The impact of Implementing Total Quality on the Banking Profitability of Saudi Market Case Study of Al Rajhi Bank


Dr. Mahmoud Abdel Muhsen Irsheid Alafeef ,

Download Full PDF Pages: 95-109 | Views: 1132 | Downloads: 392 | DOI: 10.5281/zenodo.3483469

Volume 7 - April 2018 (04)


this study aimed to identify the total quality of banking service and its impact on the profitability of Al Rajhi bank represented by return on investment rates, with the goal to make recommendations that will help the bank to improve the quality of banking service provided to customers. The multiple regression models and a T-test were used to examine the hypotheses and produce results for decision makers, through SPSS program. The study reached a number of results, the most important are: the existence of significant statistical relations between the total quality of banking service provided and the satisfaction of customers, between the satisfaction and loyalty of Al Rajhi Bank customers, and the quality of the banking service provided effectively and the profitability of Al Rajhi Bank. The study concluded with a number of recommendations, the most important are: Al Rajhi Bank's quality of service, especially the tangible physical aspects showed the interest and personal knowledge of customers, holding targeted training courses to improve performance and speed of delivery, good treatment of customers, and their impact on customer's satisfaction and degree of loyalty, and linking it to the profitability of the bank


Total quality, Al Rajhi bank, customer satisfaction, banking profitability.


i.        Ahmad, Mohammad Samir (2009), Total quality management/your way to get ISO certificate, Dar Al-Massira for publishing and distribution, Amman, Jordan.  

ii.      Al-Ajarmeh, Yaseer (2005), Bank marketing, Dar Hamed for publishing & distribution, Amman, Jordan.                                                                                                            

iii.    Al-Hadad, Awad Bdear (1999), Marketing of banking services, Al Bayan printing & publishing, Cairo, Egypt. Al-Saqqaf, Hamed (2001), Measuring quality at the service companies,

iv.     Al-Shabab press, Khobar, Saudi Arabia. Al-Sarn, Raed Hasan (2007), Globalization of banking service quality, Dar Al-Tawsel for printing and publishing, Damascus, Syria.                                                                                                                 

v.       Alsammarai, Mahdi Saleh (2007), Total quality management in the production and service sectors, Jarir for publishing and distribution, Amman, Jordan.        

vi.     Elwan, Qasim Nayif (2005), Total quality management and ISO 9000 requirements, Dar Al Thaqafa for publishing and distribution, Lebanon.     

vii.   Hmmoud, khudair Kazem (2005), Total quality management, Dar Al-Massira for publishing and distribution, Amman, Jordan.

viii. Judah, Mahfouz Ahmad (2006), Total quality management/ theories and practices, Dar Wael for publishing, Amman, Jordan.      

ix.     Taima, Ahmad Rushdie (2008), Total quality management in education, Dar Al-Massira for publishing and distribution, Amman, Jordan.                                                                                                                                             

The scientific letters and researches:

i.        Al-Athouri, Jamil and Al-Maemari, Abdul Malek (2007), Measuring the quality of banking services in Yemeni banks from the perspective of clients, Sana'a University, Yemen.  

ii.      Abu Musa, Rasmeah Ahmed Amin (2000), Impact of service quality on the profitability and customer's satisfaction in the Jordanian banks – a comparative study between the Housing bank and Jordan Islamic bank.

iii.    Al-Daas, Abdullah Ahmed Abdullah (2010), Total quality management and its impact on improving the financial performance, an empirical study on a sample of Jordanian commercial banks, Management Sciences Magazine, issue (37), 1 m.    

iv.     Alhaj, Rahma Alhaj Mohamed & Abdul Qadir, Mohamed Nur Al-Taher, The quality of banking services in Sudanese banks – An empirical study on Faisal Sudanese Islamic bank.   

v.       Abdul Kader, Breash, Quality of banking services as an approach to increase the competitiveness of banks, University of Chlef.  

vi.     Almberik, WAFA Nasser (2002), the quality of female banking services in the kingdom of Saudi Arabia, King Saud University.   

vii.   Sabaai, Sadik Ahmed Abdullah, Islamic banking services quality measurement from the clients' perspectives, Najran University, Saudi Arabia. 

viii. Al-Saed, Mien Amen (2005), The impact of implementing total quality management  on  decision making rationalization – a pilot study on Algerian banks,  Jordan Journal of applied sciences, issue 8, 1m.     

ix.     Al-Taleb, Saleh Abdel-Rahman Mustafa (2004), measuring the quality of Islamic banking services in the Hashemite Kingdom of Jordan, Jarash University, Amman, Jordan.   

x.       Barakat, Manal Taha (2007), The reality of implementing total quality management dimensions under the current organizational culture prevalent in banks operating in the Gaza Strip, Islamic University of Gaza, Palestine.       

xi.     Hawi, Eman Asker & Hassan, Aladdin Hussein (2008), Total quality management requirements and their relationship with improving banking operations - an empirical study of Rafidain bank/ Basra (three branches).        

xii.   Howari, Meraj & Adoun, Nasser Dari, The recognition level of  commercial banks clients operating in Algeria to the quality of banking services provided – a field study on the commercial bank's clients at  Ghardaïa province, Laghouat University, Algeria.         

xiii. Huda, Jabali (2010), Measuring banking service quality — a case study of Algeria Baraka bank, Mentouri University, Algeria.                       

xiv. LeRaff, Fayeza (2015), Increase the banking efficiency and effectiveness from the perspective of total quality management – standard study for a sample of Algerian banks, Msila University.                                                       

Cite this Article: