المجلة الدولية لنشر البحوث والدراسات

International Journal of Research and Studies Publishing

المجلة الدولية لنشر البحوث والدراسات

The Impact of Business Process Reengineering on the Quality of Institutional Performance (An Applied Study on Industrial Companies in the Eastern Province – Dammam)

By: Dr. Saad Abdullah Al-Hamid (1), Dr. Mohamed Salaheldien Aly (2), Dr. Muhammad Hafeez Bin Zkaria (3)

Doctorate in Business Administration, Faculty of Business and Accounting, Lincoln University, Malaysia (1,2,3)


Abstract:

The study aimed to explore the impact of business process re-engineering on the quality of institutional performance in its two dimensions (operational efficiency, customer satisfaction) in industrial companies in the Eastern Province in Dammam. The study relied on the descriptive analytical approach by applying a questionnaire to (120) employees of industrial companies in the Eastern Province in Dammam. The study concluded that industrial companies in the Eastern Province in Dammam enjoy a high level of application of business process re-engineering; as these companies provide modern technological tools to facilitate the exchange of information, simplify administrative procedures, and enhance the culture of teamwork. These companies also enjoy a high level of institutional performance quality, as the operational efficiency dimension achieved a very high level. It was found that companies work to define responsibilities for employees, improve the productivity of administrative employees through their reliance on technology, and reduce the time required to complete administrative tasks. It also enhances customer satisfaction to a very high degree by improving administrative procedures and meeting customer needs. The results of this study confirmed a statistically significant impact of administrative process reengineering on the quality of institutional performance (p > 0.05, B = 0.166), a statistically significant impact of business process reengineering on the operational efficiency dimension (p > 0.05, B = 0.176), and a statistically significant impact of business process reengineering on the customer satisfaction dimension (p > 0.05, B = 0.156) in industrial companies in the Eastern Province, Dammam. The study recommended the need to provide financial support from senior management to enhance the implementation of process reengineering, which supports the success of changes.


Keywords:

Business Process Re-engineering, Institutional Performance, Operational Efficiency, Customer Satisfaction, Industrial Companies, Dammam.

Doctorate in Business Administration, Faculty of Business and Accounting, Lincoln University, Malaysia (1,2,3)

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