يهدف البحث الحالي الى التعرف إلى درجة تقدير عينة من المديرين في المنظمات العامة لمستوى تطبيق ولتحقيق ، (Covid- نمط القيادة الخدمية من وجهة نظرهم ، وعلاقتها بمؤشر رضا الزبائن في ظل جائحة ( 19 ذلك اتبعت الباحثة المنهج التجريبي بتطبيق استبانة ضمت محورين، الأول: لقياس مستوى القيادة االخدمية وفقا الذي يشمل ( 8) أبعاد هي ( التمكين , الدعم , ( D. Van Dierendonck and I. Nuijten , لمقياس ( 2011 المساءلة, الشجاعة, التسامح , الموثوقية , التواضع , الرعاية). )والمحور الثاني: لقياس مستوى رضا الزبون الذي يضم أربعة أبعاد هي (خدمة الزبون- رضا الزبون- أعداد وتنفيذ ( Askim , وفقاً إلى ( 2004:417 مخطط الخدمة – تجهيز الخدمة الفعلية) ويشمل على ( 12 ) فقرة, تم توزيع الاستبانة على ( 92 ) مستجيب من المديرين في المنظمات العامة تم اختيارهم عشوائياً ، وقد أظهرت النتائج أن درجة تقدير عينة البحث لمستوى تطبيقهم القيادة االخدمية كانت متوسطة عند وزن نسبي 73.05 %، وأن مستوى رضا الزبائن كان دون المتوسط عند وزن نسبي 61.33 %، أيضاً إن نمط القيادة الخدمية كان له تأثير كبير على مؤشر رضا الزبون. ووجود علاقة طردية بين درجة تقدير أفراد العينة لمستوى القيادة الخدمية ، ودرجة تقديرهم لمستوى رضا الزبائن ، أذ بلغ معامل الارتباط 0.468 ، وأنه توجد فروق بين متوسطي درجات تقدير أفراد العينة لمستوى القيادة الخادمة تعزى إلى متغير (النوع) بينما لاتوجد فروق دالة في مستوى رضا الزبائن بين الإناث والذكور، وأوصت الدراسة بضرورة أن تتضمن اولويات أجندة الأعمال العامة التركيز على متطلبات التوعية باهمية التزام مدراء المنظمات العامة بخصائص القيادة الخادمة لضمان تحقيق مؤشر ( رضا الزبون ) عالي .
Abstract
Due to increased interest on organizations and the human element, organizational and environmental aspects of the organization Has been analyzed, and behavioral aspects of the members and what is the impact of each on the other, To give the recipe interaction between the organization and its environment, in order to bring about change in behavior appeared the concept of organizational health as a concept in a modern organizations, Either the organization to be stimulating good, healthy, and then called healthy organization Or that the situation be frustrating it is not good and unhealthy, so the cause of tension and anxiety, unhealthy organization is here The research aim to determine the existence of organizatio
... Show Moreobjective the research to diagnosis and interpretation of the nature of the effect between the basic elements of knowledge management (tecgnology , structure , culture , process , human resource ) and the strategic performance of the Iraqi private banks, the research community and the level dimensions, and I've tested this research in the private banking sector represented by (7), especially in Baghdad, Iraqi banks, and applied research on sample consisting of 100 distributors in several administrative levels Director (Director, Director of the department, branch manager), and use the researcher questionnaire Head to collect data and information tool, and some private banks annual reports, has sought research to test
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Recently, there is a widespread attention about the service at the level of each of the research and academic studies, and at the organizational level as well. The subject of orientation towards the service aspect is starting to be of this attention being of the modern subjects, relatively, which appeared at the end of the last century, as well as the link of this subject with the relationship between the organization and its customers, and how to provide high quality services to get their satisfaction. Thus, the specialists from researchers were interested in this field to develop an appropriate scale to measure the organizational orientation toward service, and it was the most prominen
... Show Moreenjoyed the process of the development of higher education institutions attention of most countries of the world and to reconsider its objectives and programs and administrative and organizational structures, and it was the most important development of the application of Quality Assurance and Accreditation Standards (QAAS) tools, as the aim of these tools to the application of advanced with a far-reaching impact on all of the disciplines in the organization methods education that contribute, and plays a performance audit an important role in verifying the extent to which carried out these institutions activities or programs effectively and efficiently, economic, There are a number of objectives for the search of the most important attem
... Show MoreThe research aims to shed light on the impact of the application of the electronic services system on electronic banking activities in a sample of Iraqi banks, as investment in technology is the most important factor for the success and future growth of administrative companies in general, and banking in particular, as global economic developments in the field of Technology has led the majority of banking sectors in the world to undergo deep reforms and radical changes in the entity of their systems and mechanisms to confront competition and keep pace with economic changes, as the concept of banking services and its diversity changed with it, especially since persistence in the traditional approach no longer gi
... Show MoreGaining the relationship between the central government and local governments is great importance especially after the expanded functions of the central government and became unable to carry out their works without all that delegate or transfer parts of its powers to lower levels.
The aims of the research is to determine the relationship of the central government with the local government in accordance with the principle of administrative decentralization with the presentation of the competent authorities, the control of local governments, according to the Provincial Council Act No. 21 of 2008 amended.
The research has a problem that has been the relationship of the central
... Show MoreFormed leadership skills and organizational trust Based on intellectual that underpinned the current research, as represented leadership skills variable interpretative represented in organizational trust-response variable.
The research aims to test the relationship and the impact of leadership skills dimensions in organizational trust dimensions for the purpose of achieving its objectives were formulated hypotheses main relate to test the effect and the relationship between the variables of research for the purpose of testing those hypotheses applied research on a sample of heads of departments and officials of the people at the center of the Ministry of Higher Education and Scientific Research, where th
... Show MoreThe banking sector of all kinds is the backbone of the economy in all countries, as it is the main financier of most economic projects in order to achieve economic development and achieve stability, which contributes to providing the necessary resources in return for obtaining a profit margin in exchange for giving up his money and bearing credit risks. Among the aforementioned banking sectors are: Islamic banks that invest their capital in several forms in order to obtain profits that enable them to continue and grow, and the most important of these formulas is the Murabaha formula, which is summarized by the bank selling a commodity after owning it and then selling it to the applicant for this commodity based on a prior request
... Show MoreThis research aims to study the degree to which human resources re-engineering programs contribute to enhancing the morale of employees , as it constitutes re-HR Software Engineering contemporary trend to redesign activities and tasks that can HR do a way that helps their organization to achieve its goals as part of the operating environment including dealing with all activities related variables, and the promotion of workers' morale is one of the selections that have to be addressed so that the senior management helps the organization to invest their human resources best possible way as posing the most valuable and rarest of resources enjoyed by comparison with her competitors.
The research problem has
... Show MoreThis paper aims to review the intellectual to the most important thought leaders administrative and strategic They both (Henry Fayol and Michelle Porter), who forward a lot of ideas that have helped countries in the advancement and progress their economies , has been drawing literature theoretical common border in Contributions ( Fayol ) philosophical and between applications ( Porter ), which reversed strategies of the three ( the leadership of the cost, differentiation, and focus ), so browse search how to apply and use the principles of Fayol in the implementation of strategies competitiveness of Porter, and stems from a problem ( ( to what extent a reflection of the principles ( Fayol) fourteen strategies (Porter ) competitiv
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