إعادة هندسة العمليات إلادارية و علاقتها بجودة الخدمات بوزارة النقل و المواصلات بالمحافظات الفلسطينية الجنوبية

الملخص EN

The study aimed to identify the relationship between administrative processes reengineering and improvement of services quality in Ministry of Transport and Communications in the southern Palestinian governorates, the study relied on the descriptive analytical method, and used the questionnaire as a fundamental tool for collecting data, the questionnaire consisted of six axes aiming to measure the trends of employees in the Ministry of Transport and Communications, using comprehensive survey method in selecting of the study items.

The findings of the study indicate that the correlated relationship between administrative processes reengineering in its dimensions (information technology, employee empowerment, organizational culture, commitment of senior management, organizational structure) and improving the services quality in the Ministry of Transport and Communications.

The study recommends the need for the Ministry of Transport and Communications to possess innovative technology, which provides it with the speed and accuracy of the completion of its operations and activities in order to ensure the improvement of the quality of its services.