The Assessment of Social Media Utilization on Total Quality Management Practices in Information and Communication Technology Companies in Palestine رسالة ماجستير

Abstract

This study aims to evaluate the assessment of using Social Media (SM) on Total Quality Management Practices (TQM) in Information and Communication Technology (ICT) Companies in Palestine (WB & Gaza Strip). The quantitative hypothesis-testing research approach is adopted. Primary data are obtained through distributing online questionnaires amongst 120 ICT companies. The developed questionnaire principally comprises of three parts. The first one aims to collect demographic data about the participating companies. The second part endeavors to collect data about utilizing SM in ICT companies, which includes seven items. Last but not least, the third part, which is about TQM practices, has seven parts; namely: customer focus, relationship management, leadership, continuous improvement, employee involvement, process management, quality planning. A five-point Likert scale is used in the second and third parts of the questionnaire. Data are analyzed using descriptive analysis as well as inferential statistical techniques including means, standard deviations and regression. The SPSS software is utilized in data analysis. The results reveal that SM have strong positive assessment on TQM practices (customer focus, relationship management, leadership, continuous improvement, quality planning) and moderate positive assessment on (employee involvement and process management). In addition, there are no correlations significance between demographic characteristics with TQM practices and using SM. The findings indicate that the ICT companies need to improve the use of SM due to the strong positive relationship with TQM practices. As this study is one of a kind, it V remarkably highlights the important role of using SM. This paper, thereby, furnishes results that can guide the ICT management of how to deal with SM and how to improve it. Moreover, SM boosts continuous improvement, customer satisfaction by taking precise decisions and improving the quality of products collecting and taking reviews and feedback from SM. Also, SM assist in expanding the business processes, increase the communications with external parties, which result in better performance. This study recommended PITA management to raise awareness about the importance of utilizing SM and keeping up with development in SM arena, planning and organizing training courses for employees in field of communication. In addition, reviewing the current use of SM and TQM practices by top management, due to the positive effect of using SM on TQM practices. The companies recommended to allocate part of the material and human resources to create jobs related to SM.