The impact of the DMAIC model in enhancing service quality : An analytical study of the opinions of a sample of employees at Zain Iraq Telecommunications Company

Ali Mezher, Aseel; Badi Ali, Fakhri I

doi:10.33916/qjae.2026.01196209

	The impact of the DMAIC model in enhancing service quality : An analytical study of the opinions of a sample of employees at Zain Iraq Telecommunications Company
AL-Qadisiyah Journal For Administrative and Economic sciences
Volume 28, Issue 1, April 2026, Pages 196-209 PDF (1010.39 K)
Document Type: Research Paper
DOI: 10.33916/qjae.2026.01196209
Authors
Aseel Ali Mezher; Fakhri I badi Ali
University of Al-Qadisiyah
Abstract
The current study aims to test the impact of the (DMAIC) model in enhancing the quality of service in Zain Iraq Telecommunications Company, and to identify the reality of the company's situation as a study community, in order to help it solve the problems it faces and develop appropriate solutions to overcome these problems and deal with the changing environment effectively and efficiently. The study adopted the comprehensive enumeration method, meaning that the study community is the same as the study sample, and on this basis, an electronic form was adopted to be distributed to the target sample through agreement with the company's public relations department, and accordingly, the study sample included (282) valid answers for analysis from a community of (290), which means that the actual sample response rate reached (97%), and the descriptive analytical approach was relied upon in this study. In order to analyze and interpret the collected data, some statistical methods were used, such as the arithmetic mean, standard deviation, coefficient of variation, relative importance, as well as the structural modeling equation (SEM) and the simple correlation coefficient (Pearson), and impact analysis using statistical analysis programs (SPSS & AMOS.V.29). Several results were reached, the most important of which was the existence of a correlation and influence relationship between the (DMAIC) model on the one hand, and enhancing service quality. This indicates that it is a system that derives its interactions from the reciprocity of the relationship between them on the one hand, and the integration in the structure on the other hand.
Keywords
DMAIC; service quality; Zain Iraq

Statistics Article View: 34 PDF Download: 34