Search Results for service

Abstract

Most organizations seek to improve their performance through re-layout their activities. Therefore, the layout decision is one of the important decisions for operations management, as most service organizations are concerned with the layout through good organizing of service delivery centers according to scientific foundations in order to reach to efficient layout. So this study seeks to improve the layout of the driver’s license issuance service line by using the theory of queues in the Central Registration Compound – Husseiniah which suffers from the problem of great momentum throughout the official working hours, especially with regard to the license issuance service, this momentum causing a number of problems that the customer suffers from when he visit the compound. The most important problem is the long waiting queues of the customers whose wait for the completion of this license. As well as the great momentum in some procedures at the license issuance service center due to the overlap between these procedures and another procedures in other services lines Therefore, Guided by this, the problem of the study is embodied in the possibility of improving the internal arrangement of the permits issuance service at the General Traffic Directorate / Central Registration Compound – Husseiniah by using the theory of queues. This service was chosen as a sample for the study as it is the service that witnesses great momentum by customers compared to the services it provides The complex and therefore, there are long waiting lines in front of many of this service's procedures, which make it bottleneck points due to the poor layout of its procedures The importance of this study is evident in that it will, when applied, contribute to providing an layout form for the service line. The study sample will help improve this service by reducing the customer’s waiting times in the queue and in the system, in order to serve the largest possible number of customers. The researcher adopted the case study approach using some quantitative methods, namely the queue model to determine the nature of the waiting system for the service, the study sample and proposing a new layout for this line, as well as the simulation method to simulate both the layout and the proposed and compare them using queue measures, and in order to improve the internal arrangement of the service Issuing the license The license issuance service centers were separated into two channels for each service center and the appropriate internal arrangement was chosen, which contributes to reducing the rates of waiting times. the study aims to apply the appropriate model of waiting queues models to re-arrange the layout service centers for driver’s license issuance service line The study reached to set of conclusions and recommendations, the conclusions indicated that the proposed layout according to the queuing theory achieved a clear improvement in the performance standards represented by (the number of customers in the system; the average time customers spend in the queue and the total time in the system). Therefore, the study recommends the compound to adopting the proposed layout according to the queuing theory because it helps to achieve a streamlined flow of customers and reduce the average waiting time in both the queue and the system

Abstract

This research aims to test the possibility of designing, providing and monitoring the training service in accordance with the requirements of clauses (8, 10, 13) of ISO 29993:2017 in order to know the size of the gap between the requirements of these clauses of the standard and the actual reality in the training and development center of the Ministry of Construction, Housing and Public Municipalities. Which was chosen as a research sample. The research adopts a case study approach using the Check List as a data collection tool. Statistical methods were used to obtain the research results, represented by (the arithmetic mean and percentage to determine non-conformity and the actual size of the gap). The check list included Three axes, which are as follows (designing the training service, providing the training service, monitoring and evaluating the training service), as they are considered the main stages of the training process. The research reached a set of conclusions, the most important of which is that there is a gap between the actual reality of the researched center and the requirements of clauses (8, 10, 13) of the specification, as the total gap reached (34%) and is due to several long-established reasons that were diagnosed, while the percentage of conformity reached (66%). This is due to the center’s interest in the requirements of providing the training service.

The research recommended the necessity of applying the requirements of learning service providers outside formal education in accordance with ISO 29993:2017 to ensure the provision of high-quality training services and giving importance to the subject of documentation by directing departments to document all the operations they carry out in accordance with procedures, work instructions, or records to prove application.

Abstract

The research aims to study the marketing recovery and its impact on the quality of service in the Iraqi Airways Company in Baghdad, affiliated with the Iraqi Ministry of Transport. The problem of the study focused on explaining the pace of increasing competition between business organizations, perhaps the most prominent of which are international airlines, including the company under study (Iraqi Airways Company - Baghdad), which strives to provide the best services to its customers with the highest quality rates, but it faces many negative issues that prevent the achievement of service quality. The current research relied on three dimensions of marketing recovery, which are: (apology, compensation, and assistance and problem solving). The researcher relied on the descriptive analytical approach, and the data were collected using a questionnaire. The research also included testing the main hypotheses to determine the correlation and influence relationship between the study variables using some methods of the two statistical programs (SPSS, AMOS) and then processing the data obtained. The study included (105) senior and middle management in the company under study (General Manager, Assistant General Manager, Department Manager, Division Manager) The study found a strong correlation and influence between the study variables (marketing recovery and service quality), indicating the interest of the company’s senior and middle management in these two aspects. Among the most important recommendations that emerged from the study are: the necessity for the company under study to rely on marketing recovery in all its dimensions (apology, compensation, problem solving) whether when providing the service or after it Continuing to improve and enhance these dimensions will contribute significantly to achieving quality of service, and it is necessary to conduct periodic surveys that help the company to know the quality of the services it provides, and the extent of customer satisfaction with its performance, as it provides valuable feedback that enables the company to continuously improve its services and respond better to customer expectations and needs, which leads to achieving quality of service.

Abstract

The research aims to show the role of resource consumption accounting in the process of rationalizing the distribution of costs of productive service centers in economic units as one of the most important approach that help to provide relevant information on how to optimize the exploitation of resources and corresponding activities which leads to increasing the efficiency and effectiveness of performance as a result of reducing costs, which is reflected in the increase in profits, as well as showing the volume of unemployed energy and working to employ it through the production of useful costly information that helps it face developments in the business environmentThis is reflected in the rationalization of decisions made by economic units. The problem is that the methods used in the distribution of the costs of production service centers by local units suffer from shortcomings in this area because they rely on traditional methods in the distribution of the costs of these centers, which results in distortion in the information provided to determine the cost of products.This led to its failure to provide information that helps management make decisions and that using RCA helps economic units keep pace with developments in the business environment. Assists them in making and making decisions that are in the company's interest, such as a resource consumption accounting system that focuses on providing reliable information to rationalize costs and maximize revenues to enhance the company's productive capacity. For the company where it aims to achieve greater success in the competition market, as well as it is based on resources, and is focused on them instead of activities and includes resources in accounting for the consumption of resources consumed by activities only, but includes resources consumed by the resources themselves. In light of these conclusions, a set of recommendations was reached, the most important of which is to help the application of modern management accounting systems that keep pace with the developments of the business environment and provide adequate and appropriate information to economic units.Keywords: accounting for resource consumption, exploitation of idle energy, cost reduction.

Abstract

The aim of the research is to analyze and measure the effect resulting from the internal factors represented by (cash liquidity, debt ratio, capital adequacy, credit facilities to assets, bank size, quality of banking service) affecting the profitability of Iraqi commercial banks represented by the rate of return on assets (ROA) and the rate of return on assets (ROA) and the rate of return on assets. Return on Equity (ROE), and to achieve the goal of the research, a model was built to measure the impact of independent variables on the dependent variable based on the program ( Amos Statistical Analysis Twenty-Fourth Edition ) starting from the application of the multiple linear regression analysis method on a sample of two banks during the period from (2010 -2019), and the research reached a set of results, the most important of which is (there is a significant and statistically significant effect of the internal factors in the profitability indicators (ROA, ROE), and the research showed that the internal factors that most influence the profitability of commercial banks in the study sample differed from one bank to another. It was recommended to strengthen the interest in the capital adequacy ratio, the indebtedness ratio and cash liquidity because of their significant impact on the profitability of commercial banks, the research sample

Abstract

The study objective to determine the extent to which the principles of continuous improvement are applied in the field of innovation in banking services and industry, by relying on technological development in the banking industry and administrative systems in order to achieve customer satisfaction and increase confidence in banking services, by providing banking services that keep pace with the automation of banking operations and in line with the trends The Central Bank is in the transition to electronic money, so the research stems from an important intellectual provocation, namely, do Iraqi banks use continuous improvement techniques and what are the criteria for evaluating their services? The research also aims to track the development of the characteristics of services according to the development of the financial needs of customers and to know the nature of the relationship between the principles of CI and the characteristics of BS. , standard deviation, correlation coefficient, coefficient of determination) that the most important characteristics of BS are understandable to the customer, and this depends on the employees and the declared policy of the bank.

Abstract

This research aims to assess the quality of health services in Imam Al-Kazimin (peace be upon him) Medical City by diagnosing strengths and weaknesses using the (5Qs) model and improving them through the modified Deming technique (PDSA). The research sample was distributed to patients in the Medical City, and SPSS 23, v.25 was used to analyze the research data, and the results showed the possibility of evaluating the quality of health services in the Medical City. Using the 5Qs model, by determining the size of the gap for each of them after arranging the objective quality first, followed by the general feeling quality, then the quality of the process, then the quality of the infrastructure, then the reactive quality, in addition to the ability of the Modified Deming Technology (PDSA) to improve the quality of health service from Through the development of mechanisms and procedures for strengthening the strengths and addressing the Diagnosed Vulnerabilities Model (5Qs) according to the latest technological developments used in the health system.

Abstract

The research dealt with the topic of analyzing and measuring the joint costs of petroleum products and showing their impact on profits. The research problem was represented by not relying on modern scientific methods of cost accounting to determine and measure the joint costs of petroleum products, which leads to an increase in the costs of petroleum products and then a decrease in the overall profit. The research aimed to delve into the joint costs and methods of calculating them in the oil sector, and to analyze and measure the joint costs of petroleum products, in addition to stating the impact of the decrease in joint costs on the overall profit. The application was applied to the products of the Dora refinery, and the research reached a set of conclusions, the most important of which are There are four methods for allocating joint costs, but any method we use to allocate joint costs, the researcher believes that the best method is the total value of sales at the point of separation because it is easy to implement as well as it is the best measure of the benefits achieved when compared with other methods of allocating joint costs.

Introduction and importance of Research:

Cost is defined as a sacrifice of the resources of the economic unit in exchange for obtaining a specific purpose (good or service) and since the main objective of cost accounting is to determine the costs of the product in order to be able to price and sell it at a suitable profit, so the importance of research lies in focusing on the costs of the oil sector products and calculating the common costs of those products According to the scientific methods of cost accounting with the aim of accurately determining the cost of those products, reducing them, and then increasing the total profit to achieve the goals of the economic unit efficiently.

Abstract

Financial inclusion, defined as the process of ensuring access to appropriate financial services for all individuals and businesses, plays a crucial role in driving economic development and reducing poverty. In this context, universal banks—also known as full-service or universal banks—have emerged as key players in promoting financial inclusion by offering a wide range of financial services under one roof. These institutions provide individuals and businesses with access to savings, credit, insurance, investments, and payment services, which are essential for participating in modern economic activities.

Abstract

The role played by the internal audit in any service establishment or profitability is an important focus in the work of that establishment because it is considered the safety valve and controls the extent of the commitment of the economic unit of the instructions in force in its operational and the extent of its commitment to accounting systems and financial reports, which will reflect on the efficiency and effectiveness of those The economic unit in its stand to try to exploit its work in the administrative and financial corruption, which is one of the serious factors that destroy the work of that establishment internally and externally.
In this research, which undermined the role of internal auditing in the process of reducing the administrative and financial corruption in the General Authority for Taxation through the knowledge of the duties assigned to the internal audit and the need to comply with the instructions issued by the General Authority for Taxes because any violation of these instructions may be a door of administrative and financial corruption Which requires that the internal auditor has an important role in standing against any attempt that may be exploited to exercise administrative and financial corruption in his obligation and instructions and to inform the administration of any violation in the tax work .

Abstract

        The purpose of this research is to analyze the effect of applying the internal control system according to the COBIT5 framework on tax performance. Data was collected from the research sample using the questionnaire form, and the number of distributed questionnaires was (55), distributed to each of the officials and workers in the Iraqi General tax authority, Professionals, and Academics at the University of Baghdad. A set of statistical methods were used to study the relationship between the two research variables, using the statistical program (SPSS) to analyze the data and calculate (the arithmetic mean, correlation coefficient, coefficient of variation, F test, R2 coefficient of determination, T test, Cronbach's alpha coefficient). The research has a significant positive relationship and influence between the framework (COBIT5) and the tax performance. The most influential dimensions of COBIT5 in tax performance dimension delivery, service and support (DSS), followed by evaluation, guidance and control (EDM), while the least influential dimensions in tax performance dimension compliance are planning and organization (APO). The research recommended adopting the COBIT5 internal control framework as a guide for auditors to advise senior management on the efficiency of the internal control system in the tax institution. This includes a governance framework for information technology, which is one of the most important pillars of the corporate governance system. This research also contributes by providing theoretical and practical implications for tax administration to improve the reality of tax performance.

Abstract

In light of rapid economic changes and the increasing intensity of global competition, economic units seek to achieve excellence and efficiency by improving the management of their resources and reducing costs without affecting the quality of products or services. Rationalizing the allocation of costs is considered one of the modern administrative methods that aims to optimize the use of resources and distribute costs to activities. Strictly proportional to its contribution to creating added value in order to achieve this goal, value chain analysis has become an effective strategic tool that contributes to improving cost allocation and enhancing institutional performance. Value chain analysis, created by Michael Porter, depends on analyzing the main and supporting activities within the economic unit and evaluating them with the aim of identifying activities that contribute to creating value. Reality of the product or service from the customer's point of view, Compared to activities that raise costs without providing a tangible return, this methodology contributes to eliminating unnecessary costs and activities that do not add value, which helps achieve greater efficiency in allocating financial and human resources. Applying value chain analysis helps in restructuring operations in a way that ensures compatibility. Between diverse activities and market needs, This contributes to reducing waste and achieving a sustainable competitive advantage. It also contributes to enabling economic units to determine appropriate pricing strategies that reflect actual costs and help enhance profitability margins.

Abstract

The research aims to clarify the influence exerted by strategic alliances and its dimensions represented by (value chain partnership, licensing arrangement, joint projects, mutual service union) on strategic shocks and its dimensions represented by (the industrial environment factor (exchange rate fluctuation), the institutional environmental factor (Soft budget constraints are offset by hard one), the company's capabilities (low versus high leverage) and the relationship between them, and the researched field was the contracting companies operating in the city of Mosul (listed within the Iraqi Contractors Union/Ninawa branch), which were chosen to conduct the applied aspect of the research, and the electronic questionnaire was distributed to The researched field was conducted via the WhatsApp application for contractors working in the city of Mosul, and (98) responses were obtained via the electronic link prepared for this purpose. The research community consisted of general managers of contracting companies. The descriptive analytical approach was adopted in the research, and statistical software (spss) was employed. v.27) for statistical analysis of the collected data, and the most prominent results were the presence of an inverse relationship between both strategic alliances and strategic shocks, and there is also a significant effect between strategic alliances on strategic shocks.

Abstract

Depleted resources have an important role in achieving sustainable development, by pushing the production process and achieving stability, growth and economic development in both the economic and social fields, but they affect the environment in varying proportions, as they represent the greatest danger in polluting the environment and its surroundings, especially oil and coal. This is what made the need to search for alternative sources and resources to achieve sustainable development, the preoccupation of many countries that depend on one resource, and the best example of this is Iraq and Algeria,Which depleted resources represent approximately 98%  of its income resulting from the export of hydrocarbons, and the importance of this research comes from studying that depleted natural resources because of their great and distinguished role in economic growth and thus on sustainable economic development, by exploiting these resources and investing their returns through The way to support the productive sectors for the current generations to benefit from and to ensure the future of subsequent generations. The research started from a problem that is, is it possible to rely on depleted resources in achieving sustainable development,Is there a relationship between the size of those resources and the degree of achieving sustainable development, and the goal of this research stems from analyzing and measuring the relationship between depleted resources and indicators of sustainable development, and thus providing proposed solutions to address the imbalance between these variables in the Iraqi economy, as well as providing suggestions or recommendations in order to overcome obstacles that obstruct the process of sustainable development and address the problems of the economy, including the Iraqi economy

It also stems from the premise that it is not possible to rely on the revenues of depleted resources in achieving sustainable development in the Iraqi economy unless a large set of conditions and economic, institutional and societal reforms are available, in order to arrive at identifying the problem of the study, analyzing it and developing appropriate solutions to it. And standard, as well as analyzing the standard relationship to show the impact of depleted resources revenues on sustainable development indicators, and the use of various data and information necessary to reach the results of the study (research)The study concluded that the rational exploitation and management of  delectable resources in the service of development is one of the most important criteria associated with achieving sustainable development, especially with regard to  protecting the atmosphere from sources of pollution resulting from the use of energy in economic and social activities, especially in the transport and industry sector. The environment and development the emergence of sustainable development, which aims to pay attention to the interrelationship between man and his natural surroundings, and between society and its development. and limitations and obstacles encountered Unbalanced development has also led to the emergence of environmental problems in various fields, such as the increase in pollution and its impact on the quality of life, and the irrational exploitation of natural resources, including those that are depletable.

Abstract

The importance of the subject in estimating the impact of sudden oil shocks over decades since the early seventies of the twentieth century until now was the motive in choosing it, and naturally when oil prices are low, this will be reflected in the government's financial decisions. The research problem revolves around dependence on oil revenues mainly and the weakness of other sectors such as agriculture in financing the government budget in Saudi Arabia, which raises the following question: It is to what extent these countries can absorb those oil shocks and contain them through an appropriate fiscal policy. The research relied on the hypothesis that tracking the paths of oil shocks had clear repercussions in government budget decisions, which prompted Saudi Arabia to follow appropriate financial methods and means to contain the government budget deficit. One of the main objectives of the research is to show the risks of oil shocks on financial conditions in creating surpluses or deficits in these financial conditions for government budgets, and the research relied on the analytical method to prove its hypothesis to show the trends of these shocks. The research reached a number of results, including that oil is and is still one of the most important drivers of political and economic developments, and many believe that it is the determinant of these developments. Accordingly, the research recommended: to work on diversifying the Saudi economy in order to move from a rentier economy to an economy with strong pillars based on the development of service, agricultural, industrial and production sectors, in order to reduce the severity of negative oil shocks on the Saudi economy, and the need to choose appropriate methods for investment Correct oil revenue.

Abstract

     The Research aimed to test the role of Entrepreneurial Alertness as an independent variable in Enhancing Strategic Agility as a dependent variable. In order to achieve this, the Research adopted three dimensions of Entrepreneurial Alertness (survey and research, cooperation and communication, evaluation and judgment) based on (Tang et al., 2012), The dimensions of Strategic Agility (strategic sensitivity, unity of command, flow of resources) based on (Oventhal, 2016(. A group of companies affiliated to the al-Abbas's (p) holy shrine in Karbala governorate were selected to test the Research hypotheses through a questionnaire prepared for this purpose. The Research sample included (89) individuals intentionally, represented by (directors, heads of departments, and officials of divisions and units), The problem of the Research was represented in the intellectual questions that describe a reality in which (Entrepreneurial Alertness &Strategic Agility) are integrated, the most prominent of which was “Does Entrepreneurial Alertness affect the Enhancing of Strategic Agility?” in the companies in the Research community, The importance of the field Research was manifested in that it was applied in the private sector, which performs both production and service activities, which is one of the important sectors because of its impact on the economic, social and environmental aspects of the country, as well as its impact on the rest of the other aspects of Iraqi society. A set of statistical methods were used, the most important of which is the Pearson correlation coefficient to test the correlation hypothesis by using the statistical program (SPSS V.25) and the structural equation modeling in the impact hypothesis test by using the statistical program (Smart PLS V.23). The Research reached a set of conclusions, including the presence of sufficient awareness of the variables of the current Research among the Research sample, Entrepreneurial Alertness has a significant effect on enhancing Strategic Agility. The Research recommended a number of recommendations, including the need to focus on strengthening the Entrepreneurial Alertness of these companies and their adoption as a continuous and integrated work methodology to support competitiveness as a key factor in the sustainability of the Strategic Agility

Abstract

Due to the heated competition and the development of modern technology and the importance of the economic aspect, which most sectors center around it, it is the telecommunication sector ,my research aims to address that impact. The impact of the independent variable in marketing prowess as a dependent variable. The research sample was selected at Zain Iraq Telecommunications/Baghdad and the issue was the extent to which agile operations in marketing prowess would be fared in. During the identification, a descriptive exploratory approach was used in SPSS-ver 23data analysis. The research used a series of conclusions, the most important of which was that the company adopts a variety of marketing techniques and techniques that help to attract new customers on an ongoing basis. The research recommended that the company should focus on developing continuous service distribution channels to meet customer demands.

Abstract

The significance of this research lies in its integration of two key variables: first, innovative marketing, which represents a flexible marketing model that offers companies new methods to present their products and services by introducing changes in how the product or service is delivered, as well as in the channels used for transmitting marketing messages; and second, customer satisfaction, the understanding and analysis of which is essential for maintaining customer loyalty and, consequently, preserving and increasing the company’s market share.

The aim of the study is to explore "The impact of innovative marketing on enhancing customer satisfaction." The research problem was formulated through a set of key questions, most importantly: Does innovative marketing have an effect on achieving customer satisfaction?

To collect the necessary data, the research relied on a questionnaire as the primary tool. The study targeted the Scientific Pharmacist Office, which serves as a marketing agent for Samara Drug Industry Company and several other pharmaceutical companies across different regions in Iraq. A random sample of 65 employees working in the company was selected. Data were analyzed using SPSS v24.

The study reached several conclusions, the most notable being:
“The data analysis revealed that the company’s management pays considerable attention to the dimensions of innovative marketing, with the highest levels of attention focused on promotional innovation and distribution innovation, which in turn contributes to achieving customer satisfaction.”

Among the most important recommendations:
“The company should be proactive and quick in providing new and distinctive products to ensure customer satisfaction, which would increase its market share and guarantee its sustainability in the market.”

Abstract

     Research aim to test effect of adopting proactive work behaviors in achieving strategic entrepreneurship. As research was applied in Directorate of Civil Status, Passports and Residence to test research hypotheses through a questionnaire prepared for this purpose. Research sample included (220) respondents intentionally, represented by (directors, heads of departments, directors of divisions, and unit officials in the directorate), research problem was represented in intellectual questions that describe a reality in which (proactive work behaviors and strategic entrepreneurship) are integrated, the most prominent of which was “Does the adoption of proactive work behaviors affect achievement of strategic entrepreneurship”. The research problem was manifested in the poor quality of services provided to members of society and its reliance on the electronic signal to accomplish most of the tasks of providing daily services to individuals or institutions alike. Importance of field research was evident in that it was applied in government security sector, which performs service security activity, which is one of important sectors because of its impact on the security and social aspects of the country. A set of statistical methods were used, the most important of which is the Pearson correlation coefficient by using (SPSS V.23) and structural equation modeling by using (Amos V.20). Research reached a set of conclusions, including presence of awareness among sample members about research variables, and that adoption of proactive work behaviors will achieve strategic entrepreneurship in directorate of research community. Research recommended a number of recommendations, including need to strengthen proactive behaviors to support excellence in providing services to members of Iraqi society and its residents, as an essential feature for sustainability of entrepreneurship of the Directorate, research community strategically.

Abstract

Purpose of the Study: This research addresses a relatively new field; its primary objective is to determine whether the use of strategic momentum in productive organizations leads to the enhancement of organizational brilliance. Furthermore, the study aims to focus on modern strategic management approaches—including strategic momentum—and clarify their pivotal role in creating a comprehensive and integrated environment that fosters growth and differentiation, thereby advancing the industrial sector through the introduction of the concept of organizational brilliance.

Methodology: A sample was selected from employees at the Men’s Garments Factory in Al-Najaf Al-Ashraf. A questionnaire consisting of 22 questions was distributed to employees, including unit and division managers, department heads, accountants, and production staff. A total of 93 completed forms were collected.

Key Findings: The study results revealed a significant and meaningful impact of strategic momentum on organizational brilliance. According to the findings, the path coefficient of the explanatory variable (strategic momentum) showed strong influence on the responsive variable (organizational brilliance), indicating that strategic momentum plays a powerful role in organizing and enhancing employee brilliance within the industrial sector (the factory under study).

Applications of the Study: Strategic momentum can play a critical role in enhancing industrial performance by creating a comprehensive and integrated environment that promotes leadership brilliance, service excellence, innovation, knowledge, efficiency, and financial inclusion. This contributes to elevating the status of the factory under study. Productive factories that adopt strategic momentum can remain at the forefront of the curve, deliver superior services to their customers, maintain market share, and contribute to the sustainable and inclusive development of the national economy.

Abstract

The research aims to determine the effect of sustainable performance in achieving competitive advantage through servitization, which pushes manufacturers to adopt this trend. The research problem was embodied in how the company is able to provide distinguished services with products through sustainable performance to achieve competitive advantage. The research was applied at the General Company for Electrical and Electronic Industries Through a survey of the opinions of a sample of (65) engineers, administrators and technicians, through a questionnaire prepared for this purpose within three axes (sustainable performance, servitization,, competitive advantage). The results confirmed the presence of a high level of interest in the research variables, as well as a significant effect of sustainable performance in achieving competitive advantage through the mediation of the servitization,

Abstract

The research aims to reveal the impact of functional quality with its dimensions (credibility, response, empathy, and immediacy) on patient satisfaction in a private nursing home hospital in Medical City in Baghdad, as well as knowing the level of functional quality variables and their dimensions and the degree of patient satisfaction in the hospital. view of the sample members. A random sample of (133) patients was selected using the questionnaire as a measure of the research variables, and the questionnaire was distributed to them, and the statistical methods SPSS, v. The research reached a number of conclusions, the most important of which are: There is a strong and positive correlation of the functional quality variable with its dimensions and patient satisfaction, as well as the existence of an effective and essential direct effect of the functional quality variable and its dimensions in patient satisfaction. In addition to the presence of an average level of the functional quality of the health service in the hospital sample of the study, as well as the degree of patient satisfaction was moderate in the hospital environment. The research reached a set of recommendations, most notably attention to the psychological state of the patient and taking into account patients with special needs. Also, when providing health services, they must be free from any obstacles that affect the speed of their provision to patients, and the need to provide therapeutic and diagnostic services as quickly as possible and for all sick cases constantly.

Abstract

In recent years, institutions have faced increasing challenges, including resource scarcity, shifting customer expectations regarding service quality, and growing commitments to economic, social, and environmental sustainability. Amid these challenges, international reports, including the 2024 Sustainable Development Goals (SDGs) report, highlight the limited progress towards achieving the SDGs in Iraq. The report indicates that nearly half of the goals are showing only slight or moderate progress, while more than a third are moving in the opposite direction. This reality underscores the need for continuous improvement in institutional processes, a goal to which Total Quality Management (TQM) contributes by enhancing performance efficiency, optimizing resource utilization, and developing skills. This issue is particularly relevant in Iraq, as the World Bank's SDGs report indicates a performance gap of 34.1%, making an analysis of TQM's role essential to understanding its contribution to bridging this gap. This research aims to analyze the impact of Total Quality Management (TQM) on achieving sustainable development within the Iraqi Ministry of Electricity. This is achieved by measuring the level of TQM implementation and its reflection on performance indicators. The study relied on a sample of 100 department and division managers. A total of 130 questionnaires were distributed, 110 were returned, and 100 valid questionnaires were analyzed using SPSS software. The results showed a clear understanding among the sample of the importance of TQM practices in promoting sustainable development. Furthermore, the results indicated a statistically significant impact of TQM on sustainable development. The study recommends strengthening the adoption of TQM principles within the Ministry of Electricity as a framework for improving processes and enhancing performance efficiency. This will contribute to bridging the performance gap and achieving tangible progress towards sustainable development.

Abstract

The disparity in employee salaries across different ministries and departments raises questions, discomfort, and feelings of injustice, especially among employees with lower salaries in some ministries compared to their higher-paid counterparts in other ministries. These reasons stem from social factors, followed by economic factors. The prices of goods and services are determined by the size of the employee group with higher salaries, especially if a large group raises the prices of goods and services through their greater purchasing power. Consequently, it becomes difficult for employees with lower salaries to live comfortably, creating economic and social disparities among employee groups. This, in turn, impacts economic and social development. All these reasons prompted me to give great importance to writing this vital and important research, as I focused on analyzing several important indicators, most notably the cost of living index, which measures the minimum cost of living in Iraq, which helps us in formulating a minimum wage policy, and the private sector wage value levels index, which shows the minimum and maximum limits of private sector employee wages according to a labor market survey in the private sector in Iraq, where I concluded that one of the most important factors for labor market stability is the convergence of wages between employees in the private and public sectors, which ends the prevailing reality of the preference of wages for employees in the public sector over their counterparts in the private sector, and we reach a stage of equal demand as much as possible for job opportunities in the two sectors. The index of the total ratio of public sector employees’ salaries to revenues, which shows the high and dangerous percentage that salaries constitute of the country’s total revenues, which must be reduced and controlled, and the index of the ratio of the number of beneficiaries of public sector salaries to the population and labor force, which also constitutes a high percentage, most notably the increase in the number of new appointments that have plunged the country into a state of disguised unemployment and the inclusion of new categories in social welfare salaries, which has burdened the government and forced it to withdraw from the investment budget. In addition to the operating budget for these salaries, the average employee share of the total public sector payroll index (AEI) represents the average salary that should be taken into account when constructing the public sector salary scale. Analyzing these indicators leads us to an important point of convergence that enables us to formulate a clear policy for building a fair and balanced salary system and scale.