Author(s): Haitham, M. Alzoubi, Muhammad Turki Alshurideh, Iman Akour, Ata Al Shraah, Gouher Ahmed
The paper aims to investigate the relationship among information systems capabilities, total quality management and the cost of quality. The 220 valid surveys received from the bank employees in United Arab Emirates is analyzed through the SPSS by using ANOVA, Regression, and correlation tests to examine the study model. The findings support the existence of relationship and confirm the impact of information systems capabilities, total quality management on the cost of quality. It is suggested that the banks should start taking initiatives related to total quality management approach along with improving the information systems capabilities to enhance the cost efficiency of quality related issues. Banks need to improve and provide resources and structure of information systems capabilities to cope with the new challenges that affect the TQM implementation.