Assessment of the Public Social Service Institutions in Ramallah and Al-Bireh Governorate in light of Total Quality Management from the Perspective of Employees
Keywords:
Assessment, the Public Social Service Institutions, Ramallah and Al-Bireh Governorate, Total Quality Management, EmployeesAbstract
The present study aimed at evaluating the level of services offered by the
governmental social establishments in Ramallah and Al-Bireh governorate. in the
light of the total quality management criteria, and also to find out the role and impact
of some related variables on it.
To achieve this objective, the researcher used the field-descriptive and analytical
method. The population of the study consisted of 70 workers.
The researcher built a questionnaire of 60 items covering five areas, which was
subjected to a reliability test by using Cronbach alpha coefficient. To analyze data, the
researcher used one-way analysis of variance (ANOVA), t-test on the independent
samples, and Scheffe test.
The results of the study referred to the average degree level of the service quality
provided by the governmental social work establishments in Ramallah and Al-Bireh
governorate.
Based on the results of the study, the researcher submitted some recommendations
that are necessary to support the efforts to apply the standards of quality in the social
work establishments in Ramallah and Al-Bireh governorate, thereof:
1. Formation a specialized committee to review and evaluate the
establishments of social work based on the standards of quality control.
2. More researches and studies on the establishments of social work are
recommended to cover all aspects related to social work establishments in
Palestine.
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