The Impact of Implementing Total Quality Management on Employee Performance while Working from Home in Jordan Banking Sector (Case study in Jordan Commercial Bank Branches)

Abstract

The study was conducted to find out the impact of implementing (TQM) on employees’ performance working from home (WFH) in the Jordan Commercial Bank. The sample consisted of managers and employees whom have adopted WFH policies. A questionnaire was administered to (250) employees who are working in the bank to examine their performance perception; job satisfaction, productivity, through TQM variables; customer satisfaction, continues improvement and employees involvement. A detailed questionnaire survey was carried out. Regression and correlation methods were also carried out to take account of the results. Results showed that, TQM with its all variables has an impact on employees’ performance WFH.Results also showed that, both continues improvement and customer satisfaction had a higher impact on job satisfaction than on productivity with higher correlation level. While it was found that employee involvement variable had a higher impact on productivity.