The Impact of Knowledge Management Uses on Total Quality Management Practices: An Empirical Study on Commercial Banks of Jordan

  • Lama Hashem Department of Business Management, School of Business, The University of Jordan, Amman, Jordan
  • Mais Jaradat Master of Engineering Project Management, The University of Jordan, Amman, Jordan http://orcid.org/0000-0002-8320-3473

Abstract

This study tested the impact of knowledge management uses on total quality management practices in commercial banks of Jordan. A quantitative research design, using regression analysis was applied in this study and a total of 250 valid returns were obtained through a questionnaire distributed to the employees of commercial banks in Jordan. Knowledge management uses was adopted as an independent variable with four subgroups: knowledge acquisition, knowledge storage, knowledge transfer and knowledge application. Total quality management practices were adopted as dependent variable with five subgroups: top management support, employee's involvement, continuous improvement, customer focus, and data driven decision management. The results show that three of the knowledge management dimensions (i.e. knowledge acquisition, knowledge storage, and knowledge transfer)   significantly affects total quality management practices. However, knowledge application showed insignificant effect. The theoretical and practical implications of this study are discussed at the end of this paper.

Downloads

Download data is not yet available.

References

Abbasi, M. S., Elyas, T., & Shah, F. (2015). Impact of individualism and collectivism over the individual’s technology acceptance behaviour: A multi-group analysis between Pakistan and Turkey. Journal of Enterprise Information Management, 28 (6), 747-768.

Aboyassin, N. A., Alnsour, M., &Alkloub, M. (2011). Achieving total quality management using knowledge management practices: A field study at the Jordanian insurance sector. International Journal of Commerce and Management, 21(4), 394-409.

Abualoush, S., Bataineh, K., & Alrowwad, A. (2018a). The role of knowledge management process and intellectual capital as intermediary variables between knowledge management infrastructure and organization performance. Interdisciplinary Journal of Information, Knowledge, and Management, 13, 279-309.

Abualoush, S.H., Obeidat, A.M., Tarhini, A., Masa’deh, R., & Al-Badi, A. (2018b). The role of employees’ empowerment as an intermediary variable between knowledge management and information systems on employees’ performance. VINE Journal of Information and Knowledge Management Systems, 48(2), 217-237.

Abu-Shanab, E., Haddad, M., & Knight, M. B. (2014). Knowledge sharing practices and the learning organization: A study. IUP Journal of Knowledge Management, 12(2), 38-50.

Al Azmi, N., Al-Lozi, M., Al-Zu’bi, Z., & Dahiyat, S. (2012). Patients attitudes toward service quality and its impact on their satisfaction in physical therapy in KSA hospitals. European Journal of Social Sciences, 34(2), 300-314.

Al-dalahmeh, M., Khalaf, R., & Obeidat, B. (2018). The effect of employee engagement on organizational performance via the mediating role of job satisfaction: The case of IT employees in Jordanian banking sector. Modern Applied Science, 12(6), 17-43.

Al-Dmour, R., Al Haj Dawood, E., Al-Dmour, H., & Masa’deh, R. (2019). The effect of customer lifestyle patterns on the use of mobile banking applications in Jordan. Int. J. Electronic Marketing and Retailing, Forthcoming.

Aldmour, R., Masa'deh, R., & Obeidat, B. (2017). Factors influencing the adoption and implementation of HRIS applications: Are they similar. International Journal of Business Innovation and Research, 14(2), 139-167.

Al-Dmour, R, Obeidat, B., & Almajali, D. (2015). The practice of HRIS applications in business organizations in Jordan: An empirical study. 4th Scientific & Research Conference on New Trends in Business, Management and Social Sciences (COES&RJ-TK15/1).

Alenezi, H., Tarhini, A., Alalwan, A., & Al-Qirim, N. (2017). Factors affecting the adoption of e-government in Kuwait: A qualitative study. Electronic Journal of e-Government, 15(2), 84-102.

AlHarrasi, J., & AL-Lozi, M. (2015). The role of innovation management and technological innovation on organizational effectiveness. 4th Scientific & Research Conference on New Trends in Business, Management and Social Sciences (COES&RJ-TK15/1), Istanbul, Turkey.

AlHrassi, J., Al-Lozi, M., & Irtaimeh, H. (2016). The impact of management innovation and technological innovation on organizational effectiveness: An empirical study from managerial staff perspective in Sultan Qaboos University. Journal of Social Sciences (COES&RJ-JSS), 5(3), 309-339.

Alkandari, A., Masa'deh, R., & Al-Lozi, M. (2017). Knowledge management and its role on organizational crisis management: A literature review. Journal of Social Sciences (COES&RJ-JSS), 6(4), 833-850.

Almajali, D., & Al-Dmour, R. (2016). The role of information technology in motivating students to accept e-learning adoption in universities: A case study in Jordanian universities. Journal of Business & Management (COES&RJ-JBM), 4(1), 36-46.

Almajali, D., & Maqableh, M. (2015). Assessing the digital divide status of the Jordanian telecentre. International Journal of Communications, Network and System Sciences, 8(11), 428-439.

Almajali, D., Masa'deh, R., & Al-Lozi, M. (2016). Determinants of the actual use of e-learning systems: An empirical study on Zarqa University in Jordan. Journal of Social Sciences (COES&RJ-JSS), 5(2), 172-200.

Alrowwad, A., Obeidat, B., & Aqqad, N. (2016). The impact of transformational leadership on organizational performance via the mediating role of corporate social responsibility: A structural equation modeling approach. International Business Research, 10(1), 199.

Al-Salti, Z., & Hackney, R. (2011). Factors impacting knowledge transfer success in information systems outsourcing. Journal of Enterprise Information Management, 24(5), 455-468.

Al-Shobaki, S. D., Fouad, R. H., & Al-Bashir, A. (2010). The implementation of total quality management (TQM) for the banking sector in Jordan. Jordan Journal of Mechanical and Industrial Engineering, 4(2), 304-313.‏

Al-Syaidh, N., & Al-Zu’bi, Z. (2014). Transformational leadership and its impact on the effectiveness of employees’ behavior in the public and private Jordanian hospitals. Jordan Journal of Business Administration, 11(1), 23-57.

AL-Syaidh, N., Al- Lozi, M., & AlHarrasi, J. (2016). Transformational leadership and its role on the effectiveness of employees’ behavior: A theoretical study. Journal of Business & Management (COES&RJ-JBM), 4(1), 14-35.

Baker, M.J. (2014) Marketing Strategy and Management, 2nd Edition, Macmillan Basingstoke.

Banabo, E., Ndiomu, K., & Koroye, B.H. (2011). Customer service strategies of retail organizations in the Niger Delta area of Nigeria. Asian Journal of Business Management, 3(3), 219-227.

Barber, K.D., Munive-Hernandez, J.E., & Keane, J.P. (2006). Process-based knowledge management system for continuous improvement. International Journal of Quality & Reliability Management, 23(8), 1002-1018.

Bhatt, G. D. (2002). Management strategies for individual knowledge and organizational knowledge. Journal of Knowledge Management, 6(1), 31-39.

Bhuiyan, N., & Baghel, A. (2005). An overview of continuous improvement: from the past to the present. Management Decision, 43(5), 761-771.

Bollinger, A. S., & Smith, R. D. (2001). Managing organizational knowledge as a strategic asset. Journal of Knowledge Management, 5(1), 8-18.

Bourini, F., Khawaldeh, K., & Shaker, A. (2013). The role of knowledge management in banks sector (analytical study–Jordan). Interdisciplinary Journal of Contemporary Research in Business, 5(3), 53-77.

Choo, C., & Bontis, N. (2007). The strategic management of intellectual capital and organization knowledge. New York: Oxford University Press.

Choo, A.S., Linderman, K.W., & Schroeder, R.G. (2007). Method and context perspectives on learning and knowledge creation in quality management. Journal of Operations Management, 25(4), 918-931.

Choppin, J. (2002, April). Data use in practice: Examples from the school level. In Annual Meeting of the American Educational Research Association, New Orleans, LA.

Colurcio, M. (2009). TQM: A knowledge enabler?. The TQM Journal, 21(3), 236-248.

Cummings, J.L. (2002). Knowledge transfer across R&D units: an empirical investigation of the factors affecting successful knowledge transfer across intra-and inter-organizational units. Unpublished doctoral dissertation, George Washington University.

Curry, A., & Kkolou, E. (2004). Evaluating CRM to contribute to TQM improvement: A cross-case comparison. The TQM Magazine, 16(2), 314–324.

Danish, R., Asghar, A., & Asghar, S. (2014). Factors of knowledge management in banking sector of Pakistan. Journal of Management Information System and E-commerce, 1(1), 41-49.

Darawsheh, S., ALshaar, A., & AL-Lozi, M. (2016). The degree of heads of departments at the University of Dammam to practice transformational leadership style from the point of view of the faculty members. Journal of Social Sciences (COES&RJ-JSS), 5(1), 56-79.

Deming, W.E. (2005). Out of the Crisis. MIT Center for Advanced Engineering. Cambridge: MA, University Press.

Ford, D.P., & Staples, S. (2010). Are full and partial knowledge sharing the same?. Journal of Knowledge Management, 14(3), 394-409.

Fotopoulos, C.V., & Psomas, E.L. (2010). The structural relationships between TQM factors and organizational performance. The TQM Journal, 22(5), 539-552.

Frey, A. (2001). Happiness, economy and institutions. The Economic Journal, 110(4), 918-938.

Frick, W. (2014). An introduction to data-driven decisions for managers who don’t like math. Harvard Business Review, May, 19, 1-6.

Girard, J., (2015). Defining knowledge management: Toward an applied compendium. Online Journal of Applied Knowledge Management, 3(1), 1-20.

Gold, A.H., Malhotra, A. & Segars, A. (2011). Knowledge management: An organizational capabilities perspective. Journal of Management Information Systems, 18 (1), 185-214.

Gupta, B., Iyer, L.S., & Aronson, J.E. (2000). Knowledge management: Practices and challenges. Industrial Management & Data Systems, 100(1), 17-21.

Hajir, J.A., Obeidat, B.Y., & Al-Dalahmeh, M.A. (2015). The role of knowledge management infrastructure in enhancing innovation at mobile telecommunication companies in Jordan. European Journal of Social Sciences, 50(3), 313-330.

Hair, J.F., Anderson, R.E., Tatham, R.L., & Black, W.C. (2010). Multivariate data analysis (7th ed.). New Jersey: Prentice Hall.

Hales, T.C. (2010). Cannonballs and honeycombs. Notices-American Mathematical Society, 57(4), 440-449.

Honarpour, A., Jusoh, A., & Md Nor, K. (2012). Knowledge management, total quality management and innovation: A new look. Journal of technology management & innovation, 7(3), 22-31.

Hung, R.Y., Lien, B.Y., Fang, S.C., & McLean, G.N. (2010). Knowledge as a facilitator for enhancing innovation performance through total quality management. Total Quality Management, 21(4), 425-438.

Hung, R.Y., Lien, B.Y., Yang, B., Wu, C.M., & Kuo, Y.M. (2011). Impact of TQM and organizational learning on innovation performance in the high-tech industry. International Business Review, 20(2), 213-225.

Ju, T.L., Lin, B., Lin, C., & Kuo, H.J. (2006). TQM critical factors and KM value chain activities. Total Quality Management & Business Excellence, 17(3), 373-393.

Juergensen, T. (2005). Continuous improvement: Mindsets, capability, process, tools and results. The Juergensen Consulting Group, Inc., Indianapolis, IN.

Karajeh, H., & Maqableh, M. (2014). Security of cloud computing environment. The 23rd IBIMA Conference on Vision 2020: Sustainable Growth, Economic Development, and Global Competitiveness, USA, 2202-2215.

Kateb, M., Swies, R., Obeidat, B., & Maqableh, M. (2015). An investigation on the critical factors of information system implementation in Jordanian information technology companies. European Journal of Business and Management, 7(36), 11-28.

Khalayleh, W., Masa'deh, R., & Al-Lozi, M. (2017). Administrative empowerment and its role on the work teams Performance: A literature review. Journal of Social Sciences (COES&RJ-JSS), 6(4), 851-868.

Khwaldeh, S., Al-Hadid, I., Masa'deh, R., & Alrowwad, A. (2017). The association between e-services web portals information quality and ICT competence in the Jordanian universities. Asian Social Science, 13(3), 156-169.

Krogh, G., & Roos, J. (1995). Conversation management. European Management Journal, 13(4), 390-394.

Lawson, S., (2013). Examining the relationship between organizational culture and knowledge management. Unpublished doctoral dissertation, Nova Southern University.

Lin, C., & Wu, C. (2005). Managing knowledge contributed by ISO 9001: 2000. International Journal of Quality & Reliability Management, 22(9), 968-985.

Lin, H.F., & Lee, G.G. (2005). Impact of organizational learning and knowledge management factors on e-business adoption. Management Decision, 43(2), 171-188.

Manivannan, M., Kathiravan, C., & Deepak, R. (2014). Employees perspective of knowledge management in banks. Indian Streams Research Journal, 4(9), 22-37.

Maqableh, M., & Karajeh, H. (2014). Job scheduling for cloud computing using neural networks. Communications and Network, 6(3), 191-200.

Maqableh, M., Rajab, L., Quteshat, W., Khatib, T., & Karajeh, H. (2015). The impact of social media networks websites usage on students’ academic performance. Communications and Network, 7(4), 159-171.

Marsh, J.A., Pane, J.F., & Hamilton, L.S. (2012). Making sense of data-driven decision making in education. Santa Monica, CA: RAND Corporation.

Masa’deh, R. (2012). The impact of Management Information Systems (MIS) on Quality Assurance (QA): a case study in Jordan. International Journal of Information, Business and Management, 4(2), 93-110.

Masa’deh, R. (2016). The role of knowledge management infrastructure in enhancing job satisfaction at Aqaba five star hotels in Jordan. Communications and Network, 8(4), 219-240.

Masa’deh, R., Alrowwad, A., Alkhalafat, F., Obeidat, O., & Abualoush, S. (2018). The role of corporate social responsibility in enhancing firm performance from the perspective of IT employees in Jordanian banking sector: The mediating effect of transformational leadership. Modern Applied Science, 12(7), 1-26.

Masa’deh, R., Gharaibeh, A., Maqableh, M., & Karajeh, H. (2013a). An empirical study of antecedents and outcomes of knowledge sharing capability in Jordanian telecommunication firms: A structural equation modeling approach. Life Science Journal, 10(4), 2284-2296.

Masa’deh, R., Shannak, R., & Maqableh, M. (2013b). A structural equation modeling approach for determining antecedents and outcomes of students’ attitude toward mobile commerce adoption. Life Science Journal, 10(4), 2321-2333.

Masa’deh, R., Gharaibeh, A., Tarhini, A., & Obeidat, B. (2015a). Knowledge sharing capability: A literature review. 4th Scientific & Research Conference on New Trends in Business, Management and Social Sciences (COES&RJ-TK15/1), Istanbul, Turkey.

Masa’deh, R., Hunaiti, Z., & Bani Yaseen, A. (2008). An integrative model linking IT-business strategic alignment and firm performance: The mediating role of pursuing innovation and knowledge management strategies. Communications of the International Business Information Management Association (IBIMA) Journal.

Masa’deh, R., Obeidat, B., Al-Dmour, R., & Tarhini, A. (2015b). Knowledge management strategies as intermediary variables between IT-business strategic alignment and firm performance. European Scientific Journal, 11(7), 344-368.

Masa’deh, R., Obeidat, B., Zyod, D., & Gharaibeh, A. (2015c). The associations among transformational leadership, transactional leadership, knowledge sharing, job performance, and firm performance: A theoretical model. Journal of Social Sciences (COES&RJ-JSS), 4(2), 848-866.

Mikkawi, B., & Al-Lozi, M. (2017). The impact of knowledge management infrastructure on academic staff effectiveness: An empirical study at The University of Jordan. Jordan Journal of Business Administration, 13(1), 95-127.

Molina, L.M., Lloréns-Montes, J., & Ruiz-Moreno, A. (2007). Relationship between quality management practices and knowledge transfer. Journal of Operations Management, 25(3), 682-701.

Mondy, R.W. (2013). Human resource management (10th ed.). Boston: Pearson.

Montes, F. J., Ruiz Moreno, A., & Miguel Molina, L. (2003). An analysis of the relationship between quality and perceived innovation: “the case of financial firms”. Industrial Management & Data Systems, 103(8), 579-590.

Nonaka, I., & Takeuchi, H. (2015). The knowledge-creating company, Oxford University Press.

Oakland, J. (2007). TQM “Text with cases”. Butterworth-Heinemann.

Obeidat, B., El-Rimawi, S., Maqableh, M., & Al-Jarrah, I. (2013). Evaluating the profitability of the Islamic banks in Jordan. European Journal of Economics, Finance and Administrative Sciences, 56, 27-36.

Obeidat, B., Sweis, R., Zyod, D., & Alshurideh, M. (2012). The effect of perceived service quality on customer loyalty in internet service providers in Jordan. Journal of Management Research, 4(4), 224-242.

Obeidat, B., Tarhini, A., & Aqqad, N. (2017). The impact of intellectual capital on innovation via the mediating role of knowledge management: A structural equation modeling approach. International Journal of Knowledge Management Studies, 8(3/4), 273-298.

Pacharapha, T., & Vathanophas, V. (2012). Knowledge acquisition: The roles of perceived value of knowledge content and source. Journal of Knowledge Management, 16(5), 724-739.

Popli, G.S., & Ropian, P. (2014). Adoption of quality circles approach a powerful tool for quality improvement in the working of commercial banks in India. Delhi School of Business, October, 2014.

Rallis, S.F., & MacMullen, M.M. (2010). Inquiry-minded schools: Opening doors for accountability. Phi Delta Kappan, 81(10), 766.

Sekaran, U., & Bougie, R. (2013). Research methods for business: A skill-building approach. (6th edition), New York: Wiley.

Shannak, R., & Obeidat, B. (2012). Culture and the implementation process of strategic decisions in Jordan. Journal of Management Research, 4(4), 257-281.

Stein, E.W., & Zwass, V. (2005). Actualizing organizational memory with information systems. Information Systems Research, 16(2), 85-117.

Stevenson, J.W. (2007). Operations Management. 9th ed. McGraw-Hill, New York: USA.

Stewart, D., & Waddell, D. (2008). Knowledge management: The fundamental component for delivery of quality. Total Quality Management, 19(9), 987-996.

Su, C.H., Tsai, A., & Hsu, C.L. (2010). The TQM extension: Total customer relationship management. Total Quality Management, 21(1), 79-92.

Sweis, R.J., Al-Mansour, A., Tarawneh, M., & Al-Dweik, G. (2013). The impact of total quality management practices on employee empowerment in the healthcare sector in Saudi Arabia: a study of King Khalid Hospital. International Journal of Productivity and Quality Management, 12(3), 271-286.

Tarhini, A., Alalwan, A., Al-Qirim, N., & Algharabat, R. (2018). An analysis of the factors influencing the adoption of online shopping. International Journal of Technology Diffusion (IJTD), 9(3), 68-87.

Tarhini, A., Al-Badi, A., Almajali, M., & Alrabayaah, S. (2017a). Factors influencing employees’ intention to use cloud computing. Journal of Management and Strategy, 8(2), 47.

Tarhini, A., Al-Busaidi, K., Bany Mohammed, A., & Maqableh, M. (2017b). Factors influencing students' adoption of e-learning: A structural equation modeling approach. Journal of International Education in Business, 10(2), 164-182.

Tarhini, A., Bany Mohammed, A., & Maqableh, M. (2016). Modeling factors affecting student’s usage behaviour of e-learning systems in Lebanon. International Journal of Business and Management, 11(2), 299.

Tarhini, A., Mgbemena, C., & Trab, MSA. (2015). User adoption of online banking in Nigeria: A qualitative study. Journal of Internet Banking and Commerce, 20(3), 1-8.

Wang, C.H., Chen, K.Y., & Chen, S.C. (2012). Total quality management, market orientation and hotel performance: The moderating effects of external environmental factors. International Journal of Hospitality Management, 31(1), 119-129.

Wiig, K.M. (2007). Knowledge management: An introduction and perspective. Journal of Knowledge Management, 11(1), 6-14.

Yassien, E., & Mufleh, M. (2017). The impact of ERP system's usability on enterprise resource planning project implementation success via the mediating role of user satisfaction. Journal of Management Research, 9(3), 49-71.

Young, R. (2013). Knowledge management for the public sector. Tokyo, Japan: Asian Productivity Organization.

Young, R., & Jordan, E. (2008). Top management support: Mantra or necessity?. International Journal of Project Management, 26(7), 713-725.
Published
2020-04-01
How to Cite
HASHEM, Lama; JARADAT, Mais. The Impact of Knowledge Management Uses on Total Quality Management Practices: An Empirical Study on Commercial Banks of Jordan. Journal of Business & Management (COES&RJ-JBM), [S.l.], v. 8, n. 2, p. 35-64, apr. 2020. ISSN 2306-7179. Available at: <http://centreofexcellence.net/index.php/JBM/article/view/2306.8043.2020.8.2.35.64>. Date accessed: 04 aug. 2020. doi: https://doi.org/10.25255/2306.8043.2020.8.2.35.64.