ﻣﺴﺘﻮﯾﺎت رﺿﺎ اﻟﺠﻤﮭﻮر ﻋﻦ ﻣﺪى اﻹﺳﺘﺠﺎﺑﺔ ﻹﺣِﺘﯿﺎﺟﺎتة ﻓﻲ ﻣﺆﺳﺴﺎت اﻹدارة اﻟﻌﺎﻣﺔ اﻟﺨﺪﻣِﯿﺔ: دراﺳﺔ إﺳﺘﻄﻼﻋﯿﺔ ﺗﺤﻠﯿﻠﯿﺔ ﻓﻲ إﻣﺎرة أﺑﻮ ظﺒﻲ

الموضوعات

سياسة

روابط وملفات

التعريف والنوع

رقم الوثيقة

1015c974-1387-48bb-8246-7ec477fcb64d

رقم العقد

0

نوع الوسائط

Crawler

نوع المحتوى

الرسائل العلمية

صيغة المصدر

رسائل ماجيستير

نوع الملف

pdf text

أسماء الملفات

2325541_2.pdf

بيانات النشر

ألقاب المؤلفين

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اللغة

Arabic

المصدر والدورية

اسم المصدر

ﻣﺴﺘﻮﯾﺎت رﺿﺎ اﻟﺠﻤﮭﻮر ﻋﻦ ﻣﺪى اﻹﺳﺘﺠﺎﺑﺔ ﻹﺣِﺘﯿﺎﺟﺎتة ﻓﻲ ﻣﺆﺳﺴﺎت اﻹدارة اﻟﻌﺎﻣﺔ اﻟﺨﺪﻣِﯿﺔ: دراﺳﺔ إﺳﺘﻄﻼﻋﯿﺔ ﺗﺤﻠﯿﻠﯿﺔ ﻓﻲ إﻣﺎرة أﺑﻮ ظﺒﻲ

المحتوى والصفحات

عدد الصفحات

0

ترجمة الملخص

To maintain the efficiency of government services in the Emirate of Abu Dhabi, the government agencies are interested in measuring public satisfaction with various aspects of their performance, such as the level of responsiveness to the needs of the public, the quality of services provided, and the behavior of employees during their daily work. To maintain customer public service standards and to achieve high levels of customer satisfaction in various government departments, these institutions have developed practical public service quality criteria to achieve the Abu Dhabi government's key performance indicators. However, many relevant studies do not reflect the actual performance and responses of the customer service sections at various government departments to fill the needs of their clients. In both cases, the Abu Dhabi government cannot rely strongly on the random non-scientific surveys conducted by institutions on their target customers. Rather, it needs solid scientific studies that can provide an objective scientific diagnosis of the reality of the degree of response of service institutions, which is an important measure standard of quality service. The lack of scientific studies on different aspects of the response leads to the inability to sustain their excellence in performance and may weaken customer trust in their relationships with the public. So, it is important to understand the needs and interrelationship behavior of the clients. This public-centered study aimed to measure the satisfaction of a segment of clients with provided public services linked to government principles, e.g., transparency, accountability, responsibility, equality, awareness-raising, and ease of service provision. It also presents governance in Abu Dhabi concerning customer service and satisfaction in the private and public sectors and the important actions taken to implement it. The responses of survey participants helped to suggest thoughtful recommendations for government customer service staff.

إشراف وإعداد

الإشراف

عبدالفتاح ياغي

الإعداد

ﺣﻠﯿﻤﺔ ﺳﻌﯿﺪ علي اﻟﮭﺎﻄﻟﻲ

الاقتباسات الببليوغرافية