Journal of Palestine Ahliya University for Research and Studies
This study investigates the impact of HRM practices and leadership styles on administrative-offic... more This study investigates the impact of HRM practices and leadership styles on administrative-office staff performance in traditional universities and university colleges in Palestine. A pilot study was conducted before data collection to check content validity and reliability, which was successfully achieved. The primary data were collected through questionnaires distributed to a purposive sample of administrative-office employees from nine Palestinian universities and university colleges across the West Bank area. A total of 256 questionnaires out of 270 were eligible for data analysis. The response rate was 0.94. The data analysis was carried out using SPSS version 24 utilizing the data analysis program: PLS-SEM version 3. The findings of this research study have reported that HRM practices (training and development, compensation and rewards, employee relations, and performance appraisal) are positively related to administrative-office staff performance. In contrast, leadership sty...
PurposeConsidering the importance of employee performance in the changes in state higher educatio... more PurposeConsidering the importance of employee performance in the changes in state higher education institutions, this study aims to conceptualize the mediating role of employee engagement and empowerment in predicting employee performance.Design/methodology/approachThe study uses a quantitative survey method to collect data from staff members employed in higher education institutions and applies a partial least squares structural equation modeling to analyze the data. In addition, the study performs a systematic bibliometric analysis of contemporary literature on the factors influencing employee performance.FindingsThe study's results confirm employee engagement and empowerment's critical role in improving employee performance. Unexpectedly, the study also has found no supporting evidence of the relationship between work environment and employee performance. Further, the proposed model explains 51.6% of the variance in employee productivity.Originality/valueAmong the theoret...
International Journal of Management, IT, and Engineering, 2014
In 21 century Total quality management TQM became a critical factor in the world of business. It ... more In 21 century Total quality management TQM became a critical factor in the world of business. It has great effect on the surviving abilities of the firm and its competitive situation, besides the more success in TQM implantation the more effectiveness and efficiency in overall firm performance. This paper introduces the concept of TQM implantation through linking HRM planning with the right implementation of TQM. Since, there is a debate in literature about the significant of the relationship between HRM planning and TQM implementation. Based on that, this paper clarifies the role of HRM planning and its dimensions in TQM implementation. Also, it empowers this relationship through the competitive strategies as a moderator to give it more clarification. In addition, it provides a proposed framework for its variables. Further, this paper focuses on Palestinian private sectors and how to help this sector in solving the problems that facing it through applying the right methodology of H...
Palestinian insurance customers are not satisfied. 55% of them changed their companies in 3 years... more Palestinian insurance customers are not satisfied. 55% of them changed their companies in 3 years or less. 44% of customers are willing to switch and 30% of customers think that the perceived insurance services are below their expectations. Further, prior literature paid less attention to internal organizational factors contributing to customer satisfaction. This study is aiming to examine the impact of performance appraisal and internal communication on CS. and then test the mediating role of in-role performance between these variables. The findings revealed performance appraisal and internal communication have a direct effect on CS. furthermore, in-role performance plays a partial mediating role performance appraisal and internal communication respectively and CS. based on current study findings, insurance companies in Palestine have to give more attention to develop performance appraisal and internal communication to solve the current problems of CS.
The primary purpose of this study is to investigate the effect of human resource management pract... more The primary purpose of this study is to investigate the effect of human resource management practices and leadership styles on customer satisfaction in the Palestinian insurance sector through the mediating role of employee performance. Empirical evidence to support the importance of customer satisfaction and what constitutes high levels of customer satisfaction is still lacking in the Palestinian context. This research framework, based on the resource-based view theory of the firm, aimed at finding out whether factors such as human resource management (HRM) practices, leadership styles, and employee performance have significant influences on customer satisfaction. Nine hypotheses, based on past research and underlying theory, were developed to test the relationships. The study sample was taken from employees of the insurance sector in Palestine, who have direct dealing with customers. The sample consisted of 358 participants selected through a systematic random process. Of the ques...
International Journal of Management, IT, and Engineering, 2014
Insurance plays particular part in economy development around the world, but in Palestine, this v... more Insurance plays particular part in economy development around the world, but in Palestine, this vital sector is not functioning well, and one of the reasons behind its performance is the satisfaction of insurance customers. Customer satisfaction is affected by many variables. And this paper focuses on Recruitment, Training and Performance Appraisal. Since, there is a debate in literature about the significant relationship between human resource practices on customer satisfaction. Based on that, this paper clarifies the role recruitment and selection, training and performance appraisal in customer satisfaction. And it proposes a framework for this relation, further, this paper focuses on Palestinian insurance sectors and satisfaction of its customer, this issue wasn't studied before in this country according to the literature review, finally this suggests new training model which is passport to success, it was adapted by Palestinian experts to be fit with the Palestinian environm...
Journal of Palestine Ahliya University for Research and Studies
This study investigates the impact of HRM practices and leadership styles on administrative-offic... more This study investigates the impact of HRM practices and leadership styles on administrative-office staff performance in traditional universities and university colleges in Palestine. A pilot study was conducted before data collection to check content validity and reliability, which was successfully achieved. The primary data were collected through questionnaires distributed to a purposive sample of administrative-office employees from nine Palestinian universities and university colleges across the West Bank area. A total of 256 questionnaires out of 270 were eligible for data analysis. The response rate was 0.94. The data analysis was carried out using SPSS version 24 utilizing the data analysis program: PLS-SEM version 3. The findings of this research study have reported that HRM practices (training and development, compensation and rewards, employee relations, and performance appraisal) are positively related to administrative-office staff performance. In contrast, leadership sty...
PurposeConsidering the importance of employee performance in the changes in state higher educatio... more PurposeConsidering the importance of employee performance in the changes in state higher education institutions, this study aims to conceptualize the mediating role of employee engagement and empowerment in predicting employee performance.Design/methodology/approachThe study uses a quantitative survey method to collect data from staff members employed in higher education institutions and applies a partial least squares structural equation modeling to analyze the data. In addition, the study performs a systematic bibliometric analysis of contemporary literature on the factors influencing employee performance.FindingsThe study's results confirm employee engagement and empowerment's critical role in improving employee performance. Unexpectedly, the study also has found no supporting evidence of the relationship between work environment and employee performance. Further, the proposed model explains 51.6% of the variance in employee productivity.Originality/valueAmong the theoret...
International Journal of Management, IT, and Engineering, 2014
In 21 century Total quality management TQM became a critical factor in the world of business. It ... more In 21 century Total quality management TQM became a critical factor in the world of business. It has great effect on the surviving abilities of the firm and its competitive situation, besides the more success in TQM implantation the more effectiveness and efficiency in overall firm performance. This paper introduces the concept of TQM implantation through linking HRM planning with the right implementation of TQM. Since, there is a debate in literature about the significant of the relationship between HRM planning and TQM implementation. Based on that, this paper clarifies the role of HRM planning and its dimensions in TQM implementation. Also, it empowers this relationship through the competitive strategies as a moderator to give it more clarification. In addition, it provides a proposed framework for its variables. Further, this paper focuses on Palestinian private sectors and how to help this sector in solving the problems that facing it through applying the right methodology of H...
Palestinian insurance customers are not satisfied. 55% of them changed their companies in 3 years... more Palestinian insurance customers are not satisfied. 55% of them changed their companies in 3 years or less. 44% of customers are willing to switch and 30% of customers think that the perceived insurance services are below their expectations. Further, prior literature paid less attention to internal organizational factors contributing to customer satisfaction. This study is aiming to examine the impact of performance appraisal and internal communication on CS. and then test the mediating role of in-role performance between these variables. The findings revealed performance appraisal and internal communication have a direct effect on CS. furthermore, in-role performance plays a partial mediating role performance appraisal and internal communication respectively and CS. based on current study findings, insurance companies in Palestine have to give more attention to develop performance appraisal and internal communication to solve the current problems of CS.
The primary purpose of this study is to investigate the effect of human resource management pract... more The primary purpose of this study is to investigate the effect of human resource management practices and leadership styles on customer satisfaction in the Palestinian insurance sector through the mediating role of employee performance. Empirical evidence to support the importance of customer satisfaction and what constitutes high levels of customer satisfaction is still lacking in the Palestinian context. This research framework, based on the resource-based view theory of the firm, aimed at finding out whether factors such as human resource management (HRM) practices, leadership styles, and employee performance have significant influences on customer satisfaction. Nine hypotheses, based on past research and underlying theory, were developed to test the relationships. The study sample was taken from employees of the insurance sector in Palestine, who have direct dealing with customers. The sample consisted of 358 participants selected through a systematic random process. Of the ques...
International Journal of Management, IT, and Engineering, 2014
Insurance plays particular part in economy development around the world, but in Palestine, this v... more Insurance plays particular part in economy development around the world, but in Palestine, this vital sector is not functioning well, and one of the reasons behind its performance is the satisfaction of insurance customers. Customer satisfaction is affected by many variables. And this paper focuses on Recruitment, Training and Performance Appraisal. Since, there is a debate in literature about the significant relationship between human resource practices on customer satisfaction. Based on that, this paper clarifies the role recruitment and selection, training and performance appraisal in customer satisfaction. And it proposes a framework for this relation, further, this paper focuses on Palestinian insurance sectors and satisfaction of its customer, this issue wasn't studied before in this country according to the literature review, finally this suggests new training model which is passport to success, it was adapted by Palestinian experts to be fit with the Palestinian environm...
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Papers by Dr. Mahmoud A L I Salahat