Participatory Leadership And its Impact On Customer Happiness
An Analytical Survey Of the opinions of Sample Leaders in the Public

Telecommunications Company-Baghdad

To the Council  of the College Administration and Economics , University of Karbala As Partial Fulfillment of the Requirements For the Degree  Higher Diploma in Quality Management Sciences

A Dissertation Submitted By
Ashwak Salah Hadi
Supervisor By
Dr  Adel Abbas Abed Hussein Al-Janabi

Abstract
      The aim of this research is to study the participatory relationship and its effect on customer happiness, as well as to know the role that participatory leadership plays in the success of the participation process, and to present theoretical features to managers in the company under discussion about the relationship between participatory leadership and its role in customer happiness, while the importance of the research focused on satisfying all members Workers, directly and indirectly, by enhancing their self-confidence, and building positive work ties between the company’s employees, as well as focusing on contributing to educating company leaders about the importance of employee participation in the company’s leadership, An analytical framework was used for the opinions of a sample of leaders in the Public Telecommunications Company, amounting to (50) leaders “from the employees of the researched company. The participatory leadership variable was expressed as being an independent variable in dimensions (delegation of authority, participation in decision-making, human relations), as for customer happiness As an independent variable in dimensions (customer voice, relationship management with the customer, competitive analysis), the research problem was represented by the degree of participatory leadership practiced by leaders in the General Telecommunications Company.

         The research was based on two basic hypotheses, the most important of which is that there is no statistically significant effect of participatory leadership and customer happiness. A number of statistical methods were used, the most important of which were (arithmetic mean, standard deviation, Cronbach’s alpha, T value, F, beta, determination coefficient R2, Pearson correlation coefficient. , And the statistical program SPSS.V.20) was used for the purpose of conducting statistical analysis of the data

        The research reached several conclusions, the most important of which was the existence of a significant and moral correlation between each element of the participatory leadership and its effect on the happiness of the customer in the company under consideration. As for the most prominent recommendations, the necessity of involving all workers in the planning, implementation and direction processes through their participation in leadership, decision-making and delegating authority

Key words: participatory leadership, customer happiness