Dina Metwally | Helwan University (original) (raw)

Papers by Dina Metwally

Organizations with effective customer complaints handling enjoy high level of customers` loyalty.... more Organizations with effective customer complaints handling enjoy high level of customers` loyalty. Customers decide to continue with an organization according to its ability to offer what customers need and want. This study aims to understand how customer complaints are managed in the airline industry. A case study of Egyptair is used to achieve the research aim. Data are collected from customers and staff responsible for handling customer complaints. The study reports a number of problems with the process of managing complaints in Egyptair. This causes dissatisfaction of customers and makes it difficult to maintain loyalty. The study introduces a process model for a better handling of complaints in Egyptair. Further, the study suggests a number of implementations at different levels of Egyptair to satisfy customers and enhance customer loyalty.

Patient satisfaction has been frequently used as an indication of the overall quality of health c... more Patient satisfaction has been frequently used as an indication of the overall quality of health care providers. Understanding patients`needs and expectations is crucial to PHC providers to improve patients`health. This study aims to explore patients' satisfaction with primary health care services in urban and rural areas in Egypt. The study shows a gap in patient`s satisfaction across Alexandria and Sohag governorates. This implies a difference in reform implementation across urban and rural governorates. More attention should be given to different dimensions of health care provision at PHC level in rural governorates including clinical and nonclinical training of nurses, improvement in amenities and other facilities, improvement of registration system, and promoting the new system.

Academic cheating is one type of unethical academic behaviors or academic dishonesty. The level o... more Academic cheating is one type of unethical academic behaviors or academic dishonesty. The level of cheating among undergraduate students has tremendously increased. Academic cheating is crucial as it affects the credibility and predictive accuracy in university admission criteria. Despite the concern with academic dishonesty (cheating), most research has been conducted in Western context. Western research has been useful in providing in-depth understanding of causes of academic cheating however; it is uncertain whether the same research findings are applicable to Arab/Middle Eastern countries. This study focuses on academic cheating among Egyptian undergraduate students. The aim is to explore differences in students' attitudes and reported behaviors to cheating across academic years. Research findings report no significant difference among business students with regard to behaviors and attitudes to academic dishonesty. Except for few statements, students have similar responses to the used scenarios. Findings of this study have important implications to the faculty and its staff. More attention should be given to the communication of right academic behaviors to students, students' evaluation and assessment, invigilation system, punishment of wrong behaviors, and evaluation of academics.

Success in organizational change is not only related to developing the best strategic and tactica... more Success in organizational change is not only related to developing the best strategic and tactical plans, but it is also related to the ability of organizational leaders to understand and lead the people implementing change. Accordingly, differences in the way male and female leaders manage change is expected to have an impact on the successful implementation of change as well as organizational performance. This study aims to explore gender differences in leading the change process in a public sector organization. Focus is given to the impact of cultural factors (organizational and national) on leadership styles of Egyptian males and females. Case study analysis was chosen to achieve the four research objectives. Data collection methods included studying archival data, conducting interviews at different levels of the organization and analysing observational data. The study concludes that differences in leadership styles in the Egyptian culture are not solely related to gender. Leadership styles differ among female leaders as well as among male leaders. Differences in leadership styles are related to a number of interrelated factors that reflect the nature of the Arab culture such as; managerial level, age, previous work experience and family commitments. Further, transformational leaders are found to be more effective in managing change than transactional leaders.

The aim of this study is to explore difference in the perception of a university mission among fa... more The aim of this study is to explore difference in the perception of a university mission among faculty and staff members. The study is conducted in one of the private universities in Egypt. The DePaul Mission and Values (DMV) Inventory questionnaire was used to collect data. Questionnaires were followed by interviews to gain more in-depth analysis of data collected. Three main dimensions were studied including perception of mission, identity, and programs. A 7-point Likert scale was used as a response mode. Some statements were modified as they reflect the Catholic nature of DePaul institution which is not applicable to the current study. Research findings show differences in the perception of institution`s mission by gender and position. This is significantly related to the role of opinion leaders. Difference in the perception of mission statement is highly influenced by the type of communication used by leaders, gender differences in an Arab culture, and the level of concern given to university members. ___ _________________________________________________________________

Today`s organizations are working in a highly competitive and changing environment. This makes it... more Today`s organizations are working in a highly competitive and changing environment. This makes it essential for organizations to continuously change in order to survive in the market. Change may exceed change in customers`needs and expectations to development of new business strategies, which requires certain changes in organizational structure, systems, processes, or technology. Without people, organizations can not implement change successfully. The way employees respond to change is the key to organizational success. Successful change requires the support of leaders and effective participation of employees. Leaders are responsible for creating an organizational culture that fosters change and implement it smoothly and effectively. This study aims to investigate the influence of ethical leadership (EL) on employees`readiness to change through exploring the mediating effect of organizational culture. The study is conducted in public foreign trade companies in Egypt. Ethical leadership, organizational culture, and readiness to change are assessed using a five point Likert scale questionnaire. Nevertheless, the impact of demographic factors on research variables are also explored. Data was statistically analyzed using SPSS VR 22. Descriptive statistics were used for the purpose of comparison. Structural Equational Modelling was conducted using AMOS VR (22) to test the mediating effect of organizational culture on the relationship between EL and employees`readiness to change. The study provides evidence that ethical leaders have the ability to create an organizational culture that is strongly supportive to change. This culture is reflected in increasing employees`readiness to accept change as well as to support change implementation.

Organizational commitment is regarded as the strongest motivator for all employees`positive outco... more Organizational commitment is regarded as the strongest motivator for all employees`positive outcomes. HR practices aim at directing the organization towards positive individual and organizational outcomes. HR practices influence organizational performance through satisfying employees`needs, which is argued to generate favourable HRM outcomes such as, job satisfaction and organizational commitment. Despite the concern with studying the positive impact of HR practices, few studies have explained the reasons behind these outcomes. The present study aims at exploring the impact of HR practices on employeesòrganizational commitment. The study investigates whether job satisfaction mediates the relationship between HR practice and organizational commitment. The study was conducted at the three public foreign trade companies in Egypt. Questionnaires were used for data collection (N=362). Findings provide evidence that job satisfaction mediates the relationship between HR practices and organizational commitment. HR practices and organizational commitment were found to affect the three types of commitment (affective, continuance, and commitment). Also, the study provides evidence that demographic factors cause differences in employees`perceptions of HR practices, job satisfaction, and organizational commitment.

Career commitment is one of the topics that has received a tremendous attention in the past few y... more Career commitment is one of the topics that has received a tremendous attention in the past few years. This may be justified by the rapid change in all types of organizations which has directly affected individuals` careers. Organizational citizenship behaviour (OCB) reflects different types of behaviors that positively influence organizational per-formance. However, these behaviors are not asked for or described in job description. Recently, measuring career growth has focused on employees` career growth within their current organization, rather than the assessment of employees` career outcomes over their working life, this is referred to as organizational career growth. This study exam-ines the impact of organizational career growth practices on organizational citizenship behaviour of Egyptian academics in private Higher Institutes. To gain a better under-standing of this relationship, the mediating impact of career commitment is investigated. Self-administered questionnaires were used for the purpose of data collection. Structural Equational Modelling (SEM) was conducted using AMOS VR (22) to test research hy-potheses. Research findings provide evidence that career commitment significantly me-diates the relationship between organizational career growth and OCB. Further, research findings show a significant impact of demographic variables on research variables.