تأثير فعالية إدارة الأزمات على التميز المؤسسي لدى شركات التأمين في فلسطين
Date
2024-01-11
Authors
فارس عبد الرحمن أحمد حمد
Fares Abedelrahman Ahmad Hamad
Journal Title
Journal ISSN
Volume Title
Publisher
Al-Quds University
Abstract
هدفت الدراسة إلى معرفة تأثير فاعلية إدارة الأزمات على التميز المؤسسي لدى شركات التأمين في فلسطين، ولتحقيق أهداف الدراسة استخدم الباحث المنهج الوصفي لأنه يناسب واقع الدراسة، وقام بتصميم استبانه موزعة على محورين، تضمن المحور الأول فعالية إدارة الأزمات، وتضمن أربعة أبعاد وهي: (إكتشاف الإنذار المبكر، الوقاية والاستعداد، إحتواء الأضرار، استعادة النشاط، التعلم والوقاية وتقييم التجربة)، أما المحور الثاني فتعلق بالتميز المؤسسي، وتكون مجتمع الدراسة من جميع العاملين في الوظائف الإشرافية في شركات التأمين العاملة في محافظة رام الله والبيرة، والبالغ عددهم (178) موظف أجريت عليهم هذه الدراسة، واستخدم الباحث أسلوب العينة القصدية.
توصلت الدراسة إلى أن الدرجة لواقع إدارة الأزمات لدى شركات التأمين العاملة في محافظة رام الله والبيرة كانت مرتفعة، كذلك كانت الدرجة الكلية الخاصة بمحور التميز المؤسسي بدرجة مرتفعة، كما أظهرت نتائج الدراسة انه توجد علاقة معنوية عند مستوى الدلالة الإحصائية (0.05a≤) بين فعالية إدارة الأزمات وبين التميز المؤسسي، كما تبين وجود أثر ذو دلالة إحصائية لإدارة الأزمات على التميز المؤسسي في شركات التأمين العاملة في محافظة رام الله والبيرة، كما تبين عدم فروق معنوية في آراء المبحوثين حول فاعلية إدارة الأزمات وعلاقتها بالتميز المؤسسي لدى الشركات العاملة في قطاع التأمين تعزى لمتغير الجنس، والمؤهل العلمي، عدد سنوات الخبرة.
وبناء على النتائج اعلاه خرجت الدراسة بمجموعة من التوصيات أبرزها زيادة اهتمام شركات التأمين جميع مراحل إدارة الازمات لزيادة فعاليتها، وتعزيز عمليات ادارة المعرفة داخل شركات التأمين، ونشر أهميتها بين الموظفين في كافة المستويات الادارية، باعتبار المعرفة عاملاً جوهرياً في زيادة فاعلية ادارة الازمات، والاهتمام باعداد فرق عمل خاصة بشركات التأمين تكون متخصصة بادارة الازمات التأمينية، تعزيز عملية التدريب حول ادارة الازمات، وزيادة الاهتمام بعملية التخيطط الاستراتيجية، وضرورة قيام شركات التأمين الفلسطينية بملائمة الاستراتيجيات المتعلقة بخدماتها، مع احتياجات وطلبات العملاء، الامر الذي يحسن البيئة التنافسية ويعمل على تعزيز رضا العملاء وتميزها المؤسسي.
The study aimed to know the impact of the effectiveness of crisis management on institutional excellence among insurance companies in Palestine. To achieve the objectives of the study, the researcher used the descriptive approach because it suits the reality of the study. He designed a questionnaire distributed on two axes. The first axis included the effectiveness of crisis management, and included four dimensions: (discovering Early warning, prevention and preparedness, containment of damage, restoration of activity, learning, prevention and evaluation of experience). As for the second axis, it relates to institutional excellence. The study population consists of all workers in supervisory positions in insurance companies operating in Ramallah and Al-Bireh Governorate, numbering (178) employees. This study was conducted on them, and the researcher used the purposive sampling method. The study found that the score for the reality of crisis management among insurance companies operating in Ramallah and Al-Bireh Governorate was high, as well as the overall score for the institutional excellence axis was high. The results of the study also showed that there is a significant relationship at the level of statistical significance (a≤0.05) between the effectiveness of Crisis management and institutional excellence. It was also shown that there is a statistically significant effect of crisis management on institutional excellence in insurance companies operating in Ramallah and Al-Bireh Governorate. It was also shown that there are no significant differences in the opinions of the respondents about the effectiveness of crisis management and its relationship to institutional excellence among companies operating in the insurance sector. This is due to For the variable gender, educational qualification, and number of years of experience. Based on the above results, the study came out with a set of recommendations, most notably increasing insurance companies’ attention to all stages of crisis management to increase their effectiveness, enhancing knowledge management processes within insurance companies, and disseminating its importance among employees at all administrative levels, considering knowledge is an essential factor in increasing the effectiveness of crisis management, and paying attention to preparing Specialized work teams for insurance companies that specialize in managing insurance crises, enhancing the training process on crisis management, increasing interest in the strategic planning process, and the need for Palestinian insurance companies to adapt strategies related to their services with the needs and requests of customers, which improves the competitive environment and works to enhance customer satisfaction and excellence. Institutional.
The study aimed to know the impact of the effectiveness of crisis management on institutional excellence among insurance companies in Palestine. To achieve the objectives of the study, the researcher used the descriptive approach because it suits the reality of the study. He designed a questionnaire distributed on two axes. The first axis included the effectiveness of crisis management, and included four dimensions: (discovering Early warning, prevention and preparedness, containment of damage, restoration of activity, learning, prevention and evaluation of experience). As for the second axis, it relates to institutional excellence. The study population consists of all workers in supervisory positions in insurance companies operating in Ramallah and Al-Bireh Governorate, numbering (178) employees. This study was conducted on them, and the researcher used the purposive sampling method. The study found that the score for the reality of crisis management among insurance companies operating in Ramallah and Al-Bireh Governorate was high, as well as the overall score for the institutional excellence axis was high. The results of the study also showed that there is a significant relationship at the level of statistical significance (a≤0.05) between the effectiveness of Crisis management and institutional excellence. It was also shown that there is a statistically significant effect of crisis management on institutional excellence in insurance companies operating in Ramallah and Al-Bireh Governorate. It was also shown that there are no significant differences in the opinions of the respondents about the effectiveness of crisis management and its relationship to institutional excellence among companies operating in the insurance sector. This is due to For the variable gender, educational qualification, and number of years of experience. Based on the above results, the study came out with a set of recommendations, most notably increasing insurance companies’ attention to all stages of crisis management to increase their effectiveness, enhancing knowledge management processes within insurance companies, and disseminating its importance among employees at all administrative levels, considering knowledge is an essential factor in increasing the effectiveness of crisis management, and paying attention to preparing Specialized work teams for insurance companies that specialize in managing insurance crises, enhancing the training process on crisis management, increasing interest in the strategic planning process, and the need for Palestinian insurance companies to adapt strategies related to their services with the needs and requests of customers, which improves the competitive environment and works to enhance customer satisfaction and excellence. Institutional.
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Citation
حمد، فارس عبد الرحمن. (2024). تأثير فعالية إدارة الأزمات على التميز المؤسسي لدى شركات التأمين في
فلسطين [رسالة ماجستير منشورة، جامعة القدس، فلسطين]. المستودع الرقمي لجامعة القدس. https://arab-
scholars.com/cc137b