اثر جودة االخدمة المقدمة من وزارة التربية والتعليم في سلطنة عمان على رضا الهراجعين: الدور التفاعلي لدعم الأدارة العليا والثقافة التنظيمية
This study aimed at examine the impact of services quality provided by the Sultanate of Oman Ministry of Education on the customers’ satisfaction using the SERVPERF five dimensions (tangibles, reliability ،responsiveness ،assurance, and empathy), The characteristics of the organization (top manageme...
Saved in:
| Summary: | This study aimed at examine the impact of services quality provided by the Sultanate of Oman Ministry of Education on the customers’ satisfaction using the SERVPERF five dimensions (tangibles, reliability ،responsiveness ،assurance, and empathy), The characteristics of the organization (top management and organizational culture) as moderating variables (interactive) between the service quality and customers satisfaction in the Ministry of Education in the Sultanate of Oman. The study used descriptive analytical approach. To achieve the research objectives questionnaire survey has been applied and distributed to 357 respondents. The findings of the study showed that all dimensions of quality of service have had a positive impact on the level of customers’ satisfaction and its proportion are of moderate significant except assurance ،
it had a high positive significant impact . The study also concluded with some recommendations for the Ministry of Education to pay attention towards the customers satisfaction by hiring qualified staff as customers originator especially the front desk staff who deal directly with the customers and those who are able to gain their satisfaction. Further, the Ministry of Education should invest more in training to ensure to equip the staff with the skills required in providing services and ensuring the customer satisfaction. |
|---|