Relationship Between E-Management And Excellence Of Government Performance Applied research on Al- Aflaj traffic authority, in Kingdom of Saudi Arabia (K.S.A)
The present research problem can be summarized in the following question "To what extent can
service quality contribute to operationalization of E-management and excellence of government performance
within Al-Aflaj traffic authority
A Study on Emerging Trends, Methods and Criteria for Effective E Recruitment ...ijtsrd
In recent days there is a rapid growth in the technology and it is advancing day by day. The purpose of this article is to analyse the framework of E Recruitment. It aims at analysing the emerging recent trends in E Recruitment and also the methods of electronic recruitment and the required criteria for effective recruitment. The major change the world is facing in the recent days is digital transformation hence this paper analyses a conceptual frame work of E Recruitment. The organisations in the current days are adapting the technology to easier their long procedure in recruiting and the results are effective. The technological adaption in the organisation has avoided the lengthy process of earlier methods of recruitment. This study also analyses the various methods and criterion for effective E Recruitment strategy. Prof. Rekha D. M | Naveena. N "A Study on Emerging Trends, Methods and Criteria for Effective E-Recruitment in the Organisation" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-5 , August 2019, URL: https://www.ijtsrd.com/papers/ijtsrd26606.pdfPaper URL: https://www.ijtsrd.com/management/hrm-and-retail-business/26606/a-study-on-emerging-trends-methods-and-criteria-for-effective-e-recruitment-in-the-organisation/prof-rekha-d-m
Mediating Effects of Social Media on the Relationship between Human Skill and...inventionjournals
Social media is a new experience that change operates of business environment. The quality of accessibility and most cost effective marketing way are its gains today. Businesses are able to gain access to advantages that were otherwise not available to them. Meanwhile, the hotel industry is one of the rapidly growing labour intensive industry actively pursuing contemporary marketing strategies applicable as to remain competitive. Hence, hoteliers need to rethink their strategy of marketing to manage among others which includes the social media. This research is to study the mediating effects of social media on the relationships between human skill and competitive advantage in which 331 were the sample size of executive grade officers in Sri Lankan star graded hotels. In this study mainly use the primary data which were collected through questionnaire survey. The quantitative data were analysis using SPSS for correlation and Soble equation. Results indicated that the mediating effects on the relationship between social media and competitive advantage. There were positive correlations among the human skill, social media and competitive advantage.
A Study on Emerging Trends, Methods and Criteria for Effective E Recruitment ...ijtsrd
In recent days there is a rapid growth in the technology and it is advancing day by day. The purpose of this article is to analyse the framework of E Recruitment. It aims at analysing the emerging recent trends in E Recruitment and also the methods of electronic recruitment and the required criteria for effective recruitment. The major change the world is facing in the recent days is digital transformation hence this paper analyses a conceptual frame work of E Recruitment. The organisations in the current days are adapting the technology to easier their long procedure in recruiting and the results are effective. The technological adaption in the organisation has avoided the lengthy process of earlier methods of recruitment. This study also analyses the various methods and criterion for effective E Recruitment strategy. Prof. Rekha D. M | Naveena. N "A Study on Emerging Trends, Methods and Criteria for Effective E-Recruitment in the Organisation" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-5 , August 2019, URL: https://www.ijtsrd.com/papers/ijtsrd26606.pdfPaper URL: https://www.ijtsrd.com/management/hrm-and-retail-business/26606/a-study-on-emerging-trends-methods-and-criteria-for-effective-e-recruitment-in-the-organisation/prof-rekha-d-m
Mediating Effects of Social Media on the Relationship between Human Skill and...inventionjournals
Social media is a new experience that change operates of business environment. The quality of accessibility and most cost effective marketing way are its gains today. Businesses are able to gain access to advantages that were otherwise not available to them. Meanwhile, the hotel industry is one of the rapidly growing labour intensive industry actively pursuing contemporary marketing strategies applicable as to remain competitive. Hence, hoteliers need to rethink their strategy of marketing to manage among others which includes the social media. This research is to study the mediating effects of social media on the relationships between human skill and competitive advantage in which 331 were the sample size of executive grade officers in Sri Lankan star graded hotels. In this study mainly use the primary data which were collected through questionnaire survey. The quantitative data were analysis using SPSS for correlation and Soble equation. Results indicated that the mediating effects on the relationship between social media and competitive advantage. There were positive correlations among the human skill, social media and competitive advantage.
The Effectiveness of Virtual R&D Teams in SMEs: Experiences of Malaysian SMEsNader Ale Ebrahim
The number of small and medium enterprises (SMEs), especially those involved with research and development (R&D) programs and employed virtual teams to create the greatest competitive advantage from limited labor are increasing. Global and localized virtual R&D teams are believed to have high potential for the growth of SMEs. Due to the fast-growing complexity of new products coupled with new emerging opportunities of virtual teams, a collaborative approach is believed to be the future trend. This research explores the effectiveness of virtuality in SMEs’ virtual R&D teams. Online questionnaires were emailed to Malaysian manufacturing SMEs and 74 usable questionnaires were received, representing a 20.8 percent return rate. In order to avoid biases which may result from pre-suggested answers, a series of open-ended questions were retrieved from the experts. This study was focused on analyzing an open-ended question, whereby four main themes were extracted from the experts’ recommendations regarding the effectiveness of virtual teams for the growth and performance of SMEs. The findings of this study would be useful to product design managers of SMEs in order to realize the key advantages and significance of virtual R&D teams during the new product development (NPD) process. This in turn, leads to increased effectiveness in new product development's procedure.
Assessment of Service Quality in Higher Education: Case Study in Private Univ...inventionjournals
Service quality is one factor that is considered in managing an educational institution. Student satisfaction is the result of perceived service quality of students during the educational process. The purpose of this study is to explore the student's perspective on the service quality received during the learning process. Data collected from students and the questionnaires collected were 95 respondents. IPA analysis is used in order to identify the attributes of service quality from the students’ perspective of level of importance and the perceived performance. Result show that there is a gap between importance and performance attributes of service quality. Based on the cartesius diagram there are two attributes in quadrant I are top priority for improvement. These attributes are fast service and student exchange programs.Based on the customer satisfaction index results showed that the service quality that has been given by university in the criteria of reasonable satisfactory. The results of this analysis are expected to assist management in improving the quality of service to the students in terms of both academic and non-academic, because private universities received the largest inflowfrom students. Recommendations are also discussed to obtain more comprehensive results in measuring student satisfaction
Determinants of Auditor Performance at the Regional Inspectorate Evidence fro...ijtsrd
Performance measurement is used as a basis for assessing the success and failure of implementing activities. Quality human resources affect the performance of each auditor. Quality of supervision must fulfill criterion under regulations is required. The research objective was to test whether responsibility, independence, expertise, and compliance with the code of ethics affected the inspectorate auditors performance in regional governments in East Java. Research data collection was carried out by the survey method by the snowball method to distribute questionnaires to respondents. Forty seven filled questionnaires were analyzed using partial least squares. There are four hypotheses tested. Based on the test results, it can be concluded that there is an influence of responsibility, independence, competence, and compliance on the regional inspectorate auditors performance. Auditors who comply with the code of ethics can increase auditor professionalism. The higher the professionalism, the better the auditor can consider finding possible deviations. The research implication is that adherence to the established standards improves the quality of audit performance. Therefore, continuous efforts are needed to enhance competence and compliance with the auditing apparatus standards to produce quality regional financial statements. Alwan Sri Kustono "Determinants of Auditor Performance at the Regional Inspectorate: Evidence from East Java – Indonesia" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-1 , December 2020, URL: https://www.ijtsrd.com/papers/ijtsrd35822.pdf Paper URL : https://www.ijtsrd.com/economics/accounting/35822/determinants-of-auditor-performance-at-the-regional-inspectorate-evidence-from-east-java-– -indonesia/alwan-sri-kustono
Effects of the External (Macro) And Internal (Micro) Source (Factors) of Inno...inventionjournals
In an attempt to use the resource-based theoretical approach, this article tried to empirically investigate the influence and impact of theinternal (micro) and external (macro) environmental factors of innovation performance using a sample of small and medium sized firms in the telecommunication cluster in Ghana with the main focus on examining variables such as customer inputs, the intensive role of R&D, cooperative networks, the uncertain environment and the complex environment of the firm. A sample of 31 SMEs in the telecommunication cluster was selected with 109 questionnaires administered. The results indicate that the macro environmental sources as cooperative network and customer inputs actually impact positively on the innovation performance of SMEs in the communication cluster in Ghana. However, firm size, network size and complex environment were shown to be negatively related to firm innovation performance.
Engineering a Woman: Marketing Opportunities and Challenges in IndiaPrashant Mahajan
Equity does not just mean an equal number of women and
men; it means equal chances of success and career
development; average women will succeed as much as average
men. The Indian governments initiatives like National Program
for Education of Girls at Elementary Level (NPEGEL),
Rashtriya Mahilakosh (RMK), Kasturba Gandhi Balika
Vidyalaya (KGBV), Working Women Hostels, National
Mission for Empowerment of Women (NMEW), Sarva
Shiksha Abhiyan shall be extended and oriented further more
towards engineering education for the dream come true of
Digital India and Smart Cities with more encouragement of
women in engineering. The strategic marketing aim must be to
‘normalize’ engineering as a career choice for women, so that
people inside and outside of engineering no longer presume
that ‘the engineer’ will be men. Marketing efforts to recruit
more women into engineering must avoid appealing to gender
which associate men and masculinity with ‘things technical’
and women with ‘things social’. In sum, we must broaden the
image and vision of engineering work from technical to
techno-social if we are to attract and keep talented women in
engineering. Engineering has room for diverse ‘types’ of
people because it incorporates a wide variety of jobs and roles.
Women engineering education is a multi-dimensional
phenomenon; marketing efforts to attract women in
engineering shall not be limited to the institutes/service
providers, but it shall be responsibility of the government,
NGOs and community as a whole, for India to be Super Power.
If engineering education is a signifier of development, it
should incorporate a gender perspective to it. Perhaps then, we
will see more women enjoying success and fully participating in engineering education.
e-Promotion: A Revolution In Technical Education EvolutionPrashant Mahajan
In the era of globalization internet plays a vital role in all spheres of life and industries. Whether you sell products online or not, e-Promotion is essential for virtually every business. Internet users in India growing very fast in India, as per the latest report of Internet and Mobile Association of India, India will overtake the US (as the second largest base). As per the research by US based research firm e-Marketer (2014), India will overtake the US as the second largest market for Smartphone in the world by 2016. With the help of Internet on mobile phones (Smartphone), online news or information can be read anytime and anywhere. This is the biggest opportunities for the Institutes offering TechnicalEducation in India. Creating an e-presence is much more than creating a small website with contact details. An e-presence is the image of an institute that will be created in the eyes of every visitor whenever they access website or come across with any social networking links on the Internet while browsing. These foot prints play a very important role in the virtual brand image creation, attracting students and developing relationship with the community.
Download Link > https://ertekprojects.com/gurdal-ertek-publications/blog/modelling-the-supply-chain-perception-gaps/
This study applies the research of perception gap analysis to supply chain integration and develops a generic model, the 3-Level Gaps Model, with the goal of contributing to harmonization and integration in the supply chain. The model suggests that significant perception gaps may exist among supply chain members with regards to the importance of different performance criteria. The concept of the model is conceived through an empirical and inductive approach, combining the research discipline of supply chain relationship and perception gap analysis. First hand data has been collected through a survey across a key buyer in the motor insurance industry and its eight suppliers. Rigorous statistical analysis testified the research hypotheses, which in turn verified the validity and relevance of the developed 3-Level Gaps Model. The research reveals the significant existence of supply chain perception gaps at all three levels as defined, which could be the root-causes to underperformed supply chain.
Design of Success Criteria Based Evaluation Model for Assessing the Research ...Waqas Tariq
Innovations and inventions are not outcomes of single activity of any organization. This is a result of collaboration of different partners. Collaborated research of university and industry can enhance the ability of scientist to make significant advances in their fields. The evaluation of collaborated research between university and industry has created the greatest interest among the collaborational researchers because it can determine the feasibility and value of the collaboration. This paper intends to illustrate the evaluation metrics and success criteria- based evaluation model in between university-industry in their collaborated research. For bridging the model, the success criteria have been identified based on key evaluation metrics. A successful Collaboration of university and industry is not dependent on any single metric but instead on the confluence of multiple metrics from the growth of basic research to commercialization. This study is intended to provide different evaluating metrics to impound the research collaboration constraints between university and industry, and design success criteria to upsurge the successful linkage. For this purpose we have developed constraints and success criteria based evaluation metrics (CASEM) model. The proposed model is appropriate for almost all types of collaborations specially research collaborations between university and industry. By adopting this model, any university or industry can easily cross the threshold in the grown-up research collaborational community.
Journal of Business & Economics Research – August 2013 Volum.docxchristiandean12115
Journal of Business & Economics Research – August 2013 Volume 11, Number 8
2013 The Clute Institute Copyright by author(s) Creative Commons License CC-BY 345
The Control Process Effectiveness:
Organization Versus Customer
Ofer Barkai, The Sami Shamoon College of Engineering, Israel
ABSTRACT
This research project, which was implemented in an organization whose primary function is
providing service (Telecommunication company), studies the scope of the correlation between the
quality of service from the customer’s point of view (customer survey) and the organization
(Telecommunication company systems). The research is important both for economic and
scientific reasons. It involves many organizational control units which require significant
monetary investments. From a scientific point of view, the research is important because it can
shed light on the asymmetrical point of view existing between customers and organizations.
Organizations that are service providers place high importance on the quality of service and their
image as perceived by their customers. Quality of service is measured through internal control
processes and from there is passed on to the staff who are directly involved in customer service. In
this study, we focus on a large organization which implements control processes and then
provides service to customers. Therefore, the activities of this organization are judged first and
foremost on the basis of the service quality provided. The existing internal control processes of the
organization, which measure the standard of service provided on the basis of organizational
benchmarks are separate from those that measure customer satisfaction. In this project, we
analyze the correlation between the outlook of the customer and the results of internal control
processes.
Key Words: Telecommunication Company; Customers Satisfaction Survey; Internal Control Process; Service
Quality
INTRODUCTION
ne of the most important goals of a company is to create disposition toward the company's products and
services. The rapid growth of the modern markets, along with the growing demand for quality products
and services and the intense competition of our time, have led companies to design their service
strategies to achieve this goal. Growing demands for service quality, liability and efficiency became a major
consideration in the service strategy design and services operation provided to the costumer (Tervydisa &
Rindzevičius, 2006).
Roth & Van Der Velde (1991) present a service strategy paradigm which explicitly considers service
strategies as a competitive weapon, aimed to better one's company from its competitors. This is crucial, as stated
before, in competitive markets. As competition increases, companies strive to differentiate themselves trying to
stress their good qualities and uphold their stature as the best in their field.
Urban W. (2009), in his research.
Examining relationship between service quality, user satisfaction and perform...IJECEIAES
Governments attempt to use all forms of information technologies including Internet and mobile computing to be able to transform relationships with citizens. However, there is a clear gap between the indicator of the impact of technology innovation output and government’s vision in United Arab Emirates (UAE). In this regard, investigating the relationship between service quality, user satisfaction, and performance impact may help the government to mark its current progress and milestone achievement. This research proposed a model based on Delone & McLean IS success model by considering the research context. The modeling of structural equations via PLS (Partial least squares) regression was applied to evaluate the model within the context of public sector in the UAE. The data was collected from a sample of 147 employees in public organizations using a questionnaire. Results demonstrated that the quality of service has a significant effect on user satisfaction. In addition, quality of service and user satisfaction positively influences the staff performance. The outcome of this research helps to enhance the understanding of the impact of smart government applications.
The Effectiveness of Virtual R&D Teams in SMEs: Experiences of Malaysian SMEsNader Ale Ebrahim
The number of small and medium enterprises (SMEs), especially those involved with research and development (R&D) programs and employed virtual teams to create the greatest competitive advantage from limited labor are increasing. Global and localized virtual R&D teams are believed to have high potential for the growth of SMEs. Due to the fast-growing complexity of new products coupled with new emerging opportunities of virtual teams, a collaborative approach is believed to be the future trend. This research explores the effectiveness of virtuality in SMEs’ virtual R&D teams. Online questionnaires were emailed to Malaysian manufacturing SMEs and 74 usable questionnaires were received, representing a 20.8 percent return rate. In order to avoid biases which may result from pre-suggested answers, a series of open-ended questions were retrieved from the experts. This study was focused on analyzing an open-ended question, whereby four main themes were extracted from the experts’ recommendations regarding the effectiveness of virtual teams for the growth and performance of SMEs. The findings of this study would be useful to product design managers of SMEs in order to realize the key advantages and significance of virtual R&D teams during the new product development (NPD) process. This in turn, leads to increased effectiveness in new product development's procedure.
Assessment of Service Quality in Higher Education: Case Study in Private Univ...inventionjournals
Service quality is one factor that is considered in managing an educational institution. Student satisfaction is the result of perceived service quality of students during the educational process. The purpose of this study is to explore the student's perspective on the service quality received during the learning process. Data collected from students and the questionnaires collected were 95 respondents. IPA analysis is used in order to identify the attributes of service quality from the students’ perspective of level of importance and the perceived performance. Result show that there is a gap between importance and performance attributes of service quality. Based on the cartesius diagram there are two attributes in quadrant I are top priority for improvement. These attributes are fast service and student exchange programs.Based on the customer satisfaction index results showed that the service quality that has been given by university in the criteria of reasonable satisfactory. The results of this analysis are expected to assist management in improving the quality of service to the students in terms of both academic and non-academic, because private universities received the largest inflowfrom students. Recommendations are also discussed to obtain more comprehensive results in measuring student satisfaction
Determinants of Auditor Performance at the Regional Inspectorate Evidence fro...ijtsrd
Performance measurement is used as a basis for assessing the success and failure of implementing activities. Quality human resources affect the performance of each auditor. Quality of supervision must fulfill criterion under regulations is required. The research objective was to test whether responsibility, independence, expertise, and compliance with the code of ethics affected the inspectorate auditors performance in regional governments in East Java. Research data collection was carried out by the survey method by the snowball method to distribute questionnaires to respondents. Forty seven filled questionnaires were analyzed using partial least squares. There are four hypotheses tested. Based on the test results, it can be concluded that there is an influence of responsibility, independence, competence, and compliance on the regional inspectorate auditors performance. Auditors who comply with the code of ethics can increase auditor professionalism. The higher the professionalism, the better the auditor can consider finding possible deviations. The research implication is that adherence to the established standards improves the quality of audit performance. Therefore, continuous efforts are needed to enhance competence and compliance with the auditing apparatus standards to produce quality regional financial statements. Alwan Sri Kustono "Determinants of Auditor Performance at the Regional Inspectorate: Evidence from East Java – Indonesia" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-1 , December 2020, URL: https://www.ijtsrd.com/papers/ijtsrd35822.pdf Paper URL : https://www.ijtsrd.com/economics/accounting/35822/determinants-of-auditor-performance-at-the-regional-inspectorate-evidence-from-east-java-– -indonesia/alwan-sri-kustono
Effects of the External (Macro) And Internal (Micro) Source (Factors) of Inno...inventionjournals
In an attempt to use the resource-based theoretical approach, this article tried to empirically investigate the influence and impact of theinternal (micro) and external (macro) environmental factors of innovation performance using a sample of small and medium sized firms in the telecommunication cluster in Ghana with the main focus on examining variables such as customer inputs, the intensive role of R&D, cooperative networks, the uncertain environment and the complex environment of the firm. A sample of 31 SMEs in the telecommunication cluster was selected with 109 questionnaires administered. The results indicate that the macro environmental sources as cooperative network and customer inputs actually impact positively on the innovation performance of SMEs in the communication cluster in Ghana. However, firm size, network size and complex environment were shown to be negatively related to firm innovation performance.
Engineering a Woman: Marketing Opportunities and Challenges in IndiaPrashant Mahajan
Equity does not just mean an equal number of women and
men; it means equal chances of success and career
development; average women will succeed as much as average
men. The Indian governments initiatives like National Program
for Education of Girls at Elementary Level (NPEGEL),
Rashtriya Mahilakosh (RMK), Kasturba Gandhi Balika
Vidyalaya (KGBV), Working Women Hostels, National
Mission for Empowerment of Women (NMEW), Sarva
Shiksha Abhiyan shall be extended and oriented further more
towards engineering education for the dream come true of
Digital India and Smart Cities with more encouragement of
women in engineering. The strategic marketing aim must be to
‘normalize’ engineering as a career choice for women, so that
people inside and outside of engineering no longer presume
that ‘the engineer’ will be men. Marketing efforts to recruit
more women into engineering must avoid appealing to gender
which associate men and masculinity with ‘things technical’
and women with ‘things social’. In sum, we must broaden the
image and vision of engineering work from technical to
techno-social if we are to attract and keep talented women in
engineering. Engineering has room for diverse ‘types’ of
people because it incorporates a wide variety of jobs and roles.
Women engineering education is a multi-dimensional
phenomenon; marketing efforts to attract women in
engineering shall not be limited to the institutes/service
providers, but it shall be responsibility of the government,
NGOs and community as a whole, for India to be Super Power.
If engineering education is a signifier of development, it
should incorporate a gender perspective to it. Perhaps then, we
will see more women enjoying success and fully participating in engineering education.
e-Promotion: A Revolution In Technical Education EvolutionPrashant Mahajan
In the era of globalization internet plays a vital role in all spheres of life and industries. Whether you sell products online or not, e-Promotion is essential for virtually every business. Internet users in India growing very fast in India, as per the latest report of Internet and Mobile Association of India, India will overtake the US (as the second largest base). As per the research by US based research firm e-Marketer (2014), India will overtake the US as the second largest market for Smartphone in the world by 2016. With the help of Internet on mobile phones (Smartphone), online news or information can be read anytime and anywhere. This is the biggest opportunities for the Institutes offering TechnicalEducation in India. Creating an e-presence is much more than creating a small website with contact details. An e-presence is the image of an institute that will be created in the eyes of every visitor whenever they access website or come across with any social networking links on the Internet while browsing. These foot prints play a very important role in the virtual brand image creation, attracting students and developing relationship with the community.
Download Link > https://ertekprojects.com/gurdal-ertek-publications/blog/modelling-the-supply-chain-perception-gaps/
This study applies the research of perception gap analysis to supply chain integration and develops a generic model, the 3-Level Gaps Model, with the goal of contributing to harmonization and integration in the supply chain. The model suggests that significant perception gaps may exist among supply chain members with regards to the importance of different performance criteria. The concept of the model is conceived through an empirical and inductive approach, combining the research discipline of supply chain relationship and perception gap analysis. First hand data has been collected through a survey across a key buyer in the motor insurance industry and its eight suppliers. Rigorous statistical analysis testified the research hypotheses, which in turn verified the validity and relevance of the developed 3-Level Gaps Model. The research reveals the significant existence of supply chain perception gaps at all three levels as defined, which could be the root-causes to underperformed supply chain.
Design of Success Criteria Based Evaluation Model for Assessing the Research ...Waqas Tariq
Innovations and inventions are not outcomes of single activity of any organization. This is a result of collaboration of different partners. Collaborated research of university and industry can enhance the ability of scientist to make significant advances in their fields. The evaluation of collaborated research between university and industry has created the greatest interest among the collaborational researchers because it can determine the feasibility and value of the collaboration. This paper intends to illustrate the evaluation metrics and success criteria- based evaluation model in between university-industry in their collaborated research. For bridging the model, the success criteria have been identified based on key evaluation metrics. A successful Collaboration of university and industry is not dependent on any single metric but instead on the confluence of multiple metrics from the growth of basic research to commercialization. This study is intended to provide different evaluating metrics to impound the research collaboration constraints between university and industry, and design success criteria to upsurge the successful linkage. For this purpose we have developed constraints and success criteria based evaluation metrics (CASEM) model. The proposed model is appropriate for almost all types of collaborations specially research collaborations between university and industry. By adopting this model, any university or industry can easily cross the threshold in the grown-up research collaborational community.
Favoritism, nepotism and cronyism as predictors of 1
Similar to Relationship Between E-Management And Excellence Of Government Performance Applied research on Al- Aflaj traffic authority, in Kingdom of Saudi Arabia (K.S.A)
Journal of Business & Economics Research – August 2013 Volum.docxchristiandean12115
Journal of Business & Economics Research – August 2013 Volume 11, Number 8
2013 The Clute Institute Copyright by author(s) Creative Commons License CC-BY 345
The Control Process Effectiveness:
Organization Versus Customer
Ofer Barkai, The Sami Shamoon College of Engineering, Israel
ABSTRACT
This research project, which was implemented in an organization whose primary function is
providing service (Telecommunication company), studies the scope of the correlation between the
quality of service from the customer’s point of view (customer survey) and the organization
(Telecommunication company systems). The research is important both for economic and
scientific reasons. It involves many organizational control units which require significant
monetary investments. From a scientific point of view, the research is important because it can
shed light on the asymmetrical point of view existing between customers and organizations.
Organizations that are service providers place high importance on the quality of service and their
image as perceived by their customers. Quality of service is measured through internal control
processes and from there is passed on to the staff who are directly involved in customer service. In
this study, we focus on a large organization which implements control processes and then
provides service to customers. Therefore, the activities of this organization are judged first and
foremost on the basis of the service quality provided. The existing internal control processes of the
organization, which measure the standard of service provided on the basis of organizational
benchmarks are separate from those that measure customer satisfaction. In this project, we
analyze the correlation between the outlook of the customer and the results of internal control
processes.
Key Words: Telecommunication Company; Customers Satisfaction Survey; Internal Control Process; Service
Quality
INTRODUCTION
ne of the most important goals of a company is to create disposition toward the company's products and
services. The rapid growth of the modern markets, along with the growing demand for quality products
and services and the intense competition of our time, have led companies to design their service
strategies to achieve this goal. Growing demands for service quality, liability and efficiency became a major
consideration in the service strategy design and services operation provided to the costumer (Tervydisa &
Rindzevičius, 2006).
Roth & Van Der Velde (1991) present a service strategy paradigm which explicitly considers service
strategies as a competitive weapon, aimed to better one's company from its competitors. This is crucial, as stated
before, in competitive markets. As competition increases, companies strive to differentiate themselves trying to
stress their good qualities and uphold their stature as the best in their field.
Urban W. (2009), in his research.
Examining relationship between service quality, user satisfaction and perform...IJECEIAES
Governments attempt to use all forms of information technologies including Internet and mobile computing to be able to transform relationships with citizens. However, there is a clear gap between the indicator of the impact of technology innovation output and government’s vision in United Arab Emirates (UAE). In this regard, investigating the relationship between service quality, user satisfaction, and performance impact may help the government to mark its current progress and milestone achievement. This research proposed a model based on Delone & McLean IS success model by considering the research context. The modeling of structural equations via PLS (Partial least squares) regression was applied to evaluate the model within the context of public sector in the UAE. The data was collected from a sample of 147 employees in public organizations using a questionnaire. Results demonstrated that the quality of service has a significant effect on user satisfaction. In addition, quality of service and user satisfaction positively influences the staff performance. The outcome of this research helps to enhance the understanding of the impact of smart government applications.
CONCEPTUALTHEORETICAL PAPERCustomer engagement in serviceAlleneMcclendon878
CONCEPTUAL/THEORETICAL PAPER
Customer engagement in service
V. Kumar1,2,3,4 & Bharath Rajan1 & Shaphali Gupta1,5 & Ilaria Dalla Pozza6
Received: 1 February 2017 /Accepted: 20 September 2017 /Published online: 7 October 2017
# Academy of Marketing Science 2017
Abstract We develop a framework to facilitate customer en-
gagement in service (CES) based on the service-dominant (S-
D) logic. A novel feature of this framework is its applicability
and relevance for firms operating both in developed and emerg-
ing markets. First, we conduct a qualitative study involving
service managers from multinational companies (MNCs)
across the developed and emerging markets to understand the
practitioner viewpoints. By integrating the insights from the
interviews and the relevant academic literature, this framework
explores how interaction orientation and omnichannel model
can be used to create positive service experience. We also iden-
tify the factors that moderate the service experience, and
categorize them as follows: offering-related, value-related, en-
abler-related, and market-related. Further, we also propose that
perceived variation in service experience moderates the influ-
ence of service experience on satisfaction and emotional attach-
ment, which ultimately impacts customer engagement (CE).
From these factors, we advance research propositions that dis-
cuss the creation of positive service experience. One of the
study’s key contributions is that MNCs can focus their attention
on the moderators to ensure consistency in positive service
experience, in an effort to enhance CE.
Keywords Service experience . Customer engagement .
Developed markets . Emerging markets . Service-dominant
logic
Introduction
The emergence of service activities globally can be observed
at the firm level through the concept of customer engagement
(CE). In such an environment, engaging with customers has
been recognized as a viable way for enhancing brand and firm
performance (Gartner 2014). For instance, Gallup research
found that on a per-trip basis, Bfully engaged^ customers in
the consumer electronics industry spent $373, compared to
$289 by the Bactively disengaged^ customers (Sorenson and
Adkins 2014). With financial performance at stake, service
firms would, therefore, be more inclined to engage with their
customers.
Research studies have identified CE as a key success factor
for firms (Kumar and Pansari 2016; Verhoef et al. 2010). In
this regard, value contribution from customers to the firms
extends beyond just purchases transactions to also include
non-purchase related customer behaviors (Kumar and
Reinartz 2016). All these ways of customer value contribution
Satish Jayachandran served as Area Editor for this article.
* V. Kumar
[email protected]
Bharath Rajan
[email protected]
Shaphali Gupta
[email protected]
Ilaria Dalla Pozza
[email protected]
1 Center for Excellence in Brand & Customer Management, J. Mack
Robinson College of Business, Georgia State Univ ...
Investigating the Influence of E-HRM Practices on Organizational Performance:...Dr. Amarjeet Singh
Electronic Human Resource Management (E-HRM) came into existence as a result of the evolution of new technology and it leads to eliminating the administrative burden on HR professionals. Financial institutions are the heart of the financial stability of the economy. Nowadays most financial institutions are widely adopting E-HRM practices in order to achieve sustainable competitive advantage. However, it has been observed that there is a lack of empirical studies regarding this phenomenon in the Sri Lankan context. The main contribution of this study is to enrich the knowledge and investigate the impact of E-HRM practices on organizational performance under the mediation role of organizational agility. Thus, the study focusses on to examine how E-HRM impacts organizational performance, and to determine the mediating role of organizational agility between E-HRM and OP. Questionnaires were distributed by using a convenience sampling method to collect primary data from 40 financial institutions in Sri Lanka. Data analysis was performed using Pearson correlation analysis, regression analysis, descriptive statistics, Baron and Kenny mediator analysis method, and Sobel test. Results of the analysis indicated that E-HRM practices significantly and positively impact organizational performance while organizational agility mediates the relationship between E-HRM practices and OP. Outcomes of this study provided implications like enhancing available literature, to understand the real impact of E-HRM on organizational performance to HR managers. This study also suggests some further research areas for future research.
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This logical exploration represents the impact of the human asset the board rehearses on the imagination and development with the medium variable which is expertise this investigation shows the significance of human asset the executives in the mechanical firms likewise rises the parts of the human asset the board cycle to expand the representative's innovativeness and advancement. To achieve this points, five organizations have been chosen to react the poll the absolute populace of the examination is 130 workers, at that point gather the information from the representatives and investigation it, to test this data the SPSS program v.25 has been utilized, In this examination attempt to show how human asset the board components sway on advancement likewise how it impacts on inventiveness and show how the human asset the executives impact on the aptitude. For the most part, this examination focuses on five significant elements of the human asset the board rehearses which are, strengthening, position investigation, preparing, pay, and work, and each factor contain a few inquiries along these lines, to diminish the factors, factor examination done. Additionally, in this investigation, the dependability shows there is a decent consistency estimation of the information, and the connection shows that there is a positive and huge connection between factors likewise, it outlines that there is a decent degree of the connection between factors. At last, the relapse investigation factually pointed there is an effect of human asset the executives rehearses on every one of advancement, innovativeness, and aptitude along these lines, the end concurs with the segments of HRMP which acknowledged by relapse examination and their impact on development, imagination, and expertise.
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This study aimed at identifying Customer Relationship Management (CRM) in improving customer services (responding time,
customer experience and product diversity) in the Cairo Amman Bank (CAB). The authors employed a predictive-descriptive
approach to identify the level of CRM at CAB. Male and female employees at CAB (No.327) participated in the study. A
questionnaire prepared to measure the role of CRM in improving customer services was implemented. Means, standard
deviations, multiple linear regression and 1-Way ANOVA analyses were used to examine the data. CRM from the perspective
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and its dimensions scored high. The predictive model of CRM and customer services from employee’s perspective was
statistically significant. Based on these results, the authors recommend ACB to take more interest in improving its CRM to
obtain customers satisfaction by encouraging customers to provide the company with feedback that improves the services
provided to them.
The Influence of Organizational Innovation towards Internal Service Quality i...Hamzani Fadil
Procedia - Social and Behavioral Sciences
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The study presents a conceptual framework showing the moderating role of technological turbulence on the relationship between total quality management and firms performance. Literature was reviewed before arriving at the proposed conceptual framework. From the model, it is proposed that the relationship between total quality management and organizational performance will be stronger when technological turbulence is supportive and taken in to consideration by Nigerian banking industry. Organizations that leverages on opportunities that evolves around its external environment in terms of change in technology has an edge in attaining competitive edge and improving performance of their organizations more efficiently and effectively than competitors do.
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Relationship Between E-Management And Excellence Of Government Performance Applied research on Al- Aflaj traffic authority, in Kingdom of Saudi Arabia (K.S.A)
1. International Journal of Business Marketing and Management (IJBMM)
Volume 5 Issue 10 October 2020, P.P. 76-89
ISSN: 2456-4559
www.ijbmm.com
International Journal of Business Marketing and Management (IJBMM) Page 76
Relationship Between E-Management And Excellence Of
Government Performance
Applied research on Al- Aflaj traffic authority, in Kingdom of
Saudi Arabia (K.S.A)
Dr. Hassabelrasul Yousuf AL Tom Shihabeldeen
1
1
(Business administration, College of Science & Humanities Studies / Prince Sattam Bin Abdul-Aziz
University, KSA)
ABSTRACT: The present research problem can be summarized in the following question "To what extent can
service quality contribute to operationalization of E-management and excellence of government performance
within Al-Aflaj traffic authority, K.S.A." Moreover, the study seeks to determine the relationship nature between
service quality on one hand, and both E-management and excellence of government performance on the other,
through testing the proposed model to reach a number of results, and recommendations that may benefit
officials within Al-Aflaj traffic Authority, K.S.A. To this end, the researcher used the descriptive methodology,
interpreting the existing condition of the examined issue, dimensions, along with conducting analysis and
interpretation of such issue. In addition, the researcher used the questionnaire methodology in the field study
with a sample comprised of 137 items. Results of the study indicate that there is a significant effect of E-
management on service quality within Al-Aflaj Traffic Authority. The former has a significant effect on
excellence of government performance within Al-Aflaj Traffic Authority. Some recommendations made by the
present research include: the establishment of an entity concerned mainly with up to date technology enacted in
E-management, benefit from similar endeavors undertaken by other countries, notwithstanding cultural
differences, develop knowledge skills and potential of staff by way of skills and potential of staff by way of
training to ensure the presence of high caliber employees within job activities for greater levels of performance
under the umbrella of E-management.
KEYWORDS: E-management, excellence of government, Service quality.
I. INTRODUCTION
The introduction of the paper should explain the nature of the problem, previous work, purpose, and the
contribution of the paper. The contents of each section may be provided to understand easily about the paper.
Emergence of globalization has made the world more complicated due to the rapidly changing IT &
Telecommunication. Organizations might plunge into endless competitions for the acquisition of superb quality
and performance that meet high expectations (Nivlouei, 2014).
Amid such market demands, and intense competition, organizations seek to forge new strategies to
handle these demands and achieve the competitive edge. Therefore, E-management has become a decisive factor
enabling organization to meet their goals and attain competitiveness (Findikl, Ebru, 2015).
Concept of E-management generally depends on the utilization of the massive capabilities of IT and
Telecom to streamline daily activities within business organizations providing managers with opportunities to
engage with one another in pursuit of common objectives (Sven,et.al, 2015).
However the concept of E-management does not confine itself to automating work units within
organizations, but rather extend to the integration of data bases and knowledge among multiple administrations,
using the available data to direct firm policies and flexibility required to respond to consequent changes
internally or externally (Sharma, Megha, 2016).
Service quality can be defined as the perception of client resulting from comparing the perceived
performance level after usage to the expected performance level prior to usage (Al-Menyawy, 2001).
It is therefore a measure of the service type provided to customers, how it has been delivered and to
what extent it meets their needs, wants and expectations (Al-Sabaei, 2017).
2. Relationship Between E-Management And Excellence Of Government Performance
International Journal of Business Marketing and Management (IJBMM) Page 77
Service Quality is thus associated with customer needs and expectations, when the latter are satisfied,
the service is said to be high quality (Gad Al-Rab, 2007).
Another widely circulated term is excellence with definitions varying considerably by studies, lectures,
scientific conferences, journals …etc. This reflects the significance of the term and content as well. As a result,
different management approaches over the years sought diligently to define the management excellence. For
instance, scientific management approach cited efficiency as the basis for management excellence, while the
humanitarian relations approach introduced the human dimension to the process stressing the importance of staff
social needs (Greasley, 2005).
Modern approaches, however, focuses more on the business environment for its direct impact on the
organizational performance. "Effectiveness" then emerged showing the importance of achieving corporate
objectives given the environmental variables that might affect the firm's activity (Ghonemi, 2014).
Harrison, 2001, Sachs, 2000, and Bennett, 2000, argue that performance is behavior resulting from
reaction toward a certain task, imposed either by others, or self-enacted. It can be said that performance is
actions or reactions with principles embraced by a certain member in an organized group representing the entire
organizational entity. Further, performance is the individual's ability to accomplish job expectations in different
aspects i.e. quantity and quality of production, planning, cooperation, reliability, effort, care at work, innovation
and creativity.
The present study proposes seeks to identify the role played by service quality as a moderator in the
relationship between E-management, and excellence in government performance with an application on Al-
Aflaj traffic authority, K.S.A.
First: Research problem:
Research problem can be summarized in the following major question: "To what extent can E-
management contribute to the attainment of service quality and excellence of government performance within
Al-Aflaj traffic authority, K.S.A.?"
Secondary questions are:
1- What is the nature of relationship between E-management and service quality within Al-Aflaj traffic
authority?
2- What is the nature of relationship between E-management and excellence in government performance
within Al-Aflaj traffic authority?
3- What is the nature of relationship between service quality and excellence of government performance
within Al-Aflaj traffic authority?
4- What is the level of interest by officials in service quality and excellence within Al-Aflaj traffic authority?
Second: Research objectives:
The following are the research objectives:
1- Define the nature of relationship between E-management and service quality within Al-Aflaj traffic
authority
2- Identify the nature of relationship between E-management and excellence of government performance
within Al-Aflaj traffic authority
3- Examine the relationship between service quality and excellence of government performance within Al-
Aflaj traffic authority
4- Identify the level of interest by officials in service quality and excellence of performance within Al-Aflaj
traffic authority
Third: Research importance:
The following factors constitute research importance:
1- Research academic importance: due to the fact that service quality, E-management, and excellence of
government performance are still not extensively examined in K.S.A., the issue needs further contributions
by Arabic studies and research that would enrich the discussion with more up-to-date writings.
3. Relationship Between E-Management And Excellence Of Government Performance
International Journal of Business Marketing and Management (IJBMM) Page 78
2- Research practical importance: practical importance of the present research is the determination of the role
played by E-management in improving service quality, and excellence of government within Al-Aflaj
traffic authority. Al-Aflaj traffic authority has been chosen because of the major role it plays in keeping
roads hazard-free and insuring the safety of citizens ads well as regulating traffic flow and minimize road
accidents.
3- Importance to the researcher: the present research is expected to enhance the researcher's knowledge, enrich
thoughts on the issue being examined.
Fourth: Research Hypotheses:
The following hypotheses have been developed:
H-(1): There is a significant effect of E-management on the service quality within Al-Aflaj Traffic Authority.
H-(2): There is a significant effect of E-management on excellence of performance within Al-Aflaj Traffic
Authority.
H-(3): There is a significant effect of service quality on excellence of performance within Al-Aflaj Traffic
Authority
Fifth: Research variables:
The following figure illustrates the search variables (e.g. Figure (1/1)
Figure (1/1): Research Variables
Source: prepared by the researcher in view of the theoretical study results.
Sixth: Population and study sample:
(1) Population: Subjects of the present study are the entire staff hires by Al-Aflaj Traffic Authority (N.
328) (as reported by Manpower department, Apr. 2019, Al-Aflaj Traffic Authority). The schedule
below indicates number of employees according to job descriptions
Performanc
e excellence
Service Quality
E-management H2
H1
H3
reliabilityResponsivene
ss
Business
trust
Tangibility
Leadership
role
Staff
satisfaction
Corporate
education
and
Business
administrati
on of e-
human
resources
E-training
Corporate
education and
development
Independent
variable Dependent
variable
Moderator
Empathy
Excellence
culture in
the
organizatio
n
4. Relationship Between E-Management And Excellence Of Government Performance
International Journal of Business Marketing and Management (IJBMM) Page 79
Table (1-1): Number of employees at Al-Aflaj Traffic Authority.
No. Job Description Total
1 Officers 8
2 Soldiers 300
3 Administrators 200
Total 328
Source: Manpower Department: Al-Aflaj Traffic Authority, Apr. 2018
(2) Research sample: a random sample participated in the present study comprised of all job levels (i.e.):
officers, soldiers, and administrators relying on the following statical tables and equations (Idrees,
2007)
With Z= Standard deviation limits at certain trust level for instance 95%,
The corresponding standard deviation for statistical tables is 1.96,
And π= ratio of subjects with characteristics pertinent to the study issue (i.e.) 50%,
(1-π) = ratio of those not having the characteristics pertinent to the study issue (i.e.) 50%,
= admissible error estimated = 0.5,
n = sample size
Based on the above equation, the sample size is 190 items for the employees participating in the study.
The sample size has been distributed in accordance with job levels (e.g. officers, soldiers, and
administrators), later a random sample was taken from the three job levels as follows:
Table (1/2): Distribution of study sample based on job levels
No. Job Description No. of employees Ratio Size
1 Officers 8 2% 4
2 Soldiers 300 92% 173
3 Administrators 200 7% 13
Total 328 100% 190
Source: Prepared by the researcher
200 questionnaire forms have been distributed to study subjects with a response rate of 150 minus 13
excluded (i.e.) 72%
Seventh: Research methodology:
the researcher used the analytical descriptive methodology that interprets the existing condition of the
issue examined, defines dimensions as well as conducting analysis and description of the relevant data.
Moreover, the study used the questionnaire method during the field study; here is how the questionnaire form
has been designed:
The layout contains five main parts:
Section one: outer cover, the introduction, stressing the issue importance and confidentiality of provided
information.
Section two: a question comprised of five items to identify demographics of employees hired by Al-Aflaj
Traffic Authority.
Section three: a question comprised of (15) items to identify service quality within Al-Aflaj Traffic Authority.
Section four: a question comprised of (20) items to identify E-management within Al-Aflaj Traffic Authority.
Section five: a question comprised of (20) items to identify performance excellence within Al-Aflaj Traffic
Authority.
5. Relationship Between E-Management And Excellence Of Government Performance
International Journal of Business Marketing and Management (IJBMM) Page 80
Eighth: Statical analysis methods:
SPSS Ver: 22 computer program of statistics in social science, was used as follows:
A- Alpha Cronbach coefficient for the measure consistency of research variables was used, except for the
demographics.
B- Sample items have been distributed based on demographic variables (e.g. age, experience, qualifications,
and job hierarchy) , along with numbers and percentage.
C- Average standard deviation, and discrepancy coefficient for the research variables except the demographics,
to identify the existing rate of every variable in the study sample as well as the dispersion medium.
D- Pearson correlation among research variables (dual variables) except for the demographics, so as to
determine the strength, direction, and significance of correlation in its basic form.
E- Simple linear regression used to examine the impact of E-management, its dimensions on the moderator and
dependent variables (e.g. service quality, and excellence of government performance), thus testing the
validity of hypotheses 1,2,and 3.
Ninth: Research theoretical framework:
(a) E-management:
it is defined as the process related to the four functions of management (e.g. planning, organization,
direction, and control) electronically in service of human resources within organizations. In other words,
functions and activities of HR are carried out electronically i.e. via computers, internet and intranet ( Steve
Foster, 2009). Mirzaei and Sanayei 2008, argue that E-management of HR provides numerous tools and services
for the HR such as:
(1) Electronic business administration of human resources.
(2) E-training
(3) E-recruitment
1- Electronic business administration of HR :
The process of e-business administration of HR can be defined as planning, organization, direction
and control of HR e.g. organize work plans, performance evaluation, running assignments, check-in and check-
out follow up, conferences, e-pay of salaries and wages via computers and internet (Steve Foster, 2009).
2- E-training:
A set of training techniques to attain fast progress with low costs thus meeting business needs
immediately. E-training is easy to implement as it uses common tools such as display and teleconferencing
programs (Carmen, 2006)
3- E-recruitment:
this can be defined as the process of selecting and attracting the human resources needed by the
corporation using the Internet and the website or other recruitment sites (Roseanne, 2007).
(b) Service quality and its dimensions (the moderator):
A service is defined as an act or performance provided by some party to another, usually such service is
intangible with no transfer of possession. The service might be related to a physical product or not (Al-Bakry,
2005). A service is invisible, and can't be tasted or perceived prior to purchase (usage). Usually services can't be
separated from their providers thus requiring interaction on the providers' part to deliver a value. In the area of a
service component a number of researchers reached the conclusion that customers seem to have criteria to
enable them judge the quality of a service provided.
The criteria consist of 10 major dimensions devised by Kottler, (2007) as follows:
1- Performance assurance or reliability.
2- Responsiveness
3- Competence
4- Accessibility
6. Relationship Between E-Management And Excellence Of Government Performance
International Journal of Business Marketing and Management (IJBMM) Page 81
5- Credibility
6- Communication
7- Safety
8- Understanding
9- Courtesy
10- Tangibles
Later studies indicated that the above dimensions may be reduced to just five major ones that constitute
the triangle of certified service quality as adopted by the present research (Ananth et.al. 2011)
1- Tangibles: this refers to physical facilities, equipment, and appearance of employees.
2- Reliability: it refers to providing the service precisely and independently.
3- Responsiveness: it means the presence of a genuine desire to help customers and improve the service
provided.
4- Assurance: it signifies staff knowledge, empathy, and instil trust among customers.
5- Empathy: it shows the level of interest and attention paid to customers.
Further, the present study has indicated that despite the importance of aforementioned dimensions in
creating service quality, the relative weight of each varies considerably (Koyngo, 2005).
(c) Dimensions of performance excellence:
1- Performance excellence conception: It's a state of managerial creativity, organizational superiority leading
to unprecedented levels of performance, execution of productive, marketing, and financial process. These
together contribute to attaining remarkable results that surpass those attained by competitors besides
satisfying customers and various stake holders throughout the organization (Al-Selmy, 2001).
2- Excellence culture in corporate performance: This refers to a set of common values adopted by the
organization for the customer satisfaction along with other effective operations (e.g. measure of output,
continuous improvement, inspirational leadership, transparency, trust, empowerment, accountability for
business) (Al-Mazroua, 2010).
3- Role of leadership in excellence: Leadership traits vary from one person to another as some seem to enjoy
certain leadership characteristics and behavior whether born or acquired through practice, observation,
action and reaction. However, others don't have such qualities or they may be latent awaiting the right
motivation by successful managerial leadership. In other words, leadership plays a pivotal role in
refurbishing performance excellence.
4- Staff satisfaction: Job satisfaction is a key ingredient of the elements contributing to the retainment of
workers despite work pressures. In other words, job satisfaction varies directly with continuation
commitment among workers thus leading to greater job effectiveness. (Wei, Cheng, 2008).
5- Education and Institutional growth: It's a process of reaching conclusions and correcting errors of the
state of enhancing corporate knowledge by way of continued knowledge of individuals due to becoming
aware of environmental factors influencing relations (Al-Zottma, 2011).
Tenth: Results of field study:
(a) Consistency and validity of measurement: the table below shows consistency and validity coefficients using
Alpha Cronbach.
Table (1/3): consistency and validity coefficients using Alpha Cronbach
No. Variable No. of items Α Self-validity order
1 E-management 20 0.953 0.976 2
2 Service quality 15 0.902 0.949 3
3 Excellence of
governmental
performance
20 0.961 0.980 1
Total 55 0.974 0.986 -
7. Relationship Between E-Management And Excellence Of Government Performance
International Journal of Business Marketing and Management (IJBMM) Page 82
(1) Governmental performance excellence coefficient was ranked first in terms of consistency and validity i.e.
96% and 98% respectively.
(2) E-management coefficient was ranked second i.e. 95% and 98% respectively.
(3) Service quality variable came in third i.e. 90% and 95% respectively.
The above results show that total values of consistency and validity coefficients were 97% and 98%
thus reflecting higher consistency of the measure used. As for items maintained in the tests, they indicated
unwavering beliefs and opinions on the participants' part toward research variables.
(b) Demographics of research sample:
Table (1/4) below shows the repeat and percentages of demographic data for the research sample and
analysis.
Table (1/4) Distribution of Study sample According to demographic data
Statement Distribution Repeat %
Age 25-30 yr.s 51 37
30-45 yr.s 48 35
45-50 yr.s 27 20
50 yr.s and above 11 8
Total 137 100%
Education Secondary, diploma 102 74
Bachelor 33 24
Higher studies 2 2
Total 137 100%
Experience Less than 5 yr.s 63 46
5-10 yr.s 56 41
10-15 yr.s 13 9
15 and more yr.s 5 4
Total 137 100%
Job hierarchy Officers 3 2
Soldiers 125 91
Administrators 9 7
Total 137 100%
The above table shows the following:
- 25 yr.s to less than 30 yr.s of age category accounted for 37%, while 30 yr.s to less than 45 yr.s
accounted for 35%, with 45 yr.s to less than 50 yr.s of age category accounted for 20%, 50 yr.s and more
represented 8%. This indicates a high level of trust in results due to variety of age categories.
- University education rate accounted for 24%, secondary and diploma education amounted to 74%, while
higher studies accounted for 2% reflecting a high level or trust in the results as sophisticated education
enables respondents to fully comprehend the study issue.
- Experience category with less than 5 yr.s accounted for 46%, 5 yr.s to less than 10 yr.s accounted for 41%
from 10 years to 15 years stood at 9% ratio, and finally 15 years of experience and more accounted for 4%.
In all, such values reflect a high level of trust in results due to the high level of experience acquired by
study participants.
- Officers accounted for 2% while soldiers were 91%, and administrators 7%, thus showing trust in results
due to the presence multiple job hierarchies.
C) Descriptive statistics of study variables :
1- Statistical description of E-management variable:
The table below (1/5) shows the results of statistical description of E-management variable
Table (1/5): Statistical description E-management variable
Symbol Item Average S.D D.C
X1-1 E-business administration of H.R: Employees have
an insight to E-management & its requirements.
4.36 0.596 13.67
X1-2 Current E-management boosts the morale of
employees, their performance
4.27 0.654 15.32
X1-3 Employees within administrative units submit 4.46 0.654 15.32
8. Relationship Between E-Management And Excellence Of Government Performance
International Journal of Business Marketing and Management (IJBMM) Page 83
suggestions for better performance of E-
management.
X1-4 Empowering E-management to introduce new and
variable services for employees
4.33 0.637 14.71
X1-5 E-management is capable of achieving maximum
levels of organizational commitment among
employees
4.03 0.633 14.72
X1-6 E-management reduces administrative complications 4.16 0.610 14.66
X1-7 E-management allows the reception of staff
grievances, examining them and findings solutions
4.08 0.29 17.87
X1-8 E-management makes the provision of services to
employees immediate and timely
4.14 6.660 15.94
X1-9 E-management facilitates the speedy storage of
information and keeps the corporate memory intact
4.17 0.620 14.87
X1-10 E-management improves the level of services
needed for H.R management. H.R.M
4.15 0.556 13.40
X1-11 2- E.Training :
e. Training lessens the time required for regular
training
4.15 0.581 14.00
X1-12 e.Training preserves the time and effort exerted by
trainees
4.04 0.643 15.92
X-1-13 e.Training facilitates procedures of the training
process
2.18 1.086 49.82
X-1-14 e.Training enhances the continuation of the training
process within the Traffic Authority.
3.46 0.944 27.28
X1-15 e.Training lessens the costs of training 3.85 0.817 21.22
X1-16 3- E-Recruitment :
e.Recruitment eliminates employment mediation
within Al-Aflaj Traffic Authority Websites.
3.79 0.751 19.82
X-1-17 e.Recruitment reduces the time needed for hiring
new applicants
3.98 0.877 22.04
X1-18 e-Recruitment reduces costs of hiring new applicants 3.78 0.739 19.55
X-1-19 e.Recruitment facilitates procedures, interviews and
tests of job applicants
3.22 1.010 31.37
X-1-20 e-Recruitment attracts and retains high calibers
employees
3.62 1.107 30.58
Total 3.92 0.742 19.99
The above table indicates that the study sample tends to support the item on excellence of g.
performance variable with the total average of (4.03), S.D (0.855) and D.C (21.2)
2- Statistical description of service quality variable:
The table below (1/6) shows the results of statistical description of service quality variable
Table (1/6): Statistical description of service quality variable
Symbol Item Average S.D D.C
X2-1 1-Tangibility:
Provision of tangible facilities and sufficient
flexibility when delivering traffic services
4.355 0.510 11.26
X2-2 The presence of guide signs pointing toward the
required service venue
4.23 0.686 16.22
X2-3 Use of modern methods in promoting traffic
services on the website
4.17 0.612 14.68
X2-4 2-Reliability:
Traffic employees are capable of providing the
required services in a timely manner
4.34 0.591 13.62
X2-5 Response of traffic employees to demands by clients
at the suitable timing despite pressures
3.99 0.761 19.07
X2-6 Absolute confidentiality regarding clients’ data 4.08 0.562 13.77
9. Relationship Between E-Management And Excellence Of Government Performance
International Journal of Business Marketing and Management (IJBMM) Page 84
X2-7 3-Assurance:
Clients are assured of trust when dealing with
service providers
3.30 1.170 35.45
X2-8 Clients are assured that their demands are fulfilled 3.26 1.174 36.01
X2-9 Risk avoidance when clients seek to get the required
services
3.32 1.253 37.74
X2-10 4-Responsivness:
To what extent are clients demands met and
problems solved
3.26 1.152 35.34
X2-11 Quick response to enquiries by clients on the
internet
3.50 1.044 29.83
X2-12 Clients perceptions of the speed and treatment
provided
3.31 1.044 31.54
X2-13 5- Empathy:
Work hours are convenient
3.44 1.107 32.18
X2-14 Care is taken to provide extra services for staff
when having problems
3.44 1.088 31.63
X2-15 Quick response to staff suggestions and grievances 4.44 0.647 14.57
Total 3.90 0.82 22.16
The above table shows that the study sample tends to favor service quality items with a total average 3.90, SD
(0.82), and DC (22.16).
3- Statistical description of g-performance excellence variable:
The table below (1/7) shows results of statistical description of g-performance excellence
Table (1/7) Statistical description of g-performance excellence
Symbol Item Average S.D D.C
X3-1 1-Corporate culture of excellence:
The culture prevailing in Al-Aflaj traffic authority
enhances job performance excellence
4.24 0.647 15.26
X3-2 Regulations and procedures within Al-Aflaj traffic
authority promote higher levels of achievement.
4.06 0.745 18.35
X3-3 Existing values and benefits within Al-Aflaj traffic
authority are upheld while performing job duties
3.85 0.846 21.97
X3-4 Education and staff culture at Al-Aflaj traffic
authority is compatible with specialties
4.29 0.594 13.85
X3-5 Values and beliefs governing Al-Aflaj traffic
authority are specific and well defined
4.19 0.651 15.54
X3-6 2- Role by leaders in excellence:
Superiors encourage employees to submit fresh ideas
3.82 0.957 25.05
X3-7 Superiors present employees with ideas and
alternatives that would help growth within Al-Aflaj
traffic authority in the long run
3.80 0.863 22.71
X3-8 Leaders support employees for making strategic
decisions within Al-Aflaj traffic authority
3.73 0.913 24.48
X3-9 Employees are allowed to submit suggestions to
leaders that would handle unexpected changes
3.91 0.975 24.94
X3-10 Superiors lay out their visions for how to carry out
assignments and improve performance
4.03 0.955 23.70
X3-11 3- Staff satisfaction:
Benefits and social services are in place within Al-
Aflaj traffic authority
3.88 0.912 23.51
X3-12 Physical circumstances in the work place contribute
to job satisfaction
3.81 0.858 22.52
X3-13 Sometimes job assignments are conflicting as they
come from several leaders
3.86 0.829 21.48
10. Relationship Between E-Management And Excellence Of Government Performance
International Journal of Business Marketing and Management (IJBMM) Page 85
X3-14 Promotion system increases job satisfaction among
Al-Aflaj traffic authority employees
4.05 0.800 19.75
X3-15 Pay and incentives applied within Al-Aflaj traffic
authority are satisfactory
4.15 0.808 19.47
X3-16 4- Education and institutional growth:
There is a training system enabling Al-Aflaj traffic
authority employees to develop and enhance
organizational education
4.08 0.562 13.77
X3-17 I’m provided the opportunity to improve
performance
4.24 0.647 15.26
X3-18 Possession of education skill liberates me from
classical work style
4.13 0.716 17.34
X3-19 Al-Aflaj traffic authority encourages employees to
aquire more education through available information
sources
4.43 0.512 11.56
X3-20 Employees are aware of all variables influencing
their jobs within Al-Aflaj traffic authority
4.10 2.200 53.66
Total 4.03 0.855 21.2
The above table indicates that the study sample tends to support the item on excellence of g. performance
variable with the total average of (4.03), S.D (0.855) and D.C (21.2)
D-Testing research hypothesis:
1- Testing H1 :
This hypothesis states that "There is a significant effect for E-management on service quality within Al-Aflaj
Traffic Authority".
To this end, the following tests have been used :
A- Correlation Coefficient:
The following table (1/8) shows correlation between E-management (independent variable) and service
quality (dependent variable), using Pearson coefficient.
Table (1/8) Pearson’s correlation for Hypothesis one
Independent variable X1 Pearson correlation
Value P
Dependent variable (X2)
E-management 0.540 ** 0.001 service quality
*** P=0.001.
The above table shows a significant relationship at P=0.001 between E-management and service
quality.
B- Simple linear regression results:
The following table (1/9) shows results of Simple linear regression analysis between E-management
and service quality.
Table (1/9): Results of stepwise analysis between E-management and service quality
P t-value Beta Standard
deviation
B Variable
0.001 17.748 0.176 3.115 Constant E-management
0.001 7.067 0.340 0.142 0.294 X 2
Other indicator R2 = 12%
The above table indicates that:
- R2 = 12% meaning that E-management variable interprets service quality at a ratio of 12% while the
remaining ratio is accounted for by other variables excluded from the stepwise relationship, along with random
errors resulting from the method of forming the study sample, measurement accuracy as well as other factors.
11. Relationship Between E-Management And Excellence Of Government Performance
International Journal of Business Marketing and Management (IJBMM) Page 86
- The value of the beta coefficient = 0.340 which is a significant value, meaning that the electronic management
variable affects the quality of service significantly by 34%.
- The above shows that there is a significant effect of E-management on performance excellence within Al-Aflaj
traffic authority, thus H-2 providing that “E-management has a significant effect on performance excellence
within Al-Aflaj traffic authority” has gained support.
3- Testing hypothesis H2:
This hypothesis states that “There is a significant effect of e-management on excellence of performance
within Al-Aflaj Traffic Authority”.
To this end, the researcher used the following tests:
(A) Correlation coefficient:
The table below (1/10) shows correlation between E-management as the independent variable, and g-
performance excellence as the dependent variable, using Pearson’s correlation.
Table (1/10): Pearson’s correlation for H.2
Independent variable (X1) Pearson’s
Value P.
Dependent variable
E-management 0.517 0.001 g-performance excellence
*** significant at P.=0.001.
The above table (1/10) shows the significant correlation at P.=0.001 between E-management and g-
performance excellence.
B- Simple linear regression results:
The following table (1/11) shows results of Simple linear regression results:
between E-management and g-performance excellence.
P t-value Beta Standard
deviation
B Variable
0.001*** 8.971 0.0203 1.0824 Constant E-management
0.001 *** 11.790 0.517 0.047 0.549 X 3
Other indices: R2=27%
The above table (1/11) shows the following:
- R2=27% meaning that E-management variable can account for g-performance excellence at a ratio of 27%, the
remaining ratio can be accounted for by other variables kept out of the stepwise relation along with other
random errors resulting from the method of forming the sample, measuring accuracy…etc.
- The value of the beta coefficient = 0.517 which is significant value, meaning that the electronic management
variable affects the excellence in government performance with a significant effect of 51.7%.
Thus the second hypothesis (H2) has won support providing that “There is a significant effect of e-management
on excellence of performance within Al-Aflaj Traffic Authority.
3- Testing H3 :
H (3) provides that “There is a significant effect of service quality on performance excellence within
Al-Aflaj Traffic Authority.
To this end, the research used the following tests:
(A) Correlation coefficient:
The table below (1/12) indicates correlation coefficient between service quality as the independent
variable, and g-performance as a dependent variable using Pearson correlation coefficient.
12. Relationship Between E-Management And Excellence Of Government Performance
International Journal of Business Marketing and Management (IJBMM) Page 87
Table (1/12): Pearson correlation for the third hypothesis (H(3))
Independent variable (X2) Pearson’s correlation
Value P.
Dependent variable
Service quality 0.641 ***0.001 Excellence of g-performance
*** significant at P.=0.001
The above table reveals the presence of a significant relationship at P.=0.001, between service quality
and excellence of g-performance.
B- Simple linear regression results:
The table below (1/13) shows results of Simple linear regression results:
analysis between service quality and excellence of g-performance
Table (1/13): Stepwise analysis results between service quality and g-performance
P t-value Beta Standard
deviation
B Variable
0.001 *** 7.026 - 0.0181 1.272 Constant Service quality
0.001*** 16.310 0.641 0.042 0.690 X 3
Other indices: R2= 41%
The above table (1/13) shows that:
- R2=41% indicating that service quality variable can interpret excellence of g-performance by a ratio of 41%,
the remaining ratio is interpreted by other variables not accounted for in the stepwise analysis along with
random errors resulting from the method used to form the study sample and measurement accuracy…etc.
- The value of the beta coefficient = 0.641, a value of significant significance, meaning that the quality of
service variable affects the performance excellence significantly by 64.1%.
The researcher reached the conclusion that there is a significant effect of service quality on excellence
of performance within Al-Aflaj Traffic Authority.
In other words: H.(3) providing that “There is a significant effect for the service quality, on
performance excellence within Al-Aflaj Traffic Authority”, has gained support.
II. RESULTS & RECOMMENDATIONS
(A) Prominent results:
1- Total consistency and validity coefficients are high reflecting consistency of the measure used and
consequently validity of views surfaces by the study sample on research variables.
2- Study population approved of the E-management variable items.
3- Study sample tended to approve of the service quality variable items.
4- Study sample was inclined to approve of g-performance excellence items
5-There is a significant effect of the E.managment on the service quality within Al-Aflaj Traffic
Authority.
6-There is a significant effect of e.managment on g.performance excellence within Al-Aflaj Traffic
Authority.
7-There is a significant effect of service quality on g.performance excellence within Al-Aflaj Traffic
Authority.
B-Recommendations:
1. Greater focus and attention when recruiting new employees by e.recruitment without confining to CVs or
resumes. This can be achieved by selecting candidates with required qualifications, versions, readiness for
development, and applying basics and concepts of e.management . However, interviews should be the final
mechanism for hiring efficient cadres. Further, job descriptions should be updated to align encumben
employees with such requirements.
2. Encourage communication among different managerial levels to determine orientations explain objectives
13. Relationship Between E-Management And Excellence Of Government Performance
International Journal of Business Marketing and Management (IJBMM) Page 88
within e.forums established technology to enable employees to perfect their duties without having to exist at
the Traffic Authority.
3. Develop employees skills to promote vision and future orientations amid the policies of e.management in
H.R centering on self-training and education, stressing the fact that every employee is responsible for the
development of their skills , knowledge , and experience gained from e.activities.
4. Establish a unit tasked with follow up on latest technological methods in e.management ,benefit from
similar experience around the world ,without disregard of cultural differences .
5. Improve potential, and knowledge of employees to handle requirements of e.management in H.R. This can
be attained through training in the job performance and evaluation using e.management.
6. Increase service quality by encouraging clients to use information technology (e.g. internet, e.cards) for
receiving traffic services with credit privileges for users of such services.
7. Retain competent employees as they represent intellectual capital, rewarding them thus promoting
organizational commitment. Further, an appropriate wage and incentive system should be in place,
dismantle obstacles to the effective communication within top management, empower employees so that
they become decision makers , and create an atmosphere inducing creativity and innovation
8. Provide employees with the opportunity to forward suggestions on how to enhance service quality and other
work-related areas within Al-Gouf Traffic Authority. Brilliant ideas should be rewarded areas within
applications of suitable ones to reassure employees that their ideas are welcomed.
9. survey employees every once in a while on how work activities are performed to listen to their wants ,
needs ,and traffic services they are willing to find available thus enhancing traffic performance excellence
within Al-Aflaj
10. Conduct comprehensive review of politics and systems pertinent to service quality while considering the
systems adopted in other traffic authorities to the bench mark for the regular evaluation and selection of the
most appropriate ones.
C) Future Research :
The following areas would be perfect extension of the present research endeavor:
1. Study o leaderships styles (e.g. democratic and chaotic), their impact on service quality and performance.
2. The effect of e.managment on other variables (e.g. build and support of self-managing teams, job
satisfaction).
3. The impact of e.managment on issues of relevance such as organizational commitment, and organizational
loyalty.
4. Application of the present study results on other sectors (e.g. public and private sector companies or banks).
III. Acknowledgements
I would like to thank the Deanship of Scientific Research at Prince Sattam bin Abdulaziz University
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