THE ROLE OF ORGANIZATIONAL EXCELLENCE IN IMPROVING THE QUALITY OF SERVICES IN SERVICE ORGANIZATIONS OPERATING IN DHOFAR SULTANATE OF OMAN: STUDY IN OMAN TELECOMMUNICATIONS COMPANY (OMANTEL)

This quantitative study discusses the role of organizational excellence in improving the quality of services, in Oman Telecommunications Company (OmanTel) operating in Dhofar Governorate in Oman. The Ministry of Communications reports revealed that the company does not realize the significance of human competencies, which are considered priorities for the success and excellence of the company. These reports also indicate the lack of financial allocations, lack of training programs, ambiguity in the concept of organizational excellence, on the tendencies and wishes of the beneficiaries. The objectives of the study are: to identify the role of organizational excellence in improving the quality of services in organizations, and the impact of training, empowerment and motivation in improving the quality of services. The study population consists of (478) employees at (OmanTel). The researcher selected a random sample of (245) workers and also a number of (100) customers dealing with the organization. Through the descriptive analytical approach, the findings revealed that: The impact of training and empowerment variables on improving the quality of services was Medium. But the effect of the stimulus was largely in quality improvement. The components of the service quality axis were: The average of the components of the scale as a whole was significantly higher: elements of safety, concrete, and responsiveness were better than the rest of the elements. Keywords:Organizational Excellence, Empowerment, Motivation, Service Quality.