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...
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my-usim-ddms-12932 |
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my-usim-ddms-129322024-05-29T18:42:52Z اثر جودة االخدمة المقدمة من وزارة التربية والتعليم في سلطنة عمان على رضا الهراجعين: الدور التفاعلي لدعم الأدارة العليا والثقافة التنظيمية Ahmed Hamood Ibrahim Alsarhani 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. Universiti Sains Islam Malaysia 2020-07 Thesis other https://oarep.usim.edu.my/handle/123456789/12932 https://oarep.usim.edu.my/bitstreams/d7cd70fc-9144-449f-8aea-b8e89f076549/download 8a4605be74aa9ea9d79846c1fba20a33 https://oarep.usim.edu.my/bitstreams/d6247768-cafc-4775-86a0-75ada209bd4b/download 101a70987282fb6dd10a8132d535c9c3 https://oarep.usim.edu.my/bitstreams/1719770f-93d8-40d7-9d8f-798150bf2714/download 2a8ed1858945ed74ce02541387c33d6f https://oarep.usim.edu.my/bitstreams/0b673d0d-8e9a-4223-aeab-4712c11c8468/download 879a44cd2752df21ee329f2809861856 https://oarep.usim.edu.my/bitstreams/6e937ead-58d5-47cc-bded-153b73d3dd57/download 7fa7c8b48ea3c49e01adc2a150ec8349 https://oarep.usim.edu.my/bitstreams/82efbbfa-73dc-4fd7-ab32-70b680e3a96f/download 7931555ee31442fe52d3809574ce6217 https://oarep.usim.edu.my/bitstreams/eaf41e82-f846-44d6-b3e4-fd4aaa13d4bc/download ea067d50bee195e152e49cb460b45b95 https://oarep.usim.edu.my/bitstreams/dc92ab12-0e44-4666-b350-da800528b6f3/download aaee602fed1b5fd90b89ed4c3d3f87a1 https://oarep.usim.edu.my/bitstreams/b6059773-68aa-4319-aef5-4035704184c4/download 8e84bfa63ad1906ec8817ddc6e1d7e7d https://oarep.usim.edu.my/bitstreams/32eb8a00-2696-41f5-b113-84013f188d83/download e59875b85d0f345fad8dcd19c2ac9823 https://oarep.usim.edu.my/bitstreams/48067869-1faa-4319-838b-77bd037a543c/download 7463ba45cc79147d0b86daa5998e924f https://oarep.usim.edu.my/bitstreams/9563a6d8-393a-40e4-a2e6-1bd26b52a99e/download a54df6f3ad151ab7e0de8ad77bbd73eb https://oarep.usim.edu.my/bitstreams/f2619ca6-5d80-41d8-9198-058aa1e1c12d/download 40c17c926b1fad5bf1f87ca56c494aa8 https://oarep.usim.edu.my/bitstreams/6a983c48-622b-448f-b4c0-0ba051d0308b/download f6a0b7d86f63a59c351acfed30117826 https://oarep.usim.edu.my/bitstreams/06acff41-6255-4163-84c6-9aea4cb7780d/download b5081b5889f03af5e8b21a245b695f30 https://oarep.usim.edu.my/bitstreams/235b8cf4-dbc6-40cf-91c5-45a0f5fc72e6/download 42b870df6c80f9b28c7f928ac27d6409 https://oarep.usim.edu.my/bitstreams/a0dc61b9-8f33-4cd8-9ac7-097ab00c7bd1/download 68b329da9893e34099c7d8ad5cb9c940 https://oarep.usim.edu.my/bitstreams/6c6d5c60-4539-443b-8310-c34a3b07afd2/download 1e6b8a550b3bf5608ec48d2a43ba1871 https://oarep.usim.edu.my/bitstreams/840420f7-3789-4f6b-8050-7c910f69e232/download 71e0197745ba5b42cc48db9a079f5129 Education Sultanate of Oman Ministry |
| institution |
Universiti Sains Islam Malaysia |
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USIM Institutional Repository |
| language |
other |
| topic |
Education Sultanate of Oman Ministry |
| spellingShingle |
Education Sultanate of Oman Ministry Ahmed Hamood Ibrahim Alsarhani اثر جودة االخدمة المقدمة من وزارة التربية والتعليم في سلطنة عمان على رضا الهراجعين: الدور التفاعلي لدعم الأدارة العليا والثقافة التنظيمية |
| description |
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. |
| format |
Thesis |
| author |
Ahmed Hamood Ibrahim Alsarhani |
| author_facet |
Ahmed Hamood Ibrahim Alsarhani |
| author_sort |
Ahmed Hamood Ibrahim Alsarhani |
| title |
اثر جودة االخدمة المقدمة من وزارة التربية والتعليم في سلطنة عمان على رضا الهراجعين: الدور التفاعلي لدعم الأدارة العليا والثقافة التنظيمية |
| title_short |
اثر جودة االخدمة المقدمة من وزارة التربية والتعليم في سلطنة عمان على رضا الهراجعين: الدور التفاعلي لدعم الأدارة العليا والثقافة التنظيمية |
| title_full |
اثر جودة االخدمة المقدمة من وزارة التربية والتعليم في سلطنة عمان على رضا الهراجعين: الدور التفاعلي لدعم الأدارة العليا والثقافة التنظيمية |
| title_fullStr |
اثر جودة االخدمة المقدمة من وزارة التربية والتعليم في سلطنة عمان على رضا الهراجعين: الدور التفاعلي لدعم الأدارة العليا والثقافة التنظيمية |
| title_full_unstemmed |
اثر جودة االخدمة المقدمة من وزارة التربية والتعليم في سلطنة عمان على رضا الهراجعين: الدور التفاعلي لدعم الأدارة العليا والثقافة التنظيمية |
| title_sort |
اثر جودة االخدمة المقدمة من وزارة التربية والتعليم في سلطنة عمان على رضا الهراجعين: الدور التفاعلي لدعم الأدارة العليا والثقافة التنظيمية |
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Universiti Sains Islam Malaysia |
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