إدارة المخاطر و انعكاسها على جودة الخدمة البلدية : دراسة استطلاعية لآراء عينة من الموظفين في مديرية مجاري صلاح الدين

Abstract EN

The current research aims to study risk management and its effects on the quality of services provided by Salahalddin Sewage Control Directorate.

To achieve this purpose, an investigation to the relationship between two variables was performed: First, the dimensions of risk management (the stage of diagnosing and assessing risks, the stage of decision-making and facing risks, Risk assessment and review stage); second, the quality of municipal services (Tangibility, Reliability, Responsiveness, Assurance and empathy).

Samples of this research were chosen through the targeted sampling method and it consisted of 91 individuals with 65 out of them were public sector employees.

A survey was used to collect the data that consists of 43 items based on two parameters and was tested using honesty and consistency test.

In order to examine the accuracy of the hypothesis and its success in achieving the study aims, we have used the analytic adjectival approach and statistical data analysis, which includes the mean, standard deviation, Coefficient of variation and relative importance index, using SPSS.

V.26 software.

The research concluded that Salahalddin Sewage Control Directorate aspires to provide a high quality service to its customers, employs risk management to support such objective through the assessment and review of risks and decision-making.

In addition, the directorate employs risk management to improve the quality of its services using offensive and defensive approach, especially when decisions are made to encounter and review risks.

Finally, this study has revealed a relationship and effect between risk management and improving the quality of provided services.