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The Impact of Strategic Planning in Palestinian Municipalities on the Quality of Service Provided to Its Citizens

Author

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  • Asma´ Omar Dris Kharroub
  • Majeed Mustafa cOthmanMansour

Abstract

The purpose of this study is to investigate the impact of strategic planning in Palestinian Municipalities on the Quality of service provided to citizens. Secondary data were obtained by reviewing journals, books, bulletins, textbooks, scientific articles, newspapers, periodicals etc. Primary data was collected by a specific questionnaire. The questionnaire consisted of (45) items divided into three main sections: personal information, the strategic planning, and the dimensions of the quality. A random sample of One hundred and twenty (120) questionnaires were distributed to the employees of Jenin Municipality, one hundred and fourteen (114) questionnaires were retrieved and 6 cases were (missing cases). The researcher adopted SERVQUAL model in this study and made some adaptation on it to match the main objectives of the study. In order to answer the study question the researcher followed the analytical descriptive approach and tested three main hypotheses which were clarified in the study. The Main findings showed that strategic planning has a positive correlation and impact on the quality of the service provided to citizens, as well as the sub-hypothesis, (tangibility, reliability, responsiveness, empathy, and assurance) examined by the view of respondents and this applies to all the four factors (vision, mission, objectives, and the strategic choices), the level of satisfaction of the quality of the service provided by Jenin municipality which was measured by the employees was moderate. The researcher recommended the Palestinian Municipalities to promote quality culture and encourage employees to participate in continuous improvement processes and opportunities for creativity and innovation.

Suggested Citation

  • Asma´ Omar Dris Kharroub & Majeed Mustafa cOthmanMansour, 2019. "The Impact of Strategic Planning in Palestinian Municipalities on the Quality of Service Provided to Its Citizens," International Business Research, Canadian Center of Science and Education, vol. 12(5), pages 69-85, May.
    • Handle: RePEc:ibn:ibrjnl:v:12:y:2019:i:5:p:69-85
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    References listed on IDEAS

    as
    1. Prabha Ramseook-Munhurrun & Soolakshna D. Lukea-Bhiwajee & Perunjodi Naidoo, 2010. "Service Quality In The Public Service," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 3(1), pages 37-50.
    2. Suzana Markovic & Sanja Raspor, 2010. "Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry," Management, University of Primorska, Faculty of Management Koper, vol. 5(3), pages 195-209.
    3. Reis, Dayr Américo dos & Peña, Leticia, 2000. "Linking customer satisfaction, quality, and strategic planning," RAE - Revista de Administração de Empresas, FGV-EAESP Escola de Administração de Empresas de São Paulo (Brazil), vol. 40(1), January.
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    More about this item

    Keywords

    strategy; strategic management; strategic planning; quality; service quality; SERVQUAL; jenin municipality;
    All these keywords.

    JEL classification:

    • C33 - Mathematical and Quantitative Methods - - Multiple or Simultaneous Equation Models; Multiple Variables - - - Models with Panel Data; Spatio-temporal Models
    • F31 - International Economics - - International Finance - - - Foreign Exchange
    • F41 - International Economics - - Macroeconomic Aspects of International Trade and Finance - - - Open Economy Macroeconomics

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