Lean leadership and its Impact in Service Quality Through Employee Involvement as a Mediating Variable       

Analytical study of the opinions of a sample of employees in private universities and colleges in the holy Karbala governorate

Master Thesis submitted to the Council of the College of Administration and Economics – University of Karbala as part obtaining a Master’s degree of Science in Business Administration

Introduction by researcher

Kamal Mohammed Yaqoub Al Kaabi

Supervised by

Prof. Dr Akram Mohsen Mahdi Al-Yasiri

Abstract

    This study aims to know the impact of  lean leadership as an independent variable by its dimensions (humility, calmness, wisdom, patience, objectivity, trust) in enhancing service quality as a dependent variable through its dimensions (dependency, response, empathy, safety (guarantee), tangibility) through participatory practices. Workers as a mediating variable by its dimensions (power sharing, information sharing, knowledge sharing, reward systems) in the educational sector in universities and private colleges in the holy Governorate of Karbala.

    The descriptive analytical approach was adopted in the study, and the questionnaire was designed as a main tool in collecting the data and information required for the study, and the study sample included employees in universities and private colleges, as the valid questionnaires for analysis were (178) questionnaires, which were statistically processed, and were used on a number of Among the statistical methods and methods, including (confirmative factor analysis, simple correlation coefficient (Pearson), arithmetic mean, coefficient of variation, standard deviation, relative importance, structural equation modeling to know and measure the extent of simple and multiple influence relationships as well as measuring direct and indirect influence relationships To examine and measure the study variables, statistical programs were used, including (Amose V.23, Spss V.23).

    The study also reached a set of conclusions, the most important of which is (there is a significant effect and correlation between the variables of the study), and the most prominent recommendations and future proposals were the need to pay attention to the higher administrations in the universities and colleges investigated using the relationship between lean leadership and the participation of workers optimally by following the best Methods to improve service quality.                                                                                              

Key words: – Lean leadership, Service quality, Employee involvement.