The Impact of Organizational Development in Improving the Quality of Services A Field Study on the Public Works Sector in the Republic of Yemen

Abstract

The study aimed to identify the impact of organizational development on improving the quality of services in the public works sector. To achieve the study objectives, the researchers relied on the descriptive approach with a survey and correlation type. Information was collected through a questionnaire distributed to a sample of (203) participants. The study concluded that the reality of organizational development in the public works sector was at an average level with an arithmetic mean of (3.09). While the level of application of service quality came in at a high degree with an arithmetic mean of (3.43), this is due to the presence of interest in service provision standards, which was reflected in the opinions of the study sample. The study results also confirmed the presence of a statistically significant effect of organizational development in all its dimensions on the quality of services in the public works sector. The most prominent recommendations were the need to consolidate the concepts and objectives of organizational development among employees in the public works sector at all administrative levels, and to continuously develop the organizational structure on a regular basis, in line with modern changes and developments, to become more flexible and support the process of communication and contact between all departments. The Public Works Sector should adopt the application of service quality dimensions, as a safety valve for the continuity of service provision in the sector and the satisfaction of beneficiaries with the services provided. It should also increase attention to the tangible material aspects of the sector, to ensure the quality of services provided to beneficiaries.