vol 16 no 3,2016
Assessment of the Services Quality of Civil Status and Passports Department from the Perspective of Clients- A Case Study: the Main Offices of the Directorate Amman
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Assessment of the Services Quality of Civil Status and Passports Department from the Perspective of Clients- A Case Study: the Main Offices of the Directorate Amman
Dr. Bassm Sweilem Oqleh Eyal Awwad
Head of the financial section
House of Representatives of Jordan- Jordan
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Abstract:
The study aims at to assessing the services quality provided by the Department of Civil Status and Passport/ the main offices of the directorate Amman from the perspective of the clients, through the five dimensions of quality (accreditation, tangible financial aspects, sympathy and attention, trusty, response). The study has also found many important results such as; there is a state of general satisfaction about the quality of services provided by the civil Status and Passports Department, expressed by the clients through their answers to the questions contained in the questionnaire study. Also the percentages impact of the dimensions of the quality vary from one to another, The impact of accreditation dimension was (30%), while the impact of response was (22%), trustiness was (18%), sympathy and attention was (16%)، and finally percentage of tangible financial aspect was (14%).
Through these results; the study leads to many important recommendations including; firstly, the need to increase the concentration of Civil Status and Passports Department on how to be more qualified, focusing on training and developing the capabilities of the individuals involved to deal face to face with clients, furthermore, the Civil status and passports Department must pay a great attention to waiting theme services in some services sections, moreover, making regular assessment to the performance process، Besides to hearing the observations of the auditors through the complaint boxes and providing an opinion on the nature of the services provided to them.
Key words: Quality, Service Quality, Dimensions of Quality, Civil Registry.