An analytical survey study of the opinions of a sample of employees in the Al-Hussainiya Municipality Directorate affiliated with the Karbala Municipalities Directorate
A research submitted to the Council of the College of Administration and Economics / University of Karbala It is part of the requirements for obtaining a higher diploma in quality management
Submitted by the student:
Laith Ahmed Kazim AL-Shoroufi
Supervised by
Assistant Professor Dr
Yazin Salim Muhammed
Abstract
The current research aims to analyze the impact of knowledge sharing behavior on improving service quality in Al-Hussainiya Municipality Directorate, by studying the relationship between its four dimensions (written contributions, organizational communications, personal interactions, communities of practice) and the five dimensions of service quality (tangibility, reliability, responsiveness, assurance, empathy). Accordingly, a hypothetical diagram was developed that determines the nature of the relationship between the two variables, and Al-Hussainiya Municipality Directorate, affiliated with the Directorate of Municipalities of Karbala, in Karbala Governorate, was chosen as a field for practical application. The research relied on the descriptive analytical approach, where data were collected by distributing a questionnaire to (158) employees, with (149) valid responses analyzed using SPSS v.25. The statistical tools included confirmatory factor analysis, Cronbach’s alpha coefficient, Pearson’s correlation coefficient, and structural modeling (SEM). Form using the statistical program Spss.v.25.
The research reached many conclusions, the most important of which is the existence of a positive correlation and impact of knowledge sharing behavior on service quality. Communities of practice emerge as the most effective tools in increasing employee productivity, due to their role in enhancing cooperation and exchange of experiences among employees. This positively affects the quality of services provided and increases citizens’ confidence in the integrity of the organization and its ability to avoid errors. As for assurance, it topped the dimensions of service quality as a result of employee efficiency and the integrity of the organization. Written contributions and response showed poor performance, indicating an urgent need to document knowledge and improve the speed of interaction with citizens.
Accordingly, the researcher presented a set of recommendations, the most important of which is the need to focus on strengthening and supporting communities of practice due to their significant impact on knowledge sharing and service quality. Emphasizing written contributions by developing a sustainable system for documenting individual experiences in an easily accessible written knowledge base, and encouraging employees to write reports or case studies that contribute to the transfer of knowledge to ensure everyone benefits.
Keywords: Knowledge sharing behavior, service quality, Al-Hussainiya Municipality Directorate.
