Article info

Keywords

Abstract

The aim of this research paper is to explore the attitudes of ‎employees in the Ministry of National Economy towards the application ‎of TQM principles. The paper also aims at identifying the degree of ‎beneficiaries' satisfaction regarding ‎‏ ‏the quality of services provided. To ‎achieve this purpose, the descriptive research methodology was ‎employed where two questionnaires were prepared In accordance with ‎likert -5- scale system, the first one distributed to 155 ministry employees ‎chosen on the basis of Random stratified sampling, and the second ‎distributed to 70 beneficiaries chosen on the basis of simple random ‎sampling. The researchers were careful to represent all West Bank ‎provinces in the two samples. The paper came up with a main conclusion ‎that the attitudes of employees and beneficiaries were positive but at a ‎mediam degree. The study also revealed employees dissatisfaction ‎regarding the dynamics of decision making in the ministry. The ministry ‎didn’t either make enough efforts to train and develop employees in the ‎field of TQM, nor did it improve its work systems on a continuous basis. ‎The study also found no statistical significant differences in the ‎employees attitudes towards TQM application in the ministry attributed ‎to variables such as: sex, age, academic qualifications, managerial level, ‎work location, the general administration the employee is affiliated to, ‎and training in the field of quality. The study recommended the necessity ‎of devoting and inhansing TQM, so as to make the ministry able to ‎provide services to beneficiaries efficiently and effectively.‎