The Extent to which Ministries and Public Institutions Winning the King Abdullah II Award for Excellence in Government Performance and Transparency Achieved Excellence Culture: Perspective of Employees and Clients

Shafig I. Haddad, Mahfuz A. Judeh

Abstract


The study aimed to investigate the extent to which ministries and public institutions winning the King Abdullah II Award for Excellence in Government Performance and Transparency achieved Excellence Culture, from perspective of employees and clients. The study also aimed at analyzing the role of the Award criteria, as a mediator, in the impact of excellence culture on customer satisfaction. For the purpose of this study, 952 questionnaires were distributed, out of which (712) were returned and found suitable for statistical analysis. The study concluded that the excellence culture mean was (4.08), while the customer satisfaction mean was (3.45). In addition to that, the study showed that there was a significant effect of excellence culture on the Award criteria. Additionally, the study found that there was a significant role of the Award criteria, as a mediator, in the impact of excellence culture on customer satisfaction. The study recommended the necessity of building a strong organizational culture, supportive of innovation, teamwork, and total quality.

Keywords


King Abdullah II Award for Excellence in Government Performance, Culture of Excellence, Satisfaction, Transparency

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