THE RELATIONSHIP BETWEEN MANAGEMENT INFORMATION SYSTEM, JOB SATISFACTION AND SERVICE QUALITY IN LIBYAN COMPANIES. HUMAN RESOURCES MANAGEMENT AS MEDIATED

Abstract

THE RELATIONSHIP BETWEEN MANAGEMENT INFORMATION SYSTEM, JOB SATISFACTION AND SERVICE QUALITY IN LIBYAN COMPANIES. HUMAN RESOURCES MANAGEMENT AS MEDIATED

The use management information system has changed the world of business in service companies and has developed their functions significantly. The aim of this study is to investigate the effect of management information system, Human Resources Management, and job satisfaction on service quality of the Libyan Telecommunication Company and Oil Company of Libya. In addition, investigating the mediating effect of human resources management between management information system  and service quality. The problem statement of this research is  that service companies in Libya are not serving customers with high quality. The study used quantitative methodology, where data colleced from repondents in the above two companies. The data instrument is questionnaire which is used to test the hypothesis of the study. A total number of 61 completed questionnaires are collected and analyzed using SPSS software. The result of the study shows that management information system, human resources management, job satisfaction are significantly affecting the service quality in the two companies. Moreover, the results shows that human resources management has a mediating effect on the relationship between management information system  and service quality. The study recommended to implement updated management information system  and develop the function of human resources management without neglecting the satisfaction of employees. However, it is important to pay more attention to these variables to add competitve advantage to the compny which impact on the quality of service.