Training and its impact on improving service quality – An analytical study of the opinions of a sample of workers in the Ministry of Culture / Kurdish Culture and Publishing House
Research submitted to the Council of the College of Administration and Economics/ University of Karbala, as a Part of the Requirements for the Higher Diploma Degree in quality management
By
Sarah Ahmed Hadi
Supervised By
Assist. Prof. Dr. Mahmoud Fahd Al Dulaimi
Abstract
This research aims to demonstrate the impact of training on improving the quality of service provided in the Ministry of Culture, Tourism and Antiquities / Kurdish Culture and Publishing House, and in order to achieve this, four dimensions of training were adopted, which are the stages through which training is carried out, as follows: (Determining training needs, planning programs Training, implementation of training programs, evaluation of training programs). As for the service quality variable, five dimensions were adopted, as follows: (reliability, tangibility, response, trust, empathy). This research has derived its importance based on the effective training role in raising the level of employee performance and the corresponding improvement in the quality of services provided by the house under study. The researcher posed several questions regarding the paragraphs of the study variables, and to answer these questions, a questionnaire form prepared for this purpose was adopted and distributed to a number of employees in the house by (76) male and female employees from various job levels. The researcher also followed the descriptive and analytical approach and used some statistical methods related to (Spss. V.25) and (Smart Pls) programs. The research reached a set of conclusions, the most prominent of which is the existence of a correlation and influence between training and service quality. The research concluded with a set of recommendations, the most important of which were: the availability of sufficient material resources for service organizations (departments of the ministry), to achieve high quality in the services they provide.
