THE ROLE OF EUROPEAN FOUNDATION FOR QUALITY MANAGEMENT (EFQM) IN IMPROVING PUBLIC SECTOR EFFICIENCY AND IT'S IMPACTS ON CUSTOMER SATISFACTION EMPLOYEES RESULTS AND CORPORATE IMAGE

Bashar Al-Majali, Mervat Almhirat

Abstract: A significant feature of EFQM model is that it provides people with broader and deeper insights into the cause and effect relationships between their organization activities and the results it achieves. This paper aims at determining how the European Foundation for Quality Management (EFQM) is related to the business results of Jordanian public institutions. The research was conducted in greater Amman municipality which encompasses the largest public orgaization in Jordan. The data was collected through questionnaires which were filled by the employees of GAM and contained 43 items, all of which assess how GAM has benefited from the implementation of the EFQM excellence model. The research sample size was N(379) managers and employees from different departments,and the outcomes of the study reveal that organizations that have implemented the EFQM model and guideline make tangible changes in the efficiency and effectiveness of business outcomes and customer satisfaction in addition to enhancing the corporate image. However, implementing the model failed to provide significant impacts on the employee's results, empowerment and participation.

Keywords: total quality management, customer satisfaction, employee results, organizations' image, processes EFQM Excellence, public management

DOI: 10.18421/IJQR12.03-03

Recieved: 24.12.2017  Accepted: 15.08.2018  UDC: 005.6

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