The significance of this study revolves around investigating the interrelationship between total quality management (TQM), service quality (SQ), and the financial performance (FP).

This distinctive study investigated six TQM practices (1.managerial leadership, 2.employee involvement, 3.customer focus, 4.process management, 5.employees training, and 6.supplier quality management ) in conjunction with five SQ factors (1.tangibility, 2.reliability, 3.empathy, 4.assurance, and 5.responsiveness). Consequently, the purpose of this research is to examine how TQM and SQ practices affect companies’ FP in Jordan’s container shipping industry, as well as which TQM and SQ practices shipping firms should prioritize to have an impact on FP.

Two TQM practices—managerial leadership and employee involvement—have a significant positive effect on SQ levels, and one SQ dimension, namely responsiveness, has the biggest and most significant effect on the FP of container shipping companies. Furthermore, SQ mediates the relationship between TQM and FP.

Which of the six TQM practices do you believe has the greatest impact on your firm's SQ level in your country, and which of the five SQ dimensions has the greatest impact on your company in your country?