الريادة الاستراتيجية وتأثيرها على جودة الخدمات المقدمة من قبل شركات الاتصالات والإنترنت
Date
2024-01-21
Authors
عماد وليد خليل عودة
Emad Waleed Khaleel Odeh
Journal Title
Journal ISSN
Volume Title
Publisher
Al-Quds University
Abstract
هدفت الدراسة الى استكشاف تأثير الريادة الاستراتيجية بدلالة أبعادها (الإبداعية، الثقافة الريادية، العقلية الريادية، القيادة الريادية، الموارد المدارة استراتيجياً، والتشبيك) على جودة الخدمات بأبعادها (الملموسية، الاستجابة، التعاطف، الاعتمادية، الضمان) المقدمة من قبل شركات الاتصالات والإنترنت الفلسطينية العاملة في الضفة الغربية، ومن وجهة نظر العاملين فيها. واعتمد الباحث المنهج الوصفي التحليلي في إجراء الدراسة، فيما تم استخدام الاستبانة كأداة لجمع البيانات الميدانية، التي وزعت على عينة ميسرة ومتاحة من العاملين عددهم (196)، في الشركات محل الدراسة وعددها (8)، حيث تم استرداد (168) استبانة، خضعت منها (156) استبانة فقط للتحليل الاحصائي. وقد استعان الباحث بالحزمة الإحصائية للعلوم الاجتماعية (SPSS) بالإضافة الى برنامج (Stata.14) لتحليل البيانات للوصول الى نتائج الدراسة الحالية، والتي كان من أهمها هو توافر مستوى تطبيق مرتفع للريادة الاستراتيجية في الشركات محل الدراسة، حيث جاء ترتيب أبعادها على التوالي حسب درجة التوافر كما يلي: بعد التشبيك وحصل على المرتبة الأولى بمستوى توافر مرتفع، تلاه بعد الابداعية، ثم بعد الموارد المدارة استراتيجيا، ثم بعد الثقافة الريادية، ثم بعد القيادة الريادية، وحل بعد العقلية الريادية بالمتربة الأخيرة. كما أظهرت نتائج الدراسة كذلك، توافر مستوى تطبيق مرتفع لجودة الخدمات في الشركات محل الدراسة وكذلك لجميع أبعادها، وحل بعد الضمان في المرتبة الأولى بين أبعاد جودة الخدمات من حيث مستوى التوافر، تلاه بعد الاعتمادية، وثم حل بعد الملموسية، فالاستجابة، وأخيرا حل بعد التعاطف في المرتبة الأخيرة. بالإضافة الى ذلك، فقد توصلت الدراسة الى وجود تأثير دال احصائيا للريادة الاستراتيجية على جودة الخدمات بجميع ابعادها باستثناء بعدي العقلية الريادية والثقافة الريادية.
وأوصت الدراسة بمجموعة من التوصيات من أهمها، ضرورة توفير شركات الاتصالات والانترنت لجميع المستلزمات والتسهيلات المادية التي تكفل وصول العملاء الى خطوط المساعدة بسهولة. بالإضافة الى تعزيز عقلية ريادة الأعمال في شركات الاتصالات والإنترنت، من خلال تشجيع ثقافة الابداع، وتشجيع الموظفين على التفكير بشكل خلاق والمغامرة، ومكافأة الأفكار والمبادرات الابداعية. بالإضافة الى توفير الفرص لهم لتولي مسؤوليات جديدة. وتشجيع مبادرات ريادة الأعمال، وإنشاء سبل للموظفين لمتابعة أفكارهم الريادية داخل الشركة، جنبا الى جنب مع تقديم الدعم والإرشاد والموارد لمساعدتهم على تطوير وتنفيذ مشاريعهم.
The aim of this study was to explore the impact of strategic entrepreneurship and its dimensions (innovativeness, entrepreneurial culture, entrepreneurial mindset, entrepreneurial leadership, strategic management of resources, and networking) on service quality and its dimensions (tangibility, responsiveness, empathy, reliability, and assurance). The researcher adopted a descriptive-analytical methodology for conducting the study, and a questionnaire was used as a tool for collecting field data, which was distributed to a convenient and available sample of (196) employees in the companies under study, consisting of (8) companies. A total of (168) questionnaires were retrieved, of which only (156) questionnaires were subjected to statistical analysis. The researcher used the Statistical Package for the Social Sciences (SPSS) software and (Stata 14) for data analysis to obtain the study results. One of the most important findings was the high level of application of strategic entrepreneurship in the studied companies, with networking ranking first in terms of availability, followed by innovativeness, Strategic management of resources, entrepreneurial culture, entrepreneurial leadership, and entrepreneurial mindset ranking last. The study also showed a high level of application of service quality in the studied companies and all its dimensions. Assurance ranked first among the dimensions of service quality in terms of availability, followed by reliability, tangibility, responsiveness, and empathy ranking last. Additionally, the study found a statistically significant impact of strategic entrepreneurship on service quality in all dimensions except for entrepreneurial mindset and entrepreneurial culture. The study recommended several recommendations, including companies providing all the necessary financial and material resources to facilitate easy access to help lines for customers. Additionally, promoting an entrepreneurial mindset in telecommunications and internet companies by encouraging a culture of creativity, encouraging employees to think creatively and take risks, and rewarding innovative ideas and initiatives. Moreover, providing opportunities for employees to take on new responsibilities and encouraging entrepreneurship initiatives, along with creating avenues for employees to pursue their entrepreneurial ideas within the company, while providing support, guidance, and resources to help them develop and implement their projects. This can enhance internal initiative and foster innovation within the organization. Furthermore, it is important to enhance measures that promote courage and self-confidence among employees by fostering a sense of security among them through encouraging open communication channels throughout the company and ensuring that employees receive accurate and timely information about the company's goals, strategies, and performance through regular updates and open meetings. Recognition and appreciation of employees' efforts and accomplishments should also be provided and celebrated. The study also emphasized the importance of training employees in the companies on the importance of giving special attention to each customer, as well as updating the physical facilities in the company's stores to make them visually more appealing.
The aim of this study was to explore the impact of strategic entrepreneurship and its dimensions (innovativeness, entrepreneurial culture, entrepreneurial mindset, entrepreneurial leadership, strategic management of resources, and networking) on service quality and its dimensions (tangibility, responsiveness, empathy, reliability, and assurance). The researcher adopted a descriptive-analytical methodology for conducting the study, and a questionnaire was used as a tool for collecting field data, which was distributed to a convenient and available sample of (196) employees in the companies under study, consisting of (8) companies. A total of (168) questionnaires were retrieved, of which only (156) questionnaires were subjected to statistical analysis. The researcher used the Statistical Package for the Social Sciences (SPSS) software and (Stata 14) for data analysis to obtain the study results. One of the most important findings was the high level of application of strategic entrepreneurship in the studied companies, with networking ranking first in terms of availability, followed by innovativeness, Strategic management of resources, entrepreneurial culture, entrepreneurial leadership, and entrepreneurial mindset ranking last. The study also showed a high level of application of service quality in the studied companies and all its dimensions. Assurance ranked first among the dimensions of service quality in terms of availability, followed by reliability, tangibility, responsiveness, and empathy ranking last. Additionally, the study found a statistically significant impact of strategic entrepreneurship on service quality in all dimensions except for entrepreneurial mindset and entrepreneurial culture. The study recommended several recommendations, including companies providing all the necessary financial and material resources to facilitate easy access to help lines for customers. Additionally, promoting an entrepreneurial mindset in telecommunications and internet companies by encouraging a culture of creativity, encouraging employees to think creatively and take risks, and rewarding innovative ideas and initiatives. Moreover, providing opportunities for employees to take on new responsibilities and encouraging entrepreneurship initiatives, along with creating avenues for employees to pursue their entrepreneurial ideas within the company, while providing support, guidance, and resources to help them develop and implement their projects. This can enhance internal initiative and foster innovation within the organization. Furthermore, it is important to enhance measures that promote courage and self-confidence among employees by fostering a sense of security among them through encouraging open communication channels throughout the company and ensuring that employees receive accurate and timely information about the company's goals, strategies, and performance through regular updates and open meetings. Recognition and appreciation of employees' efforts and accomplishments should also be provided and celebrated. The study also emphasized the importance of training employees in the companies on the importance of giving special attention to each customer, as well as updating the physical facilities in the company's stores to make them visually more appealing.