Please use this identifier to cite or link to this item: http://repository.aaup.edu/jspui/handle/123456789/2715
Title: Quality Assessment of Non-Governmental Organizations Operating in Palestine Using SERVQUAL Model رسالة ماجستير
Authors: Jayousi, Shireen Nedal$AAUP$Palestinian
Keywords: Service Quality, SERVQUAL model, Palestinian NGOs.
Issue Date: 2020
Publisher: AAUP
Abstract: The Non-governmental organizations (NGOs) sector is one of the most influencing sectors in the Palestinian economy. It is apparent that the NGOs sector is wide, diversified and offers services to all different sectors without a clear identification of the level of service quality offered by Palestinian NGOs. Therefore, the main purpose of this research is to assess the service quality level of offered services at the Palestinian NGOs. The researcher collected the data by following a mixed method approach that combines both qualitative and quantitative methods. The questionnaire is developed by using the SERVQUAL model. The researcher distributed self-administrated questionnaires and electronic ones via google docs. The data were gathered from 246 completed questionnaires, and were analyzed using the Minitab and SPSS software. The researcher also used nonparametric tests such as: Mann Whitney, Kruskal-Wallis Test and Wilcoxon signed rank that helped in having accurate results. The researcher supported the quantitative analysis with a qualitative one through conducting ten semi-structured interviews with key and highly influential representatives from the NGOs and Governmental Officials. The researcher, subsequently, analyzed the gathered qualitative information by following the thematic approach. The results showed that both assurance and empathy dimensions were the weakest dimensions amongst all; as those dimensions have the broadest gap between customers’ expectations and perceptions. Those two dimensions were followed by responsiveness and reliability. It was also found that the narrowest gap was detected in tangibles dimension. On the top of that, the researcher tested the effect of the V demographic’s variables on the SERVQUAL dimensions. The results show that beneficiaries gender affects the empathy and reliability dimensions. Similarly, the beneficiaries’ educational level did not show any effect on all SERVQUAL dimensions except for the tangible dimension. Furthermore, the range of beneficiaries’ salary has only an effect on the responsiveness dimension. Finally, the results of the NGOs service type show that there is a significant difference in the service quality. This is mainly due to what Fisher's test pinpointed with respect to the types that had the effect; namely youth, education, women rights and agricultural programs. While the rest of demographics, show that there are no significant differences between them and the SERVQUAL dimensions. The findings suggest that the NGOs need to improve all the dimensions of SERVQUAL. As this study the first of its type, it remarkably highlights the gaps of the offered service quality by the Palestinian NGOs. This study, thus, provides results that could guide the NGOs management of how to deal with beneficiaries to take corrective actions.
Description: master’s degree in Quality Management
URI: http://repository.aaup.edu/jspui/handle/123456789/2715
Appears in Collections:Master Theses and Ph.D. Dissertations

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