The Effect of Continuing Improvement Strategy on Tourist Organization Resources in Accomplishing Total Quality: Ministry of Tourism and Antiquities Case Study

Abstract

The purpose of the present study was to identify the satsifaction level among personnel at the Ministry of Tourism & Antiquities regarding the continuing imrpvement of (human, financial, physical, technological, knowledge/information) resources strategy; and to identify the effect of applying the stategy of continuing imprvement of resources on the total quality for the personnel at the Ministry of Tourism & Antiquities; and further to identify whether there were statisitically significnat differences in the employee's statisfaction levels regarding the continuing improvement of resources strategy by the demographisc characterisitcs: gender, job level, tenure, and placement at the Minsitry of Tourism & Antiquities (MOT&A). Population (N=150) consisted of all staff memebrs assuming managerial, supervisory, and technical positions at the directorates supervised by the Ministry of Tourism & Antiquities (MOT&A) in the four Northern Districts of Jordan. Out of 150 questionnaires sent to participants, only 144 questionnaires were returned back, and four were found unusable for statisitcal analysis. The 140 questionnaires used for statitical analysis accounted for 93 per cent of population. Most salient results from this study were that low satisfaction level among Ministry of Tourism & Antiquities employees regarding the continuing improvement of human resources strategy except for collaboration and breaking the ice between subordinates and subordinates; and regular evaluations for purpose of correction rather than punishing. In addition, the study found positive impact of the continuing improvement strategy of individual resourceson total quality at the Minsitry of Tourism & Antiquities (MOT&A) in Jordan with the knowledge resources were raked top followed by the technological, financial, physical and finally human resources. This study found no statisically signficnat differences of the satsifaction levels among Minsitry of Tourism & Antiquities (MOT&A) employees regarding the continuing improvement of resources strategy by gender, job title, job level, and placement at the Ministry of Tourism & Antiquities (MOT&A). Nonetheless, the study found statisically significant differences in the satisfaction levels of Minsitry of Tourism & Antiquities (MOT&A) employees regarding the continuing imof physical improvement of physical resources attributed to service years.

Key words: Continuing Improvement, Resources, Total Quality, Jordan Ministry of Tourism & Antiquities.