ملخص رسالة لمياء

 

Abstract

               This study aims to determining the effect of Total Quality Management & Benchmarking In Improving Customer Service, And this is executed by depending on Dimension Of Total Quality Management (Human Resources Focus, Customer Focus, Strategic Planning & Leadership) as the final outputs for Total Quality Management, Benchmarking is represented by Dimension (Orientation To Wards Entrepreneurship, Orientation To Wards Quality , Customer Satisfaction & Continuous Improvement), Customer Service is expressed by (Reliability, Responsiveness, Assurance, Tangibles & Empathy) .

      The study is carried out in the Iraqi banking sector. The empirical information is obtained by way of a questionnaire prepared for this purpose and delivered to a sample composed of nine banks, Two of them are governmental and Seven are local. The number of the individuals of the sample is (74) manager representing middle managerial leaderships.

     To measure the meaningful relationship between the study variables, T-test and Simple & multiple correlation factor are used. To determine the meaningfulness of the regression equation, the Simple & multiple regression analysis and F-test is used, R2 is used to explain the amount of effect the independent variable have on the dependent variable.

     The study arrived to many recommendations which related with the present study and the future studies.

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