The Role of E-Management in Enhancing the Quality of Volunteer Services

(A Case Study of the Non-Profit Sector in Light of Vision 2030)

Abstract

This study aimed to examine the impact of implementing e-management on improving the quality of volunteer services within the non-profit sector, through a field study conducted on the Wifada Volunteer Association for Serving Visitors of Al-Madinah Al-Munawwarah. The study addressed three dimensions of e-management: electronic programs, electronic networks, and the human element. Service quality was measured using the dimensions of reliability, responsiveness, and empathy.The study population included all employees and volunteers at the association, totaling 250 individuals. A simple random sample of 33 participants was selected. The study adopted a descriptive-analytical methodology, utilizing a questionnaire as the primary data collection tool, designed according to a five-point Likert scale to measure both independent and dependent variables. Data were analyzed using SPSS software.The results indicated a statistically significant positive impact of electronic programs, electronic networks, and the human element on the dimensions of service quality. This reflects the effectiveness of e-management in enhancing organizational efficiency, improving response speed, streamlining processes, and delivering services that address the needs of beneficiaries. The findings also showed no statistically significant differences in participants’ perceptions based on demographic characteristics (gender, age, educational qualification, and years of experience).

Based on these findings, the study recommends the continuing to develop and update the electronic programs used in service delivery to enhance responsiveness and procedural accuracy—especially during peak periods—with greater transparency.