University of Karbala

                 College of Administration and Economics

Submitted By

 Haider Abbas Hussein Alsaba

Supervised by

Assis .prof Dr.  Adel Abbas Abul Hussein Al-Janabi

The current research deals with the impact of the diversity of human resources on the quality of services . The diversity of the human resource creates a common vision between the administration and its human resources in the work environment and its target community And it has an impact on the quality of service, which represents an integrated system in which all the elements of the system interact Emphasis is placed on customer satisfaction and maintaining the relationship with them The research problem was represented by the extent of the Wasit Roads and Bridges Directorate’s awareness of human diversity and its impact on the quality of services. As for the importance of the research, it focused on how to raise the contribution of the quality of services to the searched directorate. The aim of the research focused on diagnosing the level of diversity in human resources,The field of application of this research was in the Directorate of Roads and Bridges in Wasit Governorate, and the questionnaire was used as a main tool in the data collection process.The size of the sample covered by the research reached (132) individuals, represented by the administration and workers within the searched directorate and its subordinate units.The research was based on two basic hypotheses. There is no statistically and significant correlation between the dimensions of human resource diversity and the quality of service. The second hypothesis does not have a statistically and morally significant effect between the dimensions of human resource diversity and service quality.Descriptive statistics and analytical statistics were used. Some statistical methods were used, the most important of which were frequencies, percentages, weighted arithmetic means, and standard deviations. Structural confirmation validity was used, using the equation modeling (SEM). it Diversity of human resources, quality of services used the indicators of conformity of the model, the critical ratio and the interpretation factor (R2).The statistical programs (Excel2010, Amos v24, Spss v23) were used for the purpose of conducting statistical analysis of the data.The most prominent conclusion is that managing human diversity has a major role in enhancing the quality of services. As for the most prominent recommendations, the surveyed directorate should involve its human resources in the decision

Key words: Diversity of human resources, quality of services