واقع جودة الخدمات الاجتماعية في المؤسسات التابعة لوزارة الشؤون الاجتماعية الفلسطينية من وجهه نظر المستفيدين

The Study aimed at identifying the reality of the quality of social services in the Palestinian Ministry of Social Affairs Institutions from the perspective of beneficiaries, and identifying also the most effective focal points of the study on the reality of the quality of social services in the Palestinian Ministry of Social Affairs Institutions
It also aimed at identifying the role of the variables of the beneficiaries, gender, age, place of residence, type of service, nature of service which they received from the institution on the quality of social services in the Palestinian Ministry of Social Affairs Institutions.
In order to achieve the study objectives, the researcher used a descriptive field approach, as she selected stratified random sample from the field study, consisted of (195) beneficiaries. A questionnaire was consisted of (47) items covering the five focal points has been distributed. Validity and reliability for the questionnaire have been verified.
In order to obtain the study results, means, standard deviation, percentage, t-test were used with the independent sample, Multi-way analysis of Variance, Wilks' Lambda Distribution, the One Way-Analysis of Variance and Scheffe’ test for post comparisons The results of the study indicated that the level of the quality of social services in the Palestinian Ministry of Social Affairs Institutions was great, also it showed that there were no-statistically significant differences between the reliability dimension and the courtesy and security dimensions from the other hand, and the responsiveness and tangibility dimensions and courtesy and security dimensions, and security and the total degree. And the result also showed that there were statistically significant differences between the dimensions of the quality of social services in the Palestinian Ministry of Social Affairs Institutions from the perspective of the beneficiaries.
Also the results of the study indicated that were no-statistically significant differences between the level of the quality of social services in the Palestinian Ministry of Social Affairs Institutions due to the variables of age, place of resident, type of service which the beneficiaries received. Moreover it showed that there were statistically significant differences between the dimensions of the quality of social services in the Palestinian Ministry of Social Affairs Institutions due to the variables of gender, nature of service which the beneficiaries received.
In the light of these findings, the researcher developed a set of recommendations, including involving beneficiaries in the services of the planning process of the various programs that target them, working to increase the number of the institutions of Palestinian Ministry of Social Affairs to include all sectors of society, and conducting more researches and studies on Social work institutions to cover all aspects related to this field in Palestine