تطوير الموارد البشرية و أثره في تنمية ثقافة خدمة العملاء في بلديات منطقة الرياض بالتطبيق على محافظات المجمعة، الغاط و الزلفي

الملخص EN

The research has discussed the development of human resources and its impact on the development of customer service culture in the municipalities of Riyadh applied to the governorates of Majmaah, Ghat and Zulfi, the research includes all employees except the guards and workers' categories, the municipalities in the Riyadh area are considered to be the most important government departments, because of their great importance to the region and citizens alike, The research problem is trying to figure out the impact of the development of human resources in the development of customer service culture, also care directly about employees and how to help them to enhance customer service through the launch of their abilities and talents inherent ,and give them special attention to their individual initiatives in order to avoid administrative recession and confront the major challenges which are facing the municipalities of Riyadh region in serving its customers.

This research aims to shed light on the concept of training and development of human resources, and recognize the benefits of training, Then the research discussed the concept of customer service, and the principles of distinguished service to customers, and to shed light on the reality of the customer services in the municipalities of Riyadh region.

The research consists of an introduction and four sections The first section deals with the training and development of human resources, the second section is talking about the concept of customer service, the third section discusses the municipalities of Riyadh region, and the fourth section deals with the field study, The most important results is the field study has shown that there is a correlation statistically significant at the level of significance between the development of human resources and the development of customer service culture in the public sector, they are estimated by 88.7% Among the most important recommendations is connecting training courses with practical side in the work in order to achieve the desired goals, That is why the descriptive analytical approach is the appropriate approach to this study .

In data analysis the research will depend on the statistical programs of Social Sciences package SPSS, Including descriptive statistics standards duplicates and percentages to describe the characteristics of the research sample.