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Volume :37 Issue : 141 2011      Add To Cart                                                                    Download

Quality of Services Provided by Kuwaiti Ministries from Beneficiaries Perspecitve

Auther : Dr. Hamed S. AL-Fraih - Prof. Mohammad Q. Al-Qarioti

     This study examines quality of services provided by ministries in Kuwait, from the perspectives of beneficiaries. A questionnaire which consists of  two main parts was designed for this purpose. The first part consists of questions relate to demographic factors regarding beneficiaries, the second part consists of five main quality aspects of the services, which are: available tangible facilities, procedures and regulations, employees responsiveness, treatment of beneficiaries, and skill and precision in providing services. The study aims at improving quality of public services through diagnosing positive points to enhance them, as well as negative aspects in order to take necessary actions to correct them, and recommend ways which can improve quality of services provided.  The study results show that quality dimension are highly correlated, beneficiaries evaluate highly quality of services provided by ministries. Significant differences in the evaluation of beneficiaries regarding quality of services attributed to age, educational level, gender, nationality, type of ministry, and location of providing services. Problems faced by government employees were identified and some measures were recommended in order to enhance quality of services.

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May 18, 2017

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