جودة الخدمات المقدمة من الهيئات الحكومية في محافظة طولكرم من منظور موظفيها والمستفيدين من خدماتها

الموضوعات

إدارة

روابط وملفات

التعريف والنوع

رقم الوثيقة

00d9e701-6772-4560-ab57-70b5dcef7f07

رقم العقد

0

نوع الوسائط

Crawler

نوع المحتوى

الرسائل العلمية

صيغة المصدر

رسائل ماجيستير

نوع الملف

pdf text

أسماء الملفات

1694612_1.pdf

بيانات النشر

ترجمة العنوان

The Quality of services provided by the governmental institutions from the perspective of its staff and from the perspective of beneficiaries of its services

ألقاب المؤلفين

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اللغة

Arabic

المصدر والدورية

اسم المصدر

جودة الخدمات المقدمة من الهيئات الحكومية في محافظة طولكرم من منظور موظفيها والمستفيدين من خدماتها

المحتوى والصفحات

عدد الصفحات

133

ترجمة الملخص

This study aims to identify the quality of services provided by the governmental institutions in The Governorate of Tulkarm from the perspective of the staff of these institutions, and from the perspective of the beneficiaries of its services. It also aims to identify the role of the different variables such as target institution, sex(gender) ,age, qualifications(education),years of management experience and position influencing the level of satisfaction with the quality of services through answering the following questions ,that is, to what extent are the differences between the expectations of the beneficiaries of the services provided by the governmental institutions in Tulkarm Governorate and actual perceived service ,and to what extent is the knowledge of the staff in governmental institutions of the standard of quality as well On the other hand, there are statistically significant differences among the beneficiaries of the services provided by the governmental institutions in Tulkarm Governorate and its staff due to demographic variables, and how efficient are the governmental institutions in applying the standard of quality in services provided by Tulkarm governorate. Actually, to answer all these questions the study was conducted on all members of the target sample of study (100) staff, whereas, concerning the beneficiaries it was selected a random sample (approx 100 beneficiaries. The total number questionnaires fit to the statistical analysis was 80 staff and 84 beneficiaries. On the other hand, while the measure adopted in studying the role of demographic variables (age, education, managerial experience and position) was a set of questions about the performance applied in the governmental institutions and the questionnaire of the quality which included (36 paragraph) distributed in six dimensions (reliability, objectivity ,good communication, work producers , human and financial resources. The results have shown that there was satisfaction with the quality of services by the employees of the governmental institutions and its beneficiaries as well. The overall assessment of the quality of services provided by the governmental institutions in Tulkarm Governorate was very high for the staff (average 75.8%). And the arrangement of dimensions according to the degree of service evaluation for the staff are as follows :( reliability, objectivity speed and accuracy in performance, good communication, work producers and human financial resources). The results have also shown that there was no statistically significant differences in mean, according to the point view of each of the beneficiaries and the staff due to the variables of each target group (gender, marital status, and target institution, place of residence, age and educational achievement). On the other hand, the results have displayed that the impact of the experience variable of satisfaction with the quality of services, the existence of statistical differences between the staff sample who have 5 year experience or less was for the benefit of the first group, however, the existence of the statistical differences among the staff sample who have 10 years of experience or above was for the benefit of the first group. طThe researcher has come out with the following recommendations such as: the necessity of adopting, the system of the quality services by the head quarters of the Palestinian governmental institutions which include waiting rooms, parking equipped with the update techniques and technologies .Also there is a need to give more power or authority to the staff in charge of services being given to the public in order to reduce bureaucracy Finally, there must be a special division or department of the public service in each institution in order to make people acquire service in less time and effort as possible.

إشراف وإعداد

الإشراف

مجيد منصور

الإعداد

جمال محمد سعيد عبد الرازق حسن

الاقتباسات الببليوغرافية