Digital communication and its role in achieving quality of service in Beit Awa municipality

Dr. Samir Suleiman Al-Jamal

Mariam Hatem Al-Sweiti

Al-Quds Open University

Abstract:

The study aimed to identify the role of digital communications in achieving quality of service in Beit Awa municipality from the point of view of its employees. The questionnaire was used to collect data from the study sample consisting of (36) workers in the municipality, they were contacted electronically to fill the questionnaire, and the study reached There is a high role for digital communications in achieving quality of service, It was also found that the level of digital communication was also high, and that the reality of service quality was high, and the areas of quality of service came according to importance: (tangibility, empathy, reliability, responsiveness, safety and trust). The results indicated that there is a statistically significant relationship between digital communication and quality of service at the aggregate level in the areas of (response, tangibility, safety and trust). While it was found that there was no statistically significant relationship between digital communication and quality of service in the areas of (reliability and sympathy). The results indicated that there were no statistically significant differences in the role of digital communications in achieving quality of service in the municipality of Beit Awa due to variables: (gender, job title, and years of service). While it was found that there were statistically significant differences according to the variable of the academic qualification and in favor of the diploma holders. The study came out with several recommendations, including: (The necessity of working on the optimal exploitation of digital communications in updating the mechanisms of dealing with citizens in the municipality, through the establishment of a website because of its role in the speed of delivery and delivery of services, the need to maintain an advanced level of digital communications in the municipality, and work to find a section for maintenance Its immediate and periodic role, in order to maintain the effectiveness of these communications between management and employees, due to its role in maintaining a high level of quality of services provided, work to restructure the municipality and distribute jobs in a way that is compatible with digital communications and modern technology used in the work).

Key words:  digital communication, quality of service, Beit Awwa municipality .

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