The Impact of Applying the Elements of Administrative Creativity in Improving the Quality of Services in the Ministry of Education Center: A Case Study

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Massada, Majed Abdul-Mahdi
Al-Badr, Enas Bashir Fayez
Kanan, Mohammad A.
Alsabatin, Hala Y.
AlZeer, Imad

Massada, M.A., Al-Badr, E.B.F., Kanan, M.A., Alsabatin, H.Y., & AlZeer, I. (2024). The Impact of Applying the Elements of Administrative Creativity in Improving the Quality of Services in the Ministry of Education Center: A Case Study. In A. M. A. Musleh Al-Sartawi, A. Ali Al-Qudah, F. Shihadeh (Eds.), Artificial Intelligence-Augmented Digital Twins: Transforming Industrial Operations for Innovation and Sustainability (pp. 273 - 286). Springer Science and Business Media Deutschland GmbH.


The primary objective of this research is to explore the impact of incorporating administrative creativity elements on service quality enhancement, focusing on employees at the Central Jordanian Ministry of Education. The investigation is structured around two distinct variables: the independent and dependent variables. The independent variable represents administrative creativity, gauged through four key aspects: fluency, flexibility, risk-taking, and analytical ability. Conversely, the dependent variable's service quality is evaluated through five parameters: reliability, responsiveness, tangibility, safety, and empathy. Data for the study was collected through a comprehensive 48-item questionnaire designed meticulously to measure the variables. The study sample comprised 255 male and female employees working within the public administration sector. A descriptive analytical approach was adopted for the research, utilizing a variety of statistical tests performed via the SPSS software. The findings revealed a series of insightful results. Most notably, combined administrative creativity dimensions-fluency, flexibility, risk-taking, and analytical ability-had a significant statistical effect on the service quality within the Jordanian Ministry of Education. However, not all dimensions of administrative creativity had an equal effect. The results indicated that flexibility did not significantly influence service quality. In contrast, the analytical ability dimension held the greatest explanatory power over service quality. The study, therefore, recommends enhancing the Ministry's administrative flexibility. This could be achieved through open dialogues with employees, actively listening to their perspectives, and implementing feasible and ministry-aligned ideas-even if they challenge the existing administrative views. It also suggests the administration should remain highly flexible with its procedures and plans, continuously evaluating them, and not hesitate to change these processes when superior alternatives become apparent.

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