Causes of work stress and its impact on service quality: Analytical research for the opinions of a sample of employees working in the National Card Department in Kadhimiya

Abstract

The aim of this research is to identify the relationship and influence between work
pressures represented by its dimensions (role ambiguity, role conflict, workloads,
work conditions) and the quality of service dimensions (response, reliability,
tangibility, empathy) in the national card department in the city of Kadhimiya .In
order to achieve the objectives of the research, the researcher designed a questionnaire
consisting of (32) paragraphs to collect the preliminary data from the research sample
consisting of (70) of the individuals working in the researched department (92), as
was used a number of statistical methods of data processing and using the statistical
program (spss), including: mean, standard deviation, simple linear correlation
coefficient (Pearson) to test the strength of the relationship between the variables of
research ... etc. The researcher recommended several recommendations, namely:
Working to reduce the pressure of work by clarifying the roles of the working
individuals. Determine the tasks and duties of their own accurately and create the
necessary supplies that enhance the department's ability to provide high quality
services.