Investigating the Factors that Influence Service Quality at the Directorates General of Education in Sultanate of Oman
The aim of this study was to examine the factors that influence service quality in the Directorates General of Education in the Sultanate of Oman. Specifically, this study investigates the effect of work environment factors (organizational learning culture, top management support, Islamic work et...
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| Summary: | The aim of this study was to examine the factors that influence service quality in the
Directorates General of Education in the Sultanate of Oman. Specifically, this study
investigates the effect of work environment factors (organizational learning culture, top
management support, Islamic work ethics) and individual factors (motivation and job
satisfaction) on service quality. This study also investigates the role of motivation and
job satisfaction as mediators in the relationship between organizational learning culture,
top management support, Islamic work ethics and service quality. The data for this study
was collected through questionnaires from two sources. The first source was the heads
of sections in the Directorates General of Education in the Sultanate of Oman. The
questionnaire includes questions related to organizational learning culture, top
management support, Islamic work ethics, motivation, and job satisfaction. The second
source was the employees under the supervision of the heads of section (in this study
regarded as internal customers for the heads of section). The questionnaire consists of
questions related to service quality performed by the heads of section. The final sample
was 206 heads of sections and 620 employees. The data of this study was analyzed using
the Statistical Package for the Social Sciences software. The findings show that
organizational learning culture ((β=0.270; t value: 3.298; p<0.01), top management
support (β=0.198; t value: 2.440; p<0.05) and Islamic work ethics (β=0.559; t value:
9.435; p<0.001) have a positive and significant effect on job satisfaction. However, only
the Islamic work ethics (β=0.559; t value: 9.435; p<0.001) shows a positive and
significant effect on motivation. The results also showed a positive and significant effect
(β=0.132; t value: 1.986; p<0.05) of motivation on service quality. However, job
satisfaction has no significant effect (β=-0.006; t value: 0.090; p>0.05) on service
quality. In addition, the results indicated that there is no mediating effect of motivation
and job satisfaction in the relationship between organizational learning culture, top
management support, Islamic work ethics and service quality. This study provides
significant input to the Ministry of Education, Oman, about the importance of
organizational learning culture, top management support, Islamic work ethic and
motivation in improving the service quality provided by the Ministry of Education,
Oman. |
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