دور تـــمكين الـعـامـلـيـن في تحـسـيـن جـودة الخــدمـــات -النهائية

Abstract

This research aims to measure the role of empowering of workers in improving the quality of services in the Tax Directorate of Medea, where the empowerment of workers was measured as an independent variable using five dimensions: delegation of authority, training, work teams, communication, motivation, and the dependent variable, which is the quality of services. The research sample is represented by the employees and clients of the Directorate, where the descriptive analytical approach was used for its relevance to the objectives of the research. A questionnaire was distributed in Arabic to the studied sample, and the statistical program (SPSS) version 23 was used to analyze the questionnaire. Findings show that all dimensions of the empowerment of workers are applied in the Tax Directorate of Medea, but indifferent degrees, and there is an impact of empowering workers on improving the quality of services in the Tax Directorate of Medea.Moreover, there is no gap between employees and customers regarding the quality of services in the Tax Directorate Accordingly, the Taliban recommends the necessity of paying attention to the approach to empowering workers as one of the modern approaches to management that contribute to raising the performance of workers and achieving job satisfaction, including achieving quality in services provided to clients