Authors:
Mohammad Hassan Abed Allah Al-Masri
Abstract:
The study aimed at developing a TQM model for the Palestinian banking institutions operating in West Bank and Gaza Strip by measuring the following:
• The extent in which banks management are adopting the concept of TQM.
• The degree of applying TQM concept and its consequences on the related variable “Institutional performance” visualized in (Profit, productivity, and employment efficiency).
• The level of customer satisfaction with the provided banking services.