This section presents the statistical analysis results for how respondents at public universities perceived performance in the internal processes perspective, customer (stakeholder) perspective, and learning and growth perspective (Tables 7.20 to 7.28). In
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addition, Table 7.29 summarises the overall perceptions of the academic staff at Jordanian public universities that were designated in this study.
7.5.1 Perspective of Internal Processes
Table 7.20 displays the mean perception of individual statements related to internal processes. Table 7.20 reveals the perceptions for the internal processes perspectives. The results indicated that the range of mean perceptions was 3.96 to 3.87. The means were arranged in descending order. However, in respect to the Likert rating scale, these results indicated that all mean values were close to the fourth option. This option represents the ‘agree’ option, which suggests that respondents agreed with the statements related to the internal processes perspective. Table 7.21 displays the overall statistical analysis for the internal processes perspective. The overall mean for these five statements is 3.918. These results exhibited a high level of significance at p≤ 0.000 compared to the significance at p≤ 0.05 (Table 7.21).
Table 7. 20 Rank order for statements related to variable internal processes perspective: (n= 200). No. of statement1 Statement Rank order (Mean) Std Deviation 65 There is a continuous increase in the rate of development for the educational environment. 3.96 0.890 63 There is a continuous increase in the rate of use of
educational technology. 3.94 0.866
61 There is a continuous increase in the productivity of
faculty members at the college. 3.93 0.877
64
There is a continuous increase in the rate of development for curriculum and educational programs.
3.90 0.910
62 There is a continuous increase in the rate of the production capacity of the administrative system. 3.87 0.928
1
Numbering appears as in the questionnaire.
Table 7. 21 Statistics of the overall ranks for perspective of internal processes (statements 61-65, Table 7.20).
Mean Standard deviation
Statements 61-65 3.918 0.408
7.5.2 Customer (Stakeholder) Perspectives
Tables 7.22 and 7.23 illustrate the mean of responses towards performance-related issues. The perceptions of respondents towards customer (stakeholder) perspectives
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ranged between 3.97 and 3.82 (Table 7.22), which is again close to the fourth option on the Likert rating scale, or ‘agree’. Similar results were also obtained in Table 7.23, whereas the range of the mean perceptions was 3.97 to 3.82 with a standard deviation of 1.080 to 0.809. The overall mean for respondent perceptions obtained was 3.851, which is also close to the fourth option, or ‘agree’. These results indicated that respondents agreed with the six issues at almost the same level as obtained previously.
Table 7. 22 Rank order for statements related to variable of customers (stakeholder) perspective: (N= 200). No. of statement1 Statement Rank order (Mean) Std Deviation 69 There is a constant decline in the rate of violations of
faculty members in regard to work behaviourism. 3.97 0.888
66 Faculty members in the university show a high
degree of enthusiasm at work. 3.95 0.809
70 There is a continuous decline in the number of faculty member job hoppers. 3.92 0.853 68 There is an increase in faculty proposals to develop
the college. 3.88 0.911
71 There is a continuous decline in the rate of
complaints of faculty members. 383 1.080
67 Faculty members are never absent unless it is reasonable. 3.82 0.890
1
Numbering appears as in the questionnaire.
Table 7. 23 Rank order for statements related to external stakeholders (marketplace). (N= 200). No. of statement1 Statement Rank order (Mean) Std Deviation 74 There is a continuous decline in the number
complaints arising from marketplaces. 3.81 0.969
75
There is an increase of loyalty on the part of employment for the company compared to competitors.
3.76 1.030
73
There is great interest of parties offering jobs to submit proposals for the development of the university and its outputs.
3.75 1.056
72 There is a continuous increase in the total number of
marketplaces compared to competitors. 3.74 1.095
1
Numbering appears as in the questionnaire.
Table 7. 24 Statistics of the overall ranks for customer (stakeholder) perspectives (statements 66- 75, Tables 7.22-7.23).
Mean Standard deviation
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7.5.3 Learning and Growth Perspective
The learning and growth perspective is the last variable that encompasses the three sets of issues, including technology innovation (three statements, Table 7.25), administrative innovation (three statements, Table 7.26), and additional creativity (three statements, Table 7.27). The range of mean perceptions for technology innovation is 3.79 to 3.74, with standard deviations of 0.892 to 1.063. A similar range was obtained for the mean perceptions (3.78 to 3.73, Table 7.26) for administrative innovation and additionally for creativity (3.80 to 3.73, Table 7.27).
Table 7. 25 Rank order for statements related to technological innovation. (N= 200). No. of statement1 Statement Rank order (Mean) Std Deviation 77
The university availed itself to local competent personnel in the process of increasing the number of graduates.
3.79 0.892
78
The university has received patents that enhance its
creativity. 3.76 1.014
76
The university has initiated the graduation of new
batches that suit the needs of the marketplace. 3.74 1.063
1Numbering appears as in the questionnaire.
Table 7. 26 Rank order for statements related to administrative innovation. (N= 200). No. of statement1 Statement Rank order (Mean) Std Deviation 80
The university has conducted extensive changes (introduction or cancel sections) in its
organisational structure.
3.78 1.005
81
The university has conducted radical changes in the use of computer systems in the administrative processes.
3.74 1.053
79
The university has pursued new policies in the area
of recruitment, bonuses, promotions, and training. 3.73 1.060
1
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Table 7. 27 Rank order for statements related to additional creativity (N= 200). No. of statement1 Statement Rank order (Mean) Std Deviation 82
The university has conducted amendments to local
talent to improve the learning process. 3.80 0.951
83
The university has introduced new programs to
augment student loyalty. 3.73 1.012
1
Numbering appears as in the questionnaire.
Table 7. 28 Statistics of the overall ranks for learning and growth perspective (statements 76-83, Tables 7.25-7.27).
Mean Standard deviation
Statements 76-83 3.756 0.367
In summary, the sets of statements that were analysed in this section indicated that respondents at Jordanian public universities exhibited similar perceptions towards all statements. The perceptions of respondents were all close to the fourth option, or ‘agree’. The overall mean of the perceptions towards the 83 statements was 3.832, which falls in the same range of the obtained means for the 83 statements.
Table 7. 29 Statistics of the overall ranks for overall performance (statements 61-83, Tables 7.20- 7.23, 7.25-7.27 ).
Mean Standard deviation
Statements 61-83 3.832 0.267
7. 6 Correlation Coefficient of KM Process with Management-related Variables