واقع جودة الخدمات المقدمة من مؤسسة المواصفات والمقاييس الفلسطينية ودورها في تعزيز الرضا في قطاع الصناعات الفلسطينية
Date
2022-12-21
Authors
أماني ناصر جاسر صالح
Amani Nasser Jasser Saleh
Journal Title
Journal ISSN
Volume Title
Publisher
Al-Quds University
Abstract
هدفت الدراسة إلى التعرف على واقع جودة الخدمات المقدمة من مؤسسة المواصفات والمقاييس الفلسطينية ودورها في تعزيز الرضا في قطاع الصناعات الفلسطينية، ولتحقيق أهداف الدراسة استخدمت الباحثة المنهج الوصفي لأنه يناسب واقع الدراسة، وقامت بتصميم استبانة تضمت (46) فقرة موزعة على محورين وأربعة مجالات فرعية، تضمن المحور الأول واقع جودة الخدمات المقدمة من مؤسسة المواصفات والمقاييس الفلسطينية، وتضمن أربعة محاور وهي: (الثقة، الإستجابة، الدقة / الإعتمادية، سهولة الوصول)، أما المحور الثاني فتعلق بتعزيز الرضا في قطاع الصناعات الفلسطينية، وتمتعت بدرجة ثبات للدرجة الكلية لمحور جودة الخدمات (0.94)، ولمحور تعزيز الرضا (0.96)، وتكون مجتمع الدراسة من جميع مسؤولي إدارة الجودة في المصانع الفلسطينية في الضفة الغربية والبالغ عددهم (130) أجريت عليهم هذه الدراسة، واستخدمت الباحثة أسلوب المسح الشامل، وبلغت العينة النهائية للدراسة (107) مسؤول جودة، وتم استخدام مجموعة من الأساليب الإحصائية لتحليل واختبار الفرضيات باستخدام برنامج التحليل الاحصائي (SPSS).
وخلصت الدراسة الى أن الدرجة الكلية لجودة الخدمات في مؤسسة المواصفات والمقاييس الفلسطسنية من وجهة نظر مسؤولي إدارة الجودة في المصانع الفلسطينية بالضفة الغربية كانت مرتفعة بمتوسط حسابي كلي (3.99) وبدرجة تقدير كبيرة، كذلك تبين أن الدرجة الكلية الخاصة بمحور تعزيز الرضا في قطاع الصناعات الفلسطينية كانت مرتفعة بمتوسط حسابي كلي (3.87) وبدرجة تقدير كبيرة، كما تبين عدم وجود فروق معنوية عند مستوى الدلالة الإحصائية (0.05a≤) في آراء المبحوثين حول واقع جودة الخدمات ومحور تعزيز الرضا في قطاع الصناعات الفلسطينية تعزى لمتغير (الجنس، سنوات خبرة مسؤول الجودة، المحافظة) في جميع محاور الدراسة، أما متغير قطاع العمل فقد تبين عدم وجود فروق في محور جودة الخدمات. وتبين وجود فروق معنوية عند مستوى الدلالة الإحصائية (0.05a≤) في استجابات المبحوثين حول محور واقع جودة الخدمات ومحور تعزيز الرضا في قطاع الصناعات الفلسطينية تعزى لمتغير عدد العاملين بالمنشأة، وقد كانت الفروق في محور واقع جودة الخدمات بين استجابات أفراد العينة الذين يعملون في المصانع الذين يقل عدد العاملون بها عن 10 أفراد، وبين المصانع التي يتواجد بها عاملون ما بين (10-20 فرداً)، وكانت الفروق لصالح أفراد العينة الذين يعملون في المصانع الذين يقل عدد العاملون بها عن 10 افراد ذات المتوسط الحسابي الأعلى (4.31). كما كانت الفروق في مجال تعزيز الرضا بين استجابات أفراد العينة الذين يعملون في المصانع الذين عدد العاملون بهم ما بين (20 فرداً – أقل من 30 فرداً)، وبين المصانع التي يتواجد بها عاملون يزيد عن 30 فرد، وكانت الفروق لصالح أفراد العينة الذين يعملون في المصانع الذين عدد العاملون بهم ما بين (20 فرداً – أقل من 30 فرداً)، ذات المتوسط الحسابي الأعلى (4.11). كما تبين وجود فروق معنوية عند مستوى الدلالة الإحصائية (0.05a≤) في استجابات المبحوثين حول محور تعزيز الرضا في قطاع الصناعات الفلسطينية تعزى لمتغير قطاع العمل، حيث كانت هذه الفروق بين استجابات أفراد العينة الذين يعملون في الصناعات الكيماوية، وبين الصناعات الغذائية، وكانت الفروق لصالح أفراد العينة الذين يعملون في الصناعات الكيماوية ذات المتوسط الحسابي الاعلى (3.37).
وبناء على النتائج خرجت الدراسة بمجموعة من التوصيات أبرزها تعزيز عملية بناء استراتيجية تدريبية متميزة بالمؤسسة، في سبيل العمل على تطوير معلومات ومهارات وقدرات الموظفين والقيادات الإدارية بالمؤسسة، ونمط تفكيرهم لإكسابهم جدارات سلوكية متميزة تدعم تعزيز رضا المستفيدين. واستحداث إجراء عمل جديد خاص بالتعامل مع الزبائن وقياس رضاهم ،واستحداث دائرة الشكاوي وتبني نظام فعال لمعالجة الشكاوي في المؤسسة يلبي احتياجات متلقي الخدمات، ويضمن استقبال الشكاوي والمقترحات بأسرع وقت ويعمل على علاجها، من أجل تحقيق درجة عالية من رضا المنشآت الصناعية وتلبية احتياجاتها. والإهتمام بتوفير الكفاءات الإدارية والفنية من الموارد البشرية ذات الخبرة والكفاءة والقادرة على تقديم خدمات ذات جودة ونوعية عالية للمنشآت الصناعية، وتقديم حوافز متنوعة لتشجيع عملية جذب واستقطاب الموارد البشرية من الدوائر الحكومية.
The study aimed to determine the reality of the quality of services provided by the Palestinian Standards Institution and its role in increasing satisfaction in the Palestinian industrial sector. In order to achieve the objectives of the study, the researcher used the descriptive approach as it corresponds to the reality of the study. The first axis included the reality of the quality of the services provided by Palestinian Standards Institution and included four axes, namely: (trust, responsiveness, accuracy/reliability, and ease of access). (0.94) and for the satisfaction increase axis (0.96). The study population consisted of all (130) quality management officers in Palestinian factories in the West Bank. This study was conducted on them and the researcher used the comprehensive interview method and the final sample of the study consisted of (107) quality officers. Several statistical methods were used to analyze and test the hypotheses using the statistical analysis program (SPSS). The study concluded that the overall level of quality management in the Palestinian Standards Institution from the perspective of quality management officers in Palestinian factories in the West Bank is high with an overall arithmetic mean (3.99) and a high level of appreciation. High with overall arithmetic mean of (3.87) and with a high degree of appreciation, as it was found that there were no significant differences at the level of statistical significance (at 5% significance level) in the respondents' opinions about the reality of service quality and the axis of satisfaction increase in the Palestinian industrial sector due to the demographuic variables (gender, years of experience of the quality director, governance) in all aspects of the study, and as for the labor sector variable, it was found that there were no differences in the axis of service quality. It was found that there were significant differences at the level of statistical significance (at 5% significance level) in the responses of the respondents on the axis of the reality of service quality and the axis of increasing satisfaction in the ي Palestinian industrial sector due to the variable of the number of employees in the factory. Factories employing less than 10 people and between factories employing between (10-20 people) and respondents working in factories employing less than 10 people with the highest arithmetic mean (4.31). . Also, in the area of increasing satisfaction, there were differences between the responses of respondents working in factories where the number of employees is between (20 people - less than 30 people) and between factories where more than 30 people are employed, and the differences were in favor of respondents working in factories where the number of employees is between (20 people - less than 30 people), with the highest arithmetic mean (4.11). It was also found that there were significant differences at the level of statistical significance (at 5% significance level) in the responses of the respondents on the axis of increasing satisfaction in the Palestinian industrial sector due to the variable of the labor sector. These differences existed between the responses of sample members working in the chemical industry and the food industry. The differences are in favor of the sample members working in the chemical industry with the highest arithmetic mean (3.37). Based on the results, the study made a series of recommendations, especially strengthening the construction of a distinctive training strategy in the institution, developing the information, skills, and abilities of employees and administrative managers in the institution, as well as their thinking style, in order to provide them with distinctive behavioral skills that promote beneficiary satisfaction, development of a procedure that is related to the custumers satisfaction. The establishment of a complaint department and the implementation of an effective complaint-handling system in the organization that meets the needs of service beneficiaries ensure that complaints and suggestions are received and processed as soon as possible to achieve a high level of satisfaction in the industrial companies and meet their needs. And interest in providing administrative and technical skills of human resources with experience and competence capable of providing services of high quality and grade to industrial facilities, as well as providing various incentives to promote the process of recruiting and attracting human resources from government agencies.
The study aimed to determine the reality of the quality of services provided by the Palestinian Standards Institution and its role in increasing satisfaction in the Palestinian industrial sector. In order to achieve the objectives of the study, the researcher used the descriptive approach as it corresponds to the reality of the study. The first axis included the reality of the quality of the services provided by Palestinian Standards Institution and included four axes, namely: (trust, responsiveness, accuracy/reliability, and ease of access). (0.94) and for the satisfaction increase axis (0.96). The study population consisted of all (130) quality management officers in Palestinian factories in the West Bank. This study was conducted on them and the researcher used the comprehensive interview method and the final sample of the study consisted of (107) quality officers. Several statistical methods were used to analyze and test the hypotheses using the statistical analysis program (SPSS). The study concluded that the overall level of quality management in the Palestinian Standards Institution from the perspective of quality management officers in Palestinian factories in the West Bank is high with an overall arithmetic mean (3.99) and a high level of appreciation. High with overall arithmetic mean of (3.87) and with a high degree of appreciation, as it was found that there were no significant differences at the level of statistical significance (at 5% significance level) in the respondents' opinions about the reality of service quality and the axis of satisfaction increase in the Palestinian industrial sector due to the demographuic variables (gender, years of experience of the quality director, governance) in all aspects of the study, and as for the labor sector variable, it was found that there were no differences in the axis of service quality. It was found that there were significant differences at the level of statistical significance (at 5% significance level) in the responses of the respondents on the axis of the reality of service quality and the axis of increasing satisfaction in the ي Palestinian industrial sector due to the variable of the number of employees in the factory. Factories employing less than 10 people and between factories employing between (10-20 people) and respondents working in factories employing less than 10 people with the highest arithmetic mean (4.31). . Also, in the area of increasing satisfaction, there were differences between the responses of respondents working in factories where the number of employees is between (20 people - less than 30 people) and between factories where more than 30 people are employed, and the differences were in favor of respondents working in factories where the number of employees is between (20 people - less than 30 people), with the highest arithmetic mean (4.11). It was also found that there were significant differences at the level of statistical significance (at 5% significance level) in the responses of the respondents on the axis of increasing satisfaction in the Palestinian industrial sector due to the variable of the labor sector. These differences existed between the responses of sample members working in the chemical industry and the food industry. The differences are in favor of the sample members working in the chemical industry with the highest arithmetic mean (3.37). Based on the results, the study made a series of recommendations, especially strengthening the construction of a distinctive training strategy in the institution, developing the information, skills, and abilities of employees and administrative managers in the institution, as well as their thinking style, in order to provide them with distinctive behavioral skills that promote beneficiary satisfaction, development of a procedure that is related to the custumers satisfaction. The establishment of a complaint department and the implementation of an effective complaint-handling system in the organization that meets the needs of service beneficiaries ensure that complaints and suggestions are received and processed as soon as possible to achieve a high level of satisfaction in the industrial companies and meet their needs. And interest in providing administrative and technical skills of human resources with experience and competence capable of providing services of high quality and grade to industrial facilities, as well as providing various incentives to promote the process of recruiting and attracting human resources from government agencies.