THE IMPACT OF INSTITUTIONAL EXCELLENCE ON THE MENTAL IMAGE OF BUSINESS ORGANIZATIONS-A FIELD STUDY ON JORDANIAN BANKS
The objective of the study is to measure and analyze the dimensions of institutional excellence and its impact on the mental image of business organizations, and the study population consisted of employees in Jordanian banks located in the city of Madaba, and to achieve the objective of this study, a questionnaire was designed and distributed to a simple random sample of (110) employees of employees in Jordanian banks, from which the researcher recovered (110) questionnaire with a recovery rate of (100%), valid for statistical analysis operations. The descriptive analytical approach was used, and many statistical methods were used. The most prominent were arithmetic averages, standard deviations, t-tests for independent samples, and simple and multiple regression analyses. After analyzing the data contained in this study and conducting the process of testing its hypotheses, the study reached several results, most notably: The existence of a statistically significant effect of all dimensions of institutional excellence represented in (leadership excellence, service delivery, human excellence) in the mental image with its dimensions represented in (mental self-image, desired mental image, perceived mental image) in Jordanian banks, and accordingly, the researcher presented a set of recommendations aimed at upgrading the level of institutional excellence.
Institutional Excellence, Mental Image, Jordanian Banks.