The Impact of Six Sigma Implementation on Improving the Quality of Palestinian Banking Services رسالة ماجستير

Abstract

This thesis aims to examine the effect of the Six Sigma implementation on the quality of banking service in Palestine through examining the effect of top management support and commitment, feedback and measurement, continuous improvement, availability of necessary HR, operations and system, and communication on the quality of banking service in Palestine. Besides, examining the significant differences in the studied sample responses towards the importance of six-sigma implementation with respect to managerial level, experience level, education achievement, and age. The researcher followed the quantitative research approach and the explanatory research design. The data was collected from a sample of (317) managers and employees using the questionnaire design. The data was analyzed using SPSS version 29 using both descriptive and inferential statistics Pearson correlation, multivariate regression, ANOVA, t test. The study results demonstrated that there is a high level of agreement towards the existence of Six Sigma requirements in banking institutions in Palestine. The highest two constructs associated to six-sigma are: Continuous improvement with a mean of (3.64) and the second constitute is management support and commitment with a mean of (3.58). There is a high level of agreement towards the perceived quality of banking services in banking institutions in Palestine. Besides, there is in general insignificant differences in the studied sample attitudes and views towards the extent of Six Sigma implementation and perceived quality of banking services attributed to personal and demographic variables. VI The correlation matrix shows in general there is good level of correlation between each construct of Six Sigma implementation and quality of banking services. The highest correlation exists between continuous improvement and quality of banking services (0.668). The value of R square is (0.568) and the adjusted R square is (0.56). This means the implementation of six-sigma in banking institutions explains almost (56%) of the change in the quality of the banking services. Furthermore, there is a positive and significant effect of feedback, continuous improvement, and communication on the quality of banking services. However, there is a positive but insignificant effect of management support and commitment, HR, and operations and systems on the quality of banking services. The researcher suggests that banking institutions have to adopt and implement the six-sigma philosophy as an interesting way to develop and enhance the quality of banking services. Moreover, banking institutions should set aside adequate financial resources and capabilities to use Six Sigma and other interesting excellence applications to develop the quality of banking services. Moreover, banking institutions should invest in gathering the feedback of employees and the bank`s performance on a continuous basis, using both financial and nonfinancial indicators and measures to improve the quality of their performance. Besides, they should invest in the development and acquisition of information technology and the required technological instruments, as this helps the use and implementation of six-sigma in banking institutions in Palestine