Paper
Management by Walking Around and Service Quality: The Moderating Role of Transformational Leadership – A Concept of the Arab Bank in Jordan
Published 2020 · Bilal Khalaf Sakarneha
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Abstract
Service quality remains a challenging issue in the Arab Bank in Jordan in the area of managing its route operations. Management by walking around (MWA) is an effective established approach commonly employed to monitor the progress of activities and to checkmate and resolve impending problems in organisations. This is achieved through an effective transformational leadership approach used by Arab Bank managers to improve the service quality of their personnel. The moderating effect of transformational leadership on the relationship between MWA and service quality remains an area that lacks research focus, particularly in Jordan. In spite of contemporary progress in the research of transformational leadership and its implementation in banks such as the Arab bank in Jordan, improvement of service quality continued to be a challenging issue until this current research intervention. The findings revealed that transformational leadership has a strong potential to moderate the relationship between management by walking around and the quality of the Arab Bank services in Jordan. It also showed that this moderating effect of transformational leadership has significant and positive influence on personnel ability to improve performance, which in turn, influences service quality. It is projected that this moderating role of transformational leadership can substantially improve service quality by examining the strength of the relationship between MWA and service quality. Hence, this work, based on the relevant literature and theories, conceptualised that ‘transformational leadership moderates the relationship between communication power by uncovering facts, encouragement, feedback, and service quality in the Arab bank in Jordan.
Transformational leadership positively influences the relationship between management by walking around and service quality in the Arab Bank in Jordan.
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