Organizational Flexibility and Its Impact on the Service Quality: A Survey Study on Communication and Information Technology Regulatory Authority in Kuwait

Huda Saad Al Rashidi, Aktham A, AL Sarayreh


The current study aimes at recognizing the organizational flexibility and its diminsions mainly (strategic strength exercises, practical flexibility, and structural flexibility). Furthermore, it investigates its impact on the service quality in the General Authority for Communications and Information Technology in the State of Kuwait. In order to achieve the objectives of the study, "Descriptive analysis" approach is used by conducting a study in the General Authority for Communications and Information Technology in the State of Kuwait and the results of the current study. The study finds a significant positive impact of organizational fleixibility on the service quality in the General Authority for Communications and Information Technology in the State of Kuwait. The study basically recommends the following procedures: First of all, the General Authority needs for Communication and Technology Information in the State of Kuwait to improve strategic flexibility through the adoption of methods that contribute to improving capabilities and create a competitive advantage, and away from traditional methods. Secondly, the need for the General Authority to improve the operational flexibility by worling hard to make effective changes in the early stages of the activity , which enhances their ability to adapt with the increase in the volume of operations, commensurate with the demand for those services, and the need to be flexible. Finally, this study recommends that the General Authority has to improve the structural flexibility through following an organizational structure capable of dealing with the growing pressure in the operations of the Authority to continue to develop services.

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