Impact of service quality management in promoting organizational values

Analytical research of the opinions of a sample of employees in the Holy Karbala Education Directorate

Submitted to the board of the College of Administration and Economics – University of Karbala as part of the requirements for Degree a higher diploma in business administration.

Provided by the student

Salim Jabbar Radhi

Supervised by

prof. Dr

Faisal Alwan Al-Taie

Abstract:

 The organization’s administrative methods have multiplied to trigger their objectives and the theme (quality of service management) as one of these methods requires consistently and examine study to identify the most appropriate administrative dimensions to improve the quality of service provided in the organization.

The problem of the search was made from two sides (intellectual and field), For the guaranteed intellectual side (is the management of the quality of services or service approved in the Organization contributes to strengthening its Organizational values). The current research aims to clarify the quality of service and the most important dimensions (reliability, Safety, response, tangibility, empathy) and determine their impact and association in promoting and improving Organizational values, through their dimensions (management management, mission management, relevant management, environmental management), Based on the importance of research, they discussed two important themes (service quality management) and (regulatory values), has been put Default schema to Determines the nature of the relationship between variables. In order to find out or detect the nature of this relationship, a number of hypotheses were tested at the statistical program (SPSSv26). Where the research was applied to a sample of the General Directorate of Karbala’s holy breeding and included department staff that had a direct relationship to dealing with the quality administration of  (100) employees, Research data has been collected using the questionnaire form, designed by ready-made measures, The researcher has adopted a set of statistical methods to reach research results (Kronbach Alpha, Manguard, Standard Deviation, Simple Linear Link Planner, Simple Linear Region Analysis). The research has reached a range of conclusions, and its most important is that the dimensions of the quality of service management (reliability, Safety, response, tangibility, empathy) have a relationship and positive impact in promoting organizational values, And that the dimensions of regulatory values in (management management, mission management, relations management, environmental administration) has a related and associated relationship despite the presence of some dispersion on those values, The most important conclusions reached that interest in managing the quality of service improves the promotion of organizational values, as well as an impact on the management of service quality management in promoting organizational values for the organization.

 Keywords: Service Quality Management, organizational Values.