? ???????? ???? ??????? ???? ?????? ?????) ???????????? ??
? ? ?????? ?????? ??????? ??????? ? .(??????? ?????? ????? ???
14 . ??????? ?????? : -
1 - ?? ????? ???? ?????? ?????? ???? ? ??????? ?????? ????? ? ??? ?? ?????? ??? ?
??? ???? ?????? ??? .?????? ??? ??
2 - ??? ????? ?? ??????? ????????? ????? ???? ???? ??? ??????? ??? .
3 - ????? ?????? ? ?????? ???????? ??? ?????? ????? ????? ????? .
4 - ?????? ?? ?????? ??????? ????? ???? ?????? ?????? ???????? ? .
5 - ?????? ? ????? ?? ?????? ???????? ?????? ????? ?? ????????? ??????? .
6 - ???? ??????? ?????? ?????? ???? ?????? ?????? ????? .
7 - ?????? ???? ??????? ?? ? ????? ? ?????? ??????? ???? ?????? ??????? ????? ? ? ?? ? ? ???
? ????? ????? ) ??? ????? ????? ??????? Six Sigma ( ??????? ?????? ??? ????? .
??? ????? ????? ??????? ???? ??????? ?????? ????? ?????? ????? ?? ?? ? ????
?????? ????? ??????? ?????? ? .
88 ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92
??????? ?????
] 1 [ ? ????? ?????? ?????? ? ????????? ????????? ? ) ?????? ??????? 2011 (http://www.cbj.gov.jo/uploads/banksys_ar.pdf
] 2 [ Crosby ? Philip B. Quality is Free: The Art of Making Quality Certain.
New York: New American Library ? (1979).
] 3 [ Derning ? W.E. Out of the Crisis: Quality ? Productivity and
Competitive Position. Cambridge University Press ? (1986).
] 4 [ Heizer ? J & Render ? B. ? Operations Management ? 10th edition ?
Prentice Hall. (200 6 ) PP 196-197.
] 5 [ Bank ? J. The Essence of Total Quality Management ? 2nd ed. Harlow ?
Pearson Education Ltd. (2000) ? PP 15-16.
] 6 [ Encyclopedia of Business ? (2010) 2nd ed.
] 7 [ Wolfgang ? Staehle and Frank ? Schirmer ? Low –level and Middle-Level
Management as The Recipients and Actors of Human – Resource
Management ? International Studies of Management and
Organization ? (1992) ? Vol. 22.
] 8 [ Rolf ? Bfumentriff ? The Role of Middle Management in the know
ledge-focused Service Organization ? Journal of Business Strategies
(2000).
] 9 [ ?????????? ????? ?????? ???????? ?? ??????? ?????? ????? ????? ????? ?????
??? ?????????? ) 2005 ( .
] 10 [ Juran ? J.M. ? Gryna ? F.M.Quality Planning and Analysis. Singapore.
Mc Graw-Hill.(1993)
] 11 [ Crosby ? P.B. Quality is Free: The Art of Making Quality Certain.
New York. Signet Books. (1992).
] 12 [ Robbins ? Stephen P & Coulter ? Mary ? Management ? 8th. ed. ?
Pearson Education ? Inc. ? Upper saddle River ? New Jersey ? 07458
(2005).
] 13 [ ? ????? ???? ? )????? ???? ??? .??????? ?????? ???????? ?????? ????? 2009 ( ? ?
105 - 106 .
] 14 [ Hashmi ? Khurram ? Introduction and Implementation of TQMhttp://www.isixsigma.com from goole.com Retrieved on
(30/9/2006).
] 15 [ Heizer ? J & Render ? B. ? Operations Management ? 10th edition ?
Prentice Hall ? (2001).
] 16 [ Haar ? Jarrod & Spell ? Chester ? Predicting Total Quality Management
in New Zealand: The mode rating effect of organizational size ?
European and Mediterranean conference on Inform. 545(EMCIS) ?
July 6-7 ? 2006 ? Costa Bosta ? Alicante ? Spain (2006).
] 17 [ Stebbing ? I. ? Quality Assurance: The Route to Efficiency and
Competitiveness (London: Ellis Hopwood Ltd. ? (1986).
] 18 [ Bank ? John ? The essence of total Quality Management (New Jersey:
Prentice-Hall ? Inc. (2004).
] 19 [ James R.Evans ? (2007) Quality and Performance Excellence:
Management ? Organization ? and Strategy South -Western College
Pub ? 5 editions .
] 20 [ ????? ?????????? ??????? ?????? ) 2010 ?? ??????? ?????? ????? ????? ???? ????? ?(
? ?? ???? ????? ??? ????? ????? ???? ??? ??????? ????? ???????? ???? ???? ?????
????? ???????? 45 .
] 21 [ ) ??????? ??? ???? ?????? ??? 1996 ?? ??????? ?????? ????? ?????? ?????? ?????? ?(
.??????? ????????? ????? ???????? ????????
] 22 [ ) ?????? ????? 2008 ????? ???? ??? . ???????? ?????? ??????? ?????? ????? ?(
] 23 [ ????? ??????? ??? ) ????? 1995 ???????? ????? ???? ???????? ?????? ????? (
?????? ???????? ???????? ???????? ?????? ???? 7 ????? ? 3 - 4 .
] 24 [ ) ?????? ?????? ???? ?????? 2006 . ?????? ????? ?? ???????? ???????? ?(
] 25 [ Encyclopedia of Business ? (2010) 2nd ed.
] 26 [ ) ?????? ?????? ???? ?????? 2006 . ?????? ????? ?? ???????? ???????? ?(
] 27 [ Alshobaki Salman ? Fouad Rami and Albashir Adnan ? (2010)
Implementation of Total Quality Management for The Banking
Section in Jordan ? Jordan Journal of Mechanical and Industrial
Engineering ? volume4 ? number 2 ? pp 304-313.
] 28 [ Naem ? Hummayoun ? Saif Iqbal and Qasim Salman ? Total Quality
Management- A recommended Strategy For The Pakistani Banking
Sector ? International Business& Economics Research Journal ?
Volume 7 ? Number 11 ? (2008) ? pp 49-54.
] 29 [ ??? ???????? ????? ? ??????? ???????? ?????? ?? ??????? ???????? ????? ??? ??
???????? ?????? ?????? ?? ???? ??? ??????? ????? ??????? ?????? ????? ?????? ??????
????? ???????? ????????? ?? 101 ) ? 2005 ( ? :? 41 - 42 .
] 30 [ ) ???? ???? ???????? 2005 ?? ??????? ?????? ?????" ?( ???? ?? ???? ???????? ??????? ? .
] 31 [ ) ?????? ??????? 2003
?
???? ??????? ??????? ?????? ??????? ???????? ????? ?(
????? ??????? ???????? ?????? ?????? 95 .
] 32 [ ) ????? ???????? ???? ??????? 2003 ?????? ????? ????? ?????? ??????? ????? ?(
?? ??????? ?????? ?? ??????? ?????? ????? ?????? ????? ???? ????? ??????? ?????
????? ????????? 2 ???? ? 30 :? ? 358 – 374 .
] 33 [ ) ??? ???? ????????? ???? ????? ??? 2000 ( » ?? ??????? ?????? ????? ???????
??????? ??????? ??????? ???? ?? ?????? ?????? « ?????? ????? ? ??????? ?????
? ?????????? ???????? ????? 4 ???? ? 16 :? ? 139 - 176 .
] 34 [ ) ?????????? ???? ????????? 2002 ??????? ????? ???????? ?????? ??????? ?????? ?(
???? ?????? ?????? ?????????? ?????? ???? ?????? ?? ???????? ??????? ???
.???? ?????
] 35 [ Ehigie ? Benjamin osayawe ? Ak Pan ? Regina clement (2005). Psycho-
social factors influencing practice of total quality management in
some Nigerianorgs ? Journal of management psychology ? vol 20 ? no ?
5 ? 2005 ? pp.355-379(25) retrieved on 1/11/2006.http://www.ingentaconnect.com
ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92 89
] 36 [ Vermeulen W ? and Edgeman R ? (2000) ? Continuous Improvement
Strategies in the Retail Banking Industry in South Africa ? Quality
Engineering ? 13 (2).
] 37 [ ) ????????? 1998 ?? ???????? ??????? ?????? ???? ???????? ??????? ???? ???? ?(
?????? ???? ?????? – ?? ???????? ?????? 25 ? ? 2 .
:?????? -
?????? ) ??? 1
???????????? ???????????
???? ??????? ???? ????? ?????
??????? ????? ??????? ??????? ??????
????? ??? 36 73.4
???? 13 26.6
????? ?? 20 - 30 18 36.73
?? 31 - 40 18 36.73
?? 41 - 50 8 16.32
?? ???? 50 5 10.2
?????? ?????? ???? ?????? 2 4.0
??? ????? ?????
????????
6 12.24
????????? 38 77.55
??????? 3 6.12
??????? ??????? ??? ???? 16 32.7
???? 13 26.5
??? ???? 20 40.8
?????? ????? ??? ?? ??? 5 ????? 12 24.49
?? 5 - 10 ????? 12 24.49
?? 11 - 15 ??? 10 20.4
?? ???? 15 ??? 15 30.62
?? ??? 500 ????? 16 32.65
?? 501 - 700 ????? 6 12.24
?? 701 - 900 ????? 11 22.24
?? ???? 900 ????? 16 32.65
??????? 49 100
?????? ) ??? 2
?? ??????? ??????? ?????? ????????? ?????????? ???????? ????????????? ??????
?????? ?????? ?????? ????? ??? :??????? ?????? ?????
?????? ???????
???????
???????
????????
???????? ????
????? ?? ??????? ???????? ?????? ?????
. ??????? ?????? ?????
4.29 0.727 85.8
?????? ???? ????? ?????? ?????? ???
. ????? ??? ?? ??????? ?????? ????? ?????
4.18 0.614 83.6
?? ????? ?????? ??????? ?????? ?????? ?
.??????? ??????
4.09 0.668 81.8
?????? ??????? ?????? ?????? ??? 3.98 0.69 79.6
. ??????? ?????? ????? ????? ???????
?????? ???????? ????? ?????? ?????? ???
?????? ????? ?? ?????? ??????? ?????
.???????
3.98 0.753 79.6
????? ?????? 4.10 - 82.044
?????? ) ??? 3
?? ??????? ??????? ?????? ????????? ?????????? ???????? ??????????????? ??????
:??????? ?????? ????? ????? ????? ?????? ?????? ????? ???
?????? ???????
???????
???????
????????
???????? ????
???? ???? ????? ???? ??????? ?????? ????? ?
. ????? ????? ????? ????? ?? ??????
4.44 0.586 88.8
???? ????? ???? ??????? ?????? ????? ?????
. ???????
4.24 0.83 84.8
???? ????? ???? ??????? ?????? ????? ?????
. ??? ?????? ????? ????? ?? ??????
4.24 0.857 84.8
?? ?????? ????? ??????? ?????? ????? ?????
??????? ????? ?? ??????? ???????? ?????
.???????
4.22 0.599 84.4
??? ???? ??????? ?????? ????? ????? ?????
.????? ??? ?? ????? ??????? ?????
4.2 0.661 84
?? ?????? ???? ?????? ?????? ??????
?? ?? ?????? ??? ????? ????? ?????? ???
.?????? ?????? ??????
4.18 0.614 83.6
????? ?????? ?????? ? ??????? ??????? ???? . 4.11 0.682 82.2
. ?????? ?????? ??? ???????? ???? ????? ??? 3.91 0.793 78.2
????? ?????? 4.19 - 83.888
?????? ) ??? 4
???????? ????????? ?? ??????? ??????? ?????? ????????? ???????????????? ??????
:???????? ?????? ?? ??????? ?????? ????? ????? ?? ?????? ?????? ???
?????? ???????
???????
???????
????????
???????? ????
? ???? ????? ???? ??????? ?????? ????
????? .
2.58 1.158 51.6
?? ????? ???? ?????????? ???????? ??? ?
?? ??? ????? ???? ?? ???????
. ??????
2.49 0.843 49.8
??????? ?????? ?????? ????? ??? ?????
. ?????? ?? ??????
2.16 0.737 43.1
. ???????? ???? ????? ????? ?????? ???? 2.04 0.824 40.9
???? ?? ????????? ???????? ?????? ?
. ????? ?? ?????? ???????? ??????
1.98 0.839 39.6
??????? ????? ???? ?????? ?????? ????
. ???????? ??? ??????
1.91 0.793 38.2
??? ?????? ????? ????? ????? ?????
.?????? ????????
1.89 0.910 37.8
???? ???? ??? ??????? ??? ???? ????
?? ????????? ????? . ????? ?? ?????
1.80 0.661 36.0
????? ?????? 2.11 - 42.1
90 ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92
?????? ) ??? 5
?? ??????? ??????? ?????? ????????? ?????????? ???????? ??????????????? ??????
:??????? ?????? ????? ????? ???? ???? ???????
?????? ???????
???????
???????
????????
??? ? ? ???????
. ??????? ???????? ??? 2.87 1.120 57.3
. ????? ?? ??????? ?? ?????? ???? 2.73 0.963 54.7
????? ???????? ?????????? ????? ???
??????? ???? ????? ?????? ??? ????? ?????
. ?????? ????? ???
2.64 0.981 52.9
. ?????? ????? ?????? ???????? ?????? 2.62 1.051 52.4
??????? ??? ??????? ?????? ??? ???????
. ?????? ???? ?? ??????
2.58 1.118 51.6
???????????? ??????? ???????? ????? ???
. ??????
2.53 0.991 50.7
. ???????? ?????? ???????? ?????? ???? 2.47 0.894 49.3
??? ?? ????????? ???????? ????? ???
.?????? ??????
2.47 1.140 49.3
?? ??????? ??????? ???? ?? ?????? ????
.??????? ?? ?????? ???? ????????
2.42 0.965 48.4
. ?????? ??????? ???????? ?? ?????? ?????? 2.38 0.860 47.6
????? ?????? 2.57 - 51.4
?????? - 6 ? ??????? ?????? ? ?????? ????? . ????? ??????? ????? ?????
???????? ? ?????? ???? ?????
??????
???????? ?
14.37 44 0 1.96
œ ? 05
?????? - 7 ??????? ??????? ????? ?????? ??????? ?????? ? ?????? ????? .
???????? ? ?????? ???? ?????? ????? ???????? ?
18.485 44 0 1.96
œ ? 05
?????? - 8 ??????? ??????? ????? ?????? ??????? ?????? ? ?????? ????? .
???????? ? ?????? ???? ?????? ????? ???????? ?
-3.84837 44 0.000 1.96
œ ? 05 .
?????? - 9 ?? ????? . ??????? ??????? ????? ?????? ??????? ?????? ? ????
???????? ? ?????? ???? ?????? ????? ???????? ?
-11.2719 44 0.000 1.96
œ ? 05
?????? 10 . ????? ?? ???? ????? ?????? ???????? ??????? ? ????? ??????? ?????? ?
? ???? ????
??????
?????
??????
????? ????? ???????
???????
???????
????????
0.086 43 0.452 ??? 36 3.26 0.244
???? 9 3.19 0.240
œ ? 05
?????? 11 ????? ?????????? ???????? ?????????. ??????? ?????
?
???? ??????? ?????? ????
??????? ????? ????? ??????? ??????? ???????? ???????
?? 20 - 30 18 3.31 0.249
?? 31 - 40 18 3.18 0.208
?? 41 - 50 6 3.27 0.293
?? ???? 50 3 3.15 0.294
??????? 45 3.24 -
?????? 12 ???? ?????? ??????? ????? ????? . ??????? ??????? ????? ?? ?????? ????? ??
?????
????????
????
??????
?????
????????
????
?
?????
??????
???
?????????
0.195 3 0.065 1.116 0.354
????
?????????
2.391 41 0.058
??????? 2.586 44
œ ? 05 .
?????? ?????? ????? ??????? ??????? ???????? ???????
???? ?????? 1 3.48 .
????? 4 3.24 0.137
????????? 37 3.22 0.248
??????? 3 3.52 0.075
Total 45 3.24 -
ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92 91
?????? 13 ? ????????? ?????????? ???????? ?????????. ?????? ??????
?
???? ??????? ?????
?????? 14 ??? ?????????? ???????? ?????????. ??????? ???????
?
???? ??????? ?????? ??????
??????? ??????? ????? ??????? ??????? ???????? ???????
??? ???? 15 3.35 0.296
???? 12 3.13 0.141
??? ???? 18 3.23 0.219
??????? 45 3.24 -
?????? 15 . ?? ?? ?????? ????? ?????? ?????? ??????? ????? ????? ??????? ??????? ???
?????
????????
????
??????
?????
????????
????
?
?????
??????
???
?????????
0.324 2 0.162 3.009 0.060
????
?????????
2.262 42 0.054
??????? 2.586 44
œ ? 05
?????? 16 ??? ?????????. ?????? ????? ????
?
???? ??????? ?????? ????????? ?????????? ?????
?????? ????? ??? ????? ??????? ??????? ???????? ???????
?? 5 - 10 ????? 10 3.26 0.150
?? 11 - 15 ??? 10 3.21 0.250
?? ???? 15 ??? 15 3.27 0.303
??????? 45 3.24 -
?????? 17 ? ????? ????? . ??????? ??????? ????? ?? ?????? ????? ?????? ?????? ??????
?????
????????
????
??????
?????
????????
? ????
?????
??????
???
?????????
0.030258 3 0.0101 0.1618
0.9214
????
?????????
2.555867 41 0.0623
??????? 2.586125 44
œ ? 05 .
?????? 18 ??? ???????? ????????? : ?????? ?????? ???? ??????? ?????? ????????? ???????
?????? ?????? ????? ??????? ??????? ???????? ???????
?? 501 - 700 ????? 5 3.18 0.147
?? 701 - 900 ????? 10 3.17 0.190
?? 901 ????? 16 3.30 0.318
??????? 45 3.24 -
?????? ?????? ????? ??????? ??????? ???????? ???????
???? ?????? 1 3.48 .
????? 4 3.24 0.137
????????? 37 3.22 0.248
??????? 3 3.52 0.075
Total 45 3.24 -
92 ARAB ECONOMIC AND BUSINESS JOURNAL 9 (2014) 81–92
?????? 19 ??????? ??????? ????? ?? ?????? ????? ?????? ?????? ??????? ????? ????? .
???????? ????? ?????? ???? ???????? ????? ? ???? ?????? ?????
????????? ??? 0.1237 3 0.0412 0.6865
0.5655
????????? ???? 2.4624 41 0.0601
??????? 2.5861 44
? ???? ?????? ?????
0.6865
0.5655
?????? ?????
0.5655
doc_291646291.pdf