Functional empowerment and its role in service giving quality
An analytical study of the opinions of a sample of employees of the Karbala Youth and Sports Directorate
A research submitted to the Council of the College of Administration and Economics / University of Karbala as part of the requirements for obtaining a higher diploma in quality management.
Written by:
Hussam Marzouq Aliwy Al-Jabouri
Supervised by
Dr. Ali Mohammed Abdul Kadhom
Abstract:
The aim of the research is to know the functional empowerment and its role in the quality of service provided in the Directorate of Youth and Sports of the Holy Karbala. The research problem was identified with a main question, which is: To what extent does functional empowerment play a role in influencing the quality of service in the targeted department? A hypothetical diagram was designed that reflects the researcher’s perceptions of the type of relationships between the independent variable functional empowerment with its dimensions: availability of information, possession of knowledge, rewards, and authority (Lowler & Bowen, 1995), and the dependent variable: service quality with its dimensions: dependability, responsiveness, security, tangibility, and empathy (2018).
The research adopted the descriptive analytical approach in collecting, analyzing and interpreting information. The questionnaire was also used as a primary tool in collecting data and information from a sample of (95) employees from the researched directorate. A five-point scale from completely agree to disagree was used to complete a set of statistical methods that helped in analyzing the research data and testing its hypotheses, represented by (frequency analysis, Cronbach’s coefficient, arithmetic mean, simple Pearson correlation coefficient, simple linear regression, standard deviation, based on statistical programs (SPSS.25). The results showed the existence of a correlation between the dimensions of functional empowerment and the quality of the service provided, and the existence of an influence relationship between functional empowerment and the quality of the service provided.
This research concluded that the research sample does not pay much attention to granting employees broad powers that limit the ability of employees as well as the existence of a statistical correlation and influence between the research variables, and therefore the research satisfies the necessity of granting employees powers and breadth because the position after the essence of the organization and the basis in providing the stigma with a high return, and the situation of guidance with all the number of variables and commitment to it because it is the basis for achieving the neck and increasing the governors
Key Events Functional Dragon Quality of Service Provided Directorate of Youth and Sports of Holy Karbala.
