The role of servant leadership in improving the quality of services
Analytical research of the opinions of a sample of workers at Al
Salam Health Center In Al-Hay District / Wasit Governorate
A research submitted to the Council of the College of
Administration and Economics / University of Karbala,
Which is part of the requirements for obtaining the Higher
Diploma in Quality Management
Written By:
Hamid Khudair Abdel Abbas Al-Badri
Supervised By
Assistant Professor Dr
Saleh Mahdi Muhammad Al-Hasnawi
Abstract
The aim of this research is to identify the role of servant leadership in improving the quality of services from the point of view of employees at Al-Salam Health Center in Al-Hay District/Wasit Governorate, through a main question: What is the impact of servant leadership in improving the quality of services? The problem of the research was that most organizations’ managements did not know the importance and impact of adopting the servant leadership style in improving the quality of services provided in their organizations.
In order to achieve the research objectives, two main hypotheses were developed, and five sub-hypotheses branch out from each hypothesis. The first main hypothesis and its sub-hypotheses dealt with the correlation between the first variable, which is servant leadership (the independent variable), and its dimensions (vision, empowerment, moral
affection, Humility, trust), and the second variable, which is the quality of services (the dependent variable) and its dimensions (reliability, responsiveness, empathy, safety, tangibility).
The second main hypothesis, along with its sub-hypotheses, dealt with the effect of the first variable and its dimensions on the second variable. The researcher developed a hypothetical chart that shows the nature The type of
relationship between the research variables and their dimensions.
In order to test the research hypotheses, the researcher used the analytical descriptive statistical approach, where a sample consisting of (110) individuals was adopted and the research questionnaire was distributed to them, as a purposive sample of the research community,who are the employees working within the health center units above. For
the purpose of evaluating and analyzing the responses of the research sample, a number of Among the statistical methods, the most important of which are: (arithmetic mean, standard deviation, Cronbach’s alpha coefficient, average variance extracted, correlation coefficient (Pearson), and linear regression coefficient). Based on the outputs of the statistical analysis, the researcher developed a set of conclusions that confirm (the existence of a correlation relationship and an effect with a positive moral significance). Between servant leadership and quality of services).
Accordingly, the researcher presented a set of recommendations, the most important of which is the necessity of establishing a culture of servant leadership among managers and departments and adopting this leadership style to motivate their employees, which leads to improving the quality of services provided to citizens with love and dedication.
key words: Servant leadership, quality services.
