TITLE:               

ROLE OF THE ADMINISTRATIVE PROCESSES RE-ENGINEERING IN IMPROVING THE SERVICE QUALITY PROVIDED BY PUBLIC TELECOMMUNICATION CORPORATION IN YEMEN

AUTHORS:     

ABDULLAH QASSEM AHMED AL-WOSABI, PROF. ABDELLAH HOUSSAINI

DOI:  10.5110/77. 1122               Page:   74-100          Vol: 19    Issue: 03   Year: 2024

ABSTRACT

This study investigates the impact of reengineering administrative processes on improving the quality of services provided by the Yemeni Public Telecommunication Corporation. Focusing on organizational dimensions, senior management commitment, technological aspects, and workers’ empowerment, the research addresses the challenge of bridging the gap between client expectations and perceived service quality, utilizing an analytical descriptive approach, data were collected through a questionnaire tool, results indicate a negative gap between client expectations and perceived service quality, emphasizing the need to prioritize and enhance service dimensions according to customer perspectives, The findings highlight the imperative for the Yemeni Public Telecommunication Corporation to prioritize administrative process reengineering initiatives aimed at addressing the identified gaps in service quality. Recommendations include fostering a customer-centric organizational culture, strengthening senior management commitment to quality improvement initiatives, leveraging technological advancements for service enhancement, and empowering workers to actively contribute to service quality enhancement efforts.

 Keywords:

Administrative processes re-engineering, quality, Servqual, service, customer satisfaction

Received: 19 February 2024

Accepted: 28 February 2024

Published: 07 March 2024