An investigation of the factors affecting the readiness to implement the EFQM excellence model : an interpretive case study of the Syrian banking sector

Al-Sayeed Assad, D

Abstract

In the 21st century, quality has become one of the most pressing issues in the world of business. Indeed, service quality management is a primary need for business survival. Quality management has been recognized as a comprehensive management philosophy for improving organisational performance and competitiveness. The effective adoption of an appropriate service quality management system in an organisation can facilitate the achievement of excellence in service quality. Furthermore, service excellence is a crucial factor in the achievement of a high level of customer satisfaction in service organisations like banks. Therefore, the main aim of this research is to investigate the factors affecting the excellence of service quality in the developing banking sector in Syria. The fundamental concepts of excellence of the EFQM Excellence Model have been borrowed from the literature as a theoretical framework through which to investigate the Syrian Banking Sector (SBS).
To achieve the research aim, an interpretevist philosophy has been adopted as the means of understanding in depth, the factors influencing excellence in three case study organisations, which are selected to be representative of the state-owned banks (CSOA), private banks (CSOB), and Islamic private banks (CSOC). Different sources of data collection – semi-structured interviews, direct observation, archival records, and documentation - are used to achieve triangulation of the results.
The main contribution to knowledge of this research can be summarised fundamentally as: firstly designing a theoretical framework embracing the factors affecting the excellence of service quality in the Syrian banking sector. Secondly, conducting a comparative reserch approach between the three (CSOs) investigating the factors affecting the readiness to implement EFQM excellence model in each case study. The main findings have revealed that CSOC is more likely to achieve excellence than the other two banks, since CSOC has demonstrated consistent progress towards that aim. In respect of CSOA and CSOB, it is clear that certain negative managerial practices need to be remedied before the EFQM Excellence Model can seriously be pursued.
In addition, some unique factors have emerged, such as the intensive intervention of guardian authorities for the state-owned bank, the negative effect of religion and culture on employee performance in the state-owned bank, and the lack of banking culture in Syria in general. Furthermore, the research enriches the literature through the comparative dimension highlighted in the three case studies (state-owned, private, and private Islamic banks) since there are limitations in the literature regarding the readiness to implement the EFQM excellence model in the service sector, and particularly in banks in the developing countries.

Citation

Al-Sayeed Assad, D. An investigation of the factors affecting the readiness to implement the EFQM excellence model : an interpretive case study of the Syrian banking sector. (Thesis). University of Salford

• Thesis Type: Thesis
• Deposit Date: Mar 7, 2014
• Publicly Available Date: Mar 7, 2014
• Additional Information: Funders : Aleppo University /Syria