التمكن الإداري و دوره في تحقيق جودة الخدمة : دراسة تحليلية لآراء عينة من الزبائن و العاملين في شركة توزيع المنتجات النفطية هيأة توزيع الفرات الأوسط-فرع بابل

Abstract EN

Of this study is to determine the impact of administrative empowerment on quality of service.

To achieve this, the study relied on administrative empowerment in its dimensions (delegating authority, training, effective communication and motivation) and quality of service in its dimensions of reliability, responsiveness, compassion, safety and content.

The study tried to answer the questions of the problem, the most important of which is the level of administrative empowerment in the organization in question? What is the quality of service in the organization being investigated? Is there a relationship between administrative empowerment and quality of service? The study was conducted in the General Company for the distribution of petroleum products/Central Euphrates Distribution Authority/Babel Branch.

The questionnaire was used to obtain the necessary data, as well as personal interviews.

The opinions of 150 workers were analysed in addition to 35 customers .

The simple correlation coefficient was used to measure the correlation between the variables, the backward analysis, and the T test to determine the significance of the simple and multiple regression equation, as well as the use of the ANOVA analysis.

The simulation method was used to generate data (views) of all the resolution sections that were pre-designed according to the five-dimensional Likert's scale for the sample size (n=150).The study sought to achieve a set of objectives, the most important of which is to identify the relationship between administrative empowerment and quality of service and to determine the relationship between their dimensions.

The study concluded that the organization does not give great importance to granting employees wide powers and therefore will limit the ability of employees to take the bigger role and take control of the matter and the attention of the organization well respond quickly to the need of the customer when requesting service.