SERVICE QUALITY AND ORGANIZATIONAL EXCELLENCE AND THEIR RELATIONSHIPS WITH THE WADI RUM PROTECTED AREA EMPLOYEES' JOB SATISFACTION

Abstract

This study aims to examine the impact of service quality and organizational excellence on employees’ job satisfaction at Wadi Rum Protected Areas located in Jordan. A total of 270 questionnaires containing 40 items are used to collect information from the respondents. Multiple regression analyses are conducted to test the research hypotheses. The results clearly demonstrate a significant positive relationship between service quality and organizational excellence and the job satisfaction of employees. The findings of the study assured that the common philosophy that forms an essential part of the values and culture of a Wadi Rum Protected Area is the dissemination of an organizational excellence culture on service quality to achieve employee satisfaction. Attaining organizational excellence in Wadi Rum Protected Areas in Jordan is crucial not only for the efficient administration of natural resources and tourist experiences but also for improving workers' job satisfaction and well-being. By allocating resources to enhance leadership skills, fostering employee involvement, offering educational and growth prospects, acknowledging and incentivizing accomplishments, and facilitating a harmonious work-life equilibrium, Wadi Rum Protected Areas can establish an environment of exceptional quality that empowers staff members to flourish and make valuable contributions to the organization's prosperity, all the while safeguarding the region's natural splendor and cultural legacy for posterity. This is one of the few studies that covers the impact of service quality and organizational excellence on the job satisfaction of Wadi Rum Protected Area employees and is the first to test the framework in a developing country, Jordan.

Keywords

• service quality
• organizational excellence
• job satisfaction
• jordan