Strategic Response and its Role in Improving Services Quality
(An analytical study of the opinions of a sample of medical and nursing staff at Al-Kafeel Specialist Hospital in the Holy Karbala Governorate)
A Thesis Submitted to
The Council of the Faculty of Administration and Economics / University of Karbala
As Partial Fulfillment of the Requirements for the Master Degree in Business Administration
By:
Jihad Dawood Salman
Supervise by:
Prof. Dr. Mahmood Fahad Abd Ali
Abstract
This study aims to know the role played by the strategic response as an independent variable with its dimensions (resource fluidity, business process maturity, business reaction to environment, business proaction to environment) in services quality as a dependent variable with its dimensions (reliability, assurance, tangibles, empathy, responsiveness). The problem of this study was identified in the need of Al-Kafeel Specialist Hospital in Karbala Governorate to improve the quality of its services provided to patients and their companions as a proactive activity to meet the dynamic environmental and competitive challenges by relying on the strategic response. In order to achieve the objectives of the study, it was applied in Al-Kafeel Specialist Hospital in the holy city of Karbala, and the study population was represented by all the medical and nursing staff inside the hospital, numbering (530), and a sample of them (240) was selected, and the questionnaire was distributed to them. After retrieving the (231) questionnaires, and after sorting and checking them, the valid ones for statistical analysis reached (226), and (5) questionnaires were excluded because they were not valid for analysis. In order to analyze the data obtained from the respondents, (SPSS V.25), (Microsoft Excel) and (Amos V.25) were used. The study reached some important conclusions based on the results obtained, the most important of which was that the strategic response positively affects the quality of health services. From an accurate diagnosis of the procedures for providing services and being proactive, identifying patients’ requirements and responding to them in the best possible way, and this would enhance the level of quality of services provided to them.. The study presented some recommendations, the most important of which was the invitation of the hospital administration, the study sample, to enhance the quality of health services practices in terms of providing services With high-level quality, ensuring the accuracy of its results for patients, increasing confidence factors in the quality of services provided, and encouraging health staff to adopt factors of empathy and response to all patients’ requests.
