أثر عوامل التميز التنظيمي على جودة الخدمات في الشركة العمانية للاتصالات (عمانتل)
Business companies are always working to gain success, retain success, and survive, as well as studying and arranging themselves to better adapt to their tactics, generate new goods, and employ renewable resources. The problem that the research tries to raise within the context of the study is th...
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| Summary: | Business companies are always working to gain success, retain success, and survive, as
well as studying and arranging themselves to better adapt to their tactics, generate new
goods, and employ renewable resources. The problem that the research tries to raise
within the context of the study is that the Omani Telecom Company was not aware
enough of the importance of managing competencies and drawing strategic plans that
include attracting, training, empowering, and motivating employees, based on reports
issued by the company. As a result, the goal of this study was to determine the level of
organizational excellence at the Oman Telecommunications Company in the Sultanate
of Oman's Governorate of Dhofar. Then, identify the elements that influence
organizational excellence in the telecommunications firm, and determine which of these
aspects have a higher impact than others, such as training, empowerment, and
motivation. The study used a descriptive approach to analyze the data obtained through
the questionnaire that was distributed to the study sample, consisting of (313)
respondents representing the study sample of the employees of the Oman
Telecommunications Company. The study used the SPSS program for meta-analyses,
as well as the AMOS program in order to test the hypothesis of the study. The findings
revealed that Oman Telecommunications Company's involvement in empowerment
will have a beneficial impact on customer tangibility. The results of the statistical
analysis also confirmed the first hypothesis that there was no positive effect of training
and motivation on tangibility according to the standard estimates, which were smaller
than the specified standard. as well as the statistical significance, which was greater than
the level of statistical significance for each of the factors of training and motivation.
The results also confirmed that the interest in the empowerment of the Oman
Telecommunications Company will lead to a positive impact on the reliability of
customers. The study recommended to pay more attention and research in the field of
organizations that seek to achieve a high level of quality and excellence by identifying
customers' problems and trying to identify new dimensions that have effects on the level
of service such as the means and tools that facilitate the employee's work to provide a
better service. |
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