The Impact of Applying Total Quality Management (TQM) Principles on Enhancing the Competitive Advantage of Service Institutions in Riyadh Region, Saudi Arabia

Abstract

This study aimed to measure the impact of applying Total Quality Management (TQM) principles, through its dimensions (top management support, customer focus, continuous improvement, employee participation), on enhancing competitive advantage through its dimensions (cost, quality, flexibility, innovation) in service institutions within the Riyadh region. To achieve this objective, the study adopted a descriptive-analytical approach, utilizing a questionnaire as a data collection tool from a random sample of (353) administrative employees. The results revealed a high level of TQM implementation, with "customer focus" ranking highest. Similarly, the level of competitive advantage was also high, with "quality" emerging as the most prominent competitive dimension. Furthermore, the results showed a strong and statistically significant positive correlation (r = 0.824) between the two variables. It was also confirmed that the TQM dimensions, when combined, had a significant impact on competitive advantage, explaining (67.9%) of its variance. "Customer focus" was found to be the most influential dimension, followed by "continuous improvement". Based on these findings, the study recommended the necessity of strengthening employee participation practices, embedding a continuous improvement approach, and investing in innovation as a primary source of competitive superiority.