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Evaluating the Factors That Affect Service Quality Management on Arabic Public Sector


Affiliations
1 Engineering of Technical Communication Department, Uruk University, Baghdad, Iraq
 

Quality of queuing service management is the aim of any organization providing its services to customers. The purpose of this paper is to evaluate the factors affecting the quality of service provided by the public sector depending on waiting lines. For this purpose, a questionnaire survey was conducted on a sample of 394 to collect data relating to customer satisfaction. The questionnaire consists of five factors: process, tangible, responsiveness, reliability, and empathy. The results showed that the degree of agreement of the factors; process, tangible, reliability, responsiveness, empathy, and service quality gain a neutral category, and all the factors have statistically significant effects on quality of service except the empathy factor. For the demographic information, the results showed that there are statistically significant differences for most of the demographic information. This paper extends the previous research that investigates factors affecting e-recruitment. The author extends the results of previous research related to the transparency of e-recruitment. The study recommended the service departments should make more effort in the way of providing services to improve the level of service quality management.


Keywords

Empathy; Process; Queuing theory; Reliability; Responsiveness; Tangible
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  • Evaluating the Factors That Affect Service Quality Management on Arabic Public Sector

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Authors

YAS A. ALSULTANNY
Engineering of Technical Communication Department, Uruk University, Baghdad, Iraq

Abstract


Quality of queuing service management is the aim of any organization providing its services to customers. The purpose of this paper is to evaluate the factors affecting the quality of service provided by the public sector depending on waiting lines. For this purpose, a questionnaire survey was conducted on a sample of 394 to collect data relating to customer satisfaction. The questionnaire consists of five factors: process, tangible, responsiveness, reliability, and empathy. The results showed that the degree of agreement of the factors; process, tangible, reliability, responsiveness, empathy, and service quality gain a neutral category, and all the factors have statistically significant effects on quality of service except the empathy factor. For the demographic information, the results showed that there are statistically significant differences for most of the demographic information. This paper extends the previous research that investigates factors affecting e-recruitment. The author extends the results of previous research related to the transparency of e-recruitment. The study recommended the service departments should make more effort in the way of providing services to improve the level of service quality management.


Keywords


Empathy; Process; Queuing theory; Reliability; Responsiveness; Tangible

References





DOI: https://doi.org/10.13005/ojcst15.010203.02