دور ادارة التغيير في تحقيق الميزة التنافسية من وجهة نظر العاملين في بنك الأردن
دعاء علي حسن حجة
DUAA ALI HASAN HIJJEH
The study aimed to identify the role of change management in achieving competitive advantage in the viewpoint of employees in the Bank of Jordan, and its relationship to some variables. To achieve the goals of the study, the researcher used the descriptive approach as appropriate to the nature of the study, to answer the questions of the study and to verify the validity of its hypotheses. The researcher developed a questionnaire as a main tool for collecting information that measures the role of change management in achieving competitive advantage in the viewpoint of employees at Bank of Jordan .The study group consisted of a group of employees working in the Bank of Jordan in the branches of Ramallah and Al-Bireh Governorate and regional management. the study sample included 34 employees who hold job titles (branch manager - deputy director of the branch - head of a department), and due to the study group is limited, they were chosen in a comprehensive survey method, in addition to using the content analysis method for quantitative financial data related to indicators indicating the extent of the bank's possession For the competitive advantage and its achievement to it. After collecting the study data, it was analyzed by using the statistical packages program (SPSS). The study get to a number of results, the most important of which are: a strong and direct relationship between managing change and achieving competitive advantage in Bank of Jordan. The quality of service also plays a major role in achieving competitive advantage in Bank of Jordan. Also, managerial competencies play an important role in achieving the competitive advantage in Bank of Jordan. The study also found that there are weaknesses and shortcomings in the dimension of creativity and continuance of improvement, and that there is a case of disloyalty and job commitment. Regarding to financial analysis, the results of the analysis showed that there is a clear fluctuation from time to time in profits, deposits, net facilities and property rights. The study recommended the necessity of working to enhance commitment and job loyalty among the bank’s employees due to their importance in developing distinguished services, and to the necessity of working to help employees in the application of their creative ideas and to create and provide a creative atmosphere through attention to research and development. The bank’s management should pay more attention to the principle of total quality management in order to reach continuous improvement in all activities and operations, which in turn leads to improvement in performance levels and thus achieving excellence.