Abdul Rahim Bin Zumrah [Supervisor]Shifaa Mohsin Alyafaei2024-05-292024-05-292024-04https://oarep.usim.edu.my/handle/123456789/13251Matric: 4150024 (FKP)The aim of this study was to examine the factors that influence service quality in the Directorates General of Education in the Sultanate of Oman. Specifically, this study investigates the effect of work environment factors (organizational learning culture, top management support, Islamic work ethics) and individual factors (motivation and job satisfaction) on service quality. This study also investigates the role of motivation and job satisfaction as mediators in the relationship between organizational learning culture, top management support, Islamic work ethics and service quality. The data for this study was collected through questionnaires from two sources. The first source was the heads of sections in the Directorates General of Education in the Sultanate of Oman. The questionnaire includes questions related to organizational learning culture, top management support, Islamic work ethics, motivation, and job satisfaction. The second source was the employees under the supervision of the heads of section (in this study regarded as internal customers for the heads of section). The questionnaire consists of questions related to service quality performed by the heads of section. The final sample was 206 heads of sections and 620 employees. The data of this study was analyzed using the Statistical Package for the Social Sciences software. The findings show that organizational learning culture ((β=0.270; t value: 3.298; p<0.01), top management support (β=0.198; t value: 2.440; p<0.05) and Islamic work ethics (β=0.559; t value: 9.435; p<0.001) have a positive and significant effect on job satisfaction. However, only the Islamic work ethics (β=0.559; t value: 9.435; p<0.001) shows a positive and significant effect on motivation. The results also showed a positive and significant effect (β=0.132; t value: 1.986; p<0.05) of motivation on service quality. However, job satisfaction has no significant effect (β=-0.006; t value: 0.090; p>0.05) on service quality. In addition, the results indicated that there is no mediating effect of motivation and job satisfaction in the relationship between organizational learning culture, top management support, Islamic work ethics and service quality. This study provides significant input to the Ministry of Education, Oman, about the importance of organizational learning culture, top management support, Islamic work ethic and motivation in improving the service quality provided by the Ministry of Education, Oman.en-USJob satisfaction; Directorates General of Education; Sultanate of Oman; Islamic work ethics; Ministry of Education, OmanOmanEducation—OmanJob satisfaction—Psychological aspectsWork ethicOrganizational learningOrganizational learning—Psychological aspectsThesis