The Extent of Applying Total Quality Management Principles in Commercial Banks Operating in Yemen from the Perspective of Bank Employees

An Applied Study

Abstract

This study aimed to determine the extent to which Total Quality Management (TQM) principles are applied in commercial banks operating in Yemen from the perspective of their employees. The study found that banks apply TQM principles well, though the level of application varies among banks. Recommendations were made to enhance the effectiveness and efficiency of these principles to ensure improved services and the sustainability of banks in an increasingly competitive environment. The study used a descriptive analytical approach and a questionnaire consisting of 45 items, with 450 questionnaires distributed and 387 retrieved. The study concluded that there is good application of principles such as top management support, strategic planning, strategic leadership, continuous process improvement, human resources, decision-making based on facts, supplier focus, and customer focus, with some weaknesses in certain application aspects.