The Effect of Human Resource Management Practices on Service Quality: A Field Study

This research seeks to explore how Human Resource Management (HRM) practices influence the service quality delivered by the Engineering Department to various departments within the General Secretariat of the Council of Ministers. The research sample consisted of employees from the General Secretariat’s departments who bear responsibility and decision-making roles, totaling )93( employees with positions including (Section Managers, Office Managers, and Division Heads) . Following the distribution of questionnaires, )93( valid responses were retrieved for analysis. The independent variable, HRM practices, was measured through four sub-dimensions: )Recruitment, Training, Motivation, and Evalution(, while the dependent variable, Service Quality, was assessed across five dimensions: (Tangibility, Reliability, Response, Empathy, and Safety). In order to fulfill the aims of the study, a descriptive and analytical approach was utilized by the researcher using (SPSS v.26), The findings indicate a significant effect of HRM practices on the quality of services provided. Among the primary suggestions proposed arising from the study is the emphasis on continuous training and development to keep pace with the quality requirements of services delivered by the Engineering Department to the General Secretariat’s departments of the Council of Ministers.