Total quality management and its relationship to competitive advantage - an applied study on workers at the University of Palestine

Abstract

The study aimed to identify the reality of Total Quality Management (TQM) at the University of Palestine and its relationship to the level of achieving competitive advantage, through surveying the opinions of employees at various administrative levels, and examining whether there were statistically significant differences at the significance level (α ≤ 0.05) between the mean scores of the sample participants’ estimations of the reality of TQM at the University of Palestine attributable to the variables of job classification and years of service. The study adopted the descriptive approach, and its population consisted of academic and administrative staff working at the university during the 2015–2016 academic year, totaling (230) employees. To achieve the objectives of the study, a questionnaire was designed and distributed to a stratified random sample consisting of (144) employees, of which (132) valid questionnaires were retrieved for analysis, with a response rate of (91.67%). The results showed that the reality of TQM and the level of competitive advantage at the university were both rated as high. The findings also revealed a statistically significant positive relationship between TQM and competitive advantage, while no statistically significant differences attributable to the study variables were found. The researchers recommended providing the necessary competencies and material and moral incentives to encourage employees to apply quality management principles, as well as preparing long-term plans and strategies to identify the needs of students and staff.