7704 19980 1 SM

‫ﺍﻟﻤﺠﻠﺩ ‪ ،10‬ﺍﻟﻌﺩﺩ ‪2014 ،4‬‬
‫ﹼ‬ ‫ا‪ ‬ا‪‬رد‪  ‬إدارة ا‪‬ل‪،‬‬
‫ﻤﺩﻯ ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺴﻌﻭﺩﻴﺔ ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺍﻟﻔﺎﻋﻠﺔ ‪ :‬ﺩﺭﺍﺴﺔ ﺘﻁﺒﻴﻘﻴﺔ ﻋﻠﻰ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ‬
‫ﻤﻌﺎﺫ ﻴﻭﺴﻑ ﺍﻟﺫﻨﻴﺒﺎﺕ*‬
‫ﻤﻠﺨـﺹ‬
‫ﻫﺩﻓﺕ ﻫﺫﻩ ﺍﻟﺩﺭﺍﺴﺔ ﺇﻟﻰ ﺍﻟﻜﺸﻑ ﻋﻥ ﻭﺍﻗﻊ ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻭﻤﺎ ﻫﻲ ﻤﺤﺩﺩﺍﺘﻬﺎ‪،‬‬
‫ﺘﻡ ﺘﻁﺒﻴﻕ ﺍﻟﺩﺭﺍﺴﺔ ﻋﻠﻰ ﻋﻴﻨﺔ ﻋﺸﻭﺍﺌﻴﺔ ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ‪ ،‬ﺒﻠﻎ ﺤﺠﻤﻬﺎ )‪ (65‬ﻤﺴﺘﺸﻔﻰ‪ ،‬ﻭﺘﻡ ﺘﺼﻤﻴﻡ ﺍﺴﺘﺒﺎﻨﻪ‬
‫ﻟﺠﻤﻊ ﺍﻟﺒﻴﺎﻨﺎﺕ‪ .‬ﺘﻡ ﺍﺴﺘﺨﺩﺍﻡ ﺍﻹﺤﺼﺎﺀﺍﺕ ﺍﻟﻭﺼﻔﻴﺔ‪ ،‬ﻭﺍﻻﺨﺘﺒﺎﺭﺍﺕ ﺍﻟﻼﻤﻌﻠﻤﻴﺔ ﻟﺘﺤﻠﻴل ﺍﻟﺒﻴﺎﻨﺎﺕ ﻭﺍﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻀﻴﺎﺕ ﻤﺜل ﺍﺨﺘﺒﺎﺭ ﺍﻹﺸﺎﺭﺓ‪ ،‬ﺍﺨﺘﺒﺎﺭ‬
‫ﻜﺭﻭﺴﻜﺎل ﻭﺍﻟﺯ‪ ،‬ﻭﺍﺨﺘﺒﺎﺭ ﻤﺎﻥ ‪-‬ﻭﻴﺘﻨﻲ‪ .‬ﺘﻭﺼﻠﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺇﻟﻰ ﻋﺩﺩ ﻤﻥ ﺍﻟﻨﺘﺎﺌﺞ ﻜﺎﻥ ﺃﻫﻤﻬﺎ‪ :‬ﺍﻨﺨﻔﺎﺽ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﻭﻨﻅﻡ ﺍﻷﻋﻤﺎل‬
‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺤﻜﻭﻤﻴﺔ ﺍﻟﺘﺎﺒﻌﺔ ﻟﻭﺯﺍﺭﺓ ﺍﻟﺼﺤﺔ ﻭﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻷﻫﻠﻴﺔ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ‪ ،‬ﺒﻴﻨﻤﺎ ﻜﺎﻥ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻲ‬
‫ﻤﺭﺘﻔﻌﺎ‪ ،‬ﻭﺨﺼﻭﺼﺎ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪ .‬ﻜﻤﺎ ﺘﻭﺼﻠﺕ‬
‫ﹰ‬ ‫ﻫﺫﻩ ﺍﻟﻨﻅﻡ ﻭﺍﻟﺘﻘﻨﻴﺎﺕ ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺤﻜﻭﻤﻴﺔ ﻏﻴﺭ ﺍﻟﺘﺎﺒﻌﺔ ﻟﻭﺯﺍﺭﺓ ﺍﻟﺼﺤﺔ‬
‫ﺍﻟﺩﺭﺍﺴﺔ ﺇﻟﻰ ﻭﺠﻭﺩ ﻋﻼﻗﺔ ﺒﻴﻥ ﺍﻟﻤﺘﻐﻴﺭﺍﺕ ﺍﻟﻤﺴﺘﻘﻠﺔ )ﻨﻭﻉ ﺍﻟﻤﺴﺘﺸﻔﻰ‪ ،‬ﺤﺠﻡ ﺍﻟﻤﺴﺘﺸﻔﻰ‪ ،‬ﻋﻤﺭ ﺍﻟﻤﺴﺘﺸﻔﻰ‪ ،‬ﺤﺼﻭل ﺍﻟﻤﺴﺘﺸﻔﻰ ﻋﻠﻰ ﺍﻻﻋﺘﻤﺎﺩ(‬
‫ﻭﺃﺨﻴﺭﺍ ﻜﺸﻔﺕ ﺍﻟﺩﺭﺍﺴﺔ ﻋﻥ ﻭﺠﻭﺩ ﺒﻌﺽ ﺍﻟﻤﻌﻴﻘﺎﺕ ﺍﻟﺘﻲ ﺘﻭﺍﺠﻪ ﺘﺒﻨﻲ ﻨﻅﻡ‬
‫ﹰ‬ ‫ﻭﺒﻴﻥ ﺘﺒﻨﻲ ﻨﻅﻡ ﻭﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪،‬‬
‫ﻭﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻤﻥ ﺃﻫﻤﻬﺎ ﺍﻟﻌﻘﺒﺎﺕ ﺍﻟﻤﺎﻟﻴﺔ ﻭﺍﻹﺩﺍﺭﻴﺔ ﻭﺍﻟﺘﻘﻨﻴﺔ ﻭﺍﻟﺒﺸﺭﻴﺔ‪ .‬ﻤﻥ ﻨﺎﺤﻴﺔ ﺃﺨﺭﻯ‪ ،‬ﺍﻗﺘﺭﺤﺕ‬
‫ﻋﺩﺩﺍ ﻤﻥ ﺍﻟﺘﻭﺼﻴﺎﺕ ﺍﻟﻌﻤﻠﻴﺔ ﻭﺍﻟﻌﻠﻤﻴﺔ ﻟﺘﻔﻌﻴل ﺘﺒﻨﻲ ﻨﻅﻡ ﻭﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﻥ ﻗﺒل ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻗﻴﺩ ﺍﻟﺩﺭﺍﺴﺔ‪.‬‬
‫ﺍﻟﺩﺭﺍﺴﺔ ﹰ‬
‫ﺍﻟﻜﻠﻤﺎﺕ ﺍﻟﺩﺍﻟﺔ‪ :‬ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻻﻟﻜﺘﺭﻭﻨﻴﺔ‪ ،‬ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪ ،‬ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ‪.‬‬
‫ﺍﻟﺠﻨﺴﻴﺎﺕ ﺍﺴﺘﻔﺎﺩﺕ ﻤﻨﺫ ﺍﻟﺒﺩﺍﻴﺔ ﻤﻥ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﻭﻭﻅﻔﺘﻬﺎ ﻓﻲ‬ ‫ﺍﻟﻤﻘﺩﻤـﺔ‬

‫ﺘﻌﺯﻴﺯ ﻤﻜﺎﻨﺘﻬﺎ ﺍﻟﺘﻨﺎﻓﺴﻴﺔ ﻭ ﺘﺤﺴﻴﻥ ﺃﺩﺍﺌﻬﺎ ﺒﺼﻔﺔ ﻋﺎﻤﺔ‪ ،‬ﻤﻥ‬
‫ﺨﻼل ﺘﺒﻨﻴﻬﺎ ﻟﺤﻠﻭل ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻭﺍﻟﻤﻨﻅﻤﺔ ﺍﻻﻓﺘﺭﺍﻀﻴﺔ‬ ‫ﻤﻥ ﺃﻫﻡ ﺍﻟﻤﺒﺎﺩﺭﺍﺕ ﻭﺍﻟﺘﺩﺍﻋﻴﺎﺕ ﺍﻟﺘﻲ ﺃﻓﺭﺯﺘﻬﺎ ﺘﻘﻨﻴﺔ‬
‫) ‪.(Olatokun and Bankole,2011‬‬ ‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻭﺍﻻﺘﺼﺎﻻﺕ ﺍﻟﺤﺩﻴﺜﺔ ﻟﻠﻤﺠﺘﻤﻊ ﻓﻲ ﻤﺠﺎل ﺍﻷﻋﻤﺎل‬
‫ﺘﻌﺩ ﻤﻨﻅﻤﺎﺕ ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﻤﻥ ﺍﻟﻘﻁﺎﻋﺎﺕ ﺍﻟﻤﻬﻤﺔ‬ ‫ﺒﺭﻭﺯ ﺍﻫﺘﻤﺎﻡ ﺍﻟﺩﻭل ﺒﺎﻻﻨﺘﻘﺎل ﺇﻟﻰ ﻤﺎ ﻴﺴﻤﻰ ﺒﺎﻟﻤﻨﻅﻤﺔ ﺍﻟﺭﻗﻤﻴﺔ‬
‫ﺍﻗﺘﺼﺎﺩﻴﺎ ﻭﺍﺠﺘﻤﺎﻋﻴﺎ ﻟﻤﺴﺎﻫﻤﺘﻬﺎ ﺍﻟﻤﺒﺎﺸﺭﺓ ﻓﻲ ﺍﻻﻗﺘﺼﺎﺩ ﺍﻟﻭﻁﻨﻲ‬
‫ﹰ‬ ‫ﻭﺘﻭﻅﻴﻑ ﺍﻟﺘﻘﻨﻴﺔ ﻟﺨﺩﻤﺔ ﻫﻴﺎﻜل ﺍﻟﻤﻨﻅﻤﺎﺕ ﻭﻁﺭﻕ ﺃﺩﺍﺀ‬
‫ﻭﺘﺄﺜﻴﺭﻫﺎ ﻋﻠﻰ ﺍﻟﺼﺤﺔ ﺍﻟﻌﺎﻤﺔ‪ ،‬ﻓﻬﻲ ﻤﻥ ﺠﻬﺔ ﺘﻌﺩ ﻭﺍﺤﺩﺓ ﻤﻥ‬ ‫ﺍﻷﻋﻤﺎل‪ ،‬ﻭﺘﺯﺍﻤﻥ ﺫﻟﻙ ﻤﻊ ﺍﻟﺘﻁﻭﺭﺍﺕ ﺍﻟﺠﺩﻴﺩﺓ ﻓﻲ ﺍﻟﻔﻜﺭ‬
‫ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﻤﺅﺜﺭﺓ ﻓﻲ ﺍﻗﺘﺼﺎﺩﻴﺎﺕ ﻜﺜﻴﺭ ﻤﻥ ﺍﻟﺒﻠﺩﺍﻥ ﺒﻤﺎ ﻓﻴﻬﺎ‬ ‫ﺍﻹﺩﺍﺭﻱ ﺍﻟﺤﺩﻴﺙ ﻭﺒﺭﻭﺯ ﻤﺒﺎﺩﺭﺍﺕ ﺍﻟﺠﻭﺩﺓ ﺍﻟﺸﺎﻤﻠﺔ‪ ،‬ﻭﺇﺩﺍﺭﺓ‬
‫ﺍﻟﺒﻠﺩﺍﻥ ﺍﻟﻨﺎﻤﻴﺔ‪ ،‬ﺴﻭﺍﺀ ﻤﻥ ﻨﺎﺤﻴﺔ ﺍﻟﺘﻘﻠﻴل ﻤﻥ ﺍﻨﺘﺸﺎﺭ ﺍﻷﻤﺭﺍﺽ‬ ‫ﺍﻟﻤﻌﺭﻓﺔ‪،‬ﻭ ﻤﺩﺨل ﺘﺤﺴﻴﻥ ﺍﻟﺨﺩﻤﺎﺕ‪ ،‬ﻭﻤﺩﺨل ﺇﻋﺎﺩﺓ ﻫﻨﺩﺴﺔ‬
‫ﻭﺍﻷﻭﺒﺌﺔ ﻤﻥ ﺨﻼل ﺨﺩﻤﺎﺕ ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﺍﻷﻭﻟﻴﺔ ﺍﻟﻭﻗﺎﺌﻴﺔ‪،‬‬ ‫ﺍﻟﻌﻤﻠﻴﺎﺕ‪ ،‬ﺍﻷﻤﺭ ﺍﻟﺫﻱ ﺃﻭﺠﺩ ﺍﻟﺘﺤﻭل ﻓﻲ ﺃﺴﺎﻟﻴﺏ ﺃﺩﺍﺀ ﺍﻷﻋﻤﺎل‬
‫ﻭﺒﺎﻵﺘﻲ ﺘﻘﻠﻴل ﺍﻹﻨﻔﺎﻕ ﻋﻠﻰ ﺍﻟﺼﺤﺔ ﻋﻠﻰ ﺍﻟﻤﺴﺘﻭﻯ ﺍﻟﻔﺭﺩﻱ‬ ‫ﻭﺍﻻﺴﺘﻔﺎﺩﺓ ﻤﻥ ﺤﻠﻭل ﺍﻟﺘﻘﻨﻴﺔ ﻭﺍﻟﺘﻭﺠﻪ ﻨﺤﻭ ﺍﻟﺯﺒﻭﻥ ‪.‬‬
‫ﻭﺍﻟﻤﺴﺘﻭﻯ ﺍﻟﻭﻁﻨﻲ‪ ،‬ﺃﻭ ﻤﻥ ﻨﺎﺤﻴﺔ ﺍﻟﺘﻭﻅﻴﻑ ﻓﻲ ﺘﻠﻙ ﺍﻟﻤﻨﻅﻤﺎﺕ‬ ‫ﻤﻥ ﺍﻟﻤﻼﺤﻅ ﺃﻥ ﻤﻨﻅﻤﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻟﻜﺒﻴﺭﺓ ﻭ ﻤﺘﻌﺩﺩﺓ‬
‫ﻭﺇﻴﺠﺎﺩ ﻓﺭﺹ ﺍﻟﻌﻤل ﻟﻠﻤﻭﺍﻁﻨﻴﻥ‪ ،‬ﻭﺍﻟﺘﻲ ﺘﺅﺜﺭ ﺒﺸﻜل ﻤﺒﺎﺸﺭ‬ ‫* ﺃﺴﺘﺎﺫ ﻤﺴﺎﻋﺩ‪ /‬ﺠﺎﻤﻌﺔ ﺍﻟﻁﺎﺌﻑ‪ /‬ﻜﻠﻴﺔ ﺍﻟﻌﻠﻭﻡ ﺍﻹﺩﺍﺭﻴﺔ ﻭﺍﻟﻤﺎﻟﻴﺔ ‪ /‬ﻗﺴﻡ ﻨﻅﻡ‬
‫ﻋﻠﻰ ﺍﻻﻗﺘﺼﺎﺩ ﺍﻟﻭﻁﻨﻲ‪ ،‬ﻭﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ‪ ،‬ﺘﺴﺎﻫﻡ ﻤﻨﻅﻤﺎﺕ‬ ‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻹﺩﺍﺭﻴﺔ‪momo250792@hotmail.com .‬‬
‫ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﻓﻲ ﺘﻘﺩﻴﻡ ﺨﺩﻤﺎﺕ ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﻟﻠﻤﺠﺘﻤﻊ‬ ‫ﺘﺎﺭﻴﺦ ﺍﺴﺘﻼﻡ ﺍﻟﺒﺤﺙ ‪ 2014/4/15‬ﻭﺘﺎﺭﻴﺦ ﻗﺒﻭﻟﻪ ‪.2014/7/23‬‬
‫© ‪ 2014‬ﻋﻤﺎﺩﺓ ﺍﻟﺒﺤﺚ ﺍﻟﻌﻠﻤﻲ‪ /‬ﺍﳉﺎﻣﻌﺔ ﺍﻷﺭﺩﻧﻴﺔ‪ .‬ﲨﻴﻊ ﺍﳊﻘﻮﻕ ﳏﻔﻮﻇﺔ‪.‬‬ ‫‪-533-‬‬

‫ﻤﻌﺎﺫ ﻴﻭﺴﻑ ﺍﻟﺫﻨﻴﺒﺎﺕ‬ ‫ﻤﺩﻯ ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪...‬‬
‫ﻤﺯﺍﻴﺎ ﺘﻨﺎﻓﺴﻴﺔ ﺘﺩﻋﻤﻬﺎ ﻓﻲ ﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻓﻬﺎ ﺍﻹﺴﺘﺭﺍﺘﻴﺠﻴﺔ ﻭﻋﻠﻰ‬ ‫ﺒﺎﻟﺸﻜل ﺍﻟﺫﻱ ﻴﺤﻘﻕ ﺍﻟﻨﻔﻊ ﺍﻟﻌﺎﻡ ﻭﻴﻨﻌﻜﺱ ﻋﻠﻰ ﺭﻓﺎﻫﻴﺔ ﺍﻟﻤﺠﺘﻤﻊ‬
‫ﺭﺃﺴﻬﺎ ﺍﻟﺒﻘﺎﺀ ﻭﺍﻟﻨﻤﻭ ﻭﺯﻴﺎﺩﺓ ﺍﻟﺤﺼﺔ ﺍﻟﺴﻭﻗﻴﺔ‪ ،‬ﺨﺎﺼﺔ ﻓﻲ ﻅل‬ ‫ﻭﺘﻁﻭﺭﻩ ﻭﻨﻤﻭﻩ ﻓﻲ ﺠﻤﻴﻊ ﺍﻟﻤﺠﺎﻻﺕ‪Ryan and ) .‬‬
‫ﻤﺤﻴﻁ ﻴﺘﻤﻴﺯ ﺒﺎﻟﻤﻨﺎﻓﺴﺔ ﺍﻟﻘﻭﻴﺔ‪ ،‬ﻭﺘﻐﻴﺭ ﺃﺫﻭﺍﻕ ﺍﻟﻤﺴﺘﻬﻠﻜﻴﻥ‪،‬‬ ‫‪(Blustein, 2012‬‬
‫ﻭﺴﺭﻋﺔ ﺍﻟﺘﻁﻭﺭ ﺍﻟﺘﻜﻨﻭﻟﻭﺠﻲ‪ ،‬ﻤﻤﺎ ﻴﺠﻌل ﻤﻥ ﺍﻻﺴﺘﺜﻤﺎﺭ ﻓﻲ‬ ‫ﻟﺫﻟﻙ ﻓﺈﻥ ﻤﻌﻅﻡ ﺍﻟﺒﻠﺩﺍﻥ ﺍﻟﻤﺘﻘﺩﻤﺔ ﻜﺎﻟﻭﻻﻴﺎﺕ ﺍﻟﻤﺘﺤﺩﺓ ﻨﻔﺫﺕ‬
‫ﺍﻟﺘﻘﻨﻴﺔ ﻤﺠﺎﻻ ﻏﻨﻴﺎﹰ ﺒﺎﻟﻔﺭﺹ ﺍﻟﺘﻲ ﻴﺠﺏ ﺍﺴﺘﻐﻼﻟﻬﺎ ﻭﺍﻟﺘﺤﺩﻴﺎﺕ‬ ‫ﻋﺩﺩ ﻤﻥ ﺍﻟﺒﺭﺍﻤﺞ ﻹﺤﻼل ﺘﻁﺒﻴﻘﺎﺕ ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ‬
‫ﺍﻟﺘﻲ ﻴﺠﺏ ﻤﻭﺍﺠﻬﺘﻬﺎ ﻭﺍﻟﺘﻘﻠﻴل ﻤﻥ ﺤﺩﺘﻬﺎ‪Gunasekaran ) .‬‬ ‫ﻭﺍﻻﺘﺼﺎﻻﺕ )‪ (ICT‬ﻓﻲ ﺨﺩﻤﺎﺕ ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﻤﻥ ﺃﺠل‬
‫‪(and Ngai, 2008‬‬ ‫ﺘﺤﺴﻴﻨﻬﺎ ﻭﺘﺤﺴﻴﻥ ﺇﺩﺍﺭﺓ ﺍﻟﻤﺅﺴﺴﺎﺕ ﺍﻟﻁﺒﻴﺔ‪ ،‬ﺤﻴﺙ ﻅﻬﺭ ﺤﻴﻨﺌﺫ‬
‫ﻤﻥ ﻨﺎﺤﻴﺔ ﺃﺨﺭﻯ‪ ،‬ﺩﻓﻊ ﻫﺫﺍ ﺍﻟﺘﻁﻭﺭ ﺍﻟﻬﺎﺌل ﻓﻲ ﻤﺠﺎل ﺘﻘﻨﻴﺔ‬ ‫ﻤﻔﻬﻭﻡ "ﺍﻟﺼﺤﺔ ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ" )‪ (E-Health‬ﺃﻭ ﻤﻔﻬﻭﻡ ﺍﻟﺼﺤﺔ‬
‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻭﺍﻻﺘﺼﺎﻻﺕ ﻨﺤﻭ ﺍﻻﺴﺘﻔﺎﺩﺓ ﻤﻥ ﺍﻟﻔﺭﺹ ﺍﻟﺘﻲ‬ ‫ﺍﻟﻤﺘﻨﻘﻠﺔ )‪ (M-Health‬ﻭﺍﻟﻤﻘﺼﻭﺩ ﻫﻭ " ﺍﻟﻘﻴﺎﻡ ﺒﺎﺴﺘﺨﺩﺍﻡ‬
‫ﺘﻭﻓﺭﻫﺎ ﺍﻷﺩﻭﺍﺕ ﺍﻟﺘﻘﻨﻴﺔ ﺍﻟﺠﺩﻴﺩﺓ ﻓﻲ ﺠﻤﻴﻊ ﺍﻟﻤﺠﺎﻻﺕ ﻭﻤﻥ ﺒﻴﻨﻬﺎ‬ ‫ﺍﻟﻤﻌﻁﻴﺎﺕ )ﺍﻟﺒﻴﺎﻨﺎﺕ( ﺍﻟﺭﻗﻤﻴﺔ ﺍﻟﻤﻨﻘﻭﻟﺔ ﻭﺍﻟﻤﺨﺯﻨﺔ ﻭﺍﻟﻤﺴﺘﺭﺠﻌﺔ‬
‫ﺍﻟﻤﺠﺎل ﺍﻟﻁﺒﻲ‪ ،‬ﻭﺃﻴﻀﺎ ﻨﺤﻭ ﻤﺘﺎﺒﻌﺔ ﺍﻟﻤﺯﻴﺩ ﻤﻥ ﺍﻟﺘﻘﺩﻡ ﻓﻲ ﻫﺫﺍ‬ ‫ﺇﻟﻜﺘﺭﻭﻨﻴﺎﹰ ﻓﻲ ﺍﻟﻘﻁﺎﻉ ﺍﻟﺼﺤﻲ ﻷﻏﺭﺍﺽ ﺇﺩﺍﺭﻴﺔ ﻭﺴﺭﻴﺭﻴﻪ‬
‫ﺍﻟﻤﺠﺎل ﻤﻥ ﺨﻼل ﺘﻭﻅﻴﻑ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﻟﺨﺩﻤﺔ ﺍﻟﻤﺭﻴﺽ‬ ‫)ﺇﻜﻠﻴﻨﻴﻜﻴﺔ( ﻭﺘﺜﻘﻴﻔﻴﺔ‪ ،‬ﻓﻲ ﺍﻟﻤﻭﻗﻊ ﺍﻟﻤﺤﺩﺩ ﺃﻭ ﻋﻥ ُﺒﻌﺩ" ) ‪Word‬‬
‫ﻭﺘﺴﻬﻴل ﻤﻌﺎﻤﻼﺘﻪ ﻭﺘﺤﺴﻴﻥ ﺍﻟﺨﺩﻤﺎﺕ ﺍﻟﻤﻘﺩﻤﺔ ﻟﻪ‪ ،‬ﻜﻤﺎ ﺃﻨﻬﺎ‬ ‫‪. (Health Organization, 2009‬‬
‫ﺘﺴﺎﻋﺩ ﻋﻠﻰ ﺘﺤﺴﻴﻥ ﺍﻟﻤﺸﺎﺭﻜﺔ ﻓﻲ ﺍﻟﻤﻭﺍﺭﺩ ﺒﻴﻥ ﺍﻟﻤﺭﻀﻰ‬ ‫ﻟﺫﺍ ﺘﺒﺭﺯ ﺍﻟﺤﺎﺠﺔ ﻫﻨﺎ ﻟﺘﻘﻴﻴﻡ ﻤﺩﻯ ﺍﺴﺘﻔﺎﺩﺓ ﻤﻨﻅﻤﺎﺕ ﺍﻟﺭﻋﺎﻴﺔ‬
‫ﻭﺍﻟﻌﺎﻤﻠﻴﻥ ﻓﻲ ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ) ‪Ackerman and‬‬ ‫ﺍﻟﺼﺤﻴﺔ ﺒﺸﻜل ﻋﺎﻡ ﻭﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺒﺸﻜل ﺨﺎﺹ ﻤﻥ ﺍﻟﺘﻁﻭﺭ‬
‫‪(Locatis, 2011‬‬ ‫ﺍﻟﺤﺎﺼل ﻓﻲ ﻗﻁﺎﻉ ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻭﺍﻻﺘﺼﺎﻻﺕ ﺒﺎﻟﺸﻜل ﺍﻟﺫﻱ‬
‫ﺒﺎﻟﺭﻏﻡ ﻤﻥ ﺫﻟﻙ‪ ،‬ﺇﻻ ﺃﻥ ﻜﺜﻴﺭ ﻤﻥ ﺍﻟﻤﻨﻅﻤﺎﺕ ‪ -‬ﻭﻤﻥ ﺒﻴﻨﻬﺎ‬ ‫ﻴﻨﻌﻜﺱ ﻋﻠﻰ ﺃﺩﺍﺌﻬﺎ ﺍﻟﻤﺅﺴﺴﻲ‪ ،‬ﻭﻴﺤﻘﻕ ﻟﻬﺎ ﺍﻟﺘﻤﻴﺯ‬
‫ﻤﻨﻅﻤﺎﺕ ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ‪ -‬ﺘﺘﻔﺎﻭﺕ ﻓﻴﻤﺎ ﺒﻴﻨﻬﺎ ﻓﻲ ﺘﺒﻨﻲ‬ ‫ﻭﺍﻹﺒﺩﺍﻉ‪،‬ﺤﻴﺙ ﻴﻨﻌﻜﺱ ﺫﻟﻙ ﺒﺸﻜل ﻤﺒﺎﺸﺭ ﻋﻠﻰ ﺍﻷﻫﺩﺍﻑ‬
‫ﺘﻁﺒﻴﻘﺎﺕ ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻭﺍﻻﺘﺼﺎﻻﺕ ﻋﻤﻭﻤﺎ‪ ،‬ﻭﺍﻻﺴﺘﻔﺎﺩﺓ‬ ‫ﺍﻹﺴﺘﺭﺍﺘﻴﺠﻴﺔ ﻟﺘﻠﻙ ﺍﻟﻤﻨﻅﻤﺎﺕ‪ ،‬ﻜﻤﺎ ﺃﻥ ﻫﺫﻩ ﺍﻟﺘﻁﺒﻴﻘﺎﺕ ﺫﺍﺕ‬
‫ﻤﻥ ﺍﻟﻔﺭﺹ ﺍﻟﺘﻲ ﺘﻭﺍﻓﺭﻫﺎ‪ ،‬ﻭﺫﻟﻙ ﺒﺘﻔﺎﻭﺕ ﺍﻟﻜﺜﻴﺭ ﻤﻥ ﺍﻟﻌﻭﺍﻤل‬ ‫ﻜﻠﻑ ﻋﺎﻟﻴﺔ ﻴﺠﺏ ﺍﻻﻨﺘﺒﺎﻩ ﻟﻬﺎ‪ ،‬ﺒﺤﻴﺙ ﻴﺅﺩﻱ ﺘﻭﻅﻴﻔﻬﺎ ﻓﻲ ﺃﺩﺍﺀ‬
‫ﻭﺍﻟﻤﺘﻐﻴﺭﺍﺕ ﺍﻹﺩﺍﺭﻴﺔ ﻭﺍﻻﻗﺘﺼﺎﺩﻴﺔ ﻭﻏﻴﺭﻫﺎ‪.‬‬ ‫ﺍﻷﻋﻤﺎل ﺇﻟﻰ ﺯﻴﺎﺩﺓ ﻤﺴﺎﻫﻤﺔ ﻫﺫﺍ ﺍﻟﻘﻁﺎﻉ ﺍﻟﺤﻴﻭﻱ ﻓﻲ ﺍﻟﻨﺎﺘﺞ‬
‫ﻟﺫﺍ ﺘﺄﺘﻲ ﻫﺫﻩ ﺍﻟﺩﺭﺍﺴﺔ ﻟﻠﺘﻌﺭﻑ ﺇﻟﻰ ﻤﺩﻯ ﺍﺴﺘﻔﺎﺩﺓ‬ ‫ﺍﻟﻘﻭﻤﻲ ﺍﻹﺠﻤﺎﻟﻲ ﻭﺘﺤﻘﻴﻕ ﺍﻟﻘﻴﻤﺔ ﺍﻟﻤﻀﺎﻓﺔ ﻻﻗﺘﺼﺎﺩﻴﺎﺕ ﺒﻠﺩﺍﻨﻬﺎ‪.‬‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﻤﻥ ﺘﻘﻨﻴﺎﺕ‬ ‫)‪(Bhattacharya and Ramachandran,2013‬‬
‫ﺍﻷﻋﻤﺎل ﺍﻻﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﻔﻌﺎﻟﻴﺔ‪ ،‬ﻭﻤﺎ ﻫﻲ ﺍﻟﻤﺤﺩﺩﺍﺕ ﺍﻟﺘﻲ ﺘﻌﻴﻕ‬ ‫ﻭﻤﻥ ﻫﺫﺍ ﺍﻟﻤﻨﻁﻠﻕ ﺘﺴﻌﻰ ﻫﺫﻩ ﺍﻟﺩﺭﺍﺴﺔ ﺇﻟﻰ ﺍﻟﻜﺸﻑ ﻋﻥ‬
‫ﺘﺒﻨﻴﻬﺎ‪ ،‬ﻤﻥ ﻭﺠﻬﺔ ﻨﻅﺭ ﺍﻟﻤﺩﺭﺍﺀ ﺍﻟﻤﻌﻨﻴﻴﻥ ﺒﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻲ‬ ‫ﻤﺩﻯ ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﻟﺘﻘﻨﻴﺎﺕ‬
‫ﺘﻠﻙ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ‪.‬‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻭﻤﺎ ﻫﻲ ﺍﻟﻌﻘﺒﺎﺕ ﺍﻟﺘﻲ ﺘﻭﺍﺠﻪ ﺘﻭﻅﻴﻑ ﺘﻠﻙ‬
‫ﺃﻫﻤﻴﺔ ﺍﻟﺩﺭﺍﺴﺔ‬ ‫ﺍﻟﺘﻘﻨﻴﺎﺕ ‪.‬‬
‫ﺘﺒﺭﺯ ﺃﻫﻤﻴﺔ ﺍﻟﺩﺭﺍﺴﺔ ﻓﻲ ﺍﻵﺘﻲ‪:‬‬ ‫ﻤﺸﻜﻠﺔ ﺍﻟﺩﺭﺍﺴﺔ‬
‫‪ .1‬ﺘﺒﻨﻲ ﺤﻠﻭل ﺍﻷﻋﻤﺎل ﺍﻻﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻟﻤﻨﻅﻤﺎﺕ ﻴﻭﻓﺭ‬ ‫ﺃﺸﺎﺭﺕ ﺍﻟﻌﺩﻴﺩ ﻤﻥ ﺍﻟﺩﺭﺍﺴﺎﺕ ﺇﻟﻰ ﺃﻥ ﺍﻟﺘﻁﺒﻴﻕ ﺍﻟﻨﺎﺠﺢ‬
‫ﻤﺯﺍﻴﺎ ﺘﻨﺎﻓﺴﻴﺔ ﺘﺴﺎﻫﻡ ﻓﻲ ﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻓﻬﺎ ﺍﻹﺴﺘﺭﺍﺘﻴﺠﻴﺔ‪،‬‬ ‫ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻻﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻟﻤﻨﻅﻤﺎﺕ ﻴﻌﻭﺩ ﻋﻠﻴﻬﺎ ﺒﺎﻟﻜﺜﻴﺭ‬
‫ﻟﺫﻟﻙ ﻻﺒﺩ ﻤﻥ ﺍﻻﻫﺘﻤﺎﻡ ﺒﺩﺭﺍﺴﺔ ﻫﺫﺍ ﺍﻟﻤﻭﻀﻭﻉ ﺒﻜﺎﻓﺔ‬ ‫ﻤﻥ ﺍﻟﻤﺯﺍﻴﺎ‪ ،‬ﻭﻤﻥ ﺒﻴﻥ ﻫﺫﻩ ﺍﻟﻤﺯﺍﻴﺎ‪ :‬ﺘﺤﺴﻴﻥ ﻋﻤﻠﻴﺔ ﺍﺘﺨﺎﺫ‬
‫ﺠﻭﺍﻨﺒﻪ ﺍﻟﻤﺨﺘﻠﻔﺔ‪.‬‬ ‫ﺍﻟﻘﺭﺍﺭ‪ ،‬ﻭﺇﺩﺍﺭﺓ ﺃﻓﻀل ﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﻤﻨﺸﺄﺓ‪،‬ﺘﺤﺴﻴﻥ ﺍﻟﻌﻼﻗﺔ ﻤﻊ‬
‫‪ .2‬ﻗﻁﺎﻉ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺴﻌﻭﺩﻴﺔ ﻴﻌﻤل ﻓﻲ ﺒﻴﺌﺔ ﺘﺘﻤﻴﺯ‬ ‫ﺍﻟﻌﻤﻼﺀ‪ ،‬ﺍﺴﺘﻐﻼل ﺃﻤﺜل ﻟﻠﻤﻭﺍﺭﺩ‪ ،‬ﺨﻔﺽ ﺍﻟﻜﻠﻑ ﻭﺯﻴﺎﺩﺓ‬
‫ﺒﺎﻟﻤﻨﺎﻓﺴﺔ ﺍﻟﺸﺩﻴﺩﺓ ﻓﻲ ﻜﺴﺏ ﺭﻀﺎ ﺍﻟﺯﺒﻭﻥ ﻭ ﺘﺘﺸﺎﺒﻪ‬ ‫ﺍﻟﺭﺒﺤﻴﺔ ‪..‬ﺍﻟﺦ )‪. (Ang and Husain,2012‬‬
‫ﺇﻟﻰ ﺤﺩ ﻜﺒﻴﺭ ﻓﻲ ﺨﺼﺎﺌﺹ ﺍﻟﺨﺩﻤﺔ ﺍﻟﻤﻘﺩﻤﺔ ﻤﻤﺎ‬ ‫ﻜﻤﺎ ﺃﻥ ﺍﻻﺴﺘﻔﺎﺩﺓ ﻤﻥ ﻫﺫﻩ ﺍﻟﻤﺯﺍﻴﺎ ﺴﻭﻑ ﻴﺤﻘﻕ ﻟﻠﻤﻨﻅﻤﺎﺕ‬
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‫ﺍﻟﻤﺠﻠﺩ ‪ ،10‬ﺍﻟﻌﺩﺩ ‪2014 ،4‬‬
‫ﹼ‬ ‫ا‪ ‬ا‪‬رد‪  ‬إدارة ا‪‬ل‪،‬‬
‫ﺃﺴﺌﻠﺔ ﺍﻟﺩﺭﺍﺴﺔ‪:‬‬ ‫ﻴﻌﻜﺱ ﺃﻫﻤﻴﺔ ﺍﻋﺘﻤﺎﺩ ﻫﺫﻩ ﺍﻟﻤﻨﻅﻤﺎﺕ ﻋﻠﻰ ﺤﻠﻭل‬

‫ﺴﻭﻑ ﺘﺠﻴﺏ ﺍﻟﺩﺭﺍﺴﺔ ﻋﻠﻰ ﺍﻷﺴﺌﻠﺔ ﺍﻵﺘﻴﺔ‪:‬‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺃﺩﺍﺀ ﺃﻋﻤﺎﻟﻬﺎ ﺒﺎﻟﺸﻜل ﺍﻟﺫﻱ‬
‫ﺍﻟﺴﺅﺍل ﺍﻷﻭل‪ :‬ﻤﺎ ﻫﻭ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻰ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ‬ ‫ﻴﺤﻘﻕ ﻤﻌﺎﻴﻴﺭ ﺍﻟﻜﻔﺎﺀﺓ ﻭﺍﻟﻔﻌﺎﻟﻴﺔ ﻓﻲ ﺇﺩﺍﺭﺘﻬﺎ ‪.‬‬
‫ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﻥ‬ ‫‪ .3‬ﺘﻘﺩﻡ ﻫﺫﻩ ﺍﻟﺩﺭﺍﺴﺔ ﻤﺠﻤﻭﻋﺔ ﻤﻥ ﺍﻟﻤﺠﺎﻻﺕ ﺍﻟﺘﻲ ﺘﺸﻜل‬
‫ﻭﺠﻬﺔ ﻨﻅﺭ ﺍﻟﻤﺩﺭﺍﺀ ﺍﻟﻤﻌﻨﻴﻴﻥ ﺒﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻴﻬﺎ ؟‬ ‫ﻤﻀﺎﻤﻴﻥ ﺍﻟﺨﻁﺔ ﺍﻹﺴﺘﺭﺍﺘﻴﺠﻴﺔ ﺍﻟﻔﻌﺎﻟﺔ ﻟﺘﻭﻅﻴﻑ ﺘﻘﻨﻴﺎﺕ‬
‫ﺍﻟﺴﺅﺍل ﺍﻟﺜﺎﻨﻲ‪ :‬ﻤﺎ ﻫﻲ ﺍﻟﻤﺤﺩﺩﺍﺕ ﺍﻟﺘﻲ ﺘﻌﻴﻕ ﺘﺒﻨﻲ‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻗﻴﺩ ﺍﻟﺩﺭﺍﺴﺔ‪.‬‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬ ‫‪ .4‬ﺘﻌﺩ ﻫﺫﻩ ﺍﻟﺩﺭﺍﺴﺔ ‪-‬ﻋﻠﻰ ﺤﺩ ﻤﻌﺭﻓﺔ ﺍﻟﺒﺎﺤﺙ ‪ -‬ﻤﻥ‬
‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﻥ ﻭﺠﻬﺔ ﻨﻅﺭ ﺍﻟﻤﺩﺭﺍﺀ ﺍﻟﻤﻌﻨﻴﻴﻥ ﺒﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ‬ ‫ﺃﻭﻟﻰ ﺍﻟﺩﺭﺍﺴﺎﺕ ﺍﻟﺘﻲ ﺘﺘﻨﺎﻭل ﻤﻭﻀﻭﻉ ﺘﺸﺨﻴﺹ ﺘﺒﻨﻲ‬
‫ﻓﻴﻬﺎ ؟‬ ‫ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻭﻤﺤﺩﺩﺍﺘﻬﺎ ﻟﺩﻯ‬
‫ﻓﺭﻀﻴﺎﺕ ﺍﻟﺩﺭﺍﺴﺔ‪:‬‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ‪ ،‬ﻤﻤﺎ‬
‫ﺴﻭﻑ ﺘﻘﻭﻡ ﺍﻟﺩﺭﺍﺴﺔ ﺒﺎﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﺭﺌﻴﺴﺔ ﺍﻵﺘﻴﺔ‪:‬‬ ‫ﻴﻌﻜﺱ ﺃﻫﻤﻴﺔ ﺍﻟﻨﺘﺎﺌﺞ ﺍﻟﺘﻲ ﺴﺘﺼل ﺇﻟﻴﻬﺎ ﺒﺎﻟﻨﺴﺒﺔ‬
‫ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﺭﺌﻴﺴﺔ ‪ : H0 :‬ﻻ ﻴﻭﺠﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ‬ ‫ﻟﻤﺘﺨﺫﻱ ﺍﻟﻘﺭﺍﺭ ﻓﻲ ﺘﻠﻙ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻓﻬﻲ ﺘﻭﻓﺭ ﻟﻬﻡ‬
‫ﺇﺤﺼﺎﺌﻴﺔ ﻋﻨﺩ ﻤﺴﺘﻭﻯ )‪ (α ≤0.05‬ﻓﻲ ﺍﻟﺘﺒﻨﻲ ﺍﻟﻔﻌﺎل ﻟﺘﻘﻨﻴﺎﺕ‬ ‫ﻤﺅﺸﺭﺍﺕ ﺤﻭل ﺍﻟﺘﻭﻅﻴﻑ ﺍﻟﻔﻌﺎل ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬
‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﺎﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ‪.‬‬
‫ﺍﻟﻤﻜﺭﻤﺔ ﺘﻌﺯﻯ ﻟﻠﻤﺘﻐﻴﺭﺍﺕ ﺍﻵﺘﻴﺔ )ﺍﻟﻘﻁﺎﻉ ﺍﻟﺫﻱ ﺘﻨﺘﻤﻲ ﺇﻟﻴﻪ‬ ‫‪ .5‬ﻜﻤﺎ ﻭﻴﺅﻤل ﺃﻥ ﻴﺴﺘﻔﻴﺩ ﺍﻟﺒﺎﺤﺜﻴﻥ ﻭﺍﻟﺩﺍﺭﺴﻴﻥ ﻓﻲ ﻤﺠﺎل‬
‫ﺍﻟﻤﺴﺘﺸﻔﻰ‪ ،‬ﺍﻟﻤﺩﻴﻨﺔ ﺍﻟﺘﻲ ﺘﻘﻊ ﻓﻴﻬﺎ‪ ،‬ﻨﻭﻉ ﺍﻟﻤﺴﺘﺸﻔﻰ‪ ،‬ﺍﻟﻌﻤﺭ‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﻥ ﻨﺘﺎﺌﺞ ﻫﺫﺍ ﺍﻟﺒﺤﺙ‬
‫ﺍﻟﺯﻤﻨﻲ ﻟﻠﻤﺴﺘﺸﻔﻰ‪ ،‬ﺍﻟﺤﺠﻡ‪ ،‬ﺍﻟﺤﺼﻭل ﻋﻠﻰ ﺍﻻﻋﺘﻤﺎﺩ( ﻤﻥ‬ ‫ﻭﺍﻟﺘﻭﺼﻴﺎﺕ ﻭﺍﻟﻤﻘﺘﺭﺤﺎﺕ ﺍﻟﺘﻲ ﻴﻘﺩﻤﻬﺎ ﺤﻭل ﺩﺭﺍﺴﺎﺕ‬
‫ﻭﺠﻬﺔ ﻨﻅﺭ ﺍﻟﻤﺩﻴﺭ ﺍﻟﻤﻌﻨﻲ ﺒﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻲ ﺘﻠﻙ‬ ‫ﻤﺴﺘﻘﺒﻠﻴﺔ ﺫﺍﺕ ﺃﻫﻤﻴﺔ‪ ،‬ﻭﻜﺫﻟﻙ ﺴﻭﻑ ﻴﻘﺩﻡ ﺇﻁﺎﺭ ﻓﻜﺭﻱ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪.‬‬ ‫ﻴﺴﺎﻫﻡ ﻓﻲ ﺇﺜﺭﺍﺀ ﺍﻟﻤﻜﺘﺒﺔ ﺍﻟﻌﺭﺒﻴﺔ ﺒﺎﻷﺩﺒﻴﺎﺕ ﺍﻟﻤﺘﻌﻠﻘﺔ‬
‫ﺃﺩﺒﻴﺎﺕ ﺍﻟﺩﺭﺍﺴﺔ ‪:‬‬ ‫ﺒﺘﻁﺒﻴﻘﺎﺕ ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻭﺍﻻﺘﺼﺎﻻﺕ ﻓﻲ ﻤﺠﺎل‬
‫ﻤﺎﻫﻴﺔ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ‪:‬‬ ‫ﺇﺩﺍﺭﺓ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪.‬‬
‫ﻨﺘﻴﺠﺔ ﻅﻬﻭﺭ ﻨﻤﻭﺫﺝ ﺍﻷﻋﻤﺎل ﺍﻟﺠﺩﻴﺩ ﺍﻟﻘﺎﺌﻡ ﻋﻠﻰ ﻓﻜﺭﺓ‬ ‫ﺃﻫﺩﺍﻑ ﺍﻟﺩﺭﺍﺴﺔ‪:‬‬
‫ﺘﻜﻭﻴﻥ ﻭﺘﻨﻔﻴﺫ ﺍﻷﻨﺸﻁﺔ ﻤﻥ ﺩﻭﻥ ﺤﺩﻭﺩ ﺘﻨﻅﻴﻤﻴﺔ ﻭﻗﻴﻭﺩ‬ ‫ﻴﻤﻜﻥ ﺇﺠﻤﺎل ﺍﻷﻫﺩﺍﻑ ﺍﻟﺭﺌﻴﺴﺔ ﻟﻠﺩﺭﺍﺴﺔ ﺒﻤﺎ ﻴﺄﺘﻲ‪:‬‬
‫ﺘﻜﻨﻭﻟﻭﺠﻴﺔ‪ ،‬ﻭﺍﻨﺒﺜﺎﻕ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﺨﺒﻴﺭﺓ ﺍﻟﺘﻲ ﺴﺘﻘﻭﻡ ﺒﻨﻘل‬ ‫‪ .1‬ﺘﺸﺨﻴﺹ ﻭﺘﻘﻴﻴﻡ ﺍﻟﻭﻀﻊ ﺍﻟﺭﺍﻫﻥ ﻟﻤﺴﺘﻭﻯ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ‬
‫ﻜﻤﻴﺎﺕ ﻜﺒﻴﺭﺓ ﻭﻫﺎﺌﻠﺔ ﻤﻥ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﻤﺠﻤﻌﺔ ﻭﺍﺴﺘﺜﻤﺎﺭﻫﺎ‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﻔﻌﺎﻟﻴﺔ ﻤﻥ ﻗﺒل ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬
‫ﻟﺨﻠﻕ ﻤﺎ ﻴﺴﻤﻰ)ﺫﻜﺎﺀ ﺍﻷﻋﻤﺎل‪/‬ﺍﻟﺫﻜﺎﺀ ﺍﻟﺘﻨﻅﻴﻤﻲ(‪ ،‬ﻭﺠﺩﺕ‬ ‫ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ‪.‬‬
‫ﺍﻟﻤﻨﻅﻤﺎﺕ ﺃﻨﻔﺴﻬﺎ ﺃﻤﺎﻡ ﺘﺤﻭل ﻜﺒﻴﺭ ﻓﻲ ﻋﺎﻟﻡ ﺍﻷﻋﻤﺎل‪ ،‬ﻫﺫﺍ‬ ‫‪ .2‬ﺍﻟﻜﺸﻑ ﻋﻥ ﺍﻟﻤﺘﻐﻴﺭﺍﺕ ﺍﻟﺘﻲ ﺘﻌﻜﺱ ﺍﻟﺘﻔﺎﻭﺕ ﻓﻲ ﺘﺒﻨﻲ‬
‫ﺍﻟﺘﺤﻭل ﺃﺩﻯ ﺇﻟﻰ ﺍﻻﺴﺘﺨﺩﺍﻡ ﺍﻟﻤﻜﺜﻑ ﻟﺘﻘﻨﻴﺔ ﺍﻟﻌﻤل ﺒﺎﻹﻨﺘﺭﻨﺕ‬ ‫ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﻔﻌﺎﻟﻴﺔ ﻤﻥ ﻗﺒل‬
‫ﻭﺍﻟﺸﺒﻜﺔ ﺍﻟﻌﻨﻜﺒﻭﺘﻴﺔ ﺍﻟﻌﺎﻟﻤﻴﺔ‪ ،‬ﺃﻭ ﺍﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ ﺍﻟﺸﺒﻜﺎﺕ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ‪.‬‬
‫ﺍﻻﻟﻜﺘﺭﻭﻨﻴﺔ ﻹﺩﺍﺭﺓ ﺍﻷﻋﻤﺎل‪.‬‬ ‫‪ .3‬ﺍﻟﻜﺸﻑ ﻋﻥ ﻤﺤﺩﺩﺍﺕ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬
‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻫﻲ ﻋﺒﺎﺭﺓ ﻋﻥ ﺘﻜﺎﻤل ﻭﺘﺭﺍﺒﻁ ﺃﻋﻤﺎل‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﻥ ﻗﺒل ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ‬
‫ﺍﻟﻤﻨﻅﻤﺔ ﺒﻤﺎ ﻓﻲ ﺫﻟﻙ ﺍﻟﻤﻨﺘﺠﺎﺕ ﻭﺍﻟﺨﺩﻤﺎﺕ ﻭﺍﻹﺠﺭﺍﺀﺍﺕ ﻤﻥ‬ ‫ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ‪.‬‬
‫ﺨﻼل ﺸﺒﻜﺔ ﺍﻻﻨﺘﺭﻨﺕ ﺒﺤﻴﺙ ﺘﺴﺘﻁﻴﻊ ﺍﻟﻤﻨﻅﻤﺔ ﺇﺩﺍﺭﺓ ﺃﻋﻤﺎﻟﻬﺎ‬ ‫‪ .4‬ﺘﻘﺩﻴﻡ ﺇﻁﺎﺭ ﻨﻅﺭﻱ ﻭﺘﻭﺼﻴﺎﺕ ﻋﻠﻤﻴﺔ ﺘﺴﺎﻫﻡ ﻓﻲ ﺭﻓﺩ‬
‫ﺍﻟﺘﺠﺎﺭﻴﺔ ﻭﺍﻹﺩﺍﺭﻴﺔ ﻤﻥ ﺨﻼل ﺍﻟﻤﻭﻗﻊ ﺍﻹﻟﻜﺘﺭﻭﻨﻲ ‪(Turban,‬‬ ‫ﺍﻟﻤﻜﺘﺒﺔ ﺍﻟﻌﺭﺒﻴﺔ ﺒﺎﻷﺩﺒﻴﺎﺕ ﺍﻟﺠﺩﻴﺩﺓ ﻓﻲ ﻤﺠﺎل ﺍﻷﻋﻤﺎل‬
‫)‪and et al,2010‬‬ ‫ﺍﻻﻟﻜﺘﺭﻭﻨﻴﺔ ﻭﻤﺤﺩﺩﺍﺕ ﺘﻭﻅﻴﻔﻬﺎ ﻓﻲ ﺇﺩﺍﺭﺓ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪.‬‬
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‫‪ .2‬ﺘﺤﻘﻴﻕ ﺍﻟﻤﻴﺯﺓ ﺍﻟﺘﻨﺎﻓﺴﻴﺔ ‪ :‬ﺤﻴﺙ ﺘﺴﻤﺢ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬ ‫ﻜﻤﺎ ﺃﻨﻬﺎ ﺘﺤﻘﻕ ﺍﻟﺭﺒﻁ ﺒﻴﻥ ﻋﻨﺎﺼﺭ ﺍﻟﺒﻴﺌﺔ ﺍﻟﺩﺍﺨﻠﻴﺔ‬
‫ﺍﻻﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﺎﻟﺘﺸﺎﺭﻙ ﻓﻲ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺒﻴﻥ ﺍﻟﻤﻨﻅﻤﺎﺕ‬ ‫ﻭﺍﻟﺨﺎﺭﺠﻴﺔ ﻟﻠﻤﻨﻅﻤﺔ ﺒﻐﺽ ﺍﻟﻨﻅﺭ ﻋﻥ ﺍﻟﺘﻭﺍﺠﺩ ﺍﻟﺠﻐﺭﺍﻓﻲ‪،‬‬
‫ﻭﺸﺭﻜﺎﺀ ﺍﻟﻌﻤل ﻤﻥ ﻤﺯﻭﺩﻴﻥ ﻭﺒﺎﺌﻌﻴﻥ‪ ،‬ﻭﺘﺴﺎﻋﺩ ﻫﺫﻩ‬ ‫ﺤﻴﺙ ﺇﻥ ﺠﻤﻴﻊ ﺍﻟﻤﻭﻅﻔﻴﻥ ﻭﺍﻟﻌﻤﻼﺀ ﻭﺍﻟﻤﺯﻭﺩﻴﻥ ﻭﺍﻟﻤﻼﻙ‬
‫ﺍﻟﺘﻘﻨﻴﺎﺕ ﻓﻲ ﺘﺨﻁﻴﻁ ﻭﺇﺩﺍﺭﺓ ﻋﻤﻠﻴﺎﺕ ﺍﻟﻁﻠﺏ ﻭﺍﻟﻌﺭﺽ‪،‬‬ ‫ﻭﻏﻴﺭﻫﻡ ﻴﻤﻜﻥ ﺭﺒﻁﻬﻡ ﺒﺈﺩﺍﺭﺓ ﺍﻟﻤﻨﻅﻤﺔ ﻤﻥ ﺨﻼل ﺘﻘﻨﻴﺎﺕ‬
‫ﻜﻤﺎ ﺃﻨﻬﺎ ﺘﺴﻤﺢ ﻟﻠﻤﻨﻅﻤﺎﺕ ﺒﺈﺩﺍﺭﺓ ﺃﻋﻤﺎﻟﻬﺎ ﻓﻲ ﺃﻱ ﻭﻗﺕ‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﻐﺽ ﺍﻟﻨﻅﺭ ﻋﻥ ﺍﺘﺴﺎﻉ ﺤﺠﻡ ﺍﻟﻤﻨﻅﻤﺔ‬
‫ﻭﻤﻥ ﺃﻱ ﻤﻜﺎﻥ‪،‬ﺤﻴﺙ ﻴﻤﻜﻥ ﺍﻻﺘﺼﺎل ﺒﺎﻟﺒﺎﺌﻌﻴﻥ ﻋﺒﺭ ﺍﻟﻭﻴﺏ‬ ‫)‪(Lin and Lin, 2008‬‬
‫ﺒﻐﺽ ﺍﻟﻨﻅﺭ ﻋﻥ ﻤﻭﻗﻌﻬﻡ ﺍﻟﺠﻐﺭﺍﻓﻲ‪.‬‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺘﺴﺘﻨﺩ ﻋﻠﻰ ﺘﻘﻨﻴﺔ ﺸﺒﻜﺔ ﺍﻹﻨﺘﺭﻨﺕ ﻓﻴﻤﺎ‬
‫‪ .3‬ﺘﻭﻓﻴﺭ ﺃﺩﺍﺓ ﺇﺩﺍﺭﻴﺔ ﻗﻭﻴﺔ ﻹﺩﺍﺭﺓ ﺴﻼﺴل ﺍﻟﺘﻭﺭﻴﺩ ‪ :‬ﻓﻬﻲ‬ ‫ﻴﺨﺹ ﺘﻭﺠﻴﻪ ﻭﺘﻨﺴﻴﻕ ﺍﻷﻋﻤﺎل ﺇﻟﻜﺘﺭﻭﻨﻴﹰﺎ ﺩﺍﺨل ﺍﻟﻤﻨﻅﻤﺔ‪،‬‬
‫ﺘﺴﺎﻋﺩ ﻓﻲ ﺘﻘﺩﻴﻡ ﺃﻓﻀل ﺨﺩﻤﺔ ﻟﻠﻌﻤﻴل‪ ،‬ﻜﻤﺎ ﺃﻨﻬﺎ ﺘﺴﺎﻋﺩ ﻓﻲ‬ ‫ﻭﻋﻠﻰ ﺸﺒﻜﺔ ﺍﻹﻜﺴﺘﺭﺍﻨﺕ ﻓﻲ ﻤﺠﺎﻻﺕ ﺭﺌﻴﺴﻴﺔ ﻤﺤﺩﺩﺓ ﺃﻫﻤﻬﺎ‬
‫ﺨﻔﺽ ﻜﻠﻑ ﺍﻹﻨﺘﺎﺝ ﻭﺍﻟﺘﻭﺯﻴﻊ ﻟﻠﺴﻠﻊ ﻭﺍﻟﺨﺩﻤﺎﺕ ‪.‬‬ ‫ﺇﺩﺍﺭﺓ ﺴﻠﺴﻠﺔ ﺍﻟﺘﻭﺭﻴﺩ ﻭﺨﻠﻕ ﻨﻭﻉ ﻤﻥ ﺍﻟﺘﻨﺴﻴﻕ ﺒﻴﻥ ﺍﻟﻤﻨﻅﻤﺔ‬
‫‪ .4‬ﺘﺤﻘﻴﻕ ﺍﻟﺘﻜﺎﻤﻠﻴﺔ ﺒﻴﻥ ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ‪ :‬ﻤﻥ ﺃﻫﻡ ﺍﻟﻔﻭﺍﺌﺩ‬ ‫ﻭﺍﻟﻤﺴﺘﻔﻴﺩﻴﻥ ﻓﻲ ﺍﻟﺨﺎﺭﺝ‪ ،‬ﻭﺘﺨﻁﻴﻁ ﻤﻭﺍﺭﺩ ﺍﻟﻤﻨﻅﻤﺔ‪ ،‬ﺒﺤﻴﺙ ﻴﺘﻡ‬
‫ﺍﻟﺘﻲ ﺘﺤﻘﻘﻬﺎ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺍﻻﺭﺘﺒﺎﻁﻴﺔ‬ ‫ﺇﺘﺎﺤﺔ ﻭﺍﺴﺘﺨﺩﺍﻡ ﺍﻟﺸﺒﻜﺔ ﺍﻟﻌﻨﻜﺒﻭﺘﻴﺔ ﻟﻐﺭﺽ ﺘﺤﺴﻴﻥ ﺃﺩﺍﺀ‬
‫ﻭﺍﻟﺘﻔﺎﻋﻠﻴﺔ ﺒﻴﻥ ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻟﻤﻨﻅﻤﺔ‬ ‫ﻤﻨﻅﻤﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻟﻘﺎﺌﻤﺔ ﺃﻭ ﺇﻨﺸﺎﺀ ﻤﻨﻅﻤﺎﺕ ﺍﻓﺘﺭﺍﻀﻴﺔ ﺠﺩﻴﺩﺓ‪.‬‬
‫ﺍﻟﻭﺍﺤﺩﺓ ﺃﻭ ﻤﻊ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻷﺨﺭﻯ ﻭﺫﻟﻙ ﻤﻥ ﺨﻼل‬ ‫)‪(Tavana,2012‬‬
‫ﺘﺴﻬﻴل ﺍﻨﺴﻴﺎﺏ ﺍﻟﺒﻴﺎﻨﺎﺕ ﺒﻴﻥ ﺃﻨﻅﻤﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﻤﺭﺘﺒﻁﺔ‪.‬‬ ‫ﻤﻔﻬﻭﻡ ﺍﻷﻋﻤﺎل ﺍﻻﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﻔﻬﻭﻡ ﻭﺍﺴﻊ ﻴﺘﻌﺩﻯ ﺤﺩﻭﺩ‬
‫‪ .5‬ﺍﻟﺘﻐﻴﻴﺭ ﺍﻟﺘﻨﻅﻴﻤﻲ ﻭﺘﺤﺴﻴﻥ ﺍﻹﺠﺭﺍﺀﺍﺕ‪ :‬ﻨﺘﻴﺠﺔ ﻟﺘﻭﻅﻴﻑ‬ ‫ﺍﻟﺒﻴﻊ ﻭﺍﻟﺸﺭﺍﺀ ﻋﺒﺭ ﺍﻻﻨﺘﺭﻨﺕ ﻭﻜﺫﻟﻙ ﻴﺘﻌﺩﻯ ﺤﺩﻭﺩ ﺃﻨﺸﻁﺔ‬
‫ﺤﻠﻭل ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺴﻭﻑ ﺘﻘﻭﻡ ﺇﺩﺍﺭﺓ ﺘﻘﻨﻴﺔ‬ ‫ﺍﻟﺒﻴﺌﺔ ﺍﻟﺩﺍﺨﻠﻴﺔ ﻟﻠﻤﻨﺸﺄﺓ ﻤﻥ ﻤﺨﺯﻭﻥ ﻭﺇﻨﺘﺎﺝ ﻭﻤﻭﺍﺭﺩ ﺒﺸﺭﻴﺔ‬
‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺒﻘﻴﺎﺩﺓ ﺍﻟﺘﻐﻴﻴﺭ ﺍﻟﺘﻨﻅﻴﻤﻲ ﻓﻲ ﺍﻟﻤﻨﻅﻤﺔ ﻭﺘﻐﻴﺭ‬ ‫ﻭﻤﺤﺎﺴﺒﺔ ﻟﻴﺸﻤل ﺍﻷﻨﺸﻁﺔ ﻤﻊ ﺍﻟﺒﻴﺌﺔ ﺍﻟﺨﺎﺭﺠﻴﺔ ﻤﺜل ﺍﻟﻌﻼﻗﺔ ﻤﻊ‬
‫ﺜﻘﺎﻓﺘﻬﺎ‪ ،‬ﻭﺫﻟﻙ ﻷﻥ ﺜﻘﺎﻓﺔ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺘﺨﺘﻠﻑ ﻜﻠﻴﺎﹰ‬ ‫ﺍﻟﻤﻭﺭﺩﻴﻥ ﻭﺍﻟﻌﻼﻗﺔ ﻤﻊ ﺍﻟﻌﻤﻼﺀ ﺒﺎﻹﻀﺎﻓﺔ ﺇﻟﻰ ﺍﻟﻌﻼﻗﺔ ﻤﻊ‬
‫ﻋﻥ ﺍﻟﻨﻤﻭﺫﺝ ﺍﻟﺘﻘﻠﻴﺩﻱ ﻟﻸﻋﻤﺎل‪ ،‬ﺴﻴﺘﻀﻤﻥ ﺍﻟﺘﻐﻴﻴﺭ‬ ‫ﺍﻟﻤﻨﺎﻓﺴﻴﻥ‪(Johnston and et al, 2007) .‬‬
‫ﺍﻟﺘﻨﻅﻴﻤﻲ ﺍﻟﺫﻱ ﻴﺭﺍﻓﻕ ﺘﻭﻅﻴﻑ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ‪:‬‬ ‫ﺍﻟﻔﻭﺍﺌﺩ ﺍﻟﺘﻲ ﺘﺤﻘﻘﻬﺎ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻟﻠﻤﻨﻅﻤﺎﺕ‪:‬‬
‫ﺘﺤﺴﻴﻥ ﻋﻤﻠﻴﺎﺕ ﺍﻟﻤﻨﻅﻤﺔ‪ ،‬ﺍﻟﻬﻴﻜل ﺍﻟﺘﻨﻅﻴﻤﻲ‪ ،‬ﻭﻤﻤﺎﺭﺴﺎﺕ‬ ‫ﺘﻌﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻻﻟﻜﺘﺭﻭﻨﻴﺔ ﻭﺍﺤﺩﺓ ﻤﻥ ﺍﻟﻔﺭﺹ ﺍﻟﻬﺎﻤﺔ‬
‫ﺍﻟﻌﻤل‪ ،‬ﺘﻤﻜﻴﻥ ﺍﻟﻌﺎﻤﻠﻴﻥ‪ ،‬ﺇﻋﺎﺩﺓ ﻫﻨﺩﺴﺔ ﺇﺠﺭﺍﺀﺍﺕ ﺍﻟﻌﻤل‬ ‫ﺍﻟﺘﻲ ﻭﻓﺭﺘﻬﺎ ﺘﻘﻨﻴﺔ ﺍﻟﺤﻭﺴﺒﺔ ﻟﻠﻤﻨﻅﻤﺎﺕ ﻓﻲ ﺍﻟﺴﻨﻭﺍﺕ ﺍﻷﺨﻴﺭﺓ‪،‬‬
‫ﻟﻠﺘﻭﺍﻓﻕ ﻤﻊ ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ‪..‬ﻭﻏﻴﺭﻫﺎ‪Chu and ) .‬‬ ‫ﺤﻴﺙ ﻤﻜﹼﻨﺕ ﺍﻟﻤﻨﻅﻤﺎﺕ ﻟﺘﺼﺒﺢ ﺃﻜﺜﺭ ﻜﻔﺎﺀﺓ ﻭﺫﻟﻙ ﻤﻥ ﺨﻼل‬
‫‪(Smithson ,2007‬‬ ‫ﺘﻭﻓﻴﺭ ﺍﻟﻤﺯﺍﻴﺎ ﻭﺍﻟﻔﻭﺍﺌﺩ ﺍﻵﺘﻴﺔ‪(Beheshti et al, 2008) :‬‬
‫ﺍﻟﺘﺤﺩﻴﺎﺕ ﺍﻟﺘﻲ ﺘﻭﺍﺠﻪ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫)‪(Ang and Husain,2012‬‬
‫ﻓﻲ ﺍﻟﻤﻨﻅﻤﺎﺕ‪:‬‬ ‫‪ .1‬ﺘﺤﺴﻴﻥ ﺍﻟﻌﻼﻗﺔ ﻤﻊ ﺸﺭﻜﺎﺀ ﺍﻟﻌﻤل ‪ :‬ﺘﻭﺍﻓﺭ ﺘﻘﻨﻴﺎﺕ‬
‫ﺃﺸﺎﺭﺕ ﺒﻌﺽ ﺍﻟﺩﺭﺍﺴﺎﺕ ﺇﻟﻰ ﺒﺭﻭﺯ ﺒﻌﺽ ﺍﻟﻤﺨﺎﻭﻑ ﺠﺭﺍﺀ‬ ‫ﺍﻷﻋﻤﺎل ﺍﻻﻟﻜﺘﺭﻭﻨﻴﺔ ﺇﻤﻜﺎﻨﻴﺔ ﺍﻻﺘﺼﺎل ﺒﺎﻟﻌﻤﻼﺀ‬
‫ﺘﻭﻅﻴﻑ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻟﻤﻨﻅﻤﺎﺕ ﻭﻤﻥ‬ ‫ﻭﺍﻟﻤﺯﻭﺩﻴﻥ ﻭﺍﻟﻤﻭﻅﻔﻴﻥ ﻭﺸﺭﻜﺎﺀ ﺍﻟﻌﻤل ﻤﻥ ﺨﻼل ﺸﺒﻜﺔ‬
‫ﺃﻫﻤﻬﺎ ‪(Ang and Husain,2012) :‬‬ ‫ﺍﻻﻨﺘﺭﻨﺕ ﻭﺍﻻﻨﺘﺭﺍﻨﺕ ﻭﺍﻻﻜﺴﺘﺭﺍﻨﺕ‪ ،‬ﺤﻴﺙ ﻴﺴﺎﻋﺩ ﻫﺫﺍ‬
‫‪ .1‬ﺍﻟﻤﺴﺎﺌل ﺍﻷﻤﻨﻴﺔ‪ :‬ﺤﻴﺙ ﺘﻌﺩ ﻤﻥ ﻤﺤﺩﺩﺍﺕ ﺘﺒﺎﺩل ﺍﻟﺒﻴﺎﻨﺎﺕ‬ ‫ﺍﻻﺘﺼﺎل ﺍﻟﻤﺒﺎﺸﺭ ﺍﻟﻤﻨﻅﻤﺔ ﻓﻲ ﺍﻻﺴﺘﺠﺎﺒﺔ ﺍﻟﺴﺭﻴﻌﺔ‬
‫ﺇﻟﻜﺘﺭﻭﻨﻴﺎ‪ ،‬ﺨﺎﺼﺔ ﺇﺫﺍ ﻜﺎﻨﺕ ﻗﻴﻤﺔ ﻫﺫﻩ ﺍﻟﺒﻴﺎﻨﺎﺕ ﻤﺭﺘﻔﻌﺔ‬
‫ﹰ‬ ‫ﻟﺤﺎﺠﺎﺕ ﺍﻟﻌﻤﻼﺀ ﻭﺇﻗﺎﻤﺔ ﻋﻼﻗﺔ ﻁﻴﺒﺔ ﻤﻌﻬﻡ‪ ،‬ﻭﻜﺫﻟﻙ ﻤﻊ‬
‫ﻤﺜل ﺒﻴﺎﻨﺎﺕ ﺍﻟﺯﺒﺎﺌﻥ ﺍﻟﻤﺘﻌﻠﻘﺔ ﺒﺒﻁﺎﻗﺎﺕ ﺍﻻﺌﺘﻤﺎﻥ‬ ‫ﺍﻟﻤﻭﺭﺩﻴﻥ ﻤﻤﺎ ﻴﺅﺩﻱ ﺇﻟﻰ ﺘﺤﻔﻴﺯ ﺍﻟﻤﻭﺭﺩﻴﻥ ﻟﻠﻭﻓﺎﺀ‬
‫ﻭﺍﻟﺤﺴﺎﺒﺎﺕ ﺍﻟﺒﻨﻜﻴﺔ ﻭﻏﻴﺭﻫﺎ‪ ،‬ﻭﻫﺫﺍ ﻴﺘﻁﻠﺏ ﺍﺘﺨﺎﺫ ﺘﺩﺍﺒﻴﺭ‬ ‫ﺒﺎﻟﺘﺯﺍﻤﺎﺘﻬﻡ ﺘﺠﺎﻩ ﺍﻟﻤﻨﻅﻤﺔ ﻭﺘﻭﺭﻴﺩ ﻁﻠﺒﺎﺘﻬﺎ ﻓﻲ ﺃﺴﺭﻉ‬
‫ﺃﻤﻨﻴﺔ ﻤﻨﺎﺴﺒﺔ ﺘﻀﻤﻥ ﺍﻟﻤﺤﺎﻓﻅﺔ ﻋﻠﻰ ﺴﺭﻴﺔ ﺍﻟﺒﻴﺎﻨﺎﺕ‬ ‫ﻭﻗﺕ‪ ،‬ﻭﻫﺫﺍ ﻴﻘﻠل ﻤﻥ ﻜﻠﻔﺔ ﺍﻟﻤﺨﺯﻭﻥ ‪.‬‬
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‫ﺍﻟﻤﺠﻠﺩ ‪ ،10‬ﺍﻟﻌﺩﺩ ‪2014 ،4‬‬
‫ﹼ‬ ‫ا‪ ‬ا‪‬رد‪  ‬إدارة ا‪‬ل‪،‬‬
‫ﺍﻹﺴﺘﺭﺍﺘﻴﺠﻴﺔ‪(Lin and et al, 2010) .‬‬ ‫ﻭﺍﺤﺘﺭﺍﻡ ﺨﺼﻭﺼﻴﺔ ﺍﻟﻤﺘﻌﺎﻤﻠﻴﻥ ﻭﺍﻟﻤﺤﺎﻓﻅﺔ ﻋﻠﻰ ﺤﻘﻭﻗﻬﻡ‪.‬‬
‫ﻭﻤﻥ ﻨﺎﺤﻴﺔ ﺃﺨﺭﻯ‪ ،‬ﻨﺠﺩ ﺃﻥ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ ﺴﻭﺍﺀ‬ ‫‪ .2‬ﻜﻠﻔﺔ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ‪ :‬ﺘﺒﻘﻰ ﻤﺴﺄﻟﺔ ﺍﻟﻜﻠﻔﺔ‬
‫ﻜﺎﻨﺕ ﻓﻲ ﺍﻟﻘﻁﺎﻉ ﺍﻟﻌﺎﻡ ﺃﻭ ﻓﻲ ﺍﻟﻘﻁﺎﻉ ﺍﻟﺨﺎﺹ‪ ،‬ﺘﻌﻤل ﻓﻲ ﺒﻴﺌﺔ‬ ‫ﺍﻟﺘﻲ ﺘﺘﺤﻤﻠﻬﺎ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺠﺭﺍﺀ ﺘﻭﻅﻴﻑ ﺤﻠﻭل ﺍﻷﻋﻤﺎل‬
‫ﺘﻨﺎﻓﺴﻴﺔ ﻗﻭﻴﺔ ﻭﺴﺭﻴﻌﺔ ﺍﻟﺘﻁﻭﺭ‪ ،‬ﺘﻔﺭﺽ ﻋﻠﻴﻬﺎ ﺘﺤﻘﻴﻕ ﺍﻟﺘﻭﺍﻓﻕ‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﺼﺩﺭ ﻗﻠﻕ ﻟﺘﻠﻙ ﺍﻟﻤﻨﻅﻤﺎﺕ ﻭﻤﻼﻜﻬﺎ‪ ،‬ﺨﺎﺼﺔ‬
‫ﺒﻴﻥ ﺇﻤﻜﺎﻨﻴﺎﺘﻬﺎ ﻭﻗﺩﺭﺍﺘﻬﺎ ﻭﺒﻴﻥ ﻤﺎ ﺘﻔﺭﻀﻪ ﻫﺫﻩ ﺍﻟﺒﻴﺌﺔ ﻤﻥ‬ ‫ﺇﺫﺍ ﻜﺎﻨﺕ ﺍﻟﻌﻭﺍﺌﺩ ﺍﻟﺘﻲ ﺘﺘﺭﺘﺏ ﻋﻠﻰ ﺘﻭﻅﻴﻑ ﻫﺫﻩ ﺍﻟﺤﻠﻭل‬
‫ﺘﻐﻴﺭﺍﺕ ﺨﺎﺼﺔ ﻓﻲ ﺍﺤﺘﻴﺎﺠﺎﺕ ﺍﻟﺯﺒﺎﺌﻥ )ﺍﻟﻤﺭﻀﻰ( ﻤﻥ‬ ‫ﻏﻴﺭ ﻭﺍﻀﺤﺔ ﺒﺎﻟﻨﺴﺒﺔ ﻟﻬﻡ‪ ،‬ﻭﻫﺫﺍ ﻴﺘﻭﻗﻑ ﻋﻠﻰ ﻗﺩﺭﺓ‬
‫ﺍﻟﺨﺩﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‪ ،‬ﻤﻤﺎ ﻴﺠﻌﻠﻬﺎ ﺘﻭﺍﺠﻪ ﺍﻟﻜﺜﻴﺭ ﻤﻥ ﺍﻟﺘﺤﺩﻴﺎﺕ‬ ‫ﺍﻟﻤﻨﻅﻤﺔ ﻓﻲ ﺘﺤﻘﻴﻕ ﺍﻟﺘﻁﺒﻴﻕ ﺍﻟﻨﺎﺠﺢ ﻟﺘﻠﻙ ﺍﻟﺤﻠﻭل ﻭﺘﻭﻓﻴﺭ‬
‫ﻤﻥ ﺃﺠل ﺘﺤﻘﻴﻕ ﺍﻟﺘﻤﻴﺯ ﺍﻟﺘﻨﺎﻓﺴﻲ‪ ،‬ﻭﻤﻥ ﺒﻴﻥ ﻫﺫﻩ ﺍﻟﺘﺤﺩﻴﺎﺕ‬ ‫ﻋﻭﺍﻤل ﺍﻟﻨﺠﺎﺡ ﻭﺍﻟﺘﻘﻠﻴل ﻤﻥ ﺍﻟﻌﻘﺒﺎﺕ ﻭﻋﻭﺍﻤل ﺍﻟﻔﺸل ﺍﻟﺘﻲ‬
‫ﺍﻻﺴﺘﺜﻤﺎﺭ ﻓﻲ ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻜﻤﺩﺨل ﻟﺘﺤﺴﻴﻥ ﺍﻟﺨﺩﻤﺎﺕ‬ ‫ﺘﻭﺍﺠﻪ ﺘﻁﻭﻴﺭ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪ ،‬ﺒﺤﻴﺙ ﺘﺘﺤﻭل‬
‫ﺍﻟﻤﻘﺩﻤﺔ ﻭﺘﺤﺴﻴﻥ ﻋﻤﻠﻴﺎﺕ ﺍﻟﻤﻨﻅﻤﺔ ﻭﻭﻅﺎﺌﻔﻬﺎ ﺍﻟﻤﺨﺘﻠﻔﺔ‪ ،‬ﻭﻜﺫﻟﻙ‬ ‫ﺍﻟﻜﻠﻑ ﺍﻟﻤﺘﺭﺘﺒﺔ ﻋﻠﻰ ﺘﻭﻅﻴﻑ ﻫﺫﻩ ﺍﻟﻨﻅﻡ ﺇﻟﻰ ﺍﺴﺘﺜﻤﺎﺭ‬
‫ﺘﺴﻌﻰ ﻫﺫﻩ ﺍﻟﻤﻨﻅﻤﺎﺕ ﻤﻥ ﺨﻼل ﺘﻭﻅﻴﻑ ﺘﻁﺒﻴﻘﺎﺕ ﺘﻘﻨﻴﺔ‬ ‫ﻁﻭﻴل ﺍﻷﺠل ﺴﻭﻑ ﻴﺤﻘﻕ ﺍﻟﻜﺜﻴﺭ ﻤﻥ ﺍﻟﻌﻭﺍﺌﺩ ﻤﻥ ﺨﻼل‬
‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻭﺍﻻﺘﺼﺎﻻﺕ ﺇﻟﻰ ﺨﻔﺽ ﺘﻜﺎﻟﻴﻑ ﺍﻹﻨﺘﺎﺝ ﻭﺯﻴﺎﺩﺓ‬ ‫ﺨﻔﺽ ﻜﻠﻑ ﺍﻹﻨﺘﺎﺝ ﻭﺍﻟﺘﻭﺯﻴﻊ ﻭﺯﻴﺎﺩﺓ ﺍﻟﺤﺼﺔ ﺍﻟﺴﻭﻗﻴﺔ‬
‫ﺍﻟﺭﺒﺤﻴﺔ ﺒﺎﻟﻨﺴﺒﺔ ﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﻘﻁﺎﻉ ﺍﻟﺨﺎﺹ‪Mikalef and ) .‬‬ ‫ﻭﺯﻴﺎﺩﺓ ﺍﻟﺭﺒﺤﻴﺔ ‪Kaewkitipong and ) .‬‬
‫‪(Batenburg,2011‬‬ ‫‪(Brown,2008‬‬
‫ﻟﺫﻟﻙ ﻴﻨﺒﻐﻲ ﻋﻠﻰ ﻫﺫﻩ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻻﺴﺘﻔﺎﺩﺓ ﻤﻥ ﺤﻠﻭل‬ ‫‪ .3‬ﻀﻌﻑ ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻟﻼﺘﺼﺎﻻﺕ ﻭﺍﻟﺸﺒﻜﺎﺕ‪ :‬ﺃﻥ ﺘﻘﻨﻴﺎﺕ‬
‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﺎﻟﺸﻜل ﺍﻟﺫﻱ ﻴﺨﺩﻡ ﻜل ﺃﻨﺸﻁﺘﻬﺎ ﺍﻟﻔﻨﻴﺔ‬ ‫ﺍﻷﻋﻤﺎل ﺍﻻﻟﻜﺘﺭﻭﻨﻴﺔ ﺘﺤﺘﺎﺝ ﻟﺸﺒﻜﺔ ﺍﻨﺘﺭﻨﺕ ﺫﺍﺕ ﻤﻭﺜﻭﻗﻴﺔ‬
‫ﻭﺍﻹﺩﺍﺭﻴﺔ‪ ،‬ﺒﻤﺎ ﻴﻀﻤﻥ ﻟﻠﻤﺅﺴﺴﺔ ﺍﻟﻁﺒﻴﺔ ﺍﻻﺴﺘﻐﻼل ﺍﻷﻤﺜل‬ ‫ﻭﻜﻔﺎﺀﺓ ﻋﺎﻟﻴﺔ ﻭﺫﻟﻙ ﻟﻀﺨﺎﻤﺔ ﺍﻟﺘﻌﺎﻤﻼﺕ ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺍﻟﺘﻲ‬
‫ﻟﻤﻭﺍﺭﺩﻫﺎ‪ ،‬ﻭﺘﺤﺴﻴﻥ ﻋﻤﻠﻴﺎﺘﻬﺎ‪ ،‬ﻭﻻ ﻴﻌﺘﻤﺩ ﻨﺠﺎﺡ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ‬ ‫ﺘﺘﻡ ﻓﻲ ﺒﻴﺌﺔ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪ ،‬ﻟﺫﻟﻙ ﻓﺈﻥ ﺃﻱ ﻀﻌﻑ‬
‫ﻋﻠﻰ ﺍﻻﺨﺘﻴﺎﺭ ﺍﻟﺩﻗﻴﻕ ﻟﻠﻤﻌﺩﺍﺕ ﻭﺍﻟﺒﺭﻤﺠﻴﺎﺕ ﺍﻟﺨﺎﺼﺔ ﺒﺘﺨﺯﻴﻥ‬ ‫ﺃﻭ ﻓﺸل ﻓﻲ ﻜﻔﺎﺀﺓ ﺸﺒﻜﺔ ﺍﻻﺘﺼﺎل ﺴﻭﺍﺀ ﺍﻟﻤﺤﻠﻴﺔ ﺃﻭ ﺸﺒﻜﺔ‬
‫ﻭﻤﻌﺎﻟﺠﺔ ﻭﺍﺴﺘﻌﺎﺩﺓ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﺤﺴﺏ‪ ،‬ﻭﺇﻨﻤﺎ ﻴﻌﺘﻤﺩ ﻨﺠﺎﺤﻬﺎ‬ ‫ﺍﻻﻨﺘﺭﻨﺕ ﺴﻭﻑ ﻴﺅﺩﻱ ﺇﻟﻰ ﺘﻌﻁﻴل ﺍﻷﻋﻤﺎل ﻭﺒﺎﻵﺘﻲ ﺯﻴﺎﺩﺓ‬
‫ﺒﺸﻜل ﺃﻜﺒﺭ ﻋﻠﻰ ﻤﺩﻯ ﻤﻼﺌﻤﺘﻬﺎ ﻟﻤﺨﺘﻠﻑ ﺍﻟﻤﺴﺘﺨﺩﻤﻴﻥ ﻤﻘﺩﻤﻲ‬ ‫ﺍﻟﺘﻜﺎﻟﻴﻑ ﺒﺩﻻﹰ ﻤﻥ ﺨﻔﻀﻬﺎ‪ ،‬ﻟﺫﻟﻙ ﻻﺒﺩ ﻤﻥ ﺍﻻﻨﺘﺒﺎﻩ ﺇﻟﻰ‬
‫ﺨﺩﻤﺎﺕ ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﻤﻥ ﺃﻁﺒﺎﺀ ﻭﺘﻤﺭﻴﺽ ﻭﻓﻨﻴﻴﻥ ﻭﻜﺫﻟﻙ‬ ‫ﻤﺴﺄﻟﺔ ﻜﻔﺎﺀﺓ ﺸﺒﻜﺔ ﺍﻻﺘﺼﺎل ﺨﺎﺼﺔ ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺎﻟﺤﺩﺍﺜﺔ‬
‫ﺍﻹﺩﺍﺭﻴﻴﻥ‪ ،‬ﺤﻴﺙ ﺘﺨﺘﻠﻑ ﺭﺅﻴﺔ ﻭﺃﻭﻟﻭﻴﺎﺕ ﻜل ﻓﺌﺔ ﻤﻥ ﻫﺫﻩ‬ ‫ﻭﻋﺭﺽ ﺍﻟﻨﻁﺎﻕ ﻭﺃﺨﺫﻫﺎ ﺒﻌﻴﻥ ﺍﻻﻋﺘﺒﺎﺭ ﻋﻨﺩ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ‬
‫ﺍﻟﻔﺌﺎﺕ ﻭﺘﺨﺘﻠﻑ ﺍﺤﺘﻴﺎﺠﺎﺘﻬﻡ ﻟﻠﻤﻌﻠﻭﻤﺎﺕ ﻭﻜﻴﻔﻴﺔ ﺍﺴﺘﻔﺎﺩﺓ ﻜل‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﺸﻜل ﻴﻀﻤﻥ ﺍﻟﺘﻭﺍﻓﻕ ﻭﺍﻟﻤﻭﺜﻭﻗﻴﺔ‪.‬‬
‫ﻤﻨﻬﻡ ﻤﻥ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ )‪(Cullen and Taylor, 2009‬‬ ‫)‪(Lin and Lin,2008‬‬
‫ﻭﻤﻥ ﺍﻟﻔﻭﺍﺌﺩ ﺍﻟﺘﻲ ﺘﻌﻭﺩ ﻋﻠﻰ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ ﺠﺭﺍﺀ‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‪:‬‬
‫ﺘﻭﻅﻴﻑ ﺤﻠﻭل ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪ ،‬ﺇﻤﻜﺎﻨﻴﺔ ﺍﻟﻭﺼﻭل ﺇﻟﻰ‬ ‫ﻻ ﺘﺨﺘﻠﻑ ﻁﺒﻴﻌﺔ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻟﻤﻨﻅﻤﺎﺕ‬
‫ﺍﻟﻤﺯﻭﺩﻴﻥ ﺒﻐﺽ ﺍﻟﻨﻅﺭ ﻋﻥ ﺃﻤﺎﻜﻥ ﺘﻭﺍﺠﺩﻫﻡ‪ ،‬ﺨﻔﺽ ﺘﻜﺎﻟﻴﻑ‬ ‫ﺍﻟﺼﺤﻴﺔ‪ ،‬ﻋﻥ ﻤﺜﻴﻠﺘﻬﺎ ﻓﻲ ﻤﻨﻅﻤﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻷﺨﺭﻯ‪ ،‬ﺤﻴﺙ ﺇﻥ‬
‫ﺍﻟﺘﻭﺭﻴﺩ ﻭﺘﻜﺎﻟﻴﻑ ﺍﻟﻤﺨﺯﻭﻥ‪ ،‬ﺘﺤﺴﻴﻥ ﺍﻟﻌﻤﻠﻴﺎﺕ ﻭﺘﻭﻓﻴﺭ ﻁﺭﻕ‬ ‫ﺍﻟﻭﻅﺎﺌﻑ ﻭﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻹﺩﺍﺭﻴﺔ ﺍﻟﺘﻲ ﺘﻘﻭﻡ ﺒﻬﺎ ﻤﻨﻅﻤﺎﺕ ﺍﻷﻋﻤﺎل‬
‫ﺠﺩﻴﺩﺓ ﻷﺩﺍﺀ ﺍﻟﻌﻤل‪ ،‬ﻭﺘﺤﻘﻴﻕ ﺍﻟﻤﺯﺍﻴﺎ ﺍﻟﺘﻨﺎﻓﺴﻴﺔ‪ ،‬ﺒﺎﻹﻀﺎﻓﺔ ﺇﻟﻰ‬ ‫ﻨﺠﺩﻫﺎ ﻓﻲ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‪ ،‬ﻜﻤﺎ ﺃﻥ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‬
‫ﺘﻘﻠﻴل ﺍﻷﺨﻁﺎﺀ ﺍﻟﻁﺒﻴﺔ‪(Lin and Lin,2008) .‬‬ ‫ﺘﺄﺜﺭﺕ ﻜﺜﻴﺭﺍﹰ ﺒﺎﻟﺘﻁﻭﺭﺍﺕ ﺍﻟﺤﺎﺼﻠﺔ ﻓﻲ ﺍﻟﻔﻜﺭ ﺍﻹﺩﺍﺭﻱ ﺍﻟﺤﺩﻴﺙ‬
‫ﻜﻤﺎ ﺃﻨﻬﺎ ﺘﻭﺍﺠﻪ ﺒﻌﺽ ﺍﻟﺘﺤﺩﻴﺎﺕ ﻤﺜل ﺘﻠﻙ ﺍﻟﻤﺘﻌﻠﻘﺔ‬ ‫ﻤﺜل ﻤﺒﺎﺩﺭﺍﺕ ﺘﻁﺒﻴﻕ ﺍﻟﺠﻭﺩﺓ ﺍﻟﺸﺎﻤﻠﺔ ﻭﺘﺤﺴﻴﻥ ﺍﻟﺨﺩﻤﺎﺕ‬
‫ﺒﺎﻟﻤﺴﺎﺌل ﺍﻷﻤﻨﻴﺔ ﻭﺍﻟﻘﺎﻨﻭﻨﻴﺔ‪ ،‬ﻭﻋﺩﻡ ﺘﻭﻓﺭ ﻤﺯﻭﺩﻱ ﺨﺩﻤﺎﺕ ﺘﻘﻨﻴﺔ‬ ‫ﺍﻟﻤﻘﺩﻤﺔ ﻟﻠﻌﻤﻼﺀ‪ ،‬ﻭﺍﻟﺘﻭﺠﻪ ﻨﺤﻭ ﺍﻟﺯﺒﻭﻥ‪ ،‬ﻭﺍﻟﺘﺴﻭﻴﻕ ﺒﺎﻟﻌﻼﻗﺎﺕ‬
‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻭﺍﻻﺘﺼﺎﻻﺕ ﺍﻟﻤﻨﺎﺴﺒﻴﻥ‪ ،‬ﻭﻜﺫﻟﻙ ﻋﺩﻡ ﺘﻭﺍﻓﻘﻴﺔ‬ ‫ﻭﻏﻴﺭﻫﺎ‪ ،‬ﻓﻬﻲ ﺘﺴﻌﻰ ﻟﺘﻭﻅﻴﻑ ﻫﺫﻩ ﺍﻟﻤﺒﺎﺩﺭﺍﺕ ﺒﺎﻟﺸﻜل ﺍﻟﺫﻱ‬
‫ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﻤﺘﻭﻓﺭﺓ ﻤﻊ ﺍﺤﺘﻴﺎﺠﺎﺕ ﺍﻟﻤﺴﺘﺸﻔﻰ‪ ،‬ﺒﺎﻹﻀﺎﻓﺔ ﺇﻟﻰ‬ ‫ﻴﺤﻘﻕ ﻟﻬﺎ ﺍﻟﻜﻔﺎﺀﺓ ﻭﺍﻟﻔﻌﺎﻟﻴﺔ ﻓﻲ ﺍﻷﺩﺍﺀ ﻭﺒﺎﻵﺘﻲ ﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻓﻬﺎ‬
‫‪-537-‬‬
‫)ﺍﻟﻤﺭﻀﻰ( ﻭﺇﺭﺴﺎل ﻁﻠﺒﺎﺕ ﺍﻟﺸﺭﺍﺀ ﻟﻠﻤﻭﺭﺩﻴﻥ ﻭﺍﺴﺘﻘﺒﺎل‬ ‫ﺍﺭﺘﻔﺎﻉ ﺘﻜﻠﻔﺔ ﺘﻭﻅﻴﻑ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ) ‪The‬‬
‫ﺍﻟﻌﺭﻭﺽ ‪...‬ﺍﻟﺦ‪ ،‬ﺃﺨﻴﺭﺍﹰ ﺘﻌﺩ ﺘﻁﺒﻴﻘﺎﺕ ﺍﻟﺒﺭﻴﺩ ﺍﻹﻟﻜﺘﺭﻭﻨﻲ‬ ‫‪(European Commission,2006‬‬
‫ﻤﻥ ﺍﻟﺨﺩﻤﺎﺕ ﺍﻟﻬﺎﻤﺔ ﺍﻟﺘﻲ ﻴﺠﺏ ﺃﻥ ﺘﻭﻓﺭﻫﺎ ﺍﻟﻤﻨﻅﻤﺎﺕ‬ ‫ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‪:‬‬
‫ﺍﻟﺼﺤﻴﺔ ﻟﻐﺎﻴﺎﺕ ﺘﻭﻓﻴﺭ ﺍﻻﺘﺼﺎل ﻭﺘﺒﺎﺩل ﺍﻟﺭﺴﺎﺌل ﺒﻴﻨﻬﺎ‬ ‫ﻜﺸﻔﺕ ﺍﻟﻌﺩﻴﺩ ﻤﻥ ﺍﻟﺩﺭﺍﺴﺎﺕ ﻋﻥ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬
‫ﻭﺒﻴﻥ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻷﺨﺭﻯ ﻭﻜﺫﻟﻙ ﺒﻴﻨﻬﺎ ﻭﺒﻴﻥ ﺍﻟﻌﺎﻤﻠﻴﻥ ﻓﻴﻬﺎ‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺍﻟﺘﻲ ﺘﺘﺒﻨﺎﻫﺎ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ ﻓﻲ ﺍﻟﺩﻭل‬
‫‪( Martin and et al,2002) .‬‬ ‫ﺍﻟﻤﺘﻘﺩﻤﺔ ﺒﻐﺽ ﺍﻟﻨﻅﺭ ﻋﻥ ﺤﺠﻡ ﺘﻠﻙ ﺍﻟﻤﻨﻅﻤﺎﺕ‪ ،‬ﺇﺠﻤﺎﻻ ﺘﺘﻌﻠﻕ‬
‫ﺇﻟﻜﺘﺭﻭﻨﻴﺎ ﺩﺍﺨل‬
‫ﹰ‬ ‫‪ .2‬ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺘﻲ ﺘﺤﻘﻕ ﻤﺸﺎﺭﻜﺔ ﺍﻟﺒﻴﺎﻨﺎﺕ‬ ‫ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺒﺎﻟﺘﻌﺎﻤﻼﺕ ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺍﻟﺘﻲ ﺘﻜﻭﻥ ﺍﻟﻤﻨﻅﻤﺔ‬
‫ﺍﻟﻤﻨﻅﻤﺔ ﺍﻟﺼﺤﻴﺔ ‪ :‬ﺤﺘﻰ ﺘﻜﻭﻥ ﺍﻟﻤﻨﻅﻤﺔ ﺍﻟﺼﺤﻴﺔ ﺠﺎﻫﺯﺓ‬ ‫ﻁﺭﻓﺎﹰ ﻓﻴﻬﺎ ﺴﻭﺍﺀ ﻜﺎﻨﺕ ﺒﻴﻥ ﺍﻟﻤﻨﻅﻤﺔ ﺍﻟﺼﺤﻴﺔ ﻭﺒﻴﻥ ﻤﻨﻅﻤﺎﺕ‬
‫ﻟﺘﻭﻅﻴﻑ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻭﺘﻘﻨﻴﺎﺘﻬﺎ ﺍﻟﻤﺘﻌﺩﺩﺓ ﻻﺒﺩ‬ ‫ﺃﻋﻤﺎل ﺃﺨﺭﻯ )‪ ،(B2B‬ﺃﻭ ﺒﻴﻥ ﺍﻟﻤﻨﻅﻤﺔ ﺍﻟﺼﺤﻴﺔ ﻭﻋﻤﻼﺌﻬﺎ‬
‫ﻤﻥ ﺒﻨﺎﺀ ﻭﺘﺼﻤﻴﻡ ﻗﻭﺍﻋﺩ ﺒﻴﺎﻨﺎﺕ ﻤﺘﻜﺎﻤﻠﺔ ﺤﺘﻰ ﺘﻤﻜﻥ‬ ‫)‪ ،(B2C‬ﺃﻭ ﺒﻴﻥ ﺍﻟﻤﻨﻅﻤﺔ ﺍﻟﺼﺤﻴﺔ ﻭﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﺤﻜﻭﻤﻴﺔ‬
‫ﻤﺴﺘﺨﺩﻤﻲ ﺍﻟﻨﻅﺎﻡ )ﻓﻨﻴﻴﻥ ﻭﺇﺩﺍﺭﻴﻴﻥ( ﻤﻥ ﺍﻟﻭﺼﻭل ﻟﻠﻤﻠﻔﺎﺕ‬ ‫)‪ (B2G‬ﺃﻭ ﺒﻴﻥ ﺍﻟﻤﻨﻅﻤﺔ ﺍﻟﺼﺤﻴﺔ ﻭﻤﻭﻅﻔﻴﻬﺎ )‪ ،(B2E‬ﻭﻫﺫﺍ‬
‫ﻭﺍﻟﻤﺸﺎﺭﻜﺔ ﻓﻲ ﺍﻟﺒﻴﺎﻨﺎﺕ ﻭﺘﺒﺎﺩﻟﻬﺎ ﻭﺫﻟﻙ ﺒﺸﻜل ﻴﻐﻁﻲ‬ ‫ﻴﻌﻨﻲ ﺘﻨﻔﻴﺫ ﺤﺠﻡ ﻜﺒﻴﺭ ﻤﻥ ﺍﻷﻨﺸﻁﺔ ﺍﻟﻤﺘﻌﻠﻘﺔ ﺒﺎﻟﺴﻠﻊ ﻭﺍﻟﺨﺩﻤﺎﺕ‬
‫ﺍﺤﺘﻴﺎﺠﺎﺕ ﻜل ﻤﻨﻬﻡ ﻭﻴﺨﺩﻡ ﺃﺩﺍﺀ ﺍﻟﻤﻬﺎﻡ ﺍﻟﻤﻜﻠﻑ ﺒﻬﺎ‪،‬‬ ‫ﺇﻟﻜﺘﺭﻭﻨﻴﺎﹰ ﻋﺒﺭ ﺍﻟﻭﻴﺏ‪( Hubner et al, 2010) .‬‬
‫ﺇﻀﺎﻓﺔ ﺇﻟﻰ ﺃﻥ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺘﺤﻘﻕ ﻟﻠﻤﻨﻅﻤﺔ ﺍﻟﺼﺤﻴﺔ ﺇﺩﺍﺭﺓ‬ ‫ﻜﻤﺎ ﺘﺼﻨﻑ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺇﻟﻰ ﺘﻘﻨﻴﺎﺕ‬
‫ﻓﻌﺎﻟﺔ ﻟﻠﻤﻌﺭﻓﺔ ﻤﻥ ﺨﻼل ﺘﺨﺯﻴﻥ ﺍﻟﻤﻌﺭﻓﺔ ﻭﺘﺒﺎﺩﻟﻬﺎ ﺒﻴﻥ‬ ‫ﺘﻭﻅﻑ ﺍﻻﺘﺼﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻲ ﻤﻊ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻷﺨﺭﻯ ﺫﺍﺕ‬
‫ﺍﻷﻋﻀﺎﺀ‪Bipartisan ) (Halpin et al, 2011) .‬‬ ‫ﺍﻟﻌﻼﻗﺔ‪ ،‬ﻭﺘﻘﻨﻴﺎﺕ ﺘﺴﺘﺨﺩﻡ ﻹﺩﺍﺭﺓ ﺍﻹﻋﻤﺎل ﺍﻟﺩﺍﺨﻠﻴﺔ ﺇﻟﻜﺘﺭﻭﻨﻴﺎﹰ‬
‫‪Policy‬‬ ‫‪Center‬‬ ‫‪Health‬‬ ‫‪Information‬‬ ‫)‪(Wu and et al, 2003‬‬
‫‪(Technology Initiative,2012‬‬ ‫ﻜﻤﺎ ﺘﺼﻨﻑ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺇﻟﻰ ﺘﻘﻨﻴﺎﺕ ﺇﺩﺍﺭﻴﺔ ﻭﺘﻘﻨﻴﺎﺕ‬
‫‪ .3‬ﻨﻅﻡ ﺇﺩﺍﺭﺓ ﺴﻼﺴل ﺍﻟﺘﻭﺭﻴﺩ‪ : (SCM) :‬ﻭﻫﻲ ﻨﻅﻡ ﻤﺒﻨﻴﺔ‬ ‫ﻁﺒﻴﺔ ﻭﺫﻟﻙ ﻭﻓﻘﺎﹰ ﻟﻸﻏﺭﺍﺽ ﺍﻟﺘﻲ ﺘﻬﺩﻑ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺇﻟﻰ‬
‫ﻋﻠﻰ ﺍﻟﺤﺎﺴﺏ ﻭﺘﻁﺒﻴﻘﺎﺘﻪ ﺍﻟﺸﺒﻜﻴﺔ ﻟﻐﺭﺽ ﺍﻟﺭﺒﻁ ﺒﻴﻥ‬ ‫ﺘﺤﻘﻴﻘﻬﺎ‪( Blumenthal,2011).‬‬
‫ﺃﻋﻀﺎﺀ ﺴﻠﺴﻠﺔ ﺍﻟﺘﻭﺭﻴﺩ ﻤﻥ ﺃﺠل ﺘﺴﻬﻴل ﺘﺩﻓﻕ ﺍﻟﻤﻭﺍﺩ‬ ‫ﻭﻤﻥ ﺃﻫﻡ ﺍﻟﺘﻘﻨﻴﺎﺕ ﻭﺍﻟﻨﻅﻡ ﺍﻟﺘﻲ ﺘﺤﺘﺎﺠﻬﺎ ﺍﻟﻤﻨﻅﻤﺎﺕ‬
‫ﻭﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺒﻴﻨﻬﻡ‪ ،‬ﺤﻴﺙ ﺘﻘﻭﻡ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‬ ‫ﺍﻟﺼﺤﻴﺔ ﻟﺘﺒﻨﻲ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﺎ ﻴﺄﺘﻲ‪:‬‬
‫ﺒﺘﻭﻅﻴﻑ ﻫﺫﻩ ﺍﻟﻨﻅﻡ ﻟﻐﺎﻴﺎﺕ ﻀﻤﺎﻥ ﺘﻭﺭﻴﺩ ﺍﻷﺩﻭﻴﺔ‬ ‫‪ .1‬ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻟﻼﺘﺼﺎل‪ :‬ﻭﺍﺤﺩﺓ ﻤﻥ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬
‫ﻭﺍﻟﻤﺴﺘﻠﺯﻤﺎﺕ ﺍﻟﻁﺒﻴﺔ ﺒﻜﻔﺎﺀﺓ ﻋﺎﻟﻴﺔ ﺘﻀﻤﻥ ﺤﺴﻥ ﺍﻷﺩﺍﺀ‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺍﻟﺘﻲ ﺘﻭﻓﺭﻫﺎ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ ﻟﺘﻤﻜﻴﻥ‬
‫ﻭﺨﻔﺽ ﺘﻜﺎﻟﻴﻑ ﺍﻟﺘﻭﺭﻴﺩ ﻭﺍﻟﺘﺨﺯﻴﻥ‪ ،‬ﺒﺎﻹﻀﺎﻓﺔ ﺇﻟﻰ‬ ‫ﺍﻟﻌﺎﻤﻠﻴﻥ ﻤﻥ ﺘﺒﺎﺩل ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻭﺍﻻﺴﺘﻔﺎﺩﺓ ﻤﻥ ﺨﺩﻤﺎﺕ‬
‫ﺍﻟﻤﺤﺎﻓﻅﺔ ﻋﻠﻰ ﺴﻼﻤﺔ ﺍﻟﻤﻭﺍﺩ ﺍﻟﻁﺒﻴﺔ ﻭﺒﺎﻵﺘﻲ ﺘﻘﻠﻴل‬ ‫ﺃﻨﻅﻤﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﻤﻭﺯﻋﺔ ﻭ ﺍﻟﻤﺸﺎﺭﻜﺔ ﻓﻲ ﺍﻟﻤﻭﺍﺭﺩ‬
‫ﺍﻷﺨﻁﺎﺀ ﺍﻟﻁﺒﻴﺔ ﺍﻟﻨﺎﺘﺠﺔ ﻋﻥ ﺴﻭﺀ ﺤﻔﻅ ﻫﺫﻩ ﺍﻟﻤﻭﺍﺩ‬ ‫ﺍﻟﻤﺘﺎﺤﺔ ﻭﺫﻟﻙ ﻤﻥ ﺨﻼل ﺘﻭﻓﻴﺭ ﺍﻟﺸﺒﻜﺎﺕ ﺍﻟﺤﺎﺴﻭﺒﻴﺔ‬
‫ﻭﺍﺴﺘﺨﺩﺍﻤﻬﺎ‪Smith and ) (Halpin et al, 2011) .‬‬ ‫ﺍﻟﻤﺤﻠﻴﺔ ﺍﻟﻭﺍﺴﻌﺔ‪ ،‬ﻜﻤﺎ ﺘﻘﻭﻡ ﺍﻟﻤﻨﻅﻤﺔ ﺍﻟﺼﺤﻴﺔ ﺒﺘﻭﻓﻴﺭ‬
‫‪(Flanegin,2004‬‬ ‫ﺨﺩﻤﺎﺕ ﺍﻻﺘﺼﺎل ﺒﺎﻻﻨﺘﺭﻨﺕ ﻟﺠﻤﻴﻊ ﺍﻟﻌﺎﻤﻠﻴﻥ ﺍﻹﺩﺍﺭﻴﻴﻥ‬
‫‪ .4‬ﻨﻅﻡ ﺘﺨﻁﻴﻁ ﻤﻭﺍﺭﺩ ﺍﻟﻤﻨﺸﺄﺓ‪ : (ERP) :‬ﻨﻅﺎﻡ ﻤﺘﻜﺎﻤل‬ ‫ﻭﺍﻟﻔﻨﻴﻴﻥ ﻟﺘﻤﻜﻴﻨﻬﻡ ﻤﻥ ﺍﻻﺴﺘﻔﺎﺩﺓ ﻤﻥ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺔ ﻟﺨﺩﻤﺔ‬
‫ﻹﺩﺍﺭﺓ ﺍﻟﻤﻨﺸﺂﺕ ﻴﺘﻜﻭﻥ ﻤﻥ ﻤﺠﻤﻭﻋﺔ ﻤﻨﻅﻭﻤﺎﺕ ﻤﺎﻟﻴﺔ‬ ‫ﺃﻏﺭﺍﺽ ﺍﻟﻌﻤل‪ ،‬ﺒﺎﻹﻀﺎﻓﺔ ﺇﻟﻰ ﺫﻟﻙ ﻓﺈﻥ ﺍﻤﺘﻼﻙ ﺍﻟﻤﻨﻅﻤﺔ‬
‫ﻭﺇﺩﺍﺭﻴﺔ ﻭﺇﻨﺘﺎﺠﻴﺔ ﻤﺘﺭﺍﺒﻁﺔ ﺘﻌﻤل ﻋﻠﻰ ﻗﺎﻋﺩﺓ ﺒﻴﺎﻨﺎﺕ‬ ‫ﺍﻟﺼﺤﻴﺔ ﻟﻤﻭﻗﻊ ﺍﻟﻜﺘﺭﻭﻨﻲ ﻋﻠﻰ ﺍﻟﻭﻴﺏ ﻴﻌﺩ ﻤﻥ ﻤﺘﻁﻠﺒﺎﺕ‬
‫ﻤﻭﺤﺩﺓ‪ ،‬ﺘﻭﻓﺭ ﺃﻓﻀل ﺤﻠﻭل ﺇﺩﺍﺭﺓ ﺃﻋﻤﺎل ﺍﻟﻤﻨﺸﺂﺕ ﻟﺘﻘﺩﻴﻡ‬ ‫ﺘﺒﻨﻲ ﺍﻹﻋﻤﺎل ﺍﻻﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻴﻬﺎ ﺨﺎﺼﺔ ﺇﺫﺍ ﻜﺎﻥ ﻫﺫﺍ‬
‫ﺭﺅﻴﺔ ﺩﻗﻴﻘﺔ ﻟﻸﻋﻤﺎل ﻭﺘﻔﻌﻴل ﺍﻟﺘﻁﻭﺭ ﻭﺍﻻﺒﺘﻜﺎﺭ‪ ،‬ﺤﻴﺙ ﻴﺘﻡ‬ ‫ﺍﻟﻤﻭﻗﻊ ﺘﻔﺎﻋﻠﻲ ﻴﻤﻜﻥ ﺘﻨﻔﻴﺫ ﻜﺜﻴﺭ ﻤﻥ ﺍﻟﻤﻬﺎﻡ ﺍﻹﺩﺍﺭﻴﺔ‬
‫ﺘﻭﺤﻴﺩ ﺠﻤﻴﻊ ﻋﻤﻠﻴﺎﺕ ﺍﻷﻋﻤﺎل ﻓﻲ ﺒﻴﺌﺔ ﻨﻅﺎﻡ ﻤﻭﺤﺩ ﻤﺒﻨﻴﺔ‬ ‫ﻭﺍﻟﻔﻨﻴﺔ ﻤﻥ ﺨﻼﻟﻪ ﻤﺜل ﺤﺠﺯ ﺍﻟﻤﻭﺍﻋﻴﺩ ﻟﻠﻌﻤﻼﺀ‬
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‫ﺍﻟﻤﺠﻠﺩ ‪ ،10‬ﺍﻟﻌﺩﺩ ‪2014 ،4‬‬
‫ﹼ‬ ‫ا‪ ‬ا‪‬رد‪  ‬إدارة ا‪‬ل‪،‬‬
‫‪ .2‬ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‪ :‬ﺇﻀﺎﻓﺔ ﺇﻟﻰ ﻤﺎ ﺴﺒﻕ ﺘﻬﺘﻡ‬ ‫ﻋﻠﻰ ﻗﺎﻋﺩﺓ ﺒﻴﺎﻨﺎﺕ ﻤﺭﻜﺯﻴﺔ‪Boonstra and ) .‬‬
‫ﺍﻟﻤﻨﻅﻤﺔ ﺍﻟﺼﺤﻴﺔ ﺒﺘﻭﻅﻴﻑ ﻨﻅﻡ ﻹﺩﺍﺭﺓ ﻭﻤﺘﺎﺒﻌﺔ ﺍﻷﻨﺸﻁﺔ‬ ‫‪(Govers, 2009‬‬
‫ﺍﻟﻁﺒﻴﺔ ﻓﻴﻬﺎ‪ ،‬ﻭﺘﻌﺩ ﻫﺫﻩ ﺍﻟﻨﻅﺎﻡ ﻤﻥ ﻀﻤﻥ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬ ‫ﺘﺸﻜل ﻨﻅﻡ ﺘﺨﻁﻴﻁ ﺍﻟﻤﻭﺍﺭﺩ ﻤﺤﻭﺭﺍ ﺭﺌﻴﺴﻴﺎ ﻟﺘﻁﻭﻴﺭ‬
‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺍﻟﺘﻲ ﺘﺘﺒﻨﺎﻫﺎ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‪ ،‬ﺘﻌﻨﻰ ﻨﻅﻡ‬ ‫ﻭﺤﻭﺴﺒﺔ ﺇﺠﺭﺍﺀﺍﺕ ﺍﻟﻌﻤل ﻷﻱ ﻤﻨﺸﺄﺓ‪ ،‬ﺇﺫ ﺃﻨﻬﺎ ﺘﻤﻜﻥ ﻤﻥ‬
‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ ﺒﺘﻭﻓﻴﺭ ﻤﺨﺘﻠﻑ ﺍﻟﺨﺩﻤﺎﺕ ﺍﻹﺩﺍﺭﻴﺔ‬ ‫ﺍﻻﺴﺘﺜﻤﺎﺭ ﺍﻷﻤﺜل ﻟﻠﻤﻭﺍﺭﺩ ﻭ ﺒﺸﻜل ﻓﺎﻋل‪ ،‬ﻟﺫﻟﻙ ﺘﺸﺘﻤل ﺘﻘﻨﻴﺎﺕ‬
‫ﻭﺍﻟﻌﻼﺠﻴﺔ ﻟﻠﻤﺭﻀﻰ ﻭﺍﻷﻁﺒﺎﺀ ﻭﺍﻹﺩﺍﺭﺍﺕ ﺫﺍﺕ ﺍﻟﻌﻼﻗﺔ‪،‬‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ ﻋﻠﻰ ﺍﻟﻨﻅﻡ‬
‫ﻭﺘﻭﻓﺭ ﻫﺫﻩ ﺍﻟﻨﻅﻡ ﺇﺩﺍﺭﺓ ﻓﻌﺎﻟﻪ ﻟﺒﻴﺎﻨﺎﺕ ﻭﻤﻌﻠﻭﻤﺎﺕ‬ ‫ﺍﻟﻔﺭﻋﻴﺔ ﻟﺘﺨﻁﻴﻁ ﺍﻟﻤﻭﺍﺭﺩ ﻭﺍﻟﺘﻲ ﺘﺭﻜﺯ ﻋﻠﻰ ﺍﻟﻤﻭﺍﺭﺩ ﺍﻟﻤﺎﻟﻴﺔ‬
‫ﺍﻟﻤﺭﻀﻰ ﺨﻼل ﻓﺘﺭﺓ ﻋﻼﺠﻬﻡ ﺤﻴﺙ ﺘﻤﻜﻥ ﺍﻷﻁﺒﺎﺀ ﻭﺒﺎﻗﻲ‬ ‫ﻭﺍﻟﺒﺸﺭﻴﺔ ﻭﺇﺩﺍﺭﺓ ﺍﻟﻤﻭﺍﺩ ﻭﺍﻟﻤﺴﺘﻠﺯﻤﺎﺕ ﺍﻟﻁﺒﻴﺔ‪ .‬ﺤﻴﺙ ﺘﺘﻜﺎﻤل‬
‫ﺃﻗﺴﺎﻡ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻤﻥ ﺍﻟﻭﺼﻭل ﺇﻟﻰ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﻁﺒﻴﺔ‬ ‫ﻫﺫﻩ ﺍﻟﻨﻅﻡ ﻟﺘﻤﻜﻴﻥ ﺍﻟﻤﺅﺴﺴﺎﺕ ﺍﻟﺼﺤﻴﺔ ﻤﻥ ﺍﻻﺴﺘﺜﻤﺎﺭ ﺍﻷﻤﺜل‬
‫ﻭﺍﻟﺒﻴﺎﻨﺎﺕ ﺍﻟﻀﺭﻭﺭﻴﺔ ﻭﺍﻟﺘﻌﺎﻤل ﻤﻌﻬﺎ ﺒﻜﻔﺎﺀﺓ ﻋﺎﻟﻴﺔ ﻤﻊ‬ ‫ﻟﻤﻭﺍﺭﺩﻫﺎ‪(Escobar and Escobar,2010)) .‬‬
‫ﺍﻟﻤﺤﺎﻓﻅﺔ ﻋﻠﻰ ﺃﻤﻨﻬﺎ ﻭﺴﺭﻴﺘﻬﺎ‪ ،‬ﻭﻤﻥ ﺃﻫﻡ ﺍﻟﻨﻅﻡ ﺍﻟﻔﺭﻋﻴﺔ‬ ‫‪ .1‬ﻨﻅﻡ ﺇﺩﺍﺭﺓ ﺍﻟﻌﻼﻗﺔ ﻤﻊ ﺍﻟﻌﻤﻼﺀ‪ :‬ﻴﻤﻜﻥ ﺍﻟﻨﻅﺭ ﺇﻟﻰ ﺇﺩﺍﺭﺓ‬
‫ﻓﻲ ﺍﻟﻨﻅﺎﻡ ﺍﻟﻤﺘﻜﺎﻤل ﻹﺩﺍﺭﺓ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‪ ،‬ﻨﻅﺎﻡ‬ ‫ﺍﻟﻌﻼﻗﺔ ﻤﻊ ﺍﻟﻌﻤﻼﺀ)‪ (CRM‬ﻋﻠﻰ ﺃﻨﻬﺎ ﺇﺴﺘﺭﺍﺘﻴﺠﻴﺔ ﺸﺎﻤﻠﺔ‬
‫ﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﻤﺨﺘﺒﺭ )‪ ،(LIS‬ﻨﻅﺎﻡ ﻤﻌﻠﻭﻤﺎﺕ ﺍﻷﺸﻌﺔ‬ ‫ﻭﻨﻅﺎﻡ ﻤﺘﻜﺎﻤل ﻟﺘﺤﺩﻴﺩ ﺍﻟﻌﻤﻼﺀ ﺍﻹﻴﺠﺎﺒﻴﻴﻥ ﺃﻜﺜﺭ ﻤﻥ‬
‫)‪ ،(RIS‬ﻨﻅﺎﻡ ﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﻴﺩﻟﻴﺔ)‪ (PIS‬ﻭ ﻨﻅﺎﻡ ﺇﺩﺍﺭﺓ‬ ‫ﻏﻴﺭﻫﻡ‪ ،‬ﻟﺘﺤﺭﺹ ﺍﻟﻤﻨﻅﻤﺔ ﻋﻠﻰ ﺇﺩﺍﻤﺔ ﺍﻟﺘﻭﺍﺼل ﻤﻌﻬﻡ‬
‫ﺍﻟﺴﺠﻼﺕ ﺍﻟﻁﺒﻴﺔ )‪ ،(EMR‬ﻭﻏﻴﺭﻫﺎ‪Marques and ) .‬‬ ‫ﻹﻗﺎﻤﺔ ﻋﻼﻗﺔ ﻁﻴﺒﺔ ﻤﻌﻬﻡ‪ ،‬ﻭﺍﻨﻁﻼﻗﺎﹰ ﻤﻥ ﻫﺫﺍ ﺍﻟﺘﺼﻭﺭ‬
‫‪(et al,2011‬‬ ‫ﻴﻤﻜﻥ ﺘﻌﺭﻴﻑ ﻨﻅﻡ ﺇﺩﺍﺭﺓ ﺍﻟﻌﻼﻗﺔ ﻤﻊ ﺍﻟﻌﻤﻼﺀ ﺒﺄﻨﻬﺎ ﻭﺍﺤﺩﺍ‬
‫ﺍﻟﺩﺭﺍﺴﺎﺕ ﺍﻟﺴﺎﺒﻘﺔ‪:‬‬ ‫ﻤﻥ ﺃﻫﻡ ﺤﻠﻭل ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺍﻟﺘﻲ ﺘﺘﻴﺢ ﻤﺘﺎﺒﻌﺔ‬
‫‪ .1‬ﺩﺭﺍﺴﺔ ﺍﻟﺯﺒﻥ‪ ،(2013)،‬ﻫﺩﻓﺕ ﻫﺫﻩ ﺍﻟﺩﺭﺍﺴﺔ ﺇﻟﻰ ﺍﻟﺘﻌﺭﻑ‬ ‫ﻨﺸﺎﻁﺎﺕ ﺍﻟﺒﻴﻊ ﻭﺍﻟﺘﺴﻭﻴﻕ ﻭﺍﻟﻌﻼﻗﺎﺕ ﺍﻟﻌﺎﻤﺔ ﺒﺤﻴﺙ ﻴﻌﻤل‬
‫ﻋﻠﻰ ﺃﺜﺭ ﺘﻁﺒﻴﻘﺎﺕ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺫﻜﺎﺀ‬ ‫ﻓﻲ ﺍﻟﺩﺭﺠﺔ ﺍﻷﻭﻟﻰ ﻋﻠﻰ ﺠﻌل ﺍﻟﻌﻤﻴل ﻤﺤﻭﺭ ﺍﻻﻫﺘﻤﺎﻡ‬
‫ﺸﺭﻜﺎﺕ ﺍﻷﺩﻭﻴﺔ ﺍﻷﺭﺩﻨﻴﺔ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﺩﻴﻨﺔ ﻋﻤﺎﻥ‪،‬‬ ‫ﺍﻷﺴﺎﺴﻲ ﻓﻴﺴﺎﻋﺩ ﻋﻠﻰ ﺘﻜﻭﻴﻥ ﻗﺎﻋﺩﺓ ﺒﻴﺎﻨﺎﺕ ﻤﺘﻜﺎﻤﻠﺔ‬
‫ﺍﺴﺘﺨﺩﻤﺕ ﺍﻟﺩﺭﺍﺴﺔ ﻤﻨﻬﺠﻴﺔ ﺍﻟﻤﺴﺢ ﺍﻟﺸﺎﻤل ﻟﺠﻤﻊ ﺍﻟﺒﻴﺎﻨﺎﺕ‬ ‫ﺘﺴﺘﻁﻴﻊ ﻋﻥ ﻁﺭﻴﻘﻪ ﺍﻟﻤﻨﻅﻤﺔ ﺇﻨﺠﺎﺯ ﻜﺎﻓﺔ ﺍﻷﻋﻤﺎل‬
‫ﻤﻥ ﻤﺠﺘﻤﻊ ﺍﻟﺩﺭﺍﺴﺔ ﺤﻭل ﺍﻟﻤﺘﻐﻴﺭﺍﺕ ﺍﻟﺘﻲ ﺘﻨﺎﻭﻟﺘﻬﺎ‬ ‫ﺍﻟﻤﺭﺘﺒﻁﺔ ﺒﻌﻤﻼﺌﻬﺎ ﻜﺎﻟﻤﺘﺎﺒﻌﺔ ﻭﻓﺘﺢ ﺍﻟﺤﺴﺎﺒﺎﺕ ﻟﻠﻌﻤﻼﺀ‬
‫ﺍﻟﺩﺭﺍﺴﺔ ﻭﺫﻟﻙ ﺒﻭﺍﺴﻁﺔ ﺍﻻﺴﺘﺒﺎﻨﺔ ﺍﻹﺤﺼﺎﺌﻴﺔ‪ ،‬ﻁﺒﻘﺕ‬ ‫ﻭﺤﻔﻅ ﻜﺎﻓﺔ ﺍﻷﺤﺩﺍﺙ ﺍﻟﺘﻲ ﺘﺘﻡ ﺒﺸﻜل ﻴﻭﻤﻲ ﻭﺇﺼﺩﺍﺭ‬
‫ﺍﻟﺩﺭﺍﺴﺔ ﻋﻠﻰ ﻤﻭﻅﻔﻲ )‪ (13‬ﺸﺭﻜﺔ ﺘﻌﻤل ﻓﻲ ﻤﺠﺎل‬ ‫ﺍﻟﺘﻘﺎﺭﻴﺭ ﻭﺘﺭﺘﻴﺏ ﺍﻷﻋﻤﺎل ﻭﻤﻌﺎﻴﻨﺔ ﻜﻔﺎﺀﺓ ﺃﺩﺍﺀ ﺍﻟﻤﻭﻅﻔﻴﻥ‬
‫ﺼﻨﺎﻋﺔ ﺍﻷﺩﻭﻴﺔ ‪.‬‬ ‫ﻓﻲ ﺍﻟﺘﻌﺎﻤل ﻤﻊ ﺍﻟﻌﻤﻴل‪،‬ﻭﺇﺩﺍﻤﺔ ﺍﻟﻌﻼﻗﺔ ﺍﻟﻁﻴﺒﺔ ﻤﻊ ﺍﻟﻌﻤﻴل‪.‬‬
‫ﺒﻌﺩ ﺍﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻀﻴﺎﺕ‪ ،‬ﺘﻭﺼﻠﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺇﻟﻰ ﻋﺩﺩ ﻤﻥ‬ ‫)‪(Monem and et al,2010‬‬
‫ﺍﻟﻨﺘﺎﺌﺞ ﻜﺎﻥ ﻤﻥ ﺃﻫﻤﻬﺎ ‪ :‬ﺃﻥ ﻤﺴﺘﻭﻯ ﺘﻁﺒﻴﻕ ﺸﺭﻜﺎﺕ ﺍﻷﺩﻭﻴﺔ‬ ‫ﺘﺒﻨﻲ ﺍﻟﻤﻨﻅﻤﺔ ﺍﻟﺼﺤﻴﺔ ﻟﻨﻅﻡ )‪ (CRM‬ﻓﻌﺎﻟﺔ ﻴﺠﻌﻠﻬﺎ ﻗﺎﺩﺭﺓ‬
‫ﻗﻴﺩ ﺍﻟﺩﺭﺍﺴﺔ ﻟﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻜﺎﻥ ﻤﺭﺘﻔﻌﺎﹰ‪ ،‬ﺨﺎﺼﺔ‬ ‫ﻋﻠﻰ ﺇﺩﺍﺭﺓ ﺭﻀﺎ ﺍﻟﻌﻤﻼﺀ )ﺍﻟﻤﺭﻀﻰ(‪ ،‬ﻜﻤﺎ ﺃﻥ ﺘﻤﻜﻨﻬﺎ ﻤﻥ‬
‫ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺘﻭﻓﻴﺭ ﺍﻟﻤﺴﺘﻠﺯﻤﺎﺕ ﺍﻟﺒﺭﻤﺠﻴﺔ ﻭﺍﻟﻤﺎﺩﻴﺔ ﻭﺍﻟﺒﺸﺭﻴﺔ‬ ‫ﺠﻤﻊ ﻜﺎﻓﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﻤﺘﻌﻠﻘﺔ ﺒﺎﻟﻤﺭﻀﻰ ﻭﺇﺩﺍﺭﺓ ﻫﺫﻩ‬
‫ﻟﻬﺫﻩ ﺍﻟﻨﻅﻡ‪ ،‬ﻜﻤﺎ ﺃﻥ ﻫﺫﻩ ﺍﻟﻨﻅﻡ ﺫﺍﺕ ﺃﺜﺭ ﺍﻴﺠﺎﺒﻲ ﺫﻭ ﺩﻻﻟﺔ‬ ‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺒﺎﻟﺸﻜل ﺍﻟﺫﻱ ﻴﺴﺎﻋﺩ ﻓﻲ ﺍﻜﺘﺸﺎﻑ ﺍﻟﻤﻌﺭﻓﺔ ﻤﻥ‬
‫ﺇﺤﺼﺎﺌﻴﺔ ﻓﻲ ﺘﺤﻘﻴﻕ ﺍﻟﺫﻜﺎﺀ ﻟﻠﺸﺭﻜﺎﺕ‪.‬‬ ‫ﺨﻼﻟﻬﺎ‪ ،‬ﺤﻴﺙ ﺘﺤﺩﺩ ﻫﺫﻩ ﺍﻟﻤﻌﺭﻓﺔ ﺤﺎﺠﺎﺕ ﺍﻟﻌﻤﻼﺀ ﻭﺭﻏﺒﺎﺘﻬﻡ‪،‬‬
‫‪ .2‬ﺩﺭﺍﺴﺔ ﺍﻟﻤﺤﺎﻤﻴﺩ ﻭﺁﺨﺭﻭﻥ )‪ ،(2012‬ﻫﺩﻓﺕ ﻫﺫﻩ ﺍﻟﺩﺭﺍﺴﺔ‬ ‫ﺒﺎﻹﻀﺎﻓﺔ ﺇﻟﻰ ﺘﻭﻓﻴﺭ ﺇﻤﻜﺎﻨﻴﺔ ﺍﻟﺘﻔﺎﻋل ﺍﻟﻤﺒﺎﺸﺭ ﻤﻊ ﺍﻟﻤﺭﻀﻰ‬
‫ﺇﻟﻰ ﻗﻴﺎﺱ ﺘﺄﺜﻴﺭ ﺠﻭﺩﺓ ﺨﺩﻤﺎﺕ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﻭﺘﻘﺩﻴﻡ ﺍﻟﺨﺩﻤﺎﺕ ﻟﻬﻡ ﻭﺍﻹﺠﺎﺒﺔ ﻋﻠﻰ ﺍﺴﺘﻔﺴﺎﺭﺍﺘﻬﻡ ﻭﻤﻌﺎﻟﺠﺔ‬
‫)ﺍﻟﻤﻠﻤﻭﺴﻴﺔ‪ ،‬ﺍﻻﺴﺘﺠﺎﺒﺔ‪،‬ﺍﻟﺘﻌﺎﻁﻑ‪ ،‬ﺍﻻﻋﺘﻤﺎﺩﻴﺔ‪ ،‬ﻭﺍﻷﻤﺎﻥ(‬ ‫ﺸﻜﻭﺍﻫﻡ ﻭﺘﻨﻅﻴﻡ ﻋﻤﻠﻴﺔ ﺘﻘﺩﻴﻡ ﺍﻟﺨﺩﻤﺎﺕ ﻟﻬﻡ‪Hung et al, ) .‬‬
‫ﻋﻠﻰ ﺍﻻﺴﺘﺨﺩﺍﻡ ﺍﻟﻔﻌﻠﻲ ﻟﺘﻠﻙ ﺍﻟﻨﻅﻡ ﻓﻲ ﺍﻟﺒﻨﻭﻙ ﺍﻷﺭﺩﻨﻴﺔ‪،‬‬ ‫‪(2010‬‬
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‫ﺒﺸﻜل ﺍﻴﺠﺎﺒﻲ ﻭﺫﻭ ﺩﻻﻟﺔ ﺇﺤﺼﺎﺌﻴﺔ ﻓﻲ ﺍﻟﻘﺭﺍﺭﺍﺕ ﺍﻹﺩﺍﺭﻴﺔ‬ ‫ﺍﺴﺘﺨﺩﻤﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺍﻟﻤﻨﻬﺞ ﺍﻟﻭﺼﻔﻲ ﻤﻥ ﺨﻼل ﺠﻤﻊ ﺍﻟﺒﻴﺎﻨﺎﺕ‬
‫ﻭﺍﻟﻁﺒﻴﺔ‬ ‫ﻤﻥ ﻋﻴﻨﺔ ﻤﻥ ﺍﻟﻌﺎﻤﻠﻴﻥ ﻓﻲ ﺇﺩﺍﺭﺍﺕ ﺍﻟﺒﻨﻭﻙ ﺍﻟﺭﺌﻴﺴﺔ ﺍﻟﻌﺎﻤﻠﺔ‬
‫‪ .5‬ﺩﺭﺍﺴﺔ ﺍﻟﻤﺴﻌﻭﺩﻱ )‪ (2010‬ﻫﺩﻓﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺇﻟﻰ ﺍﻟﻜﺸﻑ‬ ‫ﻓﻲ ﻤﺩﻴﻨﺔ ﻋﻤﺎﻥ ﺒﻠﻎ ﺤﺠﻤﻬﺎ )‪ (650‬ﻤﻔﺭﺩﺓ‪ ،‬ﻜﻤﺎ ﺍﺴﺘﺨﺩﻤﺕ‬
‫ﻋﻥ ﺍﻟﻤﻌﻭﻗﺎﺕ ﺍﻟﺘﻲ ﺘﺤﻭل ﺩﻭﻥ ﺘﻁﺒﻴﻕ ﺍﻹﺩﺍﺭﺓ‬ ‫ﺍﻟﺩﺭﺍﺴﺔ ﺍﻻﺴﺘﺒﺎﻨﺔ ﺍﻹﺤﺼﺎﺌﻴﺔ ﻟﺠﻤﻊ ﺍﻟﺒﻴﺎﻨﺎﺕ‪.‬‬
‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺇﺩﺍﺭﺓ ﺍﻟﻤﻭﺍﺭﺩ ﺍﻟﺒﺸﺭﻴﺔ ﻓﻲ ﺍﻟﻘﻁﺎﻉ‬ ‫ﺒﻌﺩ ﺍﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻀﻴﺎﺕ ﺘﻭﺼﻠﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺇﻟﻰ ﻋﺩﺩ ﻤﻥ‬
‫ﺍﻟﺼﺤﻲ ﺍﻟﺨﺎﺹ ﺒﻤﺩﻴﻨﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ‪ ،‬ﻭﻗﺎﻤﺕ ﺍﻟﺩﺭﺍﺴﺔ‬ ‫ﺍﻟﻨﺘﺎﺌﺞ ﻜﺎﻥ ﻤﻥ ﺃﻫﻤﻬﺎ‪ :‬ﻭﺠﻭﺩ ﺃﺜﺭ ﺍﻴﺠﺎﺒﻲ ﺫﻭ ﺩﻻﻟﺔ ﺇﺤﺼﺎﺌﻴﺔ‬
‫ﺒﻔﺤﺹ ﻤﺩﻯ ﺘﻭﻓﺭ ﺍﻟﻤﻌﻭﻗﺎﺕ ﺍﻹﺩﺍﺭﻴﺔ‪ ،‬ﺍﻟﺘﻘﻨﻴﺔ‪ ،‬ﺍﻟﺒﺸﺭﻴﺔ‪،‬‬ ‫ﻷﺒﻌﺎﺩ ﺠﻭﺩﺓ ﺨﺩﻤﺎﺕ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻋﻠﻰ ﺍﻻﺴﺘﺨﺩﺍﻡ‬
‫ﺍﻟﻤﺎﻟﻴﺔ‪ ،‬ﺍﺴﺘﺨﺩﻤﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺍﻟﻤﻨﻬﺞ ﺍﻟﻭﺼﻔﻲ ﺍﻟﺘﺤﻠﻴﻠﻲ ﻤﻥ‬ ‫ﺍﻟﻔﻌﻠﻲ ﻟﺘﻠﻙ ﺍﻟﻨﻅﻡ‬
‫ﺨﻼل ﺠﻤﻊ ﺍﻟﺒﻴﺎﻨﺎﺕ ﻋﻥ ﻤﺘﻐﻴﺭﺍﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺒﻭﺍﺴﻁﺔ‬ ‫‪ .3‬ﺩﺭﺍﺴﺔ ﺃﺒﻭ ﺸﻜﺭ )‪ ،(2012‬ﻫﺩﻓﺕ ﻫﺫﻩ ﺍﻟﺩﺭﺍﺴﺔ ﺇﻟﻰ ﺒﻴﺎﻥ‬
‫ﺍﻻﺴﺘﺒﺎﻨﺔ ﺍﻹﺤﺼﺎﺌﻴﺔ‪ ،‬ﻜﻤﺎ ﻁﺒﻘﺕ ﺍﻟﺩﺭﺍﺴﺔ ﻋﻠﻰ ﻋﻴﻨﺔ‬ ‫ﺘﺄﺜﻴﺭ ﺍﺴﺘﺨﺩﺍﻡ ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻲ ﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻘﻁﺎﻉ‬
‫ﻁﺒﻘﻴﺔ ﻋﺸﻭﺍﺌﻴﺔ ﻤﻥ ﻤﺩﻴﺭﻱ ﻭﻤﻭﻅﻔﻲ ﺍﻟﻤﻭﺍﺭﺩ ﺍﻟﺒﺸﺭﻴﺔ‬ ‫ﺍﻟﺨﺎﺹ ﻓﻲ ﻤﺩﻴﻨﺔ ﻋﻤﺎﻥ ﻋﻠﻰ ﺠﻭﺩﺓ ﺍﻟﺨﺩﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‬
‫ﻓﻲ ﺍﻟﻘﻁﺎﻉ ﺍﻟﺼﺤﻲ ﺒﻠﻎ ﺤﺠﻤﻬﺎ )‪ (100‬ﻤﻔﺭﺩﺓ ‪.‬‬ ‫ﻭﺍﻟﻔﻨﺩﻗﻴﺔ ﻭﺍﻹﺩﺍﺭﻴﺔ‪ ،‬ﺍﺴﺘﺨﺩﻤﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺍﻟﻤﻨﻬﺞ ﺍﻟﻭﺼﻔﻲ‬
‫ﺒﻌﺩ ﺍﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻀﻴﺎﺕ ﺘﻭﺼﻠﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺇﻟﻰ ﻋﺩﺩ ﻤﻥ‬ ‫ﻤﻥ ﺨﻼل ﺠﻤﻊ ﺍﻟﺒﻴﺎﻨﺎﺕ ﺤﻭل ﻤﺘﻐﻴﺭﺍﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺤﻴﺙ ﺘﻡ‬
‫ﺍﻟﻨﺘﺎﺌﺞ ﻜﺎﻥ ﻤﻥ ﺃﻫﻤﻬﺎ‪ :‬ﺇﻥ ﺍﻟﻤﻌﻭﻗﺎﺕ ﺍﻟﺘﻲ ﺘﻭﺍﺠﻪ ﺘﻁﺒﻴﻕ‬ ‫ﺍﺴﺘﺨﺩﺍﻡ ﺍﺴﺘﺒﺎﻨﺘﻴﻥ ﻟﺠﻤﻊ ﺍﻟﺒﻴﺎﻨﺎﺕ‪ ،‬ﺍﻻﺴﺘﺒﺎﻨﺔ ﺍﻷﻭﻟﻰ‬
‫ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﻤﺠﺎل ﺇﺩﺍﺭﺓ ﺍﻟﻤﻭﺍﺭﺩ ﺍﻟﺒﺸﺭﻴﺔ ﻓﻲ‬ ‫ﻁﺒﻘﺕ ﻋﻠﻰ ﻋﻴﻨﺔ ﻋﺸﻭﺍﺌﻴﺔ ﻤﻥ ﺍﻟﻌﺎﻤﻠﻴﻥ ﻓﻲ )‪(5‬‬
‫ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﺘﻤﺜﻠﺕ ﻓﻲ ﺍﻟﻤﻌﻭﻗﺎﺕ ﺍﻹﺩﺍﺭﻴﺔ ﻓﻲ ﺍﻟﻤﺭﺘﺒﺔ‬ ‫ﻤﺴﺘﺸﻔﻴﺎﺕ ﺃﺭﺩﻨﻴﺔ ﺤﻴﺙ ﺒﻠﻎ ﺤﺠﻡ ﺍﻟﻌﻴﻨﺔ )‪ (154‬ﻤﻔﺭﺩﺓ‪،‬‬
‫ﺍﻷﻭﻟﻰ ﺜﻡ ﺍﻟﻤﺎﻟﻴﺔ ﺜﻡ ﺍﻟﺒﺸﺭﻴﺔ ﺜﻡ ﺍﻟﺘﻘﻨﻴﺔ‪.‬‬ ‫ﻓﻴﻤﺎ ﻁﺒﻘﺕ ﺍﻻﺴﺘﺒﺎﻨﺔ ﺍﻟﺜﺎﻨﻴﺔ ﻋﻠﻰ ﻋﻴﻨﺔ ﻋﺸﻭﺍﺌﻴﺔ ﻤﻥ‬
‫‪ .6‬ﺩﺭﺍﺴﺔ )‪، Giannakouris and Smihily (2013‬‬ ‫ﻤﺭﻀﻰ ﺘﻠﻙ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺒﻠﻎ ﺤﺠﻤﻬﺎ )‪ (310‬ﻤﻔﺭﺩﺓ ‪.‬‬
‫ﺒﻬﺩﻑ ﺍﻟﺘﻌﺭﻑ ﺇﻟﻰ ﻤﺩﻯ ﺘﺒﻨﻲ ﺍﻟﻤﺅﺴﺴﺎﺕ ﺍﻷﻭﺭﺒﻴﺔ‬ ‫ﺒﻌﺩ ﺍﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻀﻴﺎﺕ ﺘﻭﺼﻠﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺇﻟﻰ ﻋﺩﺩ ﻤﻥ‬
‫ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪ ،‬ﻭﻤﺎ ﻫﻲ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻜﺜﺭ‬ ‫ﺍﻟﻨﺘﺎﺌﺞ ﻜﺎﻥ ﻤﻥ ﺃﻫﻤﻬﺎ ﻭﺠﻭﺩ ﺘﺄﺜﻴﺭ ﺍﻴﺠﺎﺒﻲ ﻻﺴﺘﺨﺩﺍﻡ ﺘﻘﻨﻴﺔ‬
‫ﺍﺴﺘﺨﺩﺍﻤﺎ‪ ،‬ﺍﻋﺘﻤﺩﺕ ﺍﻟﺩﺭﺍﺴﺔ ﻋﻠﻰ ﺃﺴﻠﻭﺏ ﺘﺤﻠﻴل ﺍﻟﺒﻴﺎﻨﺎﺕ‬ ‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻋﻠﻰ ﺠﻭﺩﺓ ﺍﻟﺨﺩﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ ﻭﺍﻟﻔﻨﺩﻗﻴﺔ ﻭﺍﻹﺩﺍﺭﻴﺔ‬
‫ﺍﻟﻨﺎﺘﺠﺔ ﻤﻥ ﺍﻟﻤﺴﺢ ﺍﻟﺫﻱ ﺃﺠﺭﻱ ﻋﺎﻡ ‪ 2012‬ﻤﻥ ﻗﺒل‬ ‫ﺍﻟﻤﻘﺩﻤﺔ ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ‪.‬‬
‫ﺍﻻﺘﺤﺎﺩ ﺍﻷﻭﺭﺒﻲ ﻻﺴﺘﺨﺩﺍﻡ ﺘﻁﺒﻴﻘﺎﺕ ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ‬ ‫‪ .4‬ﺩﺭﺍﺴﺔ ﺍﻟﺩﻭﻴﻙ )‪ ،(2010‬ﻫﺩﻓﺕ ﻫﺫﻩ ﺍﻟﺩﺭﺍﺴﺔ ﺇﻟﻰ ﺘﺤﺩﻴﺩ‬
‫ﻭﺍﻻﺘﺼﺎﻻﺕ ﻭﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻟﻤﺅﺴﺴﺎﺕ‪ ،‬ﺤﻴﺙ‬ ‫ﺍﻵﺜﺎﺭ ﺍﻟﻤﺘﺭﺘﺒﺔ ﻋﻠﻰ ﺍﺴﺘﺨﺩﺍﻡ ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‬
‫ﺘﻡ ﻤﺴﺢ ﺒﻴﺎﻨﺎﺕ )‪ (1.5‬ﻤﻠﻴﻭﻥ ﻤﺅﺴﺴﺔ ﻓﻲ ‪ 27‬ﺩﻭﻟﺔ‬ ‫ﺍﻟﻤﺤﻭﺴﺒﺔ ﻋﻠﻰ ﻋﻤﻠﻴﺎﺕ ﺼﻨﻊ ﺍﻟﻘﺭﺍﺭﺍﺕ ﺍﻹﺩﺍﺭﻴﺔ ﻭﺍﻟﻁﺒﻴﺔ‬
‫ﺃﺭﻭﺒﻴﺔ‪ %83 ،‬ﻤﻥ ﺍﻟﻤﺅﺴﺴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻫﻲ ﻤﺅﺴﺴﺎﺕ‬ ‫ﻓﻲ ﻤﺴﺘﺸﻔﻰ ﻏﺯﺓ ﺍﻷﻭﺭﺒﻲ‪ ،‬ﺒﺎﻹﻀﺎﻓﺔ ﺇﻟﻰ ﺍﻟﻜﺸﻑ ﻋﻥ‬
‫ﺼﻐﻴﺭﺓ ﻴﻘل ﻋﺩﺩ ﺍﻟﻌﺎﻤﻠﻴﻥ ﻓﻴﻬﺎ ﻋﻥ )‪ ،(50‬ﻭ‪ %14‬ﻤﻥ‬ ‫ﻭﺍﻗﻊ ﺍﺴﺘﺨﺩﺍﻡ ﻫﺫﻩ ﺍﻟﻨﻅﻡ ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻗﻴﺩ ﺍﻟﺩﺭﺍﺴﺔ‪،‬‬
‫ﺍﻟﻤﺅﺴﺴﺎﺕ ﻫﻲ ﻤﺅﺴﺴﺎﺕ ﻤﺘﻭﺴﻁﺔ ﻴﺘﺭﺍﻭﺡ ﻋﺩﺩ ﺍﻟﻌﺎﻤﻠﻴﻥ‬ ‫ﺍﺴﺘﺨﺩﻤﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺍﻟﻤﻨﻬﺞ ﺍﻟﻭﺼﻔﻲ ﺍﻟﺘﺤﻠﻴﻠﻲ ﻤﻥ ﺨﻼل‬
‫ﻓﻴﻬﺎ ﻤﻥ ‪ 249-50‬ﻋﺎﻤل‪ ،‬ﻭ‪ %3‬ﻤﻥ ﺍﻟﻤﺅﺴﺴﺎﺕ ﻫﻲ‬ ‫ﺠﻤﻊ ﺍﻟﺒﻴﺎﻨﺎﺕ ﻋﻥ ﻤﺘﻐﻴﺭﺍﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺒﻭﺍﺴﻁﺔ ﺍﻻﺴﺘﺒﺎﻨﺔ‬
‫ﻤﺅﺴﺴﺎﺕ ﻜﺒﻴﺭﺓ ﻴﺯﻴﺩ ﻋﺩﺩ ﺍﻟﻌﺎﻤﻠﻴﻥ ﻓﻴﻬﺎ ﻋﻥ ‪.249‬‬ ‫ﺍﻹﺤﺼﺎﺌﻴﺔ‪ ،‬ﻜﻤﺎ ﻁﺒﻘﺕ ﺍﻟﺩﺭﺍﺴﺔ ﻋﻠﻰ ﻋﻴﻨﺔ ﻋﺸﻭﺍﺌﻴﺔ ﻤﻥ‬
‫ﻗﺎﻤﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺒﻔﺤﺹ ﻤﺩﻯ ﺘﺒﻨﻲ ﺘﻠﻙ ﺍﻟﻤﺅﺴﺴﺎﺕ ﻟﺘﻘﻨﻴﺎﺕ‬ ‫ﺍﻟﻌﺎﻤﻠﻴﻥ ﻓﻲ ﻤﺨﺘﻠﻑ ﺃﻗﺴﺎﻡ ﺍﻟﻤﺴﺘﺸﻔﻰ ﺒﻠﻎ ﺤﺠﻤﻬﺎ )‪(140‬‬
‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺍﻵﺘﻴﺔ‪ :‬ﺍﻟﻭﺼﻭل ﻟﻺﻨﺘﺭﻨﺕ‪ ،‬ﺍﻤﺘﻼﻙ ﻤﻭﻗﻊ‬ ‫ﻤﻔﺭﺩﺓ ‪.‬‬
‫ﺍﻟﻜﺘﺭﻭﻨﻲ‪ ،‬ﻤﺸﺎﺭﻜﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺩﺍﺨل ﺍﻟﻤﺅﺴﺴﺔ‪ ،‬ﻨﻅﻡ ﺘﺨﻁﻴﻁ‬ ‫ﺒﻌﺩ ﺍﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻀﻴﺎﺕ ﺘﻭﺼﻠﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺇﻟﻰ ﻋﺩﺩ ﻤﻥ‬
‫ﻤﻭﺍﺭﺩ ﺍﻟﻤﺅﺴﺴﺔ‪ ،‬ﻨﻅﻡ ﺴﻼﺴل ﺍﻟﺘﻭﺭﻴﺩ‪ ،‬ﻨﻅﻡ ﺇﺩﺍﺭﺓ ﺍﻟﻌﻼﻗﺔ ﻤﻊ‬ ‫ﺍﻟﻨﺘﺎﺌﺞ ﻜﺎﻥ ﻤﻥ ﺃﻫﻤﻬﺎ‪ :‬ﺍﺭﺘﻔﺎﻉ ﻤﺴﺘﻭﻯ ﺍﺴﺘﺨﺩﺍﻡ ﻨﻅﻡ‬
‫ﺍﻟﻌﻤﻼﺀ‪.‬‬ ‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻰ‪ ،‬ﻜﻤﺎ ﺃﻥ ﻫﺫﻩ ﺍﻟﻨﻅﻡ ﺘﺅﺜﺭ‬
‫‪-540-‬‬
‫ﺍﻟﻤﺠﻠﺩ ‪ ،10‬ﺍﻟﻌﺩﺩ ‪2014 ،4‬‬
‫ﹼ‬ ‫ا‪ ‬ا‪‬رد‪  ‬إدارة ا‪‬ل‪،‬‬
‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪ ،‬ﻤﺩﺭﺍﺀ ﺴﻼﺴل ﺍﻟﺘﻭﺭﻴﺩ‪ ،‬ﻭﻏﻴﺭﻫﻡ( ﻓﻲ ‪26‬‬ ‫ﻤﻥ ﺃﻫﻡ ﺍﻟﻨﺘﺎﺌﺞ ﺍﻟﺘﻲ ﺘﻭﺼﻠﺕ ﺇﻟﻴﻬﺎ ﺍﻟﺩﺭﺍﺴﺔ‪ ،‬ﺃﻥ‬
‫ﻤﻨﻅﻤﺔ ﺘﻨﺘﻤﻲ ﺇﻟﻰ ﻗﻁﺎﻉ ﺨﺩﻤﺎﺕ ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ )‬ ‫ﺍﻟﻤﺅﺴﺴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﺤﻘﻘﺕ ﺘﻘﺩﻤﺎﹰ ﻤﻠﻤﻭﺴﺎﹰ ﻓﻲ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ‬
‫ﻤﺴﺘﺸﻔﻴﺎﺕ‪ ،‬ﺍﻟﺸﺭﻜﺎﺕ ﺍﻟﻤﻨﺘﺠﺔ ﻟﻠﺴﻠﻊ ﺍﻟﻤﺴﺘﺨﺩﻤﺔ ﻓﻲ‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻟﻌﺎﻡ ‪2012‬ﻤﻘﺎﺭﻨﺔ ﻤﻊ ﺍﻟﻌﺎﻡ ‪،2010‬‬
‫ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ‪ ،‬ﺸﺭﻜﺎﺕ ﻭﻤﺼﺎﻨﻊ ﺍﻷﺩﻭﻴﺔ‪ ،‬ﺍﻟﻤﻭﺯﻋﻴﻥ‪،‬‬ ‫ﻜﻤﺎ ﺃﻥ ﺍﻟﻤﺅﺴﺴﺎﺕ ﺍﻟﻜﺒﻴﺭﺓ ﻜﺎﻨﺕ ﻫﻲ ﺍﻷﻜﺜﺭ ﻓﻲ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻲ‬
‫ﺍﻟﺼﻴﺩﻟﻴﺎﺕ‪ ،‬ﻭﺸﺭﻜﺎﺕ ﺍﻟﺘﻘﻨﻴﺔ ﺍﻟﻁﺒﻴﺔ(‪ ،‬ﻜﻤﺎ ﺍﻋﺘﻤﺩﺕ‬ ‫ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ‪ ،‬ﻭﺃﻥ ﺃﻜﺜﺭ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺘﻲ ﺘﺒﻨﺘﻬﺎ ﻫﺫﻩ ﺍﻟﻤﺅﺴﺴﺎﺕ‬
‫ﺍﻟﺩﺭﺍﺴﺔ ﻋﻠﻰ ﺍﻟﺘﻘﺎﺭﻴﺭ ﻭﺍﻟﻭﺜﺎﺌﻕ ﺍﻟﺭﺴﻤﻴﺔ ﻟﺘﻠﻙ ﺍﻟﺸﺭﻜﺎﺕ‬ ‫ﻫﻲ ﺍﻟﻭﺼﻭل ﺇﻟﻰ ﺍﻻﻨﺘﺭﻨﺕ ﻭﺃﻗل ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﻫﻭ ﺍﺴﺘﺨﺩﺍﻡ‬
‫ﻓﻲ ﺠﻤﻊ ﺒﻌﺽ ﺍﻟﺒﻴﺎﻨﺎﺕ ﺍﻟﺘﻲ ﺘﺨﺩﻡ ﺍﻟﺩﺭﺍﺴﺔ‪.‬‬ ‫ﻨﻅﻡ ﺘﺨﻁﻴﻁ ﻤﻭﺍﺭﺩ ﺍﻟﻤﺅﺴﺴﺔ‪.‬‬
‫ﺘﻭﺼﻠﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺇﻟﻰ ﻋﺩﺩ ﻤﻥ ﺍﻟﻨﺘﺎﺌﺞ ﻜﺎﻥ ﻤﻥ ﺃﻫﻤﻬﺎ ﺃﻥ‬ ‫‪ .7‬ﺩﺭﺍﺴﺔ )‪،Mikalef and Batenburg (2011‬‬
‫ﺴﻠﺒﺎ ﺃﻭ ﺇﻴﺠﺎﺒﺎ ﻓﻲ ﺘﺒﻨﻲ ﻤﻨﻅﻤﺎﺕ‬
‫ﺍﻟﻌﻭﺍﻤل ﺍﻟﺤﺭﺠﺔ ﺍﻟﺘﻲ ﺘﺅﺜﺭ ﹰ‬ ‫ﻫﺩﻓﺕ ﻫﺫﻩ ﺍﻟﺩﺭﺍﺴﺔ ﺇﻟﻰ ﺍﻟﺘﻌﺭﻴﻑ ﺒﺎﻟﻌﻨﺎﺼﺭ ﺍﻟﺭﺌﻴﺴﺔ‬
‫ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﻟﻨﻤﻁ )‪ (B2B‬ﻓﻲ ﺍﻟﺘﺠﺎﺭﺓ ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻴﻤﻜﻥ‬ ‫ﻟﺘﺒﻨﻲ ﺘﻁﺒﻴﻘﺎﺕ ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪،‬‬
‫ﺘﺼﻨﻴﻔﻬﺎ ﺇﻟﻰ ﻋﻭﺍﻤل ﺘﻨﻅﻴﻤﻴﺔ ﻭﻋﻭﺍﻤل ﻤﺭﺘﺒﻁﺔ ﺒﻨﻭﻉ ﺍﻟﺼﻨﺎﻋﺔ‬ ‫ﻭﺼﻴﺎﻏﺔ ﻨﻤﻭﺫﺝ ﻟﺘﻘﻴﻴﻡ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻲ ﻭﻨﻀﺞ ﻫﺫﻩ‬
‫ﺍﻟﺘﻲ ﺘﻨﺘﻤﻲ ﺇﻟﻴﻬﺎ ﺍﻟﻤﺅﺴﺴﺔ ﻤﺜل ﺍﻟﺘﻨﻅﻴﻡ ﺍﻟﺤﻜﻭﻤﻲ ﻟﻌﻤﻠﻴﺎﺕ‬ ‫ﺍﻟﺘﻁﺒﻴﻘﺎﺕ‪ ،‬ﺍﺴﺘﺨﺩﻤﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺃﺴﻠﻭﺏ ﺍﻟﻤﺴﺢ ﻓﻲ ﺠﻤﻊ‬
‫ﺍﻟﺘﺠﺎﺭﺓ ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﻴﻥ ﺍﻟﻤﺅﺴﺴﺎﺕ ﻭﺍﻟﻤﻌﺎﻴﻴﺭ ﻭﺍﻟﺒﺭﻭﺘﻭﻜﻭﻻﺕ‬ ‫ﺍﻟﺒﻴﺎﻨﺎﺕ ﻤﻥ ﺍﻟﺒﺤﻭﺙ ﺍﻷﻭﺭﺒﻴﺔ ﺍﻟﺘﻲ ﺃﺠﺭﻴﺕ ﻋﻠﻰ ‪18‬‬
‫ﺍﻟﺩﻭﻟﻴﺔ ﺫﺍﺕ ﺍﻟﻌﻼﻗﺔ ﻭﻜﺫﻟﻙ ﺩﻭﺭ ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ‪ ،‬ﺒﺎﻹﻀﺎﻓﺔ‬ ‫ﺩﻭﻟﺔ‪،‬ﺜﻡ ﺘﻡ ﺘﻁﺒﻴﻕ ﺍﻟﺘﺤﻠﻴل ﺍﻹﺤﺼﺎﺌﻲ ﻋﻠﻰ ﺍﻟﺒﻴﺎﻨﺎﺕ‬
‫ﺇﻟﻰ ﻋﻭﺍﻤل ﺫﺍﺕ ﻋﻼﻗﺔ ﺒﺎﻟﻤﻌﺭﻓﺔ ﻭﺍﻟﻤﻭﺍﺭﺩ ﻤﺜل ﻗﺩﺭﺓ ﺍﻟﻤﻨﻅﻤﺔ‬ ‫ﺍﻟﻤﺠﻤﻌﺔ ﻭﺍﺨﺘﺒﺎﺭ ﻓﺭﻀﻴﺎﺕ ﺍﻟﺩﺭﺍﺴﺔ‪.‬‬
‫ﻋﻠﻰ ﺍﻻﺤﺘﻔﺎﻅ ﺒﺎﻟﻤﻌﺭﻓﺔ ﻭﺇﺩﺍﺭﺘﻬﺎ‪ ،‬ﻭﺍﻟﻤﻭﺍﺭﺩ ﺍﻟﻤﺎﻟﻴﺔ ﻭﺍﻹﺩﺍﺭﻴﺔ‬ ‫ﺘﻭﺼﻠﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺇﻟﻰ ﻋﺩﺩ ﻤﻥ ﺍﻟﻨﺘﺎﺌﺞ ﻜﺎﻥ ﻤﻥ ﺃﻫﻤﻬﺎ ‪ :‬ﺃﻥ‬
‫ﻟﻠﻤﻨﻅﻤﺔ‪ ،‬ﻭﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻟﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻴﻬﺎ‪ ،‬ﻭﺃﺨﻴﺭﺍﹰ‬ ‫ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻷﻭﺭﺒﻴﺔ ﻟﺘﻁﺒﻴﻘﺎﺕ ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻴﺭﺘﺒﻁ‬
‫ﻋﻭﺍﻤل ﺫﺍﺕ ﻋﻼﻗﺔ ﺒﺎﻟﻌﻨﺼﺭ ﺍﻟﺒﺸﺭﻱ ﻤﺜل ﻤﺩﻯ ﺍﻫﺘﻤﺎﻡ ﻭﺩﻋﻡ‬ ‫ﺍﺭﺘﺒﺎﻁﺎ ﻗﻭﻴﺎ ﺒﺤﺠﻡ ﺍﻟﻤﺴﺘﺸﻔﻰ‪ ،‬ﻋﺩﺩ ﺍﻟﻌﺎﻤﻠﻴﻥ‪ ،‬ﻭﻋﺩﺩ ﺍﻷﺴﺭﺓ‬
‫ﺍﻹﺩﺍﺭﺓ ﻭﺍﻟﻤﻼﻙ ﻟﺘﺒﻨﻲ ﻫﺫﺍ ﺍﻟﻨﻤﻁ ﻓﻲ ﺍﻟﺘﺠﺎﺭﺓ ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﻓﻴﻬﺎ‪ ،‬ﻜﻤﺎ ﺘﻭﺼﻠﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺇﻟﻰ ﻭﺠﻭﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ‬
‫ﻭﻋﻭﺍﻤل ﺍﻟﺴﻴﺎﺴﺔ ﻭﺍﻟﺜﻘﺎﻓﺔ ﺍﻟﺘﻲ ﺘﻤﺘﻠﻜﻬﺎ ﺍﻟﻤﻨﻅﻤﺔ‪.‬‬ ‫ﺇﺤﺼﺎﺌﻴﺔ ﻓﻲ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻟﺘﻁﺒﻴﻘﺎﺕ‬
‫ﻋﻼﻗﺔ ﺍﻟﺩﺭﺍﺴﺔ ﺍﻟﺤﺎﻟﻴﺔ ﺒﺎﻟﺩﺭﺍﺴﺎﺕ ﺍﻟﺴﺎﺒﻘﺔ‪:‬‬ ‫ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺘﻌﺯﻯ ﺇﻟﻰ ﻨﻭﻉ ﺍﻟﻤﺴﺘﺸﻔﻰ )ﻋﺎﻡ‪ ،‬ﺘﺨﺼﺼﻲ(‬
‫ﺍﻟﺠﺩﻭل ﺭﻗﻡ )‪ (1‬ﻴﻠﺨﺹ ﻤﺩﻯ ﺍﺴﺘﻔﺎﺩﺓ ﺍﻟﺩﺭﺍﺴﺔ ﺍﻟﺤﺎﻟﻴﺔ ﻤﻥ‬ ‫ﻭﻜﺎﻥ ﺫﻟﻙ ﻟﺼﺎﻟﺢ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺘﺨﺼﺼﻴﺔ‪.‬‬
‫ﺍﻟﺩﺭﺍﺴﺎﺕ ﺍﻟﺴﺎﺒﻘﺔ ﻭﻤﺎ ﺘﺘﻤﻴﺯ ﺒﻪ ﺍﻟﺩﺭﺍﺴﺔ ﺍﻟﺤﺎﻟﻴﺔ ﻋﻥ ﺘﻠﻙ‬ ‫‪ .8‬ﺩﺭﺍﺴﺔ )‪ ،Lin and et al (2010‬ﻫﺩﻓﺕ ﻫﺫﻩ ﺍﻟﺩﺭﺍﺴﺔ‬
‫ﺍﻟﺩﺭﺍﺴﺎﺕ‪ ،‬ﺤﻴﺙ ﺘﻌﺩ ﺍﻟﺩﺭﺍﺴﺔ ﺍﻟﺤﺎﻟﻴﺔ ﻤﻥ ﺃﻭﻟﻰ ﺍﻟﺩﺭﺍﺴﺎﺕ –‬ ‫ﺇﻟﻰ ﺍﻟﻜﺸﻑ ﻋﻥ ﻤﺩﻯ ﺘﺒﻨﻲ ﻤﻨﻅﻤﺎﺕ ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﻓﻲ‬
‫ﻋﻠﻰ ﺤﺩ ﻤﻌﺭﻓﺔ ﺍﻟﺒﺎﺤﺙ‪ -‬ﺍﻟﺘﻲ ﺘﻌﻨﻰ ﺒﺎﻟﻜﺸﻑ ﻭﺍﻗﻊ ﺘﺒﻨﻲ‬ ‫ﺍﺴﺘﺭﺍﻟﻴﺎ ﻟﻨﻤﻁ )‪ (B2B‬ﻓﻲ ﺍﻟﺘﺠﺎﺭﺓ ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪،‬‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬ ‫ﻭﺍﻟﻌﻭﺍﻤل ﺍﻟﻤﺅﺜﺭﺓ ﻓﻲ ﺫﻟﻙ‪ ،‬ﺜﻡ ﻭﻀﻊ ﺇﻁﺎﺭ ﻋﺎﻡ ﻹﺩﺍﺭﺓ‬
‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻭﻤﺤﺩﺩﺍﺘﻬﺎ ﺤﻴﺙ ﺘﺨﺘﻠﻑ ﻋﻥ ﺍﻟﺩﺭﺍﺴﺎﺕ ﺍﻟﺴﺎﺒﻘﺔ‬ ‫ﺘﻠﻙ ﺍﻟﻌﻭﺍﻤل ﻭﺍﻟﺘﺤﻜﻡ ﻓﻴﻬﺎ ﺒﺤﻴﺙ ﺘﻜﻭﻥ ﻋﻭﺍﻤل ﻤﺴﺎﻋﺩﺓ‬
‫ﻓﻲ ﻤﺠﺘﻤﻊ ﺍﻟﺩﺭﺍﺴﺔ ﺭﻏﻡ ﺘﺸﺎﺒﻬﻬﺎ ﻓﻲ ﺍﻟﻤﻨﻬﺠﻴﺔ ﺍﻟﻤﺘﺒﻌﺔ‪ ،‬ﻜﻤﺎ‬ ‫ﻻ ﺘﻌﻴﻕ ﺘﺒﻨﻲ ﻫﺫﺓ ﺍﻟﺘﻘﻨﻴﺎﺕ‪ ،‬ﺍﺴﺘﺨﺩﻤﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺃﺴﻠﻭﺏ‬
‫ﺃﻥ ﺍﻟﺩﺭﺍﺴﺔ ﺍﻟﺤﺎﻟﻴﺔ ﺘﺘﻤﻴﺯ ﻓﻲ ﺒﻌﺽ ﺍﻟﻨﻘﺎﻁ ﺍﻟﻤﻭﻀﺤﺔ ﻓﻲ‬ ‫ﺍﻟﻤﻘﺎﺒﻠﺔ ﺍﻟﺸﺨﺼﻴﺔ ﻟﺠﻤﻊ ﺍﻟﺒﻴﺎﻨﺎﺕ ﻤﻥ ﻋﻴﻨﺔ ﺍﻟﺩﺭﺍﺴﺔ ﺍﻟﺘﻲ‬
‫ﺍﻟﺠﺩﻭل‪.‬‬ ‫ﺘﻀﻤﻨﺕ )ﻤﺩﺭﺍﺀ ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ‪ ،‬ﻤﺩﺭﺍﺀ ﺍﻟﻤﺸﺘﺭﻴﺎﺕ‬
‫‪-541-‬‬
‫ﺠﺩﻭل )‪(1‬‬
‫ﻤﻠﺨﺹ ﺍﻟﺩﺭﺍﺴﺎﺕ ﺍﻟﺴﺎﺒﻘﺔ ﻭﻋﻼﻗﺘﻬﺎ ﺒﺎﻟﺩﺭﺍﺴﺔ ﺍﻟﺤﺎﻟﻴﺔ‬
‫ﻤﺎ ﻴﻤﻴﺯ‬
‫ﺍﻻﺴﺘﻔﺎﺩﺓ ﻤﻥ ﺍﻟﺩﺭﺍﺴﺎﺕ ﺍﻟﺴﺎﺒﻘﺔ‬ ‫ﺍﻟﻬﺩﻑ‬ ‫ﺍﻟﺩﺭﺍﺴﺔ‬ ‫ﺘﺴﻠﺴل‬
‫ﺍﻟﺩﺭﺍﺴﺔ ﺍﻟﺤﺎﻟﻴﺔ‬
‫ﺍﻟﻬﺩﻑ ﺍﻷﻭل‬ ‫ﺍﻟﺘﻌﺭﻑ ﺍﻟﻰ ﺃﺜﺭ ﺘﻁﺒﻴﻘﺎﺕ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﻤﻌﺭﻓﺔ ﻤﺩﻯ ﺘﻁﺒﻴﻕ ﺘﻘﻨﻴﺎﺕ‬ ‫ﺩﺭﺍﺴﺔ ﺍﻟﺯﺒﻥ‬ ‫‪.1‬‬
‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻟﻤﻨﻅﻤﺎﺕ‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺫﻜﺎﺀ ﺸﺭﻜﺎﺕ ﺍﻷﺩﻭﻴﺔ‬ ‫)‪(2013‬‬
‫ﺍﻟﺼﺤﻴﺔ‬
‫ﺍﻟﻬﺩﻑ ﺍﻟﺜﺎﻨﻲ‬ ‫ﺩﺭﺍﺴﺔ ﺍﻟﻤﺤﺎﻤﻴﺩ ﻭﺁﺨﺭﻭﻥ ﻗﻴﺎﺱ ﺘﺄﺜﻴﺭ ﺠﻭﺩﺓ ﺨﺩﻤﺎﺕ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﻤﻌﺭﻓﺔ ﺍﻟﻌﻭﺍﻤل ﺍﻟﻤﺅﺜﺭﺓ ﻓﻲ ﺘﺒﻨﻲ‬ ‫‪.2‬‬
‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻋﻠﻰ ﺍﻻﺴﺘﺨﺩﺍﻡ ﺍﻟﻔﻌﻠﻲ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫)‪(2012‬‬
‫ﻟﺘﻠﻙ ﺍﻟﻨﻅﻡ ﻓﻲ ﺍﻟﺒﻨﻭﻙ‬
‫ﺍﻟﻬﺩﻑ ﺍﻷﻭل‬ ‫ﺩﺭﺍﺴﺔ ﺃﺒﻭ ﺸﻜﺭ )‪ (2012‬ﺒﻴﺎﻥ ﺘﺄﺜﻴﺭ ﺍﺴﺘﺨﺩﺍﻡ ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻤﻌﺭﻓﺔ ﺘﻁﺒﻴﻘﺎﺕ ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ‬ ‫‪.3‬‬
‫‪ +‬ﺍﻟﺜﺎﻨﻲ‬ ‫ﻓﻲ ﺍﻟﻘﻁﺎﻉ ﺍﻟﺼﺤﻲ ﻋﻠﻰ ﺠﻭﺩﺓ ﻓﻲ ﺍﻟﻘﻁﺎﻉ ﺍﻟﺼﺤﻲ‬
‫ﺍﻟﺨﺩﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‬
‫ﺍﻟﻬﺩﻑ ﺍﻷﻭل‬ ‫ﺘﺤﺩﻴﺩ ﺍﻵﺜﺎﺭ ﺍﻟﻤﺘﺭﺘﺒﺔ ﻋﻠﻰ ﺍﺴﺘﺨﺩﺍﻡ ﻤﻌﺭﻓﺔ ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‬ ‫ﺩﺭﺍﺴﺔ ﺍﻟﺩﻭﻴﻙ )‪(2010‬‬ ‫‪.4‬‬
‫‪ +‬ﺍﻟﺜﺎﻨﻲ‪+‬ﺍﻟﺜﺎﻟﺙ‬ ‫ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ ﻋﻠﻰ ﻋﻤﻠﻴﺎﺕ ﺍﻟﻤﺴﺘﺨﺩﻤﺔ‬
‫ﺼﻨﻊ ﺍﻟﻘﺭﺍﺭﺍﺕ ﺍﻹﺩﺍﺭﻴﺔ ﻭﺍﻟﻁﺒﻴﺔ‬
‫ﺍﻟﻬﺩﻑ ﺍﻷﻭل‬ ‫ﺍﻟﻜﺸﻑ ﻋﻥ ﺍﻟﻤﻌﻭﻗﺎﺕ ﺍﻟﺘﻲ ﺘﺤﻭل ﺩﻭﻥ ﺍﻟﺘﻌﺭﻑ ﺇﻟﻰ ﺃﻫﻡ ﺍﻟﻤﻌﻴﻘﺎﺕ ﺍﻟﺘﻲ‬ ‫ﺩﺭﺍﺴﺔ ﺍﻟﻤﺴﻌﻭﺩﻱ‬ ‫‪.5‬‬
‫‪ +‬ﺍﻟﺜﺎﻟﺙ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﺘﻁﺒﻴﻘﺎﺕ‬ ‫ﺘﻁﺒﻴﻕ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺇﺩﺍﺭﺓ ﺘﻭﺍﺠﻪ‬ ‫)‪(2010‬‬
‫ﺍﻟﻤﻭﺍﺭﺩ ﺍﻟﺒﺸﺭﻴﺔ ﻓﻲ ﺍﻟﻘﻁﺎﻉ ﺍﻟﺼﺤﻲ ﺍﻻﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﻤﺠﺘﻤﻊ ﺍﻟﺩﺭﺍﺴﺔ‬
‫ﻓﻲ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ‬
‫ﺍﻟﻬﺩﻑ ﺍﻷﻭل‬ ‫ﺍﻷﻋﻤﺎل‬ ‫ﺘﻘﻨﻴﺎﺕ‬ ‫ﺩﺭﺍﺴﺔ ‪ Giannakouris‬ﺍﻟﺘﻌﺭﻑ ﻋﻠﻰ ﻤﺩﻯ ﺘﺒﻨﻲ ﺍﻟﻤﺅﺴﺴﺎﺕ ﻤﻌﺭﻓﺔ‬ ‫‪.6‬‬
‫‪ +‬ﺍﻟﺜﺎﻨﻲ‪+‬ﺍﻟﺜﺎﻟﺙ‬ ‫)‪ and Smihily (2013‬ﺍﻷﻭﺭﺒﻴﺔ ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪ ،‬ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺍﻟﺸﺎﺌﻌﺔ‬
‫ﻭﻤﺎ ﻫﻲ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻜﺜﺭ ﺍﺴﺘﺨﺩﺍﻤﺎ‬
‫ﺍﻟﻬﺩﻑ ﺍﻟﺜﺎﻨﻲ‬ ‫ﺩﺭﺍﺴﺔ ‪ Mikalef and‬ﻤﻌﺭﻓﺔ ﺘﺒﻨﻲ ﺘﻁﺒﻴﻘﺎﺕ ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻤﻌﺭﻓﺔ ﺍﻟﻌﻭﺍﻤل ﺍﻟﺘﻲ ﺘﺤﻜﻡ ﺍﻟﺘﻔﺎﻭﺕ‬ ‫‪.7‬‬
‫‪ +‬ﺍﻟﺜﺎﻟﺙ‬ ‫ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪ ،‬ﻭﺼﻴﺎﻏﺔ ﻨﻤﻭﺫﺝ ﺒﻴﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻓﻲ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺔ‬ ‫)‪Batenburg (2011‬‬
‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻋﻤﻭﻤﺎ ﻭﻜﻴﻔﻴﺔ ﻗﻴﺎﺱ‬ ‫ﻟﺘﻘﻴﻴﻡ ﻤﺴﺘﻭﻯ ﺍﻟﺘﺒﻨﻲ‬
‫ﻤﺴﺘﻭﻯ ﺍﻟﺘﺒﻨﻲ‬
‫ﺍﻟﻬﺩﻑ ﺍﻷﻭل‬ ‫ﺩﺭﺍﺴﺔ ‪ Lin and et al‬ﺍﻟﻜﺸﻑ ﺍﻟﻤﺩﻯ ﺘﺒﻨﻲ ﻤﻨﻅﻤﺎﺕ ﺍﻟﺭﻋﺎﻴﺔ ﻤﻌﺭﻓﺔ ﻤﺤﺩﺩﺍﺕ ﺘﺒﻨﻲ ﻨﻤﻁ‬ ‫‪.8‬‬
‫‪ +‬ﺍﻟﺜﺎﻟﺙ‬ ‫ﺍﻟﺼﺤﻴﺔ ﻓﻲ ﺍﺴﺘﺭﺍﻟﻴﺎ ﻟﻨﻤﻁ )‪ (B2B‬ﻓﻲ )‪ (B2B‬ﻓﻲ ﺍﻟﺘﺠﺎﺭﺓ ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫)‪(2010‬‬
‫ﻓﻲ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‬ ‫ﺍﻟﺘﺠﺎﺭﺓ ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪ ،‬ﻭﻤﻌﻴﻘﺎﺘﻬﺎ‬
‫ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪ ،‬ﻭﻤﺎ ﻫﻲ‬ ‫ﺍﻟﻤﻨﻬﺠﻴﺔ ﻭﺍﻹﺠﺭﺍﺀﺍﺕ‪:‬‬

‫ﺍﻟﻤﺤﺩﺩﺍﺕ ﺍﻟﺘﻲ ﺘﻭﺍﺠﻬﻬﺎ‪ ،‬ﻭﻜﺫﻟﻙ ﻤﻘﺎﺭﻨﺔ ﻤﺴﺘﻭﻴﺎﺕ ﺘﺒﻨﻲ ﺘﻠﻙ‬ ‫ﻨﻅﺭﺍﹰ ﻟﻁﺒﻴﻌﺔ ﺍﻟﺩﺭﺍﺴﺔ ﻭﺍﻷﻫﺩﺍﻑ ﺍﻟﺘﻲ ﺘﺴﻌﻰ ﻟﺘﺤﻘﻴﻘﻬﺎ‬
‫ﺍﻟﺘﻘﻨﻴﺎﺕ ﻟﺩﻯ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻭﻓﻘﺎﹰ ﻟﻤﺘﻐﻴﺭﺍﺕ )ﺍﻟﻘﻁﺎﻉ ﺍﻟﺫﻱ ﺘﻨﺘﻤﻲ‬ ‫ﻭﺍﻟﻤﺘﻤﺜﻠﺔ ﻓﻲ ﻤﻌﺭﻓﺔ ﻤﺩﻯ ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ‬
‫‪-542-‬‬
‫ﺍﻟﻤﺠﻠﺩ ‪ ،10‬ﺍﻟﻌﺩﺩ ‪2014 ،4‬‬
‫ﹼ‬ ‫ا‪ ‬ا‪‬رد‪  ‬إدارة ا‪‬ل‪،‬‬
‫ﻟﻠﻭﺼﻭل ﺇﻟﻰ ﺍﺴﺘﻨﺘﺎﺠﺎﺕ ﺘﺨﺩﻡ ﺃﻫﺩﺍﻑ ﺍﻟﺩﺭﺍﺴﺔ‪.‬‬ ‫ﺇﻟﻴﻪ ﺍﻟﻤﺴﺘﺸﻔﻰ‪،‬ﻨﻭﻉ ﺍﻟﻤﺴﺘﺸﻔﻰ‪ ،‬ﺍﻟﻌﻤﺭ ﺍﻟﺯﻤﻨﻲ ﻟﻠﻤﺴﺘﺸﻔﻰ‪،‬‬
‫ﻤﺠﺘﻤﻊ ﺍﻟﺩﺭﺍﺴﺔ ﻭﻭﺤﺩﺓ ﺍﻟﻤﻌﺎﻴﻨﺔ‪:‬‬ ‫ﺤﺠﻡ ﺍﻟﻤﺴﺘﺸﻔﻰ ﺒﺩﻻﻟﺔ ﻋﺩﺩ ﺍﻷﺴﺭﺓ ﻓﻴﻬﺎ(‪ ،‬ﻟﺫﻟﻙ ﺴﻴﺘﻡ ﺍﺴﺘﺨﺩﺍﻡ‬
‫ﻴﺘﻤﺜل ﻤﺠﺘﻤﻊ ﺍﻟﺩﺭﺍﺴﺔ ﺒﺠﻤﻴﻊ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺤﻜﻭﻤﻴﺔ‬ ‫ﺍﻷﺴﻠﻭﺏ ﺍﻻﺴﺘﻁﻼﻋﻲ ﺍﻟﻜﺸﻔﻲ ﺍﻟﺫﻱ ﻴﻨﺩﺭﺝ ﺘﺤﺕ ﻤﻨﻬﺠﻴﺔ‬
‫ﻭﺍﻷﻫﻠﻴﺔ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﻭﺍﻟﺒﺎﻟﻎ ﻋﺩﺩﻫﺎ )‪(92‬‬ ‫ﺍﻟﺒﺤﺙ ﺍﻟﻭﺼﻔﻲ‪ ،‬ﺤﻴﺙ ﺇﻨﻪ ﻤﻨﺎﺴﺏ ﻷﺠل ﺒﻠﻭﺭﺓ ﺒﻌﺽ‬
‫ﻤﺴﺘﺸﻔﻰ‪ ،‬ﺍﻟﺠﺩﻭل ﺭﻗﻡ )‪ (2‬ﻴﺒﻴﻥ ﺃﻋﺩﺍﺩ ﻫﺫﻩ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍﻟﻔﺭﻀﻴﺎﺕ‪ ،‬ﺜﻡ ﺠﻤﻊ ﺍﻟﺒﻴﺎﻨﺎﺕ ﺒﻭﺍﺴﻁﺔ ﺍﻻﺴﺘﺒﺎﻨﺔ ﺍﻹﺤﺼﺎﺌﻴﺔ‪ ،‬ﻭ‬
‫ﻤﺼﻨﻔﺔ ﻭﻓﻘﺎﹰ ﻟﻠﻤﺤﺎﻓﻅﺔ ﻭﺍﻟﻘﻁﺎﻉ ﺍﻟﺫﻱ ﺘﻨﺘﻤﻲ ﺇﻟﻴﻪ‪.‬‬ ‫ﺘﺤﻠﻴﻠﻬﺎ ﺒﺎﺴﺘﺨﺩﺍﻡ ﺍﻟﻁﺭﻕ ﺍﻹﺤﺼﺎﺌﻴﺔ ﺍﻟﻤﻨﺎﺴﺒﺔ ﻭﺘﻔﺴﻴﺭ ﺍﻟﻨﺘﺎﺌﺞ‬
‫ﺍﻹﺤﺼﺎﺌﻴﺔ‪ ،‬ﻭﺒﻨﺎﺀ ﻋﻠﻴﻪ ﻴﺘﻡ ﺍﺨﺘﺒﺎﺭ ﺼﺤﺔ ﺍﻟﻔﺭﻀﻴﺎﺕ‬
‫ﺠﺩﻭل )‪(2‬‬
‫ﺘﻭﺯﻴﻊ ﻤﺠﺘﻤﻊ ﺍﻟﺩﺭﺍﺴﺔ ﺤﺴﺏ ﺍﻟﻤﺤﺎﻓﻅﺔ ﻭﺍﻟﻘﻁﺎﻉ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍﻟﺤﻜﻭﻤﻴﺔ‬
‫ﺍﻟﻤﺠﻤﻭﻉ‬ ‫ﺍﻟﺤﻜﻭﻤﻴﺔ‬ ‫ﺍﻟﻤﺤﺎﻓﻅﺔ‬ ‫ﺕ‬
‫ﺍﻷﻫﻠﻴﺔ‬ ‫ﻏﻴﺭ ﻭﺯﺍﺭﺓ‬
‫‪/‬ﻭﺯﺍﺭﺓ ﺍﻟﺼﺤﺔ‬
‫ﺍﻟﺼﺤﺔ‬
‫‪21‬‬ ‫‪8‬‬ ‫‪2‬‬ ‫‪11‬‬ ‫‪ .1‬ﻤﻜﺔ‬
‫‪51‬‬ ‫‪33‬‬ ‫‪5‬‬ ‫‪13‬‬ ‫‪ .2‬ﺠﺩﻩ‬
‫‪20‬‬ ‫‪4‬‬ ‫‪3‬‬ ‫‪13‬‬ ‫‪ .3‬ﺍﻟﻁﺎﺌﻑ‬
‫‪92‬‬ ‫‪45‬‬ ‫‪10‬‬ ‫‪37‬‬ ‫ﺍﻟﻤﺠﻤﻭﻉ‬
‫*ﺍﻟﻤﺼﺩﺭ‪ :‬ﻤﻥ ﺇﻋﺩﺍﺩ ﺍﻟﺒﺎﺤﺙ ﺒﺎﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ ﺍﻟﻜﺘﺎﺏ ﺍﻹﺤﺼﺎﺌﻲ ﺍﻟﺴﻨﻭﻱ ‪ ،1433‬ﻭﺯﺍﺭﺓ ﺍﻟﺼﺤﺔ‪.‬‬
‫ﺨﺼﺎﺌﺹ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺴﺘﺠﻴﺒﺔ‪:‬‬ ‫ﺘﻡ ﺘﻭﺯﻴﻊ ﺍﻻﺴﺘﺒﺎﻨﺔ ﻋﻠﻰ ﻜﺎﻓﺔ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻀﻤﻥ ﺤﺩﻭﺩ‬
‫ﺍﻟﺠﺩﻭل ﺭﻗﻡ )‪ (3‬ﻴﺒﻴﻥ ﺍﻟﺒﻴﺎﻨﺎﺕ ﺍﻟﻤﺘﻌﻠﻘﺔ ﺒﺎﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺘﻲ‬ ‫ﺍﻟﻤﺠﺘﻤﻊ‪ ،‬ﻭﺘﻡ ﺍﺴﺘﺭﺠﺎﻉ ﻤﺎ ﻤﺠﻤﻭﻋﻪ ‪ 65‬ﺍﺴﺘﺒﺎﻨﻪ ﺼﺎﻟﺤﺔ‬
‫ﺍﺴﺘﺠﺎﺒﺔ ﻟﻠﺩﺭﺍﺴﺔ ﻤﻥ ﺨﻼل ﺘﻌﺒﺌﺔ ﺍﻻﺴﺘﺒﺎﻨﺔ‪ ،‬ﻓﻘﺩ ﺘﺒﻴﻥ ﺃﻥ ﺃﻜﺜﺭ‬ ‫ﻟﻠﺘﺤﻠﻴل ﺃﻱ ﺒﻨﺴﺒﺔ )‪ (70%‬ﻤﻥ ﻤﺠﺘﻤﻊ ﺍﻟﺩﺭﺍﺴﺔ‪ ،‬ﻭﻴﻨﻁﺒﻕ‬
‫ﻤﻥ ﻨﺼﻑ ﻫﺫﻩ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻫﻲ ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻷﻫﻠﻴﺔ‬ ‫ﻋﻠﻴﻬﺎ ﻤﺎ ﻴﻨﻁﺒﻕ ﻋﻠﻰ ﺍﻟﻌﻴﻨﺔ ﺍﻟﻌﺸﻭﺍﺌﻴﺔ ﺤﻴﺙ ﻟﻡ ﻴﺘﺩﺨل ﺍﻟﺒﺎﺤﺙ‬
‫ﺒﻨﺴﺒﺔ )‪ ،(54%‬ﻭﺍﻥ ﻤﺎ ﻨﺴﺒﺘﻪ )‪ (75%‬ﻤﻨﻬﺎ ﻫﻲ ﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻓﻲ ﺍﺨﺘﻴﺎﺭ ﺘﻠﻙ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻤﻥ ﻤﺠﺘﻤﻊ ﺍﻟﺩﺭﺍﺴﺔ‪ ،‬ﻭﻗﺩ ﺘﻡ‬
‫ﻋﺎﻤﺔ‪ ،‬ﻭﻜﺫﻟﻙ ﺘﺒﻴﻥ ﺃﻥ ﻤﺎ ﻨﺴﺒﺘﻪ )‪ (55%‬ﻫﻲ ﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍﺨﺘﻴﺎﺭ ﺍﻟﻤﺩﻴﺭ‪/‬ﺭﺌﻴﺱ ﺍﻟﻘﺴﻡ ﺍﻟﻤﻌﻨﻲ ﺒﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻲ‬
‫ﻋﻤﺭﻫﺎ ﺍﻟﺯﻤﻨﻲ ﺃﻜﺜﺭ ﻤﻥ ‪ 15‬ﺴﻨﺔ‪ ،‬ﻜﻤﺎ ﺒﻠﻐﺕ ﻨﺴﺒﺔ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻰ ﻟﻴﻤﺜل ﻭﺤﺩﺓ ﺍﻟﻤﻌﺎﻴﻨﺔ ﻜﻭﻨﻬﻡ ﻤﺅﻫﻠﻴﻥ ﻋﻠﻤﻴﺎﹰ ﻭﻤﻬﻨﻴﺎ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻜﺒﻴﺭﺓ )‪ ،(42%‬ﻭﺃﻥ ﻗﺭﺍﺒﺔ ﻨﺼﻑ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻭﻴﻤﺜﻠﻭﻥ ﻤﺴﺘﻭﻯ ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ ﺃﻭ ﺍﻟﻭﺴﻁﻰ ﺍﻟﺘﻲ ﺘﻘﻭﺩ ﺘﻭﻅﻴﻑ‬
‫ﺍﻟﻤﺴﺘﺠﻴﺒﺔ ﺘﻌﻤل ﻓﻲ ﻤﺤﺎﻓﻅﺔ ﺠﺩﺓ‪ ،‬ﻭﺃﺨﻴﺭﺍ ﺘﺒﻴﻥ ﺃﻥ )‪(71%‬‬ ‫ﺘﻁﺒﻴﻘﺎﺕ ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪ ،‬ﻭﻤﻥ ﺨﻼﻟﻬﻡ‬
‫ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺴﺘﺠﻴﺒﺔ ﻏﻴﺭ ﻤﻌﺘﻤﺩﺓ ﻤﻥ ﺠﻬﺔ ﻤﺨﺘﺼﺔ‪.‬‬ ‫ﻨﺴﺘﻁﻴﻊ ﻤﻌﺭﻓﺔ ﻭﺍﻗﻊ ﺍﻟﺘﺒﻨﻲ ﺍﻟﻔﺎﻋل ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬
‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻟﺩﻯ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ‪.‬‬
‫‪-543-‬‬
‫ﺠﺩﻭل )‪(3‬‬
‫ﺒﻴﺎﻨﺎﺕ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺴﺘﺠﻴﺒﺔ‬
‫ﺍﻟﺘﻜﺭﺍﺭ ﺍﻟﻨﺴﺒﺔ‬ ‫ﺍﻟﻔﺌﺎﺕ‬ ‫ﺍﻟﻤﺘﻐﻴﺭ‬ ‫ﺕ‬
‫‪0.37‬‬ ‫ﺤﻜﻭﻤﻲ ﻭﺯﺍﺭﺓ ﺍﻟﺼﺤﺔ ‪24‬‬
‫‪0.09‬‬ ‫‪6‬‬ ‫ﺤﻜﻭﻤﻲ ﺠﻬﺎﺕ ﺃﺨﺭﻯ‬ ‫ﺍﻟﻘﻁﺎﻉ ﺍﻟﺫﻱ ﺘﻨﺘﻤﻲ ﺇﻟﻴﻪ‬ ‫‪.1‬‬
‫‪0.54‬‬ ‫‪35‬‬ ‫ﻗﻁﺎﻉ ﺃﻫﻠﻲ‬
‫‪0.75‬‬ ‫‪49‬‬ ‫ﻋﺎﻡ‬
‫ﻨﻭﻉ ﺍﻟﻤﺴﺘﺸﻔﻰ‬ ‫‪.2‬‬
‫‪0.25‬‬ ‫‪16‬‬ ‫ﺘﺨﺼﺼﻲ‬
‫‪0.12‬‬ ‫‪8‬‬ ‫ﺃﻗل ﻤﻥ‪ 10‬ﺴﻨﻭﺍﺕ‬
‫‪0.32‬‬ ‫‪21‬‬ ‫‪ 15-10‬ﺴﻨﺔ‬ ‫ﺍﻟﻌﻤﺭ ﺍﻟﺯﻤﻨﻲ ﻟﻠﻤﺴﺘﺸﻔﻰ‬ ‫‪.3‬‬
‫‪0.55‬‬ ‫‪36‬‬ ‫ﺃﻜﺒﺭ ﻤﻥ ‪ 15‬ﺴﻨﺔ‬
‫‪0.42‬‬ ‫‪27‬‬ ‫ﻜﺒﻴﺭ‬
‫‪0.35‬‬ ‫‪23‬‬ ‫ﺤﺠﻡ ﺍﻟﻤﺴﺘﺸﻔﻰ ﺒﺎﻻﺴﺘﻨﺎﺩ ﺇﻟﻰ ﻋﺩﺩ ﺍﻷﺴﺭﺓ ﻤﺘﻭﺴﻁ‬ ‫‪.4‬‬
‫‪0.23‬‬ ‫‪15‬‬ ‫ﺼﻐﻴﺭ‬
‫‪0.25‬‬ ‫‪16‬‬ ‫ﻤﻜﺔ‬
‫‪0.49‬‬ ‫‪32‬‬ ‫ﺠﺩﺓ‬ ‫ﺍﻟﻤﺤﺎﻓﻅﺔ‬ ‫‪.5‬‬
‫‪0.26‬‬ ‫‪17‬‬ ‫ﺍﻟﻁﺎﺌﻑ‬
‫‪0.29‬‬ ‫‪19‬‬ ‫ﻤﺴﺘﺸﻔﻴﺎﺕ ﻤﻌﺘﻤﺩﺓ‬
‫ﺍﻻﻋﺘﻤﺎﺩ‬ ‫‪.6‬‬
‫‪0.71‬‬ ‫‪46‬‬ ‫ﻏﻴﺭ ﻤﻌﺘﻤﺩﺓ‬
‫ﻭﺍﻟﻤﺸﺎﺭﻜﺔ ﺒﺎﻟﻤﻠﻔﺎﺕ‪ ،‬ﻭﺘﺘﻀﻤﻥ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻵﺘﻴﺔ ؛‬ ‫ﺃﺩﺍﺓ ﺍﻟﺩﺭﺍﺴﺔ‪:‬‬

‫ﺍﻟﻭﺼﻭل ﻟﻼﻨﺘﺭﻨﺕ‪ ،‬ﻤﻭﻗﻊ ﺇﻟﻜﺘﺭﻭﻨﻲ ﻴﻘﺩﻡ ﺨﺩﻤﺎﺕ‬ ‫ﻟﺠﻤﻊ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﻤﺘﻌﻠﻘﺔ ﺒﺎﻟﺩﺭﺍﺴﺔ ﺘﻡ ﺍﺴﺘﺨﺩﺍﻡ ﺍﻻﺴﺘﺒﺎﻨﺔ‬
‫ﺘﻔﺎﻋﻠﻴﺔ ﻟﻠﻤﻨﺴﻭﺒﻴﻥ ﺃﻭ ﺍﻟﻤﺭﻀﻰ ﺃﻭ ﺃﻱ ﻤﻥ ﻋﻤﻼﺀ‬ ‫ﺍﻹﺤﺼﺎﺌﻴﺔ ﺍﻟﺘﻲ ﺼﻤﻤﺕ ﺍﻋﺘﻤﺎﺩﺍﹰ ﻋﻠﻰ ﺃﺴﺌﻠﺔ ﺍﻟﺩﺭﺍﺴﺔ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻰ ﻤﻥ ﺨﻼل ﺸﺒﻜﺔ ﺍﻜﺴﺘﺭﺍﻨﺕ‪ ،‬ﺍﻟﺒﺭﻴﺩ‬ ‫ﻭﻓﺭﻀﻴﺎﺘﻬﺎ ﺤﻴﺙ ﺍﺸﺘﻤﻠﺕ ﺍﻻﺴﺘﺒﺎﻨﺔ ﻋﻠﻰ ﺜﻼﺜﺔ ﺃﻗﺴﺎﻡ‪:‬‬
‫ﺍﻻﻟﻜﺘﺭﻭﻨﻲ‪،‬ﻨﻅﻡ ﻤﻌﺎﻟﺠﺔ ﺍﻟﻤﻌﺎﻤﻼﺕ‪ ،‬ﻗﺎﻋﺩﺓ ﺒﻴﺎﻨﺎﺕ‬ ‫ﺃ‪ .‬ﺍﻟﻘﺴﻡ ﺍﻷﻭل‪ :‬ﻭﻫﻭ ﻋﺒﺎﺭﺓ ﻋﻥ ﺍﻟﺒﻴﺎﻨﺎﺕ ﺍﻟﻤﺘﻌﻠﻘﺔ ﺒﺘﻨﻅﻴﻡ‬
‫ﻤﺤﻭﺴﺒﺔ‪ ،‬ﺸﺒﻜﺔ ﻤﺤﻠﻴﺔ‪ ،‬ﻨﻅﻡ ﺇﺩﺍﺭﺓ ﺍﻟﻤﻌﺭﻓﺔ‪ ،‬ﺍﻟﻔﺌﺔ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻰ ﻭﺍﻟﺘﻲ ﺘﻤﺜﻠﺕ ﻓﻲ‪ :‬ﺍﻟﻘﻁﺎﻉ ﺍﻟﺫﻱ ﺘﻨﺘﻤﻲ ﺇﻟﻴﻪ‬
‫ﺍﻟﺜﺎﻨﻴﺔ ﺘﺘﻤﺜل ﻓﻲ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻭﺘﺘﻀﻤﻥ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻰ‪،‬ﻨﻭﻉ ﺍﻟﻤﺴﺘﺸﻔﻰ‪ ،‬ﺍﻟﻌﻤﺭ ﺍﻟﺯﻤﻨﻲ ﻟﻠﻤﺴﺘﺸﻔﻰ‪،‬‬
‫ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻵﺘﻴﺔ؛ ﻨﻅﺎﻡ ﺇﺩﺍﺭﺓ ﺴﻼﺴل ﺍﻟﺘﻭﺭﻴﺩ ‪،SCM‬‬ ‫ﺤﺠﻡ ﺍﻟﻤﺴﺘﺸﻔﻰ ﺒﺩﻻﻟﺔ ﻋﺩﺩ ﺍﻷﺴﺭﺓ ﻓﻴﻬﺎ‪ ،‬ﺒﺎﻹﻀﺎﻓﺔ ﺇﻟﻰ‬
‫ﻨﻅﺎﻡ ﺇﺩﺍﺭﺓ ﻭﺘﺨﻁﻴﻁ ﻤﻭﺍﺭﺩ ﺍﻟﻤﺴﺘﺸﻔﻰ ‪ ،ERP‬ﻨﻅﺎﻡ‬ ‫ﺍﻟﻤﺤﺎﻓﻅﺔ ﺍﻟﺘﻲ ﺘﻌﻤل ﺒﻬﺎ‪.‬‬
‫ﺇﺩﺍﺭﺓ ﺍﻟﻌﻼﻗﺔ ﻤﻊ ﺍﻟﻌﻤﻼﺀ ‪ ،CRM‬ﺃﻤﺎ ﺍﻟﻔﺌﺔ ﺍﻟﺜﺎﻟﺜﺔ‬ ‫ﺏ‪ .‬ﺍﻟﻘﺴﻡ ﺍﻟﺜﺎﻨﻲ‪ :‬ﻭﻴﻌﻨﻰ ﺒﺘﺤﺩﻴﺩ ﻤﺩﻯ ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬
‫ﻓﻬﻲ ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ )‪ ،(HIS‬ﻭﺘﺘﻀﻤﻥ‬ ‫ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻟﺨﺩﻤﺔ ﻤﻬﺎﻤﻬﺎ ﻭﺘﻀﻤﻥ‬
‫ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻵﺘﻴﺔ؛ ﻨﻅﺎﻡ ﺇﺩﺍﺭﺓ ﺍﻟﺴﺠﻼﺕ ﺍﻟﻁﺒﻴﺔ ‪،EMR‬‬ ‫ﻋﺩﺩ ﻤﻥ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺘﻲ ﺼﻨﻔﺕ ﺇﻟﻰ ﺜﻼﺜﺔ ﻓﺌﺎﺕ ﺭﺌﻴﺴﺔ‬
‫ﻨﻅﺎﻡ ﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﻤﺨﺘﺒﺭ ‪ ،LIS‬ﻨﻅﺎﻡ ﻤﻌﻠﻭﻤﺎﺕ ﺍﻷﺸﻌﺔ‬ ‫ﺃﺸﺎﺭﺕ ﺇﻟﻴﻬﺎ ﺍﻟﺩﺭﺍﺴﺎﺕ ﺍﻟﺴﺎﺒﻘﺔ ﺍﻟﻤﺘﻌﻠﻘﺔ ﻓﻲ ﻫﺫﺍ‬
‫‪ ،RIS‬ﻭ ﻨﻅﺎﻡ ﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﻴﺩﻟﻴﺔ ‪.PIS‬‬ ‫ﺍﻟﻤﺠﺎل‪ ،‬ﻭﻫﻲ‪ :‬ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻟﻼﺘﺼﺎل ﻭﺘﺒﺎﺩل ﺍﻟﺒﻴﺎﻨﺎﺕ‬
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‫ﺍﻟﻤﺠﻠﺩ ‪ ،10‬ﺍﻟﻌﺩﺩ ‪2014 ،4‬‬
‫ﹼ‬ ‫ا‪ ‬ا‪‬رد‪  ‬إدارة ا‪‬ل‪،‬‬
‫‪ .4‬ﺒﺎﻹﻀﺎﻓﺔ ﺇﻟﻰ ﺫﻟﻙ ﺘﻡ ﺘﻭﺯﻴﻊ ﺍﻻﺴﺘﺒﺎﻨﺔ ﻋﻠﻰ ﻋﻴﻨﺔ ﺘﺠﺭﻴﺒﻴﺔ‬ ‫ﺝ‪ .‬ﺍﻟﻘﺴﻡ ﺍﻟﺜﺎﻟﺙ‪ :‬ﻭﻴﺘﻀﻤﻥ ﺴﺅﺍل ﻤﻔﺘﻭﺡ ﺤﻭل ﺍﻟﺘﺤﺩﻴﺎﺕ‬
‫ﻤﻥ ﻤﺴﺘﺸﻔﻴﺎﺕ ﻣﺤﺎﻓﻈﺔ اﻟﻄﺎﺋﻒ ﺑﻠﻎ ﺣﺠﻤﮭﺎ )‪(4‬‬ ‫ﺃﻭ ﺍﻟﻌﻘﺒﺎﺕ ﺍﻟﺘﻲ ﺘﻭﺍﺠﻪ ﺍﻟﺘﺒﻨﻲ ﺍﻟﻔﻌﺎل ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬
‫ﻣﺴﺘﺸﻔﯿﺎت ﻟﻠﺘﻌﺮف إﻟﻰ ﻣﺪى وﺿﻮح وﺳﮭﻮﻟﺔ اﻷﻟﻔﺎظ‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻟﺩﻯ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻤﻥ ﻭﺠﻬﺔ ﻨﻅﺭ ﻤﺩﻴﺭﻱ‬
‫اﻟﻤﺴﺘﺨﺪﻣﺔ ﺑﺎﻟﻨﺴﺒﺔ ﻟﻠﻤﺴﺘﺠﯿﺐ وﻣﺪى ﻓﮭﻤﮫ ﻟﻠﻤﻔﺎھﯿﻢ‬ ‫ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻴﻬﺎ‪.‬‬
‫اﻟﻮاردة ﻓﻲ ھﺬه اﻻﺳﺘﺒﺎﻧﺔ ‪.‬‬ ‫ﻭﻁﺒﻘﺎﹰ ﻟﻤﻘﻴﺎﺱ ﻟﻴﻜﺭﺕ ﺍﻟﺨﻤﺎﺴﻲ ﻓﻘﺩ ﺘﻡ ﺘﺤﺩﻴﺩ ﺃﻭﺯﺍﻥ‬
‫ﺃﻤﺎ ﺜﺒﺎﺕ ﺍﻷﺩﺍﺓ ﻓﻴﻘﺼﺩ ﺒﻪ ﺃﻥ ﻴﻌﻁﻲ ﺍﻻﺨﺘﺒﺎﺭ ﺍﻟﻨﺘﺎﺌﺞ ﻨﻔﺴﻬﺎ‬ ‫ﻓﻘﺭﺍﺕ ﺍﻻﺴﺘﺒﺎﻨﺔ ﻓﻲ ﺍﻟﻘﺴﻡ ﺍﻟﺜﺎﻨﻲ ﺤﻴﺙ ﺘﻡ ﺇﻋﻁﺎﺀ ﺨﻤﺱ ﻨﻘﺎﻁ‬
‫ﻓﻲ ﺤﺎﻟﺔ ﺘﻜﺭﺍﺭﻩ ﻋﻠﻰ ﻨﻔﺱ ﺍﻟﻌﻴﻨﺔ ﻭﺘﺤﺕ ﻨﻔﺱ ﺍﻟﻅﺭﻭﻑ‪ ،‬ﺃﻱ‬ ‫ﻟﻺﺠﺎﺒﺔ ﻤﻭﺍﻓﻕ ﺒﺸﺩﺓ‪ ،‬ﻭﺇﻋﻁﺎﺀ ﺃﺭﺒﻊ ﻨﻘﺎﻁ ﻟﻺﺠﺎﺒﺔ ﻤﻭﺍﻓﻕ‪،‬‬
‫ﺃﻥ ﺍﻟﻤﻘﻴﺎﺱ ﻻ ﺘﺨﺘﻠﻑ ﻨﺘﺎﺌﺠﻪ ﻤﻥ ﺤﺎﻟﺔ ﺇﻟﻰ ﺃﺨﺭﻯ‪ ،‬ﻭﻤﻥ ﺃﻫﻡ‬ ‫ﻭﺍﻹﺠﺎﺒﺔ ﻤﺤﺎﻴﺩ ﺜﻼﺙ ﻨﻘﺎﻁ‪ ،‬ﻭﺍﻹﺠﺎﺒﺔ ﻤﻌﺎﺭﺽ ﻨﻘﻁﺘﻴﻥ‪ ،‬ﻓﻲ‬
‫ﺍﻟﻁﺭﻕ ﺍﻟﺸﺎﺌﻌﺔ ﻟﻘﻴﺎﺱ ﺜﺒﺎﺕ ﺍﻷﺩﺍﺓ ﻁﺭﻴﻘﺔ ﺍﻻﺘﺴﺎﻕ ﺍﻟﺩﺍﺨﻠﻲ‬ ‫ﺤﻴﻥ ﺘﻡ ﺇﻋﻁﺎﺀ ﻨﻘﻁﺔ ﻭﺍﺤﺩﺓ ﻟﻺﺠﺎﺒﺔ ﻤﻌﺎﺭﺽ ﺒﺸﺩﺓ‪.‬‬
‫)‪ (Internal Consistency Method‬ﺍﻟﺘﻲ ﺘﻘﻴﺱ ﺩﺭﺠﺔ‬ ‫ﺼﺩﻕ ﺍﻻﺴﺘﺒﺎﻨﺔ ﻭﺜﺒﺎﺘﻬﺎ‪:‬‬
‫ﺘﺠﺎﻨﺱ ﺍﻟﻤﺘﻐﻴﺭﺍﺕ ﻀﻤﻥ ﺍﻟﻤﺠﻤﻭﻋﺔ ﺍﻟﻭﺍﺤﺩﺓ ﻭﻤﻥ ﺃﻫﻡ‬ ‫ﻴﻘﺼﺩ ﺒﺎﻟﺼﺩﻕ )‪ (Validity‬ﺇﻤﻜﺎﻨﻴﺔ ﻗﻴﺎﺱ ﺍﻟﻅﺎﻫﺭﺓ‬
‫ﺍﻟﻤﻘﺎﻴﻴﺱ ﺍﻟﻤﺴﺘﺨﺩﻤﺔ ﻓﻲ ﻫﺫﺍ ﺍﻟﻤﺠﺎل ﺍﺨﺘﺒﺎﺭ ﻜﺭﻭﻤﺒﺎﺥ ﺃﻟﻔﺎ‬ ‫ﺍﻟﻤﺒﺤﻭﺜﺔ ﻤﻥ ﺨﻼل ﺍﻷﺩﺍﺓ ﺍﻟﻤﺴﺘﺨﺩﻤﺔ )‪(Wilson, 2003‬‬
‫)‪.(Nunnally, 1978) (Cronbach Alpha‬‬ ‫ﺤﻴﺙ ﻴﻌﺩ ﻤﻥ ﺃﻫﻡ ﺸﺭﻭﻁ ﺍﻟﻤﻘﻴﺎﺱ ﺃﻭ ﺍﻷﺩﺍﺓ ﺍﻟﺘﻲ ﺘﺴﺘﺨﺩﻡ ﻓﻲ‬
‫ﻟﺫﻟﻙ ﻗﺎﻡ ﺍﻟﺒﺎﺤﺙ ﺒﺎﺴﺘﺨﺭﺍﺝ ﻗﻴﻤﺔ ﻤﻌﺎﻤل ﻜﺭﻭﻤﺒﺎﺥ ﺃﻟﻔﺎ‬ ‫ﺍﻟﺩﺭﺍﺴﺔ‪ ،‬ﻗﺎﻡ ﺍﻟﺒﺎﺤﺙ ﺒﺈﺠﺭﺍﺀ ﺼﺩﻕ ﻤﺤﺘﻭﻯ ) ‪Content‬‬
‫)‪ (Cronbach Alpha‬ﺒﻬﺩﻑ ﺍﻟﺘﺄﻜﺩ ﻤﻥ ﻤﺩﻯ ﺍﺘﺴﺎﻕ ﺃﺩﺍﺓ‬ ‫‪ (Validity‬ﻟﻼﺴﺘﺒﺎﻨﺔ ﻟﻠﺘﺄﻜﺩ ﻤﻥ ﻤﺩﻯ ﻤﻼﺌﻤﺔ ﺍﻷﺩﺍﺓ ﻟﻠﻅﺎﻫﺭﺓ‬
‫ﺍﻟﻘﻴﺎﺱ ﻭﻜﺎﻨﺕ ﺍﻟﻨﺘﺎﺌﺞ ﺍﻟﻤﻌﺎﻟﺠﺔ ﺒﺎﻟﺤﺎﺴﻭﺏ ﻜﻤﺎ ﻓﻲ ﺍﻟﺠﺩﻭل‬ ‫ﺍﻟﻤﺭﺍﺩ ﻗﻴﺎﺴﻬﺎ ﻭﻴﺘﺤﻘﻕ ﻤﻥ ﺨﻼل ﺍﻟﺤﻜﻡ ﺍﻟﻔﻨﻲ ﻟﻤﺠﻤﻭﻋﺔ ﻤﻥ‬
‫ﺭﻗﻡ )‪ ،(4‬ﺤﻴﺙ ﺘﺸﻴﺭ ﺍﻟﻨﺘﺎﺌﺞ ﺇﻟﻰ ﺃﻥ ﻤﻌﺎﻤل ﺍﻟﺜﺒﺎﺕ ﻟﺠﻤﻴﻊ‬ ‫ﺍﻟﺨﺒﺭﺍﺀ ﺤﻭل ﻤﺩﻯ ﻤﻼﺌﻤﺔ ﺍﻟﻤﻘﻴﺎﺱ ﻟﻠﻐﺭﺽ ﻤﻨﻪ ﻭﺃﻥ ﺠﻤﻴﻊ‬
‫ﺍﻟﻤﺘﻐﻴﺭﺍﺕ ﻻ ﻴﻘل ﻋﻥ )‪ (0.60‬ﻭﻫﻭ ﺍﻟﺤﺩ ﺍﻷﺩﻨﻰ ﻟﻘﻴﻤﺔ‬ ‫ﺍﻟﻔﻘﺭﺍﺕ ﺍﻟﻤﻭﺠﻭﺩﺓ ﻓﻲ ﺍﻟﻤﻘﻴﺎﺱ ﺘﻐﻁﻲ ﺍﻟﻌﻭﺍﻤل ﺃﻭ ﺍﻟﻤﺘﻐﻴﺭﺍﺕ‬
‫ﻜﺭﻭﻤﺒﺎﺥ ﺃﻟﻔﺎ ﻻﻋﺘﺒﺎﺭ ﺍﻷﺩﺍﺓ ﺘﺘﺴﻡ ﺒﺎﻟﺜﺒﺎﺕ )‪(Sekaran,2006‬‬ ‫ﺍﻟﻤﻁﻠﻭﺏ ﻗﻴﺎﺴﻬﺎ )‪(Nunnally 1978‬‬
‫)‪ (Nunnally, 1978‬ﻟﻤﺜل ﻫﺫﻩ ﺍﻟﺩﺭﺍﺴﺎﺕ ‪.‬‬ ‫ﻭﻓﻲ ﺴﺒﻴل ﺫﻟﻙ ﻗﺎﻡ ﺍﻟﺒﺎﺤﺙ ﺒﻤﺎ ﻴﻠﻲ‪:‬‬
‫ﻜﻤﺎ ﺃﻥ ﻤﻌﺎﻤل ﺍﻟﺜﺒﺎﺕ ﻟﺠﻤﻴﻊ ﻓﻘﺭﺍﺕ ﺍﻻﺴﺘﺒﺎﻨﺔ ﺒﻠﻎ‬ ‫‪ .1‬ﺇﻋﺩﺍﺩ اﺳﺘﺒﺎﻧﮫ أوﻟﯿﺔ ﺗﻮﻓﺮ اﻟﺒﯿﺎﻧﺎت اﻟﻼزﻣﺔ ﻟﻺﺟﺎﺑﺔ ﻋﻠﻰ‬
‫)‪ (0.88‬ﻭﻫﺫﺍ ﻴﻌﻨﻲ ﺃﻥ ﺃﺩﺍﺓ ﺍﻟﺩﺭﺍﺴﺔ ﺘﺘﺴﻡ ﺒﺎﻟﺜﺒﺎﺕ ﻭﺼﺎﻟﺤﺔ‬ ‫أﺳﺌﻠﺔ اﻟﺪراﺳﺔ واﺧﺘﺒﺎر ﻓﺮﺿﯿﺎﺗﮭﺎ‬
‫ﻷﻏﺭﺍﺽ ﺍﻟﺘﺤﻠﻴل ﺍﻹﺤﺼﺎﺌﻲ ﻭﺍﻟﺒﺤﺙ ﺍﻟﻌﻠﻤﻲ ‪.‬‬ ‫‪ .2‬ﻋﺭﺽ ﺍﻻﺴﺘﺒﺎﻨﺔ ﻋﻠﻰ ﻤﺠﻤﻭﻋﺔ ﺍﻟﺨﺒﺭﺍﺀ )ﻋﺩﺩ ﻤﻥ ﺍﻷﺴﺎﺘﺫﺓ‬
‫ﺍﻟﻤﺤﻜﻤﻴﻥ( ﺒﺎﻹﻀﺎﻓﺔ ﺇﻟﻰ ﻤﺸﻜﻠﺔ ﺍﻟﺩﺭﺍﺴﺔ ﻭ ﻨﻤﻭﺫﺝ ﺍﻟﺩﺭﺍﺴﺔ‬
‫ﺠﺩﻭل )‪(4‬‬ ‫ﻭﺍﻟﻔﺭﻀﻴﺎﺕ‪ ،‬ﻹﺒﺩﺍﺀ ﺭﺃﻴﻬﻡ ﻓﻴﻬﺎ‪ ،‬ﻭﺘﻡ ﺃﺨﺫ ﺃﺭﺍﺌﻬﻡ ﺍﻟﺘﻲ ﺘﻡ‬
‫ﻨﺘﺎﺌﺞ ﻜﺭﻭﻤﺒﺎﺥ –ﺃﻟﻔﺎ ﻷﺒﻌﺎﺩ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﺍﻻﺘﻔﺎﻕ ﻋﻠﻴﻬﺎ ﻭﺇﺠﺭﺍﺀ ﺍﻟﺘﻌﺩﻴﻼﺕ ﺍﻟﻀﺭﻭﺭﻴﺔ ﻋﻠﻰ ﺍﻻﺴﺘﺒﺎﻨﺔ‬
‫ﻋﺩﺩ‬ ‫ﻭﻤﻥ ﺃﻫﻡ ﻫﺫﻩ ﺍﻟﺘﻌﺩﻴﻼﺕ ﺤﺫﻑ ﺍﺤﺩ ﺃﺠﺯﺍﺀ ﺍﻻﺴﺘﺒﺎﻨﺔ ﺍﻟﺫﻱ‬
‫ﻜﺭﻤﺒﺎﺥ ﺃﻟﻔﺎ‬ ‫ﺍﻟﻤﺘﻐﻴﺭ‬
‫ﺍﻟﻔﻘﺭﺍﺕ‬ ‫ﻜﺎﻥ ﻴﻘﻴﺱ ﻤﺩﻯ ﺘﻭﻓﺭ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ‬
‫ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻟﻼﺘﺼﺎل‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻰ‪ ،‬ﺜﻡ ﺇﻋﺎﺩﺓ ﺘﺼﻤﻴﻡ ﺍﻻﺴﺘﺒﺎﻨﺔ ﻟﺘﺸﺘﻤل ﻋﻠﻰ ﺜﻼﺜﺔ‬
‫‪0.86‬‬ ‫‪9‬‬
‫ﻭﻤﺸﺎﺭﻜﺔ ﺍﻟﻤﻠﻔﺎﺕ‬ ‫ﺃﺠﺯﺍﺀ ﻓﻘﻁ‪ ،‬ﻜﻤﺎ ﺘﻡ ﺇﻋﺎﺩﺓ ﺘﺼﻤﻴﻡ ﺍﻟﺠﺯﺀ ﺍﻟﻤﺘﻌﻠﻕ ﺒﺘﻘﻨﻴﺎﺕ‬
‫‪0.87‬‬ ‫‪9‬‬ ‫ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻟﻴﻘﻴﺱ ﻤﺩﻯ ﺘﻭﻅﻴﻑ ﺘﻠﻙ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺒﻔﻌﺎﻟﻴﺔ‬
‫ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‬ ‫ﻟﺨﺩﻤﺔ ﺃﻏﺭﺍﺽ ﺍﻟﻤﺴﺘﺸﻔﻰ ﺤﺴﺏ ﺘﻘﺩﻴﺭ ﺍﻟﻤﺴﺘﺠﻴﺏ‪.‬‬
‫‪0.85‬‬ ‫‪9‬‬
‫‪HIS‬‬ ‫‪ .3‬ﺗﻢ ﺇﻋﺩﺍﺩ ﺃﺠﺯﺍﺀ ﻭ ﻓﻘﺭﺍﺕ ﺍﻻﺴﺘﺒﺎﻨﺔ ﻤﻥ ﺠﺩﻴﺩ ﺜﻡ ﻋﺭﻀﻬﺎ‬
‫ﻜﻜل ﻋﻠﻰ ﻤﺠﻤﻭﻋﺔ ﺍﻟﺨﺒﺭﺍﺀ )ﺍﻟﻤﺤﻜﻤﻴﻥ( ﻭﺇﻋﺩﺍﺩ‬
‫‪0.88‬‬ ‫‪27‬‬ ‫ﺍﻻﺴﺘﺒﺎﻨﺔ ﻜﻜل‬
‫ﺍﻻﺴﺘﺒﺎﻨﺔ ﺒﺼﻭﺭﺘﻬﺎ ﺍﻟﻨﻬﺎﺌﻴﺔ ‪.‬‬
‫‪-545-‬‬
‫ﻤﺭﺍﻜﺯ ﺃﺒﺤﺎﺙ ﻭﻫﺫﻩ ﻨﺠﺩﻫﺎ ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺠﺎﻤﻌﻴﺔ‪،‬‬ ‫ﻤﺼﻁﻠﺤﺎﺕ ﺍﻟﺩﺭﺍﺴﺔ ﻭﺍﻟﺘﻌﺭﻴﻔﺎﺕ ﺍﻹﺠﺭﺍﺌﻴﺔ‪:‬‬
‫ﻭﺃﺨﻴﺭﺍ ﻤﺴﺘﺸﻔﻴﺎﺕ ﻴﻤﻠﻜﻬﺎ ﺍﻟﻘﻁﺎﻉ ﺍﻟﺨﺎﺹ ﻭﻫﻲ‬ ‫‪ .1‬ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪ :‬ﻭﺘﻌﻨﻲ ﻓﻲ ﻫﺫﻩ ﺍﻟﺩﺭﺍﺴﺔ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺘﻲ ﺘﻘﺩﻡ ﺨﺩﻤﺎﺕ ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﺒﻐﺭﺽ‬ ‫ﻤﺩﻯ ﺍﻤﺘﻼﻙ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻷﺩﻭﺍﺕ ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻭﻨﻅﻡ‬
‫ﺘﺤﻘﻴﻕ ﺍﻟﺭﺒﺢ ﺃﻭ ﺃﻥ ﺘﻜﻭﻥ ﺘﺎﺒﻌﺔ ﻟﺸﺭﻜﺎﺕ ﻓﻲ ﺍﻟﻘﻁﺎﻉ‬ ‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺘﻲ ﺘﺴﺎﻋﺩ ﻓﻲ ﺘﻨﻔﻴﺫ ﻤﻬﺎﻡ ﺍﻟﻌﻤل ﺇﻟﻜﺘﺭﻭﻨﻴﺎ‬
‫ﺍﻟﺨﺎﺹ ﻟﻐﺎﻴﺎﺕ ﺘﻘﺩﻴﻡ ﺨﺩﻤﺎﺕ ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﻟﻤﻨﺴﻭﺒﻴﻬﺎ‬ ‫ﻤﻤﺎ ﻴﻨﻌﻜﺱ ﻋﻠﻰ ﺍﻷﺩﺍﺀ ﻭﺘﺠﻌل ﻤﻥ ﺍﻟﻤﻨﻅﻤﺔ ﻤﻨﻅﻤﺔ‬
‫ﺃﻭ ﻤﺴﺎﻫﻤﺔ ﻤﻨﻬﺎ ﻓﻲ ﺨﺩﻤﺔ ﺍﻟﻤﺠﺘﻤﻊ ﺍﻟﻤﺤﻠﻲ ﺩﻭﻥ ﺃﻥ‬ ‫ﺍﻟﻜﺘﺭﻭﻨﻴﺔ‪ ،‬ﺤﻴﺙ ﺘﻡ ﺘﺤﺩﻴﺩ ﺃﻫﻡ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺒﻌﺩ ﺍﻟﺭﺠﻭﻉ‬
‫ﺘﻬﺩﻑ ﺇﻟﻰ ﺘﺤﻘﻴﻕ ﺃﺭﺒﺎﺡ ﻭﻤﻥ ﺃﻤﺜﻠﺔ ﻫﺫﻩ ﺍﻟﻔﺌﺔ ﻤﻥ‬ ‫ﺇﻟﻰ ﺍﻷﺩﺒﻴﺎﺕ ﺍﻟﺴﺎﺒﻘﺔ ﺍﻟﺘﻲ ﺘﻨﺎﻭﻟﺕ ﺍﻟﻤﻭﻀﻭﻉ ﻭﻤﻥ ﺃﻫﻤﻬﺎ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻓﻲ ﺍﻟﻤﻤﻠﻜﺔ ﻤﺴﺘﺸﻔﻴﺎﺕ ﺸﺭﻜﺔ ﺃﺭﺍﻤﻜﻭ‬ ‫ﺩﺭﺍﺴﺔ )‪،Giannakouris and Smihily (2013‬‬
‫ﺍﻟﺴﻌﻭﺩﻴﺔ ‪(Malhotra,2009) .‬‬ ‫)‪ ،Mikalef and Batenburg (2011‬ﻭ ﺩﺭﺍﺴﺔ ‪Lin‬‬
‫‪ .4‬ﻨﻭﻉ ﺍﻟﻤﺴﺘﺸﻔﻰ‪ :‬ﻭﻴﻘﺼﺩ ﺒﻪ ﺘﺼﻨﻴﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﺤﺴﺏ‬ ‫)‪ ،and et al (2010‬ﻓﻘﺩ ﺤﺩﺩﺕ ﻫﺫﻩ ﺍﻷﺩﺒﻴﺎﺕ ﺘﻘﻨﻴﺎﺕ‬
‫ﻁﺒﻴﻌﺔ ﺨﺩﻤﺎﺕ ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﻭﺍﻟﺒﺤﺜﻴﺔ ﺍﻟﻤﻘﺩﻤﺔ ﺒﻪ‬ ‫ﺍﻹﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﻤﺎ ﻴﺄﺘﻲ ‪ :‬ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ‬
‫ﺤﻴﺙ ﺘﺼﻨﻑ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻋﻠﻰ ﻫﺫﺍ ﺍﻷﺴﺎﺱ ﺇﻟﻰ‬ ‫ﻟﻼﺘﺼﺎﻻﺕ‪ ،‬ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺘﻲ ﺘﺤﻘﻕ ﻤﺸﺎﺭﻜﺔ ﺍﻟﺒﻴﺎﻨﺎﺕ ﻭﻤﻥ‬
‫ﻤﺴﺘﺸﻔﻴﺎﺕ ﻋﺎﻤﺔ ﻭﻤﺴﺘﺸﻔﻴﺎﺕ ﺘﺨﺼﺼﻴﺔ‪ ،‬ﻭﻫﺫﺍ ﺍﻟﺘﺼﻨﻴﻑ‬ ‫ﺃﻫﻤﻬﺎ ﻗﻭﺍﻋﺩ ﺍﻟﺒﻴﺎﻨﺎﺕ‪ ،‬ﺒﺎﻹﻀﺎﻓﺔ ﺇﻟﻰ ﻨﻅﻡ ﻭﺘﻁﺒﻴﻘﺎﺕ‬
‫ﻤﺭﺘﺒﻁ ﺒﻤﺴﺘﻭﻯ ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﺍﻟﻤﻘﺩﻤﺔ ﻭﺍﻟﺘﻲ ﺘﺼﻨﻑ‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻭﻤﻥ ﺃﻫﻤﻬﺎ‪ :‬ﻨﻅﻡ ﺇﺩﺍﺭﺓ ﺴﻼﺴل‬
‫ﺇﻟﻰ ﺜﻼﺜﺔ ﻤﺴﺘﻭﻴﺎﺕ‪ :‬ﺍﻟﻤﺴﺘﻭﻯ ﺍﻷﻭل ﻴﺴﻤﻰ ﺍﻟﺭﻋﺎﻴﺔ‬ ‫ﺍﻟﺘﻭﺭﻴﺩ‪ ،‬ﻨﻅﻡ ﺘﺨﻁﻴﻁ ﻤﻭﺍﺭﺩ ﺍﻟﻤﻨﺸﺄﺓ‪ ،‬ﻨﻅﻡ ﺇﺩﺍﺭﺓ ﺍﻟﻌﻼﻗﺔ‬
‫ﺍﻟﺼﺤﻴﺔ ﺍﻷﻭﻟﻴﺔ ﺤﻴﺙ ﺘﻌﻨﻰ ﺒﺘﻘﺩﻴﻡ ﺨﺩﻤﺎﺕ ﺍﻟﺼﺤﺔ‬ ‫ﻤﻊ ﺍﻟﻌﻤﻼﺀ‪ ،‬ﺒﺎﻹﻀﺎﻓﺔ ﺇﻟﻰ ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‬
‫ﺍﻟﻭﻗﺎﺌﻴﺔ ﻭﺍﻟﺘﺸﺨﻴﺼﻴﺔ ﻭﺍﻟﻌﻼﺠﻴﺔ ﻤﻥ ﺨﻼل ﺍﻟﻤﺭﺍﻜﺯ‬ ‫ﻋﻨﺩﻤﺎ ﻴﻜﻭﻥ ﺍﻟﺤﺩﻴﺙ ﻋﻥ ﻤﻨﻅﻤﺎﺕ ﺍﻟﻘﻁﺎﻉ ﺍﻟﺼﺤﻲ‪،‬‬
‫ﻭﺍﻟﻌﻴﺎﺩﺍﺕ ﺍﻟﺼﺤﻴﺔ ﺍﻷﻭﻟﻴﺔ ﺴﻭﺍﺀ ﻜﺎﻨﺕ ﺜﺎﺒﺘﺔ ﺃﻭ ﻤﺘﻨﻘﻠﺔ‪،‬‬ ‫ﻭﻟﻐﺎﻴﺎﺕ ﻫﺫﻩ ﺍﻟﺩﺭﺍﺴﺔ ﺴﻭﻑ ﺘﺼﻨﻑ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺇﻟﻰ‬
‫ﺍﻟﻤﺴﺘﻭﻯ ﺍﻟﺜﺎﻨﻲ ﻫﻲ ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﺍﻟﺜﺎﻨﻭﻴﺔ ﻓﻬﻲ ﺘﻘﺩﻡ‬ ‫ﺜﻼﺜﺔ ﺃﺼﻨﺎﻑ‪ :‬ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻟﻼﺘﺼﺎﻻﺕ ﻭﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺘﻲ‬
‫ﺨﺩﻤﺎﺕ ﺍﻟﺼﺤﺔ ﺍﻟﻭﻗﺎﺌﻴﺔ ﻭﺍﻟﺘﺸﺨﻴﺼﻴﺔ ﻭﺍﻟﻌﻼﺠﻴﺔ‬ ‫ﺍﻷﻋﻤﺎل‬ ‫ﺘﺤﻘﻕ ﻤﺸﺎﺭﻜﺔ ﺍﻟﻤﻠﻔﺎﺕ‪ ،‬ﻨﻅﻡ ﻭﺘﻁﺒﻴﻘﺎﺕ‬
‫ﻭﺍﻟﻁﺎﺭﺌﺔ ﺍﻟﻤﺤﺎﻟﺔ ﻤﻥ ﺍﻟﻤﺭﺍﻜﺯ ﺍﻷﻭﻟﻴﺔ‪ ،‬ﺒﺎﻹﻀﺎﻓﺔ ﺇﻟﻰ‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪ ،‬ﻭﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‪.‬‬
‫ﺘﻭﻓﻴﺭ ﻓﺭﺹ ﺍﻟﺘﺩﺭﻴﺏ ﻭﺍﻟﺘﻌﻠﻴﻡ ﻭﺍﻟﺒﺤﺙ ﻓﻴﻬﺎ ﻭﻴﺘﻡ ﺘﻘﺩﻴﻡ‬ ‫‪ .2‬ﺍﻟﺘﺒﻨﻲ ﺍﻟﻔﺎﻋل ﻟﺘﻘﻨﻴﺎﺕ ﻭﻨﻅﻡ ﻭﺘﻁﺒﻴﻘﺎﺕ ﺍﻷﻋﻤﺎل‬
‫ﻫﺫﻩ ﺍﻟﺨﺩﻤﺎﺕ ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﺔ ﻭﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻭﻻﺩﺓ‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪ :‬ﻭﺘﻌﻨﻲ ﻓﻲ ﻫﺫﻩ ﺍﻟﺩﺭﺍﺴﺔ ﻤﺩﻯ ﻗﺩﺭﺓ‬
‫ﻭﺍﻟﻨﺴﺎﺌﻴﺔ ﻭﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻷﻁﻔﺎل‪ ،‬ﺃﻤﺎ ﺍﻟﻤﺴﺘﻭﻯ ﺍﻟﺜﺎﻟﺙ ﻓﻬﻲ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻰ ﻋﻠﻰ ﺘﻭﻅﻴﻑ ﺘﻘﻨﻴﺎﺕ ﻭﻨﻅﻡ ﻭﺘﻁﺒﻴﻘﺎﺕ‬
‫ﺨﺩﻤﺎﺕ ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﺍﻟﺜﻼﺜﻴﺔ ﺤﻴﺙ ﺘﻘﺩﻡ ﺨﺩﻤﺎﺕ‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺍﻟﺘﻲ ﺘﻤﺘﻠﻜﻬﺎ ﺒﺸﻜل ﻴﺤﻘﻕ ﺍﻟﻐﺭﺽ‬
‫ﺍﻟﺼﺤﺔ ﺍﻟﻭﻗﺎﺌﻴﺔ ﻭﺍﻟﺘﺸﺨﻴﺼﻴﺔ ﻭﺍﻟﻌﻼﺠﻴﺔ ﻭﺍﻟﺘﺄﻫﻴﻠﻴﺔ‬ ‫ﻤﻨﻬﺎ ﻭﻴﺴﻬل ﺃﺩﺍﺀ ﺍﻟﻌﻤل ‪.‬‬
‫ﺍﻟﻤﺤﺎﻟﺔ ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﺔ )ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ‬ ‫‪ .3‬ﺍﻟﻘﻁﺎﻉ ﺍﻟﺫﻱ ﺘﻨﺘﻤﻲ ﺇﻟﻴﻪ ﺍﻟﻤﺴﺘﺸﻔﻰ‪ :‬ﻭﻴﻘﺼﺩ ﺒﻪ ﻨﻤﻭﺫﺝ‬
‫ﺍﻟﺜﺎﻨﻭﻴﺔ(‪ ،‬ﺒﺎﻹﻀﺎﻓﺔ ﺇﻟﻰ ﺘﻭﻓﻴﺭ ﻓﺭﺹ ﺍﻟﺘﺩﺭﻴﺏ ﻭﺍﻟﺘﻌﻠﻴﻡ‬ ‫ﻤﻠﻜﻴﺔ ﺍﻟﻤﺴﺘﺸﻔﻰ‪ ،‬ﺤﻴﺙ ﺼﻨﻔﺕ ﺍﻷﺩﺒﻴﺎﺕ ﺍﻟﻤﺘﻌﻠﻘﺔ ﻓﻲ ﻫﺫﺍ‬
‫ﻭﺍﻟﺒﺤﺙ ﻓﻴﻬﺎ‪ ،‬ﻭﻴﺘﻡ ﺫﻟﻙ ﻤﻥ ﺨﻼل ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍﻟﻤﺠﺎل ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺇﻟﻰ ﻤﺴﺘﺸﻔﻴﺎﺕ ﺘﺘﺒﻊ ﺍﻟﺤﻜﻭﻤﺔ ﺤﻴﺙ‬
‫ﺍﻟﺘﺨﺼﺼﻴﺔ ﺍﻟﺘﻲ ﺘﻤﺘﻠﻙ ﺇﻤﻜﺎﻨﺎﺕ ﻋﺎﻟﻴﺔ ﻟﺘﻘﺩﻴﻡ ﺨﺩﻤﺎﺕ‬ ‫ﺘﻘﻭﻡ ﺍﻟﺤﻜﻭﻤﺔ ﻤﻤﺜﻠﺔ ﺒﻭﺯﺍﺭﺓ ﺍﻟﺼﺤﺔ ﺒﺘﻤﻭﻴﻠﻬﺎ ﻭﺇﺩﺍﺭﺘﻬﺎ‬
‫ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﺫﺍﺕ ﺍﻟﺘﺨﺼﺼﺎﺕ ﺍﻟﺩﻗﻴﻘﺔ‪.‬‬ ‫ﻭﺍﻹﺸﺭﺍﻑ ﻋﻠﻴﻬﺎ ﻭﺘﻘﺩﻡ ﺨﺩﻤﺎﺘﻬﺎ ﻟﺠﻤﻴﻊ ﺃﻓﺭﺍﺩ ﺍﻟﺩﻭﻟﺔ‪،‬‬
‫)‪(Snook,2003‬‬ ‫ﻭﻤﺴﺘﺸﻔﻴﺎﺕ ﺘﺘﺒﻊ ﺠﻬﺎﺕ ﺤﻜﻭﻤﻴﺔ ﻤﻌﻴﻨﺔ ﺘﻭﻓﺭ ﺨﺩﻤﺎﺕ‬
‫‪ .5‬ﺍﻟﻌﻤﺭ ﺍﻟﺯﻤﻨﻲ ﻟﻠﻤﺴﺘﺸﻔﻰ‪ :‬ﻭﻴﻘﺼﺩ ﺒﻪ ﺍﻟﻔﺘﺭﺓ ﺍﻟﺯﻤﻨﻴﺔ‬ ‫ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﻟﻤﻨﺴﻭﺒﻴﻬﺎ ﻤﺜل ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺴﻜﺭﻴﺔ‪،‬‬
‫ﺍﻟﻤﻤﺘﺩﺓ ﻤﻨﺫ ﻓﺘﺢ ﺃﺒﻭﺍﺏ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻟﺘﻘﺩﻴﻡ ﺍﻟﺨﺩﻤﺎﺕ‬ ‫ﺃﻭ ﺘﻜﻭﻥ ﺒﺎﻹﻀﺎﻓﺔ ﺇﻟﻰ ﺫﻟﻙ ﺃﻨﺸﺄﺕ ﻷﻏﺭﺍﺽ ﺃﺨﺭﻯ ﻏﻴﺭ‬
‫ﺍﻟﺼﺤﻴﺔ ﻭﺤﺘﻰ ﺘﺎﺭﻴﺦ ﺍﻟﺯﻴﺎﺭﺓ ﺍﻟﻤﻴﺩﺍﻨﻴﺔ ﻟﻬﺎ‪ ،‬ﺤﻴﺙ ﺘﻡ‬ ‫ﺘﻘﺩﻴﻡ ﺨﺩﻤﺎﺕ ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﻤﺜل ﺃﻥ ﺘﻜﻭﻥ ﺘﻌﻠﻴﻤﻴﺔ ﺃﻭ‬
‫‪-546-‬‬
‫ﺍﻟﻤﺠﻠﺩ ‪ ،10‬ﺍﻟﻌﺩﺩ ‪2014 ،4‬‬
‫ﹼ‬ ‫ا‪ ‬ا‪‬رد‪  ‬إدارة ا‪‬ل‪،‬‬
‫ﺍﻹﺤﺼﺎﺌﻴﺔ ﻋﻠﻰ ﺍﻟﺒﻴﺎﻨﺎﺕ ﻭﺘﺤﻠﻴل ﺍﻟﻨﺘﺎﺌﺞ‪ ،‬ﻟﻠﺘﺤﻘﻕ ﻤﻥ ﻤﻼﺌﻤﺔ‬ ‫ﺘﻘﺴﻴﻡ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺒﻨﺎﺀ ﻋﻠﻰ ﺫﻟﻙ ﺇﻟﻰ ﺜﻼﺙ ﻓﺌﺎﺕ‪:‬‬
‫ﺍﻟﺒﻴﺎﻨﺎﺕ ﻭﺘﻭﻓﻴﺭ ﺍﻟﺒﻴﺎﻨﺎﺕ ﺍﻟﻭﺼﻔﻴﺔ ﻷﺒﻌﺎﺩ ﺍﻟﺩﺭﺍﺴﺔ‪ ،‬ﻭﺍﺨﺘﺒﺎﺭ‬ ‫ﻤﺴﺘﺸﻔﻴﺎﺕ ﺼﻐﻴﺭﺓ ﺍﻟﻌﻤﺭ )ﺃﻗل ﻤﻥ ‪ 10‬ﺴﻨﻭﺍﺕ(‪،‬‬
‫ﺍﻟﻔﺭﻀﻴﺎﺕ‪ ،‬ﻭﺫﻟﻙ ﻋﻠﻰ ﺍﻟﻨﺤﻭ ﺍﻵﺘﻲ‪:‬‬ ‫ﻤﺴﺘﺸﻔﻴﺎﺕ ﻤﺘﻭﺴﻁﺔ ﺍﻟﻌﻤﺭ )‪ 20-10‬ﺴﻨﺔ( ﻤﺴﺘﺸﻔﻴﺎﺕ‬
‫ﺍﺨﺘﺒﺎﺭ ﺍﻟﺘﻭﺯﻴﻊ ﺍﻟﻁﺒﻴﻌﻲ ﻟﻠﺒﻴﺎﻨﺎﺕ‪:‬‬ ‫ﻜﺒﻴﺭﺓ ﺍﻟﻌﻤﺭ )ﺃﻜﺜﺭ ﻤﻥ ‪ 20‬ﺴﻨﺔ( ﺤﻴﺙ ﺘﻡ ﺍﻻﺴﺘﻨﺎﺩ ﺇﻟﻰ‬
‫ﻟﻠﺘﺤﻘﻕ ﻤﻥ ﺃﻥ ﺒﻴﺎﻨﺎﺕ ﺍﻟﻌﻴﻨﺔ ﺍﻟﺘﻲ ﺘﺴﺘﻨﺩ ﺇﻟﻴﻬﺎ ﺍﻟﺩﺭﺍﺴﺔ‬ ‫ﻫﺫﺍ ﺍﻟﺘﻨﺼﻴﻑ ﻭﻓﻘﺎﹰ ﻟﻤﺘﻭﺴﻁ ﺍﻟﻌﻤﺭ ﺍﻟﺯﻤﻨﻲ ﻟﻠﻤﺴﺘﺸﻔﻴﺎﺕ‬
‫ﻤﺴﺤﻭﺒﺔ ﻤﻥ ﻤﺠﺘﻤﻊ ﺘﺘﺒﻊ ﺒﻴﺎﻨﺎﺘﻪ ﺍﻟﺘﻭﺯﻴﻊ ﺍﻟﻁﺒﻴﻌﻲ‪ ،‬ﺍﻷﻤﺭ ﺍﻟﺫﻱ‬ ‫ﻓﻲ ﺍﻟﻤﻤﻠﻜﺔ ﺍﻟﻌﺭﺒﻴﺔ ﺍﻟﺴﻌﻭﺩﻴﺔ ﺤﻴﺙ ﺇﻥ ﻨﺴﺒﺔ ﻜﺒﻴﺭﺓ ﻤﻥ‬
‫ﻴﺤﺩﺩ ﻁﺒﻴﻌﺔ ﺍﻻﺨﺘﺒﺎﺭﺍﺕ ﺍﻹﺤﺼﺎﺌﻴﺔ ﺍﻟﻤﻨﺎﺴﺒﺔ ﻟﺘﺤﻠﻴل ﺒﻴﺎﻨﺎﺕ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺘﻘﻊ ﻤﺎﺒﻴﻥ ‪ 25-5‬ﺴﻨﺔ ‪) .‬ﺍﻟﻜﺘﺎﺏ‬
‫ﺍﻟﺩﺭﺍﺴﺔ ﻭﺍﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻀﻴﺎﺕ؛ ﺘﻡ ﺇﺠﺭﺍﺀ ﺍﺨﺘﺒﺎﺭ )ﻜﻭﻟﻤﺠﺭﻭﻑ ‪-‬‬ ‫ﺍﻹﺤﺼﺎﺌﻲ ﺍﻟﺴﻨﻭﻱ ﻟﻭﺯﺍﺭﺓ ﺍﻟﺼﺤﺔ‪.(1433 ،‬‬
‫ﺴﻴﻤﻨﺭﻭﻑ ﻟﻌﻴﻨﺔ ﻭﺍﺤﺩﺓ )‪ ((1- Sample K-S‬ﻭﺍﻟﺠﺩﻭل ﺭﻗﻡ‬ ‫‪ .6‬ﺤﺠﻡ ﺍﻟﻤﺴﺘﺸﻔﻰ‪ :‬ﻭﺘﻡ ﻗﻴﺎﺱ ﻫﺫﺍ ﺍﻟﻤﺘﻐﻴﺭ ﺍﺴﺘﻨﺎﺩﺍ ﺇﻟﻰ ﻋﺩﺩ‬
‫)‪ (5‬ﻴﻭﻀﺢ ﻨﺘﺎﺌﺞ ﺍﻻﺨﺘﺒﺎﺭ ﻟﻜل ﺒﻌﺩ ﻤﻥ ﺃﺒﻌﺎﺩ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ‬ ‫ﺍﻷﺴﺭﺓ ﺍﻟﻤﺴﺘﺨﺩﻤﺔ ﻟﻠﺘﻨﻭﻴﻡ ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻰ ﺃﻱ ﺃﻥ ﺍﻟﻤﺭﻴﺽ‬
‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪.‬‬ ‫ﻴﻤﻜﺙ ﻋﻠﻴﻬﺎ ﺃﻜﺜﺭ ﻤﻥ ‪ 24‬ﺴﺎﻋﺔ‪ ،‬ﻭﻗﺩ ﺃﺸﺎﺭﺕ ﺍﻷﺩﺒﻴﺎﺕ‬
‫ﺇﻟﻰ ﺃﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺘﺼﻨﻑ ﺤﺴﺏ ﻋﺩﺩ ﺍﻷﺴﺭﺓ ﺇﻟﻰ‬
‫ﺠﺩﻭل )‪(5‬‬ ‫ﻤﺴﺘﺸﻔﻴﺎﺕ ﺼﻐﻴﺭﺓ ﻭﺍﻟﺘﻲ ﻴﻘل ﻓﻴﻬﺎ ﻋﺩﺩ ﺍﻷﺴﺭﺓ ﻋﻥ‬
‫ﻨﺘﺎﺌﺞ ﺍﺨﺘﺒﺎﺭ ﻜﻭﻟﻤﺠﺭﻭﻑ ‪-‬ﺴﻴﻤﻨﺭﻭﻑ ﻷﺒﻌﺎﺩ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ‬ ‫‪ 200‬ﺴﺭﻴﺭ‪ ،‬ﻭﻤﺴﺘﺸﻔﻴﺎﺕ ﻤﺘﻭﺴﻁﺔ ﺍﻟﺤﺠﻡ ﻴﺘﺭﺍﻭﺡ ﻋﺩﺩ‬
‫ﺍﻻﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﺍﻷﺴﺭﺓ ﻓﻴﻬﺎ ﻤﻥ ‪ 500-200‬ﺴﺭﻴﺭ‪ ،‬ﻭﻤﺴﺘﺸﻔﻴﺎﺕ ﻜﺒﻴﺭﺓ‬
‫‪P-value‬‬ ‫‪Z‬‬ ‫ﺍﻟﻤﺘﻐﻴﺭ‬ ‫ﺍﻟﺤﺠﻡ ﻭﺍﻟﺘﻲ ﻴﺯﻴﺩ ﻓﻴﻬﺎ ﻋﺩﺩ ﺍﻷﺴﺭﺓ ﻋﻥ ‪ 500‬ﺴﺭﻴﺭ‪.‬‬
‫ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻟﻼﺘﺼﺎل‬ ‫)‪. (Malhotra,2009‬‬
‫‪.000‬‬ ‫‪2.211‬‬
‫ﻭﻤﺸﺎﺭﻜﺔ ﺍﻟﻤﻠﻔﺎﺕ‬ ‫‪ .7‬ﺍﻻﻋﺘﻤﺎﺩ‪ :‬ﻭﻴﺭﺍﺩ ﺒﻪ ﻤﺩﻯ ﺤﺼﻭل ﺍﻟﻤﺴﺘﺸﻔﻰ ﻋﻠﻰ ﺸﻬﺎﺩﺓ‬
‫‪.002‬‬ ‫‪1.848‬‬ ‫ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﺍﻻﻋﺘﻤﺎﺩ ﻤﻥ ﺠﻬﺔ ﻤﺨﺘﺼﺔ ﻤﺤﻠﻴﺔ ﺃﻭ ﺩﻭﻟﻴﺔ ﻤﺜل ﺍﻟﻤﺠﻠﺱ‬
‫ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‬ ‫ﺍﻟﻤﺭﻜﺯﻱ ﻻﻋﺘﻤﺎﺩ ﺍﻟﻤﻨﺸﺎﺕ ﺍﻟﺼﺤﻴﺔ ﻓﻲ ﺍﻟﻤﻤﻠﻜﺔ‪ ،‬ﺤﻴﺙ‬
‫‪.000‬‬ ‫‪2.322‬‬
‫‪HIS‬‬ ‫ﻴﻘﻭﻡ ﺒﻔﺤﺹ ﺠﻭﺩﺓ ﺍﻟﺨﺩﻤﺎﺕ ﺍﻟﻤﻘﺩﻤﺔ ﻭﺍﻟﻤﺭﺍﻓﻕ ﺍﻟﺼﺤﻴﺔ‬
‫‪.000‬‬ ‫‪2.230‬‬ ‫ﺍﻻﺴﺘﺒﺎﻨﺔ ﻜﻜل‬ ‫ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻭﻤﺩﻯ ﺍﻨﺴﺠﺎﻤﻬﺎ ﻤﻊ ﺍﻟﻤﻌﺎﻴﻴﺭ ﺍﻟﻭﻁﻨﻴﺔ ﻤﻥ‬
‫ﻜﺎﻓﺔ ﺍﻟﺠﻭﺍﻨﺏ ﺍﻟﺘﻨﻅﻴﻤﻴﺔ ﻭﺍﻹﺩﺍﺭﻴﺔ ﻭﺍﻟﻁﺒﻴﺔ‬
‫ﻴﺘﻀﺢ ﻤﻥ ﻨﺘﺎﺌﺞ ﺍﻟﺘﺤﻠﻴل ﺍﻹﺤﺼﺎﺌﻲ ﻻﺨﺘﺒﺎﺭ ﻜﻠﻭﻤﺠﺭﻭﻑ –‬ ‫ﻭﺍﻟﺘﻜﻨﻭﻟﻭﺠﻴﺔ‪ ،.‬ﻭﻋﻤﻭﻤﺎﹰ ﻴﻘﺼﺩ ﺒﺎﻻﻋﺘﻤﺎﺩ ﻓﻲ ﺍﻟﻘﻁﺎﻉ‬
‫ﺴﻴﻤﻨﺭﻭﻑ ﻟﻠﻌﻴﻨﺔ ﺍﻟﻭﺍﺤﺩﺓ‪ ،‬ﺃﻥ ﻗﻴﻤﺔ ‪ P-value‬ﻟﺠﻤﻴﻊ ﺍﻷﺒﻌﺎﺩ‬ ‫ﺍﻟﺼﺤﻲ ﺒﺄﻨﻪ ﻋﻤﻠﻴﺔ ﺘﻘﻴﻴﻡ ﺫﺍﺘﻲ ﺘﻘﻭﻤﻬﺎ ﺍﻟﻤﻨﺸﺄﺓ ﺍﻟﺼﺤﻴﺔ‬
‫ﺃﻗل ﻤﻥ ﻤﺴﺘﻭﻯ ﺍﻟﻤﻌﻨﻭﻴﺔ ‪ ، 5%‬ﺒﺎﻵﺘﻲ ﻓﺈﻨﻨﺎ ﻨﻘﺒل ﺒﺄﻥ ﺒﻴﺎﻨﺎﺕ‬ ‫ﻟﻨﻔﺴﻬﺎ ﺘﺘﻠﻭﻫﺎ ﻋﻤﻠﻴﺔ ﺘﻘﻴﻴﻡ ﺸﺎﻤﻠﺔ ﻤﻥ ﺠﻬﺔ ﺨﺎﺭﺠﻴﺔ‬
‫ﺍﻟﻌﻴﻨﺔ ﻤﺴﺤﻭﺒﺔ ﻤﻥ ﻤﺠﺘﻤﻊ ﻻ ﺘﺘﺒﻊ ﺒﻴﺎﻨﺎﺘﻪ ﺍﻟﺘﻭﺯﻴﻊ ﺍﻟﻁﺒﻴﻌﻲ‪،‬‬ ‫ﻤﺴﺘﻘﻠﺔ ﺒﻨﺎﺀ‪ ‬ﻋﻠﻰ ﻤﻌﺎﻴﻴﺭ ﻟﺠﻭﺩﺓ ﺍﻟﺨﺩﻤﺎﺕ ﺍﻟﻤﻘﺩﻤﺔ ﻭﺩﺭﺠﺔ‬
‫ﻭﺒﺎﻵﺘﻲ ﻴﺘﺤﺘﻡ ﻋﻠﻰ ﺍﻟﺒﺎﺤﺙ ﺍﺴﺘﺨﺩﺍﻡ ﺍﻻﺨﺘﺒﺎﺭﺍﺕ ﺍﻟﻼﻤﻌﻠﻤﻴﺔ‪.‬‬ ‫ﺍﻷﻤﺎﻥ ﻭﺍﻟﺴﻼﻤﺔ ﻓﻴﻪ‪Greenfield and ) .‬‬
‫ﺍﻟﺘﺤﻠﻴل ﺍﻟﻭﺼﻔﻲ ﻟﻔﻘﺭﺍﺕ ﺃﺒﻌﺎﺩ ﺍﻟﺩﺭﺍﺴﺔ‪:‬‬ ‫‪(Braithwaite, 2008‬‬
‫ﻴﺘﻀﻤﻥ ﻫﺫﺍ ﺍﻟﺠﺯﺀ ﻋﺭﺽ ﻟﻨﺘﺎﺌﺞ ﺍﻟﺘﺤﻠﻴل ﺍﻹﺤﺼﺎﺌﻲ‬ ‫ﺍﻟﺩﺭﺍﺴﺔ ﺍﻟﻤﻴﺩﺍﻨﻴﺔ‬
‫ﺍﻟﻭﺼﻔﻲ ﻟﻠﺒﻴﺎﻨﺎﺕ‪ ،‬ﻭﻫﻲ ﻗﻴﻤﺔ ﺍﻟﻤﺘﻭﺴﻁﺎﺕ ﺍﻟﺤﺴﺎﺒﻴﺔ‬ ‫ﺘﻌﺘﻤﺩ ﺍﻟﺩﺭﺍﺴﺔ ﺍﻟﻤﻴﺩﺍﻨﻴﺔ ﻋﻠﻰ ﺘﺤﻠﻴل ﺍﻟﺒﻴﺎﻨﺎﺕ ﺍﻟﺘﻲ ﺘﻡ‬
‫ﻭﺍﻻﻨﺤﺭﺍﻓﺎﺕ ﺍﻟﻤﻌﻴﺎﺭﻴﺔ ﻭﺍﻟﻨﺴﺒﺔ ﺍﻟﻤﺌﻭﻴﺔ ﻟﺘﺼﻨﻴﻑ ﺩﺭﺠﺎﺕ‬ ‫ﺠﻤﻌﻬﺎ ﻤﻥ ﻋﻴﻨﺔ ﺍﻟﺩﺭﺍﺴﺔ ﺒﻭﺴﺎﻁﺔ ﺍﻻﺴﺘﺒﺎﻨﺔ ﺍﻹﺤﺼﺎﺌﻴﺔ‪ ،‬ﻓﻘﺩ‬
‫ﺍﻟﻤﻘﻴﺎﺱ )ﺩﺭﺠﺎﺕ ﺍﻟﻤﻭﺍﻓﻘﺔ‪ ،‬ﺩﺭﺠﺎﺕ ﻋﺩﻡ ﺍﻟﻤﻭﺍﻓﻘﺔ( ﻟﺠﻤﻴﻊ‬ ‫ﺘﻡ ﺇﺩﺨﺎل ﺒﻴﺎﻨﺎﺕ )‪ (65‬ﺍﺴﺘﺒﺎﻨﻪ ﺇﻟﻰ ﺒﺭﻨﺎﻤﺞ ﺍﻟﺘﺤﻠﻴل ﺍﻹﺤﺼﺎﺌﻲ‬
‫ﺃﺒﻌﺎﺩ ﺍﻟﺩﺭﺍﺴﺔ‪ ،‬ﻭﺍﻟﻔﻘﺭﺍﺕ ﺍﻟﻤﻜﻭﻨﺔ ﻟﻜل ﺒﻌﺩ ﺒﺎﻹﻀﺎﻓﺔ ﺇﻟﻰ ﻨﺘﺎﺌﺞ‬ ‫‪ ،SPSS‬ﻭﺫﻟﻙ ﺒﻌﺩ ﺍﻟﺘﺤﻘﻕ ﻤﻥ ﺴﻼﻤﺘﻬﺎ ﻭﺼﻼﺤﻴﺘﻬﺎ ﻟﻠﺘﺤﻠﻴل‪،‬‬
‫ﻭﺘﺸﻤل ﺍﻟﺩﺭﺍﺴﺔ ﺍﻟﻤﻴﺩﺍﻨﻴﺔ ﻋﻠﻰ ﺘﻨﻔﻴﺫ ﺒﻌﺽ ﺍﻻﺨﺘﺒﺎﺭﺍﺕ‬
‫‪-547-‬‬
‫ﺃﻗل ﻤﻥ ‪) 2.60‬ﻤﻨﺨﻔﺽ(‪ ،‬ﻤﻥ ‪ 2.60‬ﺇﻟﻰ ﺃﻗل ﻤﻥ ‪3.40‬‬ ‫ﺍﺨﺘﺒﺎﺭ ﺍﻹﺸﺎﺭﺓ ﻟﻠﺤﻜﻡ ﻋﻠﻰ ﻤﻌﻨﻭﻴﺔ ﺘﻘﺩﻴﺭ ﺃﻓﺭﺍﺩ ﺍﻟﻌﻴﻨﺔ ﻟﻠﻔﻘﺭﺍﺕ‬
‫)ﻤﺘﻭﺴﻁ(‪ ،‬ﻤﻥ ‪ 3.40‬ﺇﻟﻰ ﺃﻗل ﻤﻥ ‪) 4.20‬ﻤﺭﺘﻔﻊ(‪ ،‬ﻤﻥ‬ ‫ﻭﺍﻷﺒﻌﺎﺩ‪ ،‬ﻤﻊ ﺍﻷﺨﺫ ﺒﻌﻴﻥ ﺍﻻﻋﺘﺒﺎﺭ ﺃﻥ ﺘﺩﺭﺝ ﺍﻟﻤﻘﻴﺎﺱ‬
‫‪ 4.20‬ﻓﻤﺎ ﻓﻭﻕ )ﻤﺭﺘﻔﻊ ﺠﺩﺍ(‪.‬‬ ‫ﺍﻟﻤﺴﺘﺨﺩﻡ ﻓﻲ ﺍﻟﺩﺭﺍﺴﺔ ﻜﺎﻥ )ﻤﻭﺍﻓﻕ ﺒﺸﺩﺓ( ﻭﻴﻤﺜل )‪(5‬‬
‫ﺒﺎﻟﻨﺴﺒﺔ ﻟﻨﺘﺎﺌﺞ ﺍﺨﺘﺒﺎﺭ ﺍﻹﺸﺎﺭﺓ‪ ،‬ﺘﻜﻭﻥ ﺍﻟﻔﻘﺭﺓ ﺍﻴﺠﺎﺒﻴﺔ ﺒﻤﻌﻨﻰ‬ ‫ﺩﺭﺠﺎﺕ‪ ،‬ﻭﺍﻟﺨﻴﺎﺭ )ﻤﻭﺍﻓﻕ( ﻴﻤﺜل )‪ (4‬ﺩﺭﺠﺎﺕ‪ ،‬ﻭﺍﻟﺨﻴﺎﺭ‬
‫ﺃﻥ ﺃﻓﺭﺍﺩ ﺍﻟﻌﻴﻨﺔ ﻴﻭﺍﻓﻘﻭﻥ ﻋﻠﻰ ﻤﺤﺘﻭﺍﻫﺎ ﺇﺫﺍ ﻜﺎﻨﺕ ﻨﺴﺒﺔ ﺩﺭﺠﺎﺕ‬ ‫)ﻤﺤﺎﻴﺩ( ﻴﻤﺜل )‪ (3‬ﺩﺭﺠﺎﺕ‪ ،‬ﻭﺍﻟﺨﻴﺎﺭ )ﻏﻴﺭ ﻤﻭﺍﻓﻕ( ﻴﻤﺜل )‪(2‬‬
‫ﺍﻟﻤﻭﺍﻓﻘﺔ)ﺃﻜﺒﺭ ﻤﻥ ‪ (3‬ﺃﻜﺒﺭ ﻤﻥ ﻨﺴﺒﺔ ﺩﺭﺠﺎﺕ ﻋﺩﻡ ﺍﻟﻤﻭﺍﻓﻘﺔ‬ ‫ﺩﺭﺠﺔ‪ ،‬ﻭﺍﻟﺨﻴﺎﺭ )ﻏﻴﺭ ﻤﻭﺍﻓﻕ ﺒﺸﺩﺓ( ﻴﻤﺜل )‪ (1‬ﺩﺭﺠﺔ ﻭﺍﺤﺩﺓ‪.‬‬
‫)ﺃﻗل ﻤﻥ ‪(3‬‬ ‫ﻜﻤﺎ ﺘﻡ ﺘﺤﺩﻴﺩ ﻤﺴﺘﻭﻯ ﺍﻟﺘﺒﻨﻲ ﻁﺒﻘﺎﹰ ﻟﻠﻤﻘﻴﺎﺱ ﺍﻵﺘﻲ‪:‬‬
‫ﻭﺘﻜﻭﻥ ﺍﻟﻔﻘﺭﺓ ﺴﻠﺒﻴﺔ ﺒﻤﻌﻨﻰ ﺃﻥ ﺃﻓﺭﺍﺩ ﺍﻟﻌﻴﻨﺔ ﻻ ﻴﻭﺍﻓﻘﻭﻥ ﻋﻠﻰ‬
‫ﻤﺤﺘﻭﺍﻫﺎ ﺇﺫﺍ ﻜﺎﻨﺕ ﻨﺴﺒﺔ ﺩﺭﺠﺎﺕ ﻋﺩﻡ ﺍﻟﻤﻭﺍﻓﻘﺔ )ﺃﻗل ﻤﻥ ‪(3‬‬
‫ﺃﻜﺒﺭ ﻤﻥ ﻨﺴﺒﺔ ﺩﺭﺠﺎﺕ ﺍﻟﻤﻭﺍﻓﻘﺔ)ﺃﻜﺒﺭ ﻤﻥ ‪ ،(3‬ﻭﻓﻲ ﻜﻠﺘﺎ‬
‫ﺍﻟﺤﺎﻟﺘﻴﻥ ﻴﺠﺏ ﺃﻥ ﺘﻜﻭﻥ ﻗﻴﻤﺔ ﻤﺴﺘﻭﻯ ﺍﻟﺩﻻﻟﺔ ﻟﻺﺤﺼﺎﺌﻲ ‪z‬‬ ‫ﻭﺍﺴﺘﻨﺎﺩﺍﹰ ﺇﻟﻰ ﺫﻟﻙ ﻓﺈﻥ ﻗﻴﻡ ﺍﻟﻤﺘﻭﺴﻁﺎﺕ ﺍﻟﺤﺴﺎﺒﻴﺔ ﺍﻟﺘﻲ‬
‫ﺃﻗل ﻤﻥ ‪ %5‬ﺤﺘﻰ ﻴﻜﻭﻥ ﺍﻟﺘﻘﺩﻴﺭ ﻤﻌﻨﻭﻱ )ﺫﻭ ﺩﻻﻟﺔ ﺇﺤﺼﺎﺌﻴﺔ(‪.‬‬ ‫ﻭﺼﻠﺕ ﺇﻟﻴﻬﺎ ﺍﻟﺩﺭﺍﺴﺔ‪ ،‬ﺴﻴﺘﻡ ﺍﻟﺘﻌﺎﻤل ﻤﻌﻬﺎ ﻟﺘﻔﺴﻴﺭ ﺍﻟﺒﻴﺎﻨﺎﺕ‬
‫ﻭﻜﺎﻨﺕ ﻨﺘﺎﺌﺞ ﺍﻟﺘﺤﻠﻴل ﻋﻠﻰ ﺍﻟﻨﺤﻭ ﺍﻵﺘﻲ‪:‬‬ ‫ﻋﻠﻰ ﺍﻟﻨﺤﻭ ﺍﻵﺘﻲ ‪:‬‬
‫‪ 1‬ﺇﻟﻰ ﺃﻗل ﻤﻥ ‪) 1.80‬ﻤﻨﺨﻔﺽ ﺠﺩﺍﹰ(‪ ،‬ﻤﻥ ‪ 1.80‬ﺇﻟﻰ‬
‫ﺠﺩﻭل )‪(6‬‬
‫ﻨﺘﺎﺌﺞ ﺘﺤﻠﻴل ﺍﻟﺒﻌﺩ ﺍﻷﻭل ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻟﻼﺘﺼﺎل ﻭﺘﺒﺎﺩل ﺍﻟﺒﻴﺎﻨﺎﺕ ﻭﺍﻟﻤﺸﺎﺭﻜﺔ ﺒﺎﻟﻤﻠﻔﺎﺕ‬
‫ﻤﺴﺘﻭﻯ‬
‫ﻓﻘﺭﺍﺕ ﺍﻟﺒﻌﺩ ﺍﻷﻭل ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ‬
‫ﻨﺴﺒﺔ ﻋﺩﻡ‬ ‫ﻨﺴﺒﺔ‬ ‫ﺍﻟﺩﻻﻟﺔ‬ ‫ﺍﻻﻨﺤﺭﺍﻑ‬ ‫ﺍﻟﻭﺴﻁ‬
‫ﺍﻟﻤﺴﺘﻭﻯ‬ ‫ﻟﻼﺘﺼﺎل ﻭﺘﺒﺎﺩل ﺍﻟﺒﻴﺎﻨﺎﺕ ﻭﻤﺸﺎﺭﻜﺔ‬ ‫ﺍﻟﺘﺴﻠﺴل‬
‫ﺍﻟﻤﻭﺍﻓﻘﺔ ﺍﻟﻤﻭﺍﻓﻘﺔ‬ ‫ﺍﺨﺘﺒﺎﺭ‬ ‫ﺍﻟﺤﺴﺎﺒﻲ ﺍﻟﻤﻌﻴﺎﺭﻱ‬
‫ﺍﻟﻤﻠﻔﺎﺕ‬
‫ﺍﻹﺸﺎﺭﺓ‬
‫ﻴﺘﻭﻓﺭ ﻟﻤﻨﺴﻭﺒﻲ ﺍﻟﻤﺴﺘﺸﻔﻰ ﺨﺩﻤﺔ‬ ‫‪1‬‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.65‬‬ ‫‪.35‬‬ ‫‪.025‬‬ ‫‪a‬‬
‫‪1.08‬‬ ‫‪3.09‬‬ ‫ﺍﻟﻭﺼﻭل ﻟﻼﻨﺘﺭﻨﺕ ﺒﺎﻟﺸﻜل ﺍﻟﺫﻱ‬
‫ﻴﺴﺎﻋﺩﻫﻡ ﻓﻲ ﺍﻨﺠﺎﺯ ﻤﻬﺎﻡ ﻋﻤﻠﻬﻡ‪.‬‬
‫ﻴﻤﻜﻥ ﺘﻨﻔﻴﺫ ﺍﻟﻜﺜﻴﺭ ﻤﻥ ﺍﻟﻤﻬﺎﻡ ﺍﻹﺩﺍﺭﻴﺔ ﺍﻟﺘﻲ‬ ‫‪2‬‬
‫ﺘﺨﺹ ﺍﻟﻌﻤل ﻤﻥ ﺨﻼل ﺍﻟﻤﻭﻗﻊ ﺍﻹﻟﻜﺘﺭﻭﻨﻲ‬
‫ﻤﺘﻭﺴﻁ‬ ‫‪.63‬‬ ‫‪.37‬‬ ‫‪.046a‬‬ ‫‪1.21‬‬ ‫‪2.98‬‬
‫ﻟﻠﻤﺴﺘﺸﻔﻰ )ﻤﺜل ﻁﺭﺡ ﻤﻨﺎﻗﺼﺎﺕ ﺍﻟﺸﺭﺍﺀ‪،‬‬
‫ﺨﺩﻤﺎﺕ ﺍﻟﻤﻨﺴﻭﺒﻴﻥ ‪..‬ﺍﻟﺦ(‬
‫ﻴﻤﻜﻥ ﺘﻨﻔﻴﺫ ﺍﻟﻜﺜﻴﺭ ﻤﻥ ﺍﻟﻤﻬﺎﻡ ﺍﻟﻔﻨﻴﺔ‬ ‫‪3‬‬
‫ﻭﺍﻟﻁﺒﻴﺔ ﻤﻥ ﺨﻼل ﺍﻟﻤﻭﻗﻊ ﺍﻹﻟﻜﺘﺭﻭﻨﻲ‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.70‬‬ ‫‪.29‬‬ ‫‪.001‬‬ ‫‪a‬‬
‫‪1.39‬‬ ‫‪2.38‬‬ ‫ﻟﻠﻤﺴﺘﺸﻔﻰ )ﻤﺜل ﺤﺠﺯ ﺍﻟﻤﻭﺍﻋﻴﺩ‬
‫ﻟﻠﻤﺭﻀﻰ‪ ،‬ﺍﻻﺴﺘﻌﻼﻡ ﻋﻥ ﻨﺘﺎﺌﺞ ﺍﻟﻔﺤﻭﺹ‬
‫ﺍﻟﻤﺨﺒﺭﻴﺔ‪ ،‬ﻭﻏﻴﺭﻫﺎ(‬
‫‪-548-‬‬
‫ﺍﻟﻤﺠﻠﺩ ‪ ،10‬ﺍﻟﻌﺩﺩ ‪2014 ،4‬‬
‫ﹼ‬ ‫ا‪ ‬ا‪‬رد‪  ‬إدارة ا‪‬ل‪،‬‬
‫ﻓﻘﺭﺍﺕ ﺍﻟﺒﻌﺩ ﺍﻷﻭل ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ‬
‫ﻨﺴﺒﺔ ﻋﺩﻡ‬ ‫ﻨﺴﺒﺔ‬ ‫ﺍﻟﺩﻻﻟﺔ‬ ‫ﺍﻻﻨﺤﺭﺍﻑ‬ ‫ﺍﻟﻭﺴﻁ‬
‫ﺍﻟﻤﺴﺘﻭﻯ‬ ‫ﻟﻼﺘﺼﺎل ﻭﺘﺒﺎﺩل ﺍﻟﺒﻴﺎﻨﺎﺕ ﻭﻤﺸﺎﺭﻜﺔ‬ ‫ﺍﻟﺘﺴﻠﺴل‬
‫ﺍﻟﻤﻭﺍﻓﻘﺔ‬ ‫ﺍﻟﻤﻭﺍﻓﻘﺔ‬ ‫ﺍﺨﺘﺒﺎﺭ‬ ‫ﺍﻟﻤﻌﻴﺎﺭﻱ‬ ‫ﺍﻟﺤﺴﺎﺒﻲ‬
‫ﺍﻟﻤﻠﻔﺎﺕ‬
‫ﻴﺘﻭﻓﺭ ﻟﻤﻨﺴﻭﺒﻲ ﺍﻟﻤﺴﺘﺸﻔﻰ ﺨﺩﻤﺔ ﺍﻟﺒﺭﻴﺩ‬ ‫‪4‬‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.70‬‬ ‫‪.29‬‬ ‫‪001‬‬ ‫‪a‬‬
‫‪1.34‬‬ ‫‪2.32‬‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻲ ﻟﻐﺎﻴﺎﺕ ﺘﺴﻬﻴل ﺍﻟﺘﻭﺍﺼل‬
‫ﻭﺘﺒﺎﺩل ﺍﻟﺭﺴﺎﺌل ﻟﺨﺩﻤﺔ ﺃﻏﺭﺍﺽ ﺍﻟﻌﻤل‬
‫ﻴﺘﻡ ﺇﻨﺠﺎﺯ ﺍﻟﻜﺜﻴﺭ ﻤﻥ ﺍﻟﻤﻌﺎﻤﻼﺕ ﺇﻟﻜﺘﺭﻭﻨﻴﺎﹰ‬ ‫‪5‬‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.74‬‬ ‫‪.26‬‬ ‫‪.000a‬‬ ‫‪1.29‬‬ ‫‪2.36‬‬
‫ﺩﺍﺨل ﺍﻟﻤﺴﺘﺸﻔﻰ‬
‫ﺘﻤﺘﻠﻙ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻗﺎﻋﺩﺓ ﺒﻴﺎﻨﺎﺕ ﻤﻨﺎﺴﺒﺔ‬ ‫‪6‬‬
‫ﻟﺠﻤﻴﻊ ﺍﻷﻏﺭﺍﺽ ﺍﻹﺩﺍﺭﻴﺔ ﻭﺍﻟﻁﺒﻴﺔ‬
‫ﻤﺘﻭﺴﻁ‬ ‫‪.77‬‬ ‫‪.23‬‬ ‫‪000a‬‬ ‫‪.93‬‬ ‫‪2.93‬‬
‫ﻭﺍﻟﻔﻨﻴﺔ ﺘﺤﺘﻔﻅ ﺒﺠﻤﻴﻊ ﺍﻟﺒﻴﺎﻨﺎﺕ ﺍﻟﺘﻲ ﻴﺘﻡ‬
‫ﺍﻟﺘﻌﺎﻤل ﻤﻌﻬﺎ‬
‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﺸﺒﻜﺔ ﻤﺤﻠﻴﺔ ﺘﺘﻴﺢ‬ ‫‪7‬‬
‫ﻟﺠﻤﻴﻊ ﺍﻟﻤﻨﺴﻭﺒﻴﻥ ﺍﻟﻭﺼﻭل ﻟﻠﻤﻠﻔﺎﺕ ﻓﻲ‬
‫ﻤﺘﻭﺴﻁ‬ ‫‪.78‬‬ ‫‪.22‬‬ ‫‪000a‬‬ ‫‪1.01‬‬ ‫‪2.84‬‬
‫ﻗﺎﻋﺩﺓ ﺍﻟﺒﻴﺎﻨﺎﺕ ﻭﺘﺒﺎﺩل ﺍﻟﺒﻴﺎﻨﺎﺕ ﺍﻟﺘﻲ‬
‫ﻴﺤﺘﺎﺠﻭﻨﻬﺎ ﻻﻨﺠﺎﺯ ﻤﻬﺎﻡ ﻋﻤﻠﻬﻡ‪.‬‬
‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﺘﻘﻨﻴﺎﺕ ﺘﺴﺎﻋﺩ ﻋﻠﻰ‬ ‫‪8‬‬
‫ﺍﻜﺘﺸﺎﻑ ﺍﻟﻤﻌﺭﻓﺔ ﻤﻥ ﻗﻭﺍﻋﺩ ﺍﻟﺒﻴﺎﻨﺎﺕ ﺍﻟﺘﻲ‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.80‬‬ ‫‪.20‬‬ ‫‪000a‬‬ ‫‪1.36‬‬ ‫‪2.16‬‬
‫ﺘﻤﺘﻠﻜﻬﺎ ﻤﺜل ﺘﻘﻨﻴﺎﺕ ﺍﻟﺘﻨﻘﻴﺏ ﻓﻲ ﺍﻟﺒﻴﺎﻨﺎﺕ‬
‫ﻭﺍﻟﻨﻅﻡ ﺍﻟﺨﺒﻴﺭﺓ‬
‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﺘﻘﻨﻴﺎﺕ ﺘﺴﺎﻋﺩ ﻋﻠﻰ‬ ‫‪9‬‬
‫ﺍﻻﺤﺘﻔﺎﻅ ﺒﺎﻟﻤﻌﺭﻓﺔ ﻭﻤﺸﺎﺭﻜﺘﻬﺎ ﺒﻴﻥ‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.77‬‬ ‫‪.23‬‬ ‫‪000a‬‬ ‫‪1.25‬‬ ‫‪2.29‬‬
‫ﺍﻷﻁﺒﺎﺀ ﻭﺘﺒﺎﺩل ﺍﻟﺨﺒﺭﺍﺕ ﺒﻴﻨﻬﻡ ﻤﺜل ﺍﻟﻨﻅﻡ‬
‫ﺍﻟﺨﺒﻴﺭﺓ‪.‬‬
‫ﻤﺘﻭﺴﻁ‬ ‫‪.65‬‬ ‫‪.35‬‬ ‫‪025a‬‬ ‫‪1.08‬‬ ‫‪2.60‬‬ ‫ﺍﻟﺒﻌﺩ ﻜﻜل‬
‫ﺍﺴﺘﻨﺎﺩﺍﹰ ﺇﻟﻰ ﻗﻴﻤﺔ ‪ z‬ﺍﻟﺘﻘﺭﻴﺒﻴﺔ‬ ‫‪:a‬‬
‫ﺘﺒﻨﻲ ﺘﻁﺒﻴﻘﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪ ،‬ﻭﻟﺘﻭﻀﻴﺢ ﺫﻟﻙ ﺘﻡ ﺤﺴﺎﺏ‬ ‫ﺍﻟﺒﻌﺩ ﺍﻷﻭل‪ :‬ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻟﻼﺘﺼﺎل ﻭﺘﺒﺎﺩل ﺍﻟﺒﻴﺎﻨﺎﺕ‬
‫ﺍﻟﻤﺘﻭﺴﻁﺎﺕ ﺍﻟﺤﺴﺎﺒﻴﺔ ﻭﺍﻻﻨﺤﺭﺍﻓﺎﺕ ﺍﻟﻤﻌﻴﺎﺭﻴﺔ‪ ،‬ﻭﺍﺨﺘﺒﺎﺭ‬ ‫ﻭﺍﻟﻤﺸﺎﺭﻜﺔ ﺒﺎﻟﻤﻠﻔﺎﺕ‬
‫ﺍﻹﺸﺎﺭﺓ‪ ،‬ﻭﺍﻟﻨﺴﺒﺔ ﺍﻟﻤﺌﻭﻴﺔ ﻟﻠﻤﻭﺍﻓﻘﺔ ﻭﺍﻟﻨﺴﺒﺔ ﺍﻟﻤﺌﻭﻴﺔ ﻟﻌﺩﻡ‬ ‫ﺍﺴﺘﺨﺩﻡ ﺍﻟﺒﺎﺤﺙ ﻫﺫﺍ ﺍﻟﺒﻌﺩ ﻟﻠﺤﻜﻡ ﻋﻠﻰ ﻤﺩﻯ ﺘﺒﻨﻲ‬
‫ﺍﻟﻤﻭﺍﻓﻘﺔ ﻟﻜل ﻓﻘﺭﺓ ﻤﻥ ﻓﻘﺭﺍﺕ ﺍﻟﺒﻌﺩ ﻭﺍﻟﺒﻌﺩ ﻜﻜل‪ ،‬ﺤﻴﺙ ﺃﺸﺎﺭﺕ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻟﻠﺘﻘﻨﻴﺎﺕ ﺍﻟﻤﺘﻌﻠﻘﺔ ﺒﺘﻭﻓﺭ ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ‬
‫ﺍﻟﻨﺘﺎﺌﺞ ﺍﻟﻭﺍﺭﺩﺓ ﻓﻲ ﺍﻟﺠﺩﻭل ﺭﻗﻡ )‪ (6‬ﺇﻟﻰ ﺃﻥ ﻨﺴﺒﺔ )‪ (%65‬ﻤﻥ‬ ‫ﻟﻼﺘﺼﺎل ﻭﺘﺒﺎﺩل ﺍﻟﺒﻴﺎﻨﺎﺕ ﻭﺍﻟﻤﺸﺎﺭﻜﺔ ﺒﺎﻟﻤﻠﻔﺎﺕ ﺩﺍﺨل‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻻ ﺘﻭﺍﻓﻕ ﻋﻠﻰ ﻤﺤﺘﻭﻯ ﺍﻟﻔﻘﺭﺍﺕ ﺍﻟﻤﺘﻌﻠﻘﺔ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻰ ﻭﺍﻟﺘﻲ ﺘﻌﺩ ﺃﺴﺎﺴﺎﹰ ﻤﻬﻤﺎ ﻓﻲ ﺘﻭﺠﻪ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻨﺤﻭ‬
‫‪-549-‬‬
‫ﻟﻤﻨﺴﻭﺒﻴﻬﺎ ﻟﻐﺎﻴﺎﺕ ﺨﺩﻤﺔ ﺃﻏﺭﺍﺽ ﺍﻟﻌﻤل ﺤﻴﺙ ﺒﻠﻎ ﺍﻟﻤﺘﻭﺴﻁ‬ ‫ﺒﺘﻭﻓﺭ ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻟﻼﺘﺼﺎل ﻭﺘﺒﺎﺩل ﺍﻟﺒﻴﺎﻨﺎﺕ ﻟﺩﻴﻬﺎ ﻓﻘﺩ ﺒﻠﻎ‬
‫ﺍﻟﺤﺴﺎﺒﻲ ﻟﻬﺫﻩ ﺍﻟﻔﻘﺭﺓ )‪ ،(3.09‬ﻭﻤﻊ ﺫﻟﻙ ﻓﻘﺩ ﻋﺎﺭﺽ )‪(%65‬‬ ‫ﺍﻟﻤﺘﻭﺴﻁ ﺍﻟﺤﺴﺎﺒﻲ ﻟﻬﺫﺍ ﺍﻟﺒﻌﺩ )‪ (2.6‬ﻭﻫﻭ ﺒﻤﺴﺘﻭﻯ ﻤﺘﻭﺴﻁ‪،‬‬
‫ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻤﺤﺘﻭﻯ ﻫﺫﻩ ﺍﻟﻔﻘﺭﺓ‪ ،‬ﻭﻫﺫﺍ ﻴﺸﻴﺭ ﺇﻟﻰ ﺃﻥ‬ ‫ﻭﻜﺎﻥ ﺍﻟﺘﻘﺩﻴﺭ ﺩﺍل ﺇﺤﺼﺎﺌﻴﺎ ﺍﺴﺘﻨﺎﺩﺍ ﺇﻟﻰ ﻤﺴﺘﻭﻯ ﺍﻟﺩﻻﻟﺔ‬
‫ﻜﺜﻴﺭ ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻭﺇﻥ ﺘﻭﻓﺭ ﻓﻴﻬﺎ ﺨﺩﻤﺔ ﺍﻟﻭﺼﻭل ﻟﻼﻨﺘﺭﻨﺕ‬ ‫ﻻﺨﺘﺒﺎﺭ ﺍﻹﺸﺎﺭﺓ ﺤﻴﺙ ﺒﻠﻐﺕ )‪ (0.025‬ﻭﻫﻲ ﺃﻗل ﻤﻥ ﻤﺴﺘﻭﻯ‬
‫ﻟﻜﻥ ﻟﻴﺱ ﻟﻐﺎﻴﺎﺕ ﺨﺩﻤﺔ ﺃﻏﺭﺍﺽ ﺍﻟﻌﻤل ﻭﺇﻨﺠﺎﺯ ﺍﻟﻤﻬﺎﻡ‪.‬‬ ‫ﺍﻟﺩﻻﻟﺔ ﺍﻟﻤﻌﺘﻤﺩ )‪ ،(0.05‬ﻭﻜﺫﻟﻙ ﺃﺸﺎﺭﺕ ﺍﻟﻨﺘﺎﺌﺞ ﺇﻟﻰ ﺃﻥ‬
‫ﺍﺴﺘﻨﺎﺩﺍ ﺇﻟﻰ ﻤﺎ ﺴﺒﻕ‪ ،‬ﻴﻤﻜﻥ ﺍﻟﻘﻭل ﺃﻥ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻲ‬ ‫ﹰ‬ ‫ﹰ‬
‫ﺘﻭﻅﻴﻔﺎ‬ ‫ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﻤﺘﻌﻠﻘﺔ ﺒﺈﺩﺍﺭﺓ ﺍﻟﻤﻌﺭﻓﺔ ﻫﻲ ﺃﻗل ﺍﻟﺘﻘﻨﻴﺎﺕ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﺒﺸﻜل ﻤﺠﻤل‬ ‫ﺒﺩﻻﻟﺔ ﺍﻟﻭﺴﻁ ﺍﻟﺤﺴﺎﺒﻲ‪ ،‬ﻜﻤﺎ ﺃﻥ )‪ (%80‬ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻻ‬
‫ﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻟﻼﺘﺼﺎل ﻭﺘﺒﺎﺩل ﺍﻟﺒﻴﺎﻨﺎﺕ ﻭﺍﻟﻤﺸﺎﺭﻜﺔ‬ ‫ﺘﻭﻅﻑ ﺘﻘﻨﻴﺎﺕ ﺘﺴﺎﻋﺩ ﻋﻠﻰ ﺍﻜﺘﺸﺎﻑ ﺍﻟﻤﻌﺭﻓﺔ ﻤﻥ ﻗﻭﺍﻋﺩ‬
‫ﺒﺎﻟﻤﻠﻔﺎﺕ ﻀﻤﻥ ﺍﻟﻤﺴﺘﻭﻯ ﺍﻟﻤﺘﻭﺴﻁ ﻭﺃﻥ ﻓﻘﻁ )‪ (35%‬ﻤﻥ ﻫﺫﻩ‬ ‫ﺍﻟﺒﻴﺎﻨﺎﺕ ﻤﺜل ﺃﺩﻭﺍﺕ ﺍﻟﺘﻨﻘﻴﺏ ﻓﻲ ﺍﻟﺒﻴﺎﻨﺎﺕ ‪.‬‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺘﻭﻅﻑ ﻤﺜل ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ‪.‬‬ ‫ﻭﻤﻥ ﺠﺎﻨﺏ ﺁﺨﺭ ﺃﺸﺎﺭﺕ ﺍﻟﻨﺘﺎﺌﺞ ﺇﻟﻰ ﺃﻥ ﺃﻜﺜﺭ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺘﻲ‬
‫ﺍﻫﺘﻤﺕ ﺒﻬﺎ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻫﻲ ﺇﺘﺎﺤﺔ ﺍﻟﻭﺼﻭل ﻟﻼﻨﺘﺭﻨﺕ‬
‫ﺠﺩﻭل )‪(7‬‬
‫ﻨﺘﺎﺌﺞ ﺘﺤﻠﻴل ﺍﻟﺒﻌﺩ ﺍﻟﺜﺎﻨﻲ ﺘﺒﻨﻲ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬
‫ﻨﺴﺒﺔ ﻨﺴﺒﺔ ﻋﺩﻡ‬ ‫ﺍﻟﺩﻻﻟﺔ‬ ‫ﺍﻻﻨﺤﺭﺍﻑ‬ ‫ﺍﻟﻭﺴﻁ‬ ‫ﻓﻘﺭﺍﺕ ﺍﻟﺒﻌﺩ ﺍﻟﺜﺎﻨﻲ‬
‫ﺍﻟﻤﺴﺘﻭﻯ‬ ‫ﺍﻟﺘﺴﻠﺴل‬
‫ﺍﻟﻤﻭﺍﻓﻘﺔ ﺍﻟﻤﻭﺍﻓﻘﺔ‬ ‫ﺍﺨﺘﺒﺎﺭ‬ ‫ﺍﻟﺤﺴﺎﺒﻲ ﺍﻟﻤﻌﻴﺎﺭﻱ‬ ‫ﺘﺒﻨﻲ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬
‫‪1.29‬‬ ‫‪2.21‬‬ ‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻨﻅﺎﻡ ﺇﺩﺍﺭﺓ ﺴﻼﺴل‬ ‫‪1‬‬
‫ﺍﻟﺘﻭﺭﻴﺩ ‪ SCM‬ﻓﻌﺎل ﻴﻀﻤﻥ ﺴﻬﻭﻟﺔ ﺘﺩﻓﻕ‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.78‬‬ ‫‪.22‬‬ ‫‪.000a‬‬
‫ﺍﻟﻤﺴﺘﻠﺯﻤﺎﺕ ﺍﻟﻁﺒﻴﺔ ﻭﺍﻷﺩﻭﻴﺔ ﻭﺍﻟﻤﻌﻠﻭﻤﺎﺕ‬
‫ﺒﻴﻥ ﺃﻋﻀﺎﺀ ﺴﻠﺴﺔ ﺍﻟﺘﻭﺭﻴﺩ‬
‫‪1.52‬‬ ‫‪2.15‬‬ ‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻨﻅﺎﻡ ‪ SCM‬ﻓﻌﺎل‬ ‫‪2‬‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.77‬‬ ‫‪.23‬‬ ‫‪.000a‬‬
‫ﻴﻀﻤﻥ ﺨﻔﺽ ﺘﻜﺎﻟﻴﻑ ﺍﻟﺘﻭﺭﻴﺩ ﻭﺍﻟﺘﺨﺯﻴﻥ‬
‫‪1.52‬‬ ‫‪2.18‬‬ ‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻨﻅﺎﻡ ‪ SCM‬ﻓﻌﺎل ﻴﻀﻤﻥ‬ ‫‪3‬‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.77‬‬ ‫‪.23‬‬ ‫‪.000‬‬ ‫‪a‬‬
‫ﺍﻟﻤﺤﺎﻓﻅﺔ ﻋﻠﻰ ﺴﻼﻤﺔ ﺍﻟﻤﺴﺘﻠﺯﻤﺎﺕ ﺍﻟﻁﺒﻴﺔ‬
‫ﻭﺍﻷﺩﻭﻴﺔ ﻭﺤﻤﺎﻴﺘﻬﺎ ﻤﻥ ﻤﺨﺎﻁﺭ ﺍﻟﺘﺨﺯﻴﻥ‪.‬‬
‫‪1.21‬‬ ‫‪2.50‬‬ ‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻨﻅﺎﻡ ﺘﺨﻁﻴﻁ ﻤﻭﺍﺭﺩ‬ ‫‪4‬‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.78‬‬ ‫‪.22‬‬ ‫‪.000‬‬ ‫‪a‬‬
‫ﺍﻟﻤﻨﺸﺄﺓ ‪ ERP‬ﻓﻌﺎل ﻴﻭﻓﺭ ﺃﻓﻀل ﺍﻟﺤﻠﻭل‬
‫ﻹﺩﺍﺭﺓ ﺃﻋﻤﺎل ﺍﻟﻤﺴﺘﺸﻔﻰ‬
‫‪1.32‬‬ ‫‪2.49‬‬ ‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻨﻅﺎﻡ ‪ ERP‬ﻓﻌﺎل ﻴﺤﻘﻕ‬ ‫‪5‬‬
‫ﺍﻟﺘﻜﺎﻤل ﻭﺍﻟﺘﺭﺍﺒﻁ ﺒﻴﻥ ﺍﻷﻨﺸﻁﺔ ﺍﻹﺩﺍﺭﻴﺔ‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.74‬‬ ‫‪.26‬‬ ‫‪.000a‬‬
‫ﻭﺍﻟﻤﺎﻟﻴﺔ ﻭﺍﻹﻨﺘﺎﺠﻴﺔ ﻭﺃﻨﺸﻁﺔ ﺍﻟﻤﻭﺍﺭﺩ ﺍﻟﺒﺸﺭﻴﺔ‬
‫ﻓﻴﻬﺎ‬
‫ﻤﺘﻭﺴﻁ‬ ‫‪.71‬‬ ‫‪.29‬‬ ‫‪001‬‬ ‫‪a‬‬
‫‪1.35‬‬ ‫‪2.60‬‬ ‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻨﻅﺎﻡ ‪ ERP‬ﻓﻌﺎل ﻴﻤﻜﻥ‬ ‫‪6‬‬
‫‪-550-‬‬
‫ﺍﻟﻤﺠﻠﺩ ‪ ،10‬ﺍﻟﻌﺩﺩ ‪2014 ،4‬‬
‫ﹼ‬ ‫ا‪ ‬ا‪‬رد‪  ‬إدارة ا‪‬ل‪،‬‬
‫ﻨﺴﺒﺔ ﻨﺴﺒﺔ ﻋﺩﻡ‬ ‫ﺍﻟﺩﻻﻟﺔ‬ ‫ﺍﻻﻨﺤﺭﺍﻑ‬ ‫ﺍﻟﻭﺴﻁ‬ ‫ﻓﻘﺭﺍﺕ ﺍﻟﺒﻌﺩ ﺍﻟﺜﺎﻨﻲ‬
‫ﺍﻟﻤﺴﺘﻭﻯ‬ ‫ﺍﻟﺘﺴﻠﺴل‬
‫ﺍﻟﻤﻭﺍﻓﻘﺔ ﺍﻟﻤﻭﺍﻓﻘﺔ‬ ‫ﺍﺨﺘﺒﺎﺭ‬ ‫ﺍﻟﻤﻌﻴﺎﺭﻱ‬ ‫ﺍﻟﺤﺴﺎﺒﻲ‬ ‫ﺘﺒﻨﻲ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬
‫ﻤﻥ ﺍﻻﺴﺘﺜﻤﺎﺭ ﺍﻷﻤﺜل ﻟﻠﻤﻭﺍﺭﺩ‬
‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻨﻅﺎﻡ ﺇﺩﺍﺭﺓ ﺍﻟﻌﻼﻗﺔ ﻤﻊ‬ ‫‪7‬‬
‫ﺍﻟﻌﻤﻼﺀ ‪ CRM‬ﻓﻌﺎل ﻓﻲ ﺠﻤﻊ ﻤﻌﻠﻭﻤﺎﺕ‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.78‬‬ ‫‪.22‬‬ ‫‪000a‬‬ ‫‪1.36‬‬ ‫‪2.18‬‬ ‫ﺍﻟﻤﺭﻀﻰ ﻭﺇﺩﺍﺭﺘﻬﺎ ﺒﺸﻜل ﻴﻀﻤﻥ ﺍﻜﺘﺸﺎﻑ‬
‫ﺍﻟﻤﻌﺭﻓﺔ ﺍﻟﺘﻲ ﺘﺤﺩﺩ ﺍﺤﺘﻴﺎﺠﺎﺘﻬﻡ ﻤﻥ‬
‫ﺍﻟﺨﺩﻤﺎﺕ ﺍﻟﻁﺒﻴﺔ ﻭﻜﻴﻔﻴﺔ ﺘﻘﺩﻴﻤﻬﺎ‬
‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻨﻅﺎﻡ ‪ CRM‬ﻓﻌﺎل‬ ‫‪8‬‬
‫ﻴﺴﺎﻋﺩ ﻓﻲ ﺇﺩﺍﻤﺔ ﺍﻟﺘﻭﺍﺼل ﻤﻊ ﺍﻟﻤﺭﻀﻰ‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.75‬‬ ‫‪.25‬‬ ‫‪000a‬‬ ‫‪1.54‬‬ ‫‪2.21‬‬
‫ﻭﺇﻗﺎﻤﺔ ﻋﻼﻗﺔ ﻁﻴﺒﺔ ﻤﻌﻬﻡ ﻭﺘﺤﻘﻴﻕ ﺭﻀﺎﻫﻡ‬
‫ﻋﻥ ﺍﻟﺨﺩﻤﺎﺕ ﺍﻟﻤﻘﺩﻤﺔ‪.‬‬
‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻨﻅﺎﻡ ‪ CRM‬ﻓﻌﺎل ﻓﻲ‬ ‫‪9‬‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.74‬‬ ‫‪.26‬‬ ‫‪000‬‬ ‫‪a‬‬
‫‪1.53‬‬ ‫‪2.21‬‬ ‫ﺇﺩﺍﺭﺓ ﺍﻟﺘﻔﺎﻋل ﺍﻟﻤﺒﺎﺸﺭ ﺍﻟﻜﺘﺭﻭﻨﻴﺎﹰ ﻤﻊ ﺍﻟﻤﺭﻀﻰ‬
‫ﻭﺘﻠﻘﻲ ﺍﺴﺘﻔﺴﺎﺭﺍﺘﻬﻡ ﻭﺸﻜﻭﺍﻫﻡ ﻭﺍﻟﺭﺩ ﻋﻠﻴﻬﺎ‪.‬‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.66‬‬ ‫‪.34‬‬ ‫‪.013a‬‬ ‫‪1.28‬‬ ‫‪2.30‬‬ ‫ﺍﻟﺒﻌﺩ ﻜﻜل‬
‫ﺍﺴﺘﻨﺎﺩﺍﹰ ﺇﻟﻰ ﻗﻴﻤﺔ ‪ z‬ﺍﻟﺘﻘﺭﻴﺒﻴﺔ‬ ‫‪:a‬‬
‫ﺒﺩﻻﻟﺔ ﺍﻟﻭﺴﻁ ﺍﻟﺤﺴﺎﺒﻲ‪ ،‬ﻜﻤﺎ ﺃﻥ )‪ (%78‬ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻻ‬ ‫ﺍﻟﺒﻌﺩ ﺍﻟﺜﺎﻨﻲ‪ :‬ﺘﺒﻨﻲ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ‪:‬‬
‫ﺘﻭﻅﻑ ﻫﺫﻩ ﺍﻟﻨﻅﻡ ﺒﺸﻜل ﻓﻌﺎل‪.‬‬ ‫ﺍﺴﺘﺨﺩﻡ ﺍﻟﺒﺎﺤﺙ ﻫﺫﺍ ﺍﻟﺒﻌﺩ ﻟﻠﺤﻜﻡ ﻋﻠﻰ ﻤﺩﻯ ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬
‫ﻭﻤﻥ ﺠﺎﻨﺏ ﺁﺨﺭ ﺃﺸﺎﺭﺕ ﺍﻟﻨﺘﺎﺌﺞ ﺇﻟﻰ ﺃﻥ ﺃﻜﺜﺭ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺘﻲ‬ ‫ﺍﻟﻤﺒﺤﻭﺜﺔ ﻟﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺍﻟﺭﺌﻴﺴﺔ‪ ،‬ﻭﻟﺘﻭﻀﻴﺢ ﺫﻟﻙ ﺘﻡ‬
‫ﺍﻫﺘﻤﺕ ﺒﻬﺎ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻫﻲ ﻨﻅﻡ ﺘﺨﻁﻴﻁ ﻤﻭﺍﺭﺩ ﺍﻟﻤﻨﺸﺄﺓ‬ ‫ﺤﺴﺎﺏ ﺍﻟﻤﺘﻭﺴﻁﺎﺕ ﺍﻟﺤﺴﺎﺒﻴﺔ ﻭﺍﻻﻨﺤﺭﺍﻓﺎﺕ ﺍﻟﻤﻌﻴﺎﺭﻴﺔ‪ ،‬ﻭﺍﺨﺘﺒﺎﺭ‬
‫ﺤﻴﺙ ﺒﻠﻎ ﺍﻟﻤﺘﻭﺴﻁ ﺍﻟﺤﺴﺎﺒﻲ ﻹﺠﺎﺒﺎﺕ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﺤﻭل‬ ‫ﺍﻹﺸﺎﺭﺓ‪ ،‬ﻭﺍﻟﻨﺴﺒﺔ ﺍﻟﻤﺌﻭﻴﺔ ﻟﻠﻤﻭﺍﻓﻘﺔ ﻭﺍﻟﻨﺴﺒﺔ ﺍﻟﻤﺌﻭﻴﺔ ﻟﻌﺩﻡ ﺍﻟﻤﻭﺍﻓﻘﺔ‬
‫ﺍﻟﻔﻘﺭﺓ ﺍﻟﻤﺘﻌﻠﻘﺔ ﺒﺘﻭﻅﻴﻔﻬﺎ ﻟﻬﺫﻩ ﺍﻟﻨﻅﻡ ﺒﺸﻜل ﻓﻌﺎل ﻴﺤﻘﻕ ﺍﻻﺴﺘﺜﻤﺎﺭ‬ ‫ﻟﻜل ﻓﻘﺭﺓ ﻤﻥ ﻓﻘﺭﺍﺕ ﺍﻟﺒﻌﺩ ﻭﺍﻟﺒﻌﺩ ﻜﻜل‪ ،‬ﺤﻴﺙ ﺃﺸﺎﺭﺕ ﺍﻟﻨﺘﺎﺌﺞ‬
‫ﺍﻷﻤﺜل ﻟﻠﻤﻭﺍﺭﺩ )‪ ،(2.60‬ﻭﻤﻊ ﺫﻟﻙ ﻓﻘﺩ ﻋﺎﺭﺽ )‪ (%66‬ﻤﻥ‬ ‫ﺍﻟﻭﺍﺭﺩﺓ ﻓﻲ ﺍﻟﺠﺩﻭل ﺭﻗﻡ )‪ (7‬ﺇﻟﻰ ﺃﻥ ﻨﺴﺒﺔ )‪ (%66‬ﻤﻥ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻤﺤﺘﻭﻯ ﻫﺫﻩ ﺍﻟﻔﻘﺭﺓ‪ ،‬ﻭﻫﺫﺍ ﻴﺸﻴﺭ ﺇﻟﻰ ﺃﻥ ﻜﺜﻴﺭ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻻ ﺘﻭﺍﻓﻕ ﻋﻠﻰ ﻤﺤﺘﻭﻯ ﺍﻟﻔﻘﺭﺍﺕ ﺍﻟﻤﺘﻌﻠﻘﺔ‬
‫ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻻ ﺘﺘﻭﻓﺭ ﻓﻴﻬﺎ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺔ ﺃﺴﺎﺴﺎﹰ‪.‬‬ ‫ﺒﺘﻭﻅﻴﻑ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺍﻟﺭﺌﻴﺴﺔ ﻟﺩﻴﻬﺎ ﻓﻘﺩ ﺒﻠﻎ ﺍﻟﻤﺘﻭﺴﻁ‬
‫ﺍﺴﺘﻨﺎﺩﺍ ﺇﻟﻰ ﻤﺎ ﺴﺒﻕ‪ ،‬ﻴﻤﻜﻥ ﺍﻟﻘﻭل ﺃﻥ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻲ‬ ‫ﹰ‬ ‫ﺍﻟﺤﺴﺎﺒﻲ ﻟﻬﺫﺍ ﺍﻟﺒﻌﺩ )‪ (2.30‬ﻭﻫﻭ ﺒﻤﺴﺘﻭﻯ ﻤﻨﺨﻔﺽ‪ ،‬ﻭﻜﺎﻥ ﺍﻟﺘﻘﺩﻴﺭ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﺒﺸﻜل ﻤﺠﻤل‬ ‫ﺩﺍل ﺇﺤﺼﺎﺌﻴﺎ ﺍﺴﺘﻨﺎﺩﺍ ﺇﻟﻰ ﻤﺴﺘﻭﻯ ﺍﻟﺩﻻﻟﺔ ﻻﺨﺘﺒﺎﺭ ﺍﻹﺸﺎﺭﺓ ﺤﻴﺙ‬
‫ﻟﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻀﻤﻥ ﺍﻟﻤﺴﺘﻭﻯ ﺍﻟﻤﻨﺨﻔﺽ ﻭﺃﻥ ﻓﻘﻁ‬ ‫ﺒﻠﻐﺕ )‪ (0.013‬ﻭﻫﻲ ﺃﻗل ﻤﻥ ﻤﺴﺘﻭﻯ ﺍﻟﺩﻻﻟﺔ ﺍﻟﻤﻌﺘﻤﺩ )‪،(0.05‬‬
‫)‪ (34%‬ﻤﻥ ﻫﺫﻩ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺘﻭﻅﻑ ﻤﺜل ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ‪.‬‬ ‫ﻭﻜﺫﻟﻙ ﺃﺸﺎﺭﺕ ﺍﻟﻨﺘﺎﺌﺞ ﺇﻟﻰ ﺃﻥ ﻨﻅﻡ ﺇﺩﺍﺭﺓ ﺴﻼﺴل ﺍﻟﺘﻭﺭﻴﺩ ﻭﻨﻅﻡ‬
‫ﺇﺩﺍﺭﺓ ﺍﻟﻌﻼﻗﺔ ﻤﻊ ﺍﻟﻌﻤﻼﺀ ﻫﻲ ﺃﻗل ﺍﻟﺘﻘﻨﻴﺎﺕ ﻓﻲ ﻤﺴﺘﻭﻯ ﺍﻟﺘﺒﻨﻲ‬
‫‪-551-‬‬
‫ﺠﺩﻭل )‪(8‬‬
‫ﻨﺘﺎﺌﺞ ﺘﺤﻠﻴل ﺍﻟﺒﻌﺩ ﺍﻟﺜﺎﻟﺙ ﺘﺒﻨﻲ ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‬
‫ﻨﺴﺒﺔ‬
‫ﻨﺴﺒﺔ‬ ‫ﺍﻟﺩﻻﻟﺔ‬ ‫ﺍﻟﻭﺴﻁ ﺍﻻﻨﺤﺭﺍﻑ‬ ‫ﻓﻘﺭﺍﺕ ﺍﻟﺒﻌﺩ ﺍﻟﺜﺎﻟﺙ‬
‫ﺍﻟﻤﺴﺘﻭﻯ‬ ‫ﻋﺩﻡ‬ ‫ﺍﻟﺘﺴﻠﺴل‬
‫ﺍﻟﻤﻭﺍﻓﻘﺔ‬ ‫ﺍﺨﺘﺒﺎﺭ‬ ‫ﺍﻟﺤﺴﺎﺒﻲ ﺍﻟﻤﻌﻴﺎﺭﻱ‬ ‫ﺘﺒﻨﻲ ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‬
‫ﺍﻟﻤﻭﺍﻓﻘﺔ‬
‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻨﻅﻡ ﻤﻌﻠﻭﻤﺎﺕ ﻤﺘﻜﺎﻤﻠﺔ ﻹﺩﺍﺭﺓ‬ ‫‪1‬‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.69‬‬ ‫‪.31‬‬ ‫‪.003‬‬ ‫‪a‬‬
‫‪1.49‬‬ ‫ﻭﻤﺘﺎﺒﻌﺔ ﺍﻷﻨﺸﻁﺔ ﺍﻟﻁﺒﻴﺔ ﻤﺜل ﻨﻅﻡ )ﺍﻷﺸﻌﺔ‪2.52 ،‬‬
‫ﺍﻟﻤﺨﺘﺒﺭ‪ ،‬ﺍﻟﺴﺠﻼﺕ ﺍﻟﻁﺒﻴﺔ‪ ،‬ﺍﻟﺼﻴﺩﻟﻴﺔ(‬
‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‬ ‫‪2‬‬
‫‪ HIS‬ﺍﻟﺘﻲ ﺘﺘﻴﺢ ﻟﻸﻁﺒﺎﺀ ﺍﻟﻭﺼﻭل ﺍﻹﻟﻜﺘﺭﻭﻨﻲ‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.72‬‬ ‫‪.28‬‬ ‫‪.000a‬‬ ‫‪1.49‬‬ ‫‪2.30‬‬
‫ﺍﻟﻤﺒﺎﺸﺭ ﻟﻠﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﻁﺒﻴﺔ ﺍﻟﻤﺘﻌﻠﻘﺔ ﺒﺎﻟﻤﺭﻀﻰ‬
‫ﺃﺜﻨﺎﺀ ﻓﺘﺭﺓ ﻋﻼﺠﻬﻡ ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻰ‬
‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻨﻅﺎﻡ ﻓﻌﺎل ﻹﺩﺍﺭﺓ ﺍﻟﺴﺠﻼﺕ‬ ‫‪3‬‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.71‬‬ ‫‪.29‬‬ ‫‪001a‬‬ ‫‪1.07‬‬ ‫‪2.70‬‬
‫ﺍﻟﻁﺒﻴﺔ ﻴﺴﻬل ﻋﻤﻠﻴﺔ ﺍﻟﺘﻌﺎﻤل ﻤﻊ ﺒﻴﺎﻨﺎﺕ ﺍﻟﻤﺭﻀﻰ‬
‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻨﻅﺎﻡ ﻹﺩﺍﺭﺓ ﺍﻟﺴﺠﻼﺕ ﺍﻟﻁﺒﻴﺔ‬ ‫‪4‬‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.68‬‬ ‫‪.32‬‬ ‫‪.006‬‬ ‫‪a‬‬
‫‪1.41‬‬ ‫ﻴﺴﺎﻋﺩ ﻓﻲ ﺇﺘﻤﺎﻡ ﺍﻹﺠﺭﺍﺀﺍﺕ ﺍﻹﺩﺍﺭﻴﺔ ﻭﺍﻟﻤﺤﺎﺴﺒﻴﺔ ‪2.53‬‬
‫ﻟﻠﻤﺭﻴﺽ ﺒﺩﻗﺔ ﻭﻭﻗﺕ ﺃﻗل‬
‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻨﻅﺎﻡ ﻓﻌﺎل ﻹﺩﺍﺭﺓ ﺍﻷﺸﻌﺔ ﺍﻟﻜﺘﺭﻭﻨﻴﺎ‬ ‫‪5‬‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.82‬‬ ‫‪.18‬‬ ‫‪.000a‬‬ ‫‪1.13‬‬ ‫‪2.55‬‬
‫ﻴﻭﻓﺭ ﺍﻟﺩﻗﺔ ﻓﻲ ﺍﻟﺘﻌﺎﻤل ﻤﻊ ﺍﻟﺨﺩﻤﺎﺕ ﺍﻹﺸﻌﺎﻋﻴﺔ‬
‫ﻴﻌﻤل ﻨﻅﺎﻡ ﺍﻷﺸﻌﺔ ﻋﻠﻰ ﺘﻨﻔﻴﺫ ﺃﺭﺸﻔﺔ ﺍﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫‪6‬‬
‫ﻤﺘﻭﺴﻁ‬ ‫‪.75‬‬ ‫‪.25‬‬ ‫‪000a‬‬ ‫‪1.35‬‬ ‫‪2.36‬‬
‫ﺒﺎﻟﺘﻜﺎﻤل ﻤﻊ ﻨﻅﺎﻡ ﺍﻟﺴﺠﻼﺕ ﺍﻟﻁﺒﻴﺔ‪.‬‬
‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻨﻅﺎﻡ ﻓﻌﺎل ﻹﺩﺍﺭﺓ ﺍﻟﻤﺨﺘﺒﺭ ﻴﻭﻓﺭ‬ ‫‪7‬‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.69‬‬ ‫‪.31‬‬ ‫‪003‬‬ ‫‪a‬‬
‫‪1.58‬‬ ‫ﺍﻟﺩﻗﺔ ﻓﻲ ﺍﻟﺘﻌﺎﻤل ﻤﻊ ﺍﻟﺘﺤﺎﻟﻴل ﺍﻟﻁﺒﻴﺔ ﻭﻨﺘﺎﺌﺞ ‪2.46‬‬
‫ﺍﻟﻔﺤﻭﺼﺎﺕ ﺍﻟﻤﺨﺒﺭﻴﺔ ﻟﻠﻤﺭﻴﺽ‬
‫ﻴﻌﻤل ﻨﻅﺎﻡ ﺍﻟﻤﺨﺘﺒﺭ ﻋﻠﻰ ﺘﻨﻔﻴﺫ ﺃﺭﺸﻔﺔ ﺍﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫‪8‬‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.69‬‬ ‫‪.31‬‬ ‫‪003‬‬ ‫‪a‬‬
‫‪1.37‬‬ ‫ﻟﻨﺘﺎﺌﺞ ﺍﻟﻔﺤﻭﺼﺎﺕ ﺍﻟﻤﺨﺒﺭﻴﺔ ﻟﻠﻤﺭﻀﻰ ﻭﺒﻴﺎﻨﺎﺕ ‪2.29‬‬
‫ﺍﻟﻌﻴﻨﺎﺕ ﺍﻟﻁﺒﻴﺔ ﺒﺎﻟﺘﻜﺎﻤل ﻤﻊ ﻨﻅﺎﻡ ﺍﻟﺴﺠﻼﺕ ﺍﻟﻁﺒﻴﺔ‪.‬‬
‫ﺘﻭﻅﻑ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻨﻅﺎﻡ ﻓﻌﺎل ﻹﺩﺍﺭﺓ ﺍﻟﺼﻴﺩﻟﻴﺔ ﺒﻤﺎ‬ ‫‪9‬‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.65‬‬ ‫‪.35‬‬ ‫‪025a‬‬ ‫‪1.42‬‬ ‫‪2.43‬‬
‫ﻴﻭﻓﺭ ﺍﻟﺩﻗﺔ ﻓﻲ ﺼﺭﻑ ﺍﻟﻌﻼﺠﺎﺕ ﻭﺍﻟﻌﻘﺎﻗﻴﺭ ﺍﻟﻁﺒﻴﺔ‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.66‬‬ ‫‪.34‬‬ ‫‪.046a‬‬ ‫‪1.18‬‬ ‫‪2.46‬‬ ‫ﺍﻟﺒﻌﺩ ﻜﻜل‬
‫‪ :a‬ﺍﺴﺘﻨﺎﺩﺍﹰ ﺇﻟﻰ ﻗﻴﻤﺔ ‪ z‬ﺍﻟﺘﻘﺭﻴﺒﻴﺔ‬
‫‪-552-‬‬
‫ﺍﻟﻤﺠﻠﺩ ‪ ،10‬ﺍﻟﻌﺩﺩ ‪2014 ،4‬‬
‫ﹼ‬ ‫ا‪ ‬ا‪‬رد‪  ‬إدارة ا‪‬ل‪،‬‬
‫ﺍﻟﺘﻲ ﺍﻫﺘﻤﺕ ﺒﻬﺎ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻫﻲ ﻨﻅﻡ ﺇﺩﺍﺭﺓ‬ ‫ﺍﻟﺒﻌﺩ ﺍﻟﺜﺎﻟﺙ‪ :‬ﺘﺒﻨﻲ ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ ‪:‬‬
‫ﺍﻟﺴﺠﻼﺕ ﺍﻟﻁﺒﻴﺔ ﺤﻴﺙ ﺒﻠﻎ ﺍﻟﻤﺘﻭﺴﻁ ﺍﻟﺤﺴﺎﺒﻲ ﻹﺠﺎﺒﺎﺕ‬ ‫ﺍﺴﺘﺨﺩﻡ ﺍﻟﺒﺎﺤﺙ ﻫﺫﺍ ﺍﻟﺒﻌﺩ ﻟﻠﺤﻜﻡ ﻋﻠﻰ ﻤﺩﻯ ﺘﺒﻨﻲ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﺤﻭل ﺍﻟﻔﻘﺭﺓ ﺍﻟﻤﺘﻌﻠﻘﺔ ﺒﺘﻭﻅﻴﻔﻬﺎ ﻟﻬﺫﻩ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻟﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ ﺍﻟﺭﺌﻴﺴﺔ‪،‬‬
‫ﺍﻟﻨﻅﻡ ﺒﺸﻜل ﻓﻌﺎل ﻴﺴﻬل ﻋﻤﻠﻴﺔ ﺍﻟﺘﻌﺎﻤل ﻤﻊ ﺒﻴﺎﻨﺎﺕ ﺍﻟﻤﺭﻀﻰ‬ ‫ﻭﻟﺘﻭﻀﻴﺢ ﺫﻟﻙ ﺘﻡ ﺤﺴﺎﺏ ﺍﻟﻤﺘﻭﺴﻁﺎﺕ ﺍﻟﺤﺴﺎﺒﻴﺔ ﻭﺍﻻﻨﺤﺭﺍﻓﺎﺕ‬
‫)‪ ،(2.70‬ﻭﻤﻊ ﺫﻟﻙ ﻓﻘﺩ ﻋﺎﺭﺽ )‪ (%71‬ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍﻟﻤﻌﻴﺎﺭﻴﺔ‪ ،‬ﻭﺍﺨﺘﺒﺎﺭ ﺍﻹﺸﺎﺭﺓ‪ ،‬ﻭﺍﻟﻨﺴﺒﺔ ﺍﻟﻤﺌﻭﻴﺔ ﻟﻠﻤﻭﺍﻓﻘﺔ ﻭﺍﻟﻨﺴﺒﺔ‬
‫ﺍﻟﻤﺒﺤﻭﺜﺔ ﻤﺤﺘﻭﻯ ﻫﺫﻩ ﺍﻟﻔﻘﺭﺓ‪ ،‬ﻭﻫﺫﺍ ﻴﺸﻴﺭ ﺇﻟﻰ ﺃﻥ ﻜﺜﻴﺭ ﻤﻥ‬ ‫ﺍﻟﻤﺌﻭﻴﺔ ﻟﻌﺩﻡ ﺍﻟﻤﻭﺍﻓﻘﺔ ﻟﻜل ﻓﻘﺭﺓ ﻤﻥ ﻓﻘﺭﺍﺕ ﺍﻟﺒﻌﺩ ﻭﺍﻟﺒﻌﺩ ﻜﻜل‪،‬‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻻ ﺘﺘﻭﻓﺭ ﻓﻴﻬﺎ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺔ ﺃﺴﺎﺴﺎﹰ‪.‬‬ ‫ﺤﻴﺙ ﺃﺸﺎﺭﺕ ﺍﻟﻨﺘﺎﺌﺞ ﺍﻟﻭﺍﺭﺩﺓ ﻓﻲ ﺍﻟﺠﺩﻭل ﺭﻗﻡ )‪ (8‬ﺇﻟﻰ ﺃﻥ‬
‫ﺍﺴﺘﻨﺎﺩﺍ ﺇﻟﻰ ﻤﺎ ﺴﺒﻕ‪ ،‬ﻴﻤﻜﻥ ﺍﻟﻘﻭل ﺃﻥ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻲ‬ ‫ﹰ‬ ‫ﻨﺴﺒﺔ )‪ (%66‬ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻻ ﺘﻭﺍﻓﻕ ﻋﻠﻰ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﺒﺸﻜل ﻤﺠﻤل‬ ‫ﻤﺤﺘﻭﻯ ﺍﻟﻔﻘﺭﺍﺕ ﺍﻟﻤﺘﻌﻠﻘﺔ ﺒﺘﻭﻅﻴﻑ ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‬
‫ﻟﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ ﻀﻤﻥ ﺍﻟﻤﺴﺘﻭﻯ ﺍﻟﻤﻨﺨﻔﺽ ﻭﺃﻥ ﻓﻘﻁ‬ ‫ﺍﻟﺭﺌﻴﺴﺔ ﻟﺩﻴﻬﺎ ﻓﻘﺩ ﺒﻠﻎ ﺍﻟﻤﺘﻭﺴﻁ ﺍﻟﺤﺴﺎﺒﻲ ﻟﻬﺫﺍ ﺍﻟﺒﻌﺩ )‪(2.46‬‬
‫)‪ (34%‬ﻤﻥ ﻫﺫﻩ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺘﻭﻅﻑ ﻤﺜل ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ‪.‬‬ ‫ﻭﻫﻭ ﺒﻤﺴﺘﻭﻯ ﻤﻨﺨﻔﺽ‪ ،‬ﻭﻜﺎﻥ ﺍﻟﺘﻘﺩﻴﺭ ﺩﺍل ﺇﺤﺼﺎﺌﻴﺎ ﺍﺴﺘﻨﺎﺩﺍ‬
‫ﺍﻹﺠﺎﺒﺔ ﻋﻠﻰ ﺃﺴﺌﻠﺔ ﺍﻟﺩﺭﺍﺴﺔ‪:‬‬ ‫ﺇﻟﻰ ﻤﺴﺘﻭﻯ ﺍﻟﺩﻻﻟﺔ ﻻﺨﺘﺒﺎﺭ ﺍﻹﺸﺎﺭﺓ ﺤﻴﺙ ﺒﻠﻐﺕ )‪(0.046‬‬
‫ﺇﺠﺎﺒﺔ ﺍﻟﺴﺅﺍل ﺍﻷﻭل ‪ :‬ﻤﺎ ﻫﻭ ﻤﺴﺘﻭﻯ ﺘﺘﺒﻨﻰ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻭﻫﻲ ﺃﻗل ﻤﻥ ﻤﺴﺘﻭﻯ ﺍﻟﺩﻻﻟﺔ ﺍﻟﻤﻌﺘﻤﺩ )‪ ،(0.05‬ﻭﻜﺫﻟﻙ ﺃﺸﺎﺭﺕ‬
‫ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﺍﻟﻨﺘﺎﺌﺞ ﺇﻟﻰ ﺃﻥ ﻨﻅﺎﻡ ﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﻤﺨﺘﺒﺭ ﺍﻟﻤﺘﻜﺎﻤل ﻤﻊ ﻨﻅﺎﻡ‬
‫ﻤﻥ ﻭﺠﻬﺔ ﻨﻅﺭ ﺍﻟﻤﺩﺭﺍﺀ ﺍﻟﻤﻌﻨﻴﻴﻥ ﺒﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻴﻬﺎ ؟‬ ‫ﺍﻟﺴﺠﻼﺕ ﺍﻟﻁﺒﻲ ﻫﻲ ﺃﻗل ﺍﻟﺘﻘﻨﻴﺎﺕ ﻓﻲ ﻤﺴﺘﻭﻯ ﺍﻟﺘﺒﻨﻲ ﺒﺩﻻﻟﺔ‬
‫ﻟﻺﺠﺎﺒﺔ ﻋﻠﻰ ﻫﺫﺍ ﺍﻟﺴﺅﺍل ﺴﻭﻑ ﻨﺴﺘﺨﺩﻡ ﺍﺨﺘﺒﺎﺭ ﺍﻹﺸﺎﺭﺓ‬ ‫ﺍﻟﻭﺴﻁ ﺍﻟﺤﺴﺎﺒﻲ‪ ،‬ﻜﻤﺎ ﺃﻥ )‪ (%78‬ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻻ ﺘﻭﻅﻑ‬
‫ﻹﺠﺎﺒﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﻴﻥ ﺤﻭل ﺃﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪،‬‬ ‫ﻫﺫﻩ ﺍﻟﻨﻅﻡ ﺒﺸﻜل ﻓﺎﻋل‪.‬‬
‫ﻭﺍﻟﺠﺩﻭل ﺭﻗﻡ )‪ (9‬ﻴﻠﺨﺹ ﺍﻟﻨﺘﺎﺌﺞ‪.‬‬ ‫ﻭﻤﻥ ﺠﺎﻨﺏ ﺁﺨﺭ ﺃﺸﺎﺭﺕ ﺍﻟﻨﺘﺎﺌﺞ ﺇﻟﻰ ﺃﻥ ﺃﻜﺜﺭ ﺍﻟﺘﻘﻨﻴﺎﺕ‬
‫ﺠﺩﻭل )‪(9‬‬
‫ﻨﺘﺎﺌﺞ ﺍﺨﺘﺒﺎﺭ ﺍﻹﺸﺎﺭﺓ ﻷﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬
‫ﻨﺴﺒﺔ‬
‫ﻨﺴﺒﺔ‬ ‫ﺍﻟﺩﻻﻟﺔ‬ ‫ﺍﻟﻭﺴﻁ ﺍﻻﻨﺤﺭﺍﻑ‬
‫ﺍﻟﻤﺴﺘﻭﻯ‬ ‫ﻋﺩﻡ‬ ‫ﺃﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﺍﻟﺘﺴﻠﺴل‬
‫ﺍﻟﻤﻭﺍﻓﻘﺔ‬ ‫ﺍﺨﺘﺒﺎﺭ‬ ‫ﺍﻟﺤﺴﺎﺒﻲ ﺍﻟﻤﻌﻴﺎﺭﻱ‬
‫ﺍﻟﻤﻭﺍﻓﻘﺔ‬
‫ﺘﻭﻅﻴﻑ ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻟﻼﺘﺼﺎل ﻭﺘﺒﺎﺩل ﺍﻟﺒﻴﺎﻨﺎﺕ‬ ‫‪.1‬‬
‫ﻤﺘﻭﺴﻁ‬ ‫‪.65‬‬ ‫‪.35‬‬ ‫‪025a‬‬ ‫‪1.08‬‬ ‫‪2.60‬‬
‫ﻭﻤﺸﺎﺭﻜﺔ ﺍﻟﻤﻠﻔﺎﺕ‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.66‬‬ ‫‪.34‬‬ ‫‪.013a‬‬ ‫‪1.28‬‬ ‫‪2.30‬‬ ‫ﺘﺒﻨﻲ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫‪.2‬‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.66‬‬ ‫‪.34‬‬ ‫‪.046a‬‬ ‫‪1.18‬‬ ‫‪2.46‬‬ ‫ﺘﺒﻨﻲ ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‬ ‫‪.3‬‬
‫ﻤﻨﺨﻔﺽ‬ ‫‪.65‬‬ ‫‪.35‬‬ ‫‪.025a‬‬ ‫‪1.15‬‬ ‫‪2.45‬‬ ‫ﺘﺒﻨﻲ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻜﻜل‬
‫‪ :a‬ﺍﺴﺘﻨﺎﺩﺍﹰ ﺇﻟﻰ ﻗﻴﻤﺔ ‪ z‬ﺍﻟﺘﻘﺭﻴﺒﻴﺔ‬
‫ﻹﺠﺎﺒﺎﺕ ﺠﻤﻴﻊ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺤﻭل ﺠﻤﻴﻊ ﺍﻷﺒﻌﺎﺩ )‪ (2.45‬ﻭﻫﻭ‬ ‫ﺃﺸﺎﺭﺕ ﺍﻟﻨﺘﺎﺌﺞ ﺍﻟﻭﺍﺭﺩﺓ ﻓﻲ ﺍﻟﺠﺩﻭل ﺭﻗﻡ )‪ (9‬ﺇﻟﻰ ﺃﻥ ﻨﺴﺒﺔ‬
‫ﺒﻤﺴﺘﻭﻯ ﻤﻨﺨﻔﺽ‪ ،‬ﻭﻜﺎﻥ ﺍﻟﺘﻘﺩﻴﺭ ﺩﺍل ﺇﺤﺼﺎﺌﻴﺎ ﺍﺴﺘﻨﺎﺩﺍ ﺇﻟﻰ‬ ‫)‪ (%65‬ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻻ ﺘﺘﺒﻨﻰ ﺘﻭﻅﻴﻑ ﺘﻘﻨﻴﺎﺕ‬
‫ﻤﺴﺘﻭﻯ ﺍﻟﺩﻻﻟﺔ ﻻﺨﺘﺒﺎﺭ ﺍﻹﺸﺎﺭﺓ ﺤﻴﺙ ﺒﻠﻐﺕ )‪ (0.025‬ﻭﻫﻲ‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﻔﺎﻋﻠﻴﺔ‪ ،‬ﻓﻘﺩ ﺒﻠﻎ ﺍﻟﻤﺘﻭﺴﻁ ﺍﻟﺤﺴﺎﺒﻲ‬
‫‪-553-‬‬
‫ﻤﻥ ﻭﺠﻬﺔ ﻨﻅﺭ ﺍﻟﻤﺩﺭﺍﺀ ﺍﻟﻤﻌﻨﻴﻴﻥ ﺒﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻴﻬﺎ ؟‬ ‫ﺃﻗل ﻤﻥ ﻤﺴﺘﻭﻯ ﺍﻟﺩﻻﻟﺔ ﺍﻟﻤﻌﺘﻤﺩ )‪ ،(0.05‬ﻭﻜﺫﻟﻙ ﺃﺸﺎﺭﺕ‬
‫ﻤﻥ ﺃﺠل ﺘﺤﺩﻴﺩ ﺃﻜﺒﺭ ﻋﺩﺩ ﻤﻤﻜﻥ ﻤﻥ ﺍﻟﻤﻌﻴﻘﺎﺕ ﺍﻟﺘﻲ ﺘﺤﻭل‬ ‫ﺍﻟﻨﺘﺎﺌﺞ ﺇﻟﻰ ﺃﻥ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻫﻲ ﺃﻗل ﺍﻟﺘﻘﻨﻴﺎﺕ ﻓﻲ‬
‫ﺩﻭﻥ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﻔﻌﺎﻟﻴﺔ ﻟﺩﻯ‬ ‫ﺘﻭﻅﻴﻔﺎ ﺒﺩﻻﻟﺔ ﺍﻟﻭﺴﻁ ﺍﻟﺤﺴﺎﺒﻲ‪ ،‬ﻭﺃﻥ ﺃﻜﺜﺭ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺘﻲ ﺘﺒﻨﺘﻬﺎ‬
‫ﹰ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ‪ ،‬ﻓﻘﺩ ﺘﻡ ﺍﺴﺘﺨﺩﺍﻡ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻜﺎﻨﺕ ﺘﻭﻅﻴﻑ ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻟﻼﺘﺼﺎل‬
‫ﺃﺴﻠﻭﺏ ﺍﻷﺴﺌﻠﺔ ﺍﻟﻤﻔﺘﻭﺤﺔ ﻟﺘﺤﺩﻴﺩ ﻫﺫﻩ ﺍﻟﻤﻌﻴﻘﺎﺕ‪ ،‬ﺒﺤﻴﺙ ﺘﺅﺨﺫ‬ ‫ﻭﺘﺒﺎﺩل ﺍﻟﺒﻴﺎﻨﺎﺕ ‪.‬‬
‫ﺍﻟﺘﺤﺩﻴﺎﺕ ﺍﻟﺘﻲ ﻴﺠﺘﻤﻊ ﻋﻠﻴﻬﺎ ﺃﻜﺜﺭ ﻤﻥ ‪ %50‬ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍﺴﺘﻨﺎﺩﺍﹰ ﺇﻟﻰ ﻤﺎ ﺴﺒﻕ‪ ،‬ﻴﻤﻜﻥ ﺍﻟﻘﻭل ﺃﻥ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻲ‬
‫ﺍﻟﻤﺒﺤﻭﺜﺔ‪ ،‬ﻭﺒﻌﺩ ﺘﺤﻠﻴل ﺇﺠﺎﺒﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﻴﻥ ﺤﻭل ﻫﺫﻩ ﺍﻟﻤﺤﺩﺩﺍﺕ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﺒﺸﻜل ﻤﺠﻤل‬
‫ﻓﻘﺩ ﺘﻡ ﺘﺼﻨﻴﻔﻬﺎ ﺇﻟﻰ ﺨﻤﺴﺔ ﺃﺼﻨﺎﻑ ﻫﻲ‪ :‬ﻤﻌﻴﻘﺎﺕ ﻤﺎﻟﻴﺔ‪،‬‬ ‫ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻀﻤﻥ ﺍﻟﻤﺴﺘﻭﻯ ﺍﻟﻤﻨﺨﻔﺽ ﻭﺃﻥ‬
‫ﻤﻌﻴﻘﺎﺕ ﺇﺩﺍﺭﻴﺔ‪ ،‬ﻤﻌﻴﻘﺎﺕ ﺘﻘﻨﻴﺔ‪ ،‬ﻤﻌﻴﻘﺎﺕ ﺒﺸﺭﻴﺔ‪،‬ﻤﻌﻴﻘﺎﺕ‬ ‫ﻓﻘﻁ )‪ (35%‬ﻤﻥ ﻫﺫﻩ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺘﻭﻅﻑ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ‪.‬‬
‫ﺃﺨﺭﻯ‪ ،‬ﻭﺍﻟﺠﺩﻭل ﺭﻗﻡ )‪ (10‬ﻴﻠﺨﺹ ﺍﻟﻨﺘﺎﺌﺞ‪.‬‬ ‫ﺇﺠﺎﺒﺔ ﺍﻟﺴﺅﺍل ﺍﻟﺜﺎﻨﻲ ‪ :‬ﻤﺎ ﻫﻲ ﺍﻟﻤﺤﺩﺩﺍﺕ ﺍﻟﺘﻲ ﺘﻌﻴﻕ ﺘﺒﻨﻲ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬
‫ﺠﺩﻭل )‪(10‬‬
‫ﺍﻟﻨﺘﺎﺌﺞ ﺍﻟﻭﺼﻔﻴﺔ ﻟﻤﺤﺩﺩﺍﺕ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ‬
‫ﻨﺴﺒﺔ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬
‫ﺘﺼﻨﻴﻑ‬
‫ﺍﻟﺘﻲ ﺃﺸﺎﺭﺕ ﻟﻤﺜل ﻫﺫﻩ‬ ‫ﺘﻔﺼﻴل ﺍﻟﻤﻌﻴﻘﺎﺕ ﺤﺴﺏ ﻤﺎ ﻭﺭﺩ ﻓﻲ ﺇﺠﺎﺒﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﻴﻥ ﻤﺭﺘﺒﺔ ﺤﺴﺏ ﺃﻫﻤﻴﺘﻬﺎ‬ ‫ﺘﺴﻠﺴل‬
‫ﺍﻟﻤﻌﻴﻘﺎﺕ‬
‫‪ .1‬ﻋﺩﻡ ﺘﻭﻓﺭ ﻤﺨﺼﺼﺎﺕ ﻜﺎﻓﻴﺔ ﻓﻲ ﺍﻟﻤﻴﺯﺍﻨﻴﺔ‪.‬‬
‫‪%92‬‬ ‫‪ .2‬ﺍﺭﺘﻔﺎﻉ ﺘﻜﻠﻔﺔ ﺘﻭﻅﻴﻑ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪.‬‬ ‫‪1‬‬
‫ﺍﻟﻤﺎﻟﻴﺔ‬
‫‪ .3‬ﺍﻨﺨﻔﺎﺽ ﺍﻟﻌﺎﺌﺩ ﻤﻥ ﺘﺒﻨﻲ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪.‬‬
‫‪ .1‬ﻀﻌﻑ ﺩﻋﻡ ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ‬
‫‪%89‬‬ ‫‪ .2‬ﻋﺩﻡ ﻤﻼﺌﻤﺔ ﺍﻹﺠﺭﺍﺀﺍﺕ‪.‬‬ ‫‪2‬‬
‫ﺍﻹﺩﺍﺭﻴﺔ‬
‫‪ .3‬ﻏﻴﺎﺏ ﺍﻟﺘﺨﻁﻴﻁ ﺍﻻﺴﺘﺭﺍﺘﻴﺠﻲ ﻓﻲ ﻫﺫﺍ ﺍﻟﻤﺠﺎل‬
‫‪ .1‬ﻋﺩﻡ ﻤﻼﺌﻤﺔ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺠﺎﻫﺯﺓ ﻷﻏﺭﺍﺽ ﺍﻟﻤﺴﺘﺸﻔﻰ ﻭﺤﺠﻡ ﺍﻟﻌﻤل ﻓﻴﻪ‪.‬‬
‫‪%85‬‬ ‫‪ .2‬ﻀﻌﻑ ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﺍﻟﻤﺘﻭﻓﺭﺓ ﻭﻋﺩﻡ ﻤﻼﺌﻤﺘﻬﺎ ﻟﺘﻭﻅﻴﻑ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬ ‫‪3‬‬
‫ﺍﻟﺘﻘﻨﻴﺔ‬
‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬
‫‪ .1‬ﺍﻨﺨﻔﺎﺽ ﻜﻔﺎﺀﺓ ﺍﻟﻜﻭﺍﺩﺭ ﺍﻟﻤﺘﻭﻓﺭﺓ )ﺍﻟﻁﺒﻴﺔ ﻭﺍﻟﻔﻨﻴﺔ ﻭﺍﻹﺩﺍﺭﻴﺔ( ﻓﻲ ﺍﺴﺘﺨﺩﺍﻡ‬
‫‪%77‬‬ ‫ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪.‬‬ ‫‪4‬‬
‫ﺍﻟﺒﺸﺭﻴﺔ‬
‫‪ .2‬ﻋﺩﻡ ﺘﻭﻓﺭ ﻜﻭﺍﺩﺭ ﺘﻘﻨﻴﺔ ﻗﺎﺩﺭﺓ ﻋﻠﻰ ﺍﻟﺘﻁﻭﻴﺭ ﻭﺇﺤﻼل ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬
‫‪ .1‬ﻋﺩﻡ ﺭﻏﺒﺔ ﺍﻟﺠﻤﻬﻭﺭ ﻓﻲ ﺍﻻﺴﺘﻔﺎﺩﺓ ﻤﻥ ﺍﻟﺨﺩﻤﺎﺕ ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻭﺍﻷﻋﻤﺎل‬
‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪.‬‬
‫ﻤﻌﻴﻘﺎﺕ‬
‫‪%65‬‬ ‫‪ .2‬ﻋﺩﻡ ﺘﻭﻓﺭ ﻤﺅﺸﺭﺍﺕ ﻨﺠﺎﺡ ﻟﺘﻭﻅﻴﻑ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﻗﻁﺎﻉ‬ ‫‪5‬‬
‫ﺃﺨﺭﻯ‬
‫‪ .1‬ﺍﻻﻫﺘﻤﺎﻡ ﻓﻲ ﺘﻭﻓﻴﺭ ﺍﻷﺠﻬﺯﺓ ﺍﻟﻁﺒﻴﺔ ﺍﻟﺤﺩﻴﺜﺔ ﺩﻭﻥ ﺍﻻﻟﺘﻔﺎﺕ ﺇﻟﻰ ﺍﻟﺘﻘﻨﻴﺔ‬
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‫ﺍﻟﻤﺠﻠﺩ ‪ ،10‬ﺍﻟﻌﺩﺩ ‪2014 ،4‬‬
‫ﹼ‬ ‫ا‪ ‬ا‪‬رد‪  ‬إدارة ا‪‬ل‪،‬‬
‫ﻨﺴﺒﺔ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬
‫ﺘﺼﻨﻴﻑ‬
‫ﺍﻟﺘﻲ ﺃﺸﺎﺭﺕ ﻟﻤﺜل ﻫﺫﻩ‬ ‫ﺘﻔﺼﻴل ﺍﻟﻤﻌﻴﻘﺎﺕ ﺤﺴﺏ ﻤﺎ ﻭﺭﺩ ﻓﻲ ﺇﺠﺎﺒﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﻴﻥ ﻤﺭﺘﺒﺔ ﺤﺴﺏ ﺃﻫﻤﻴﺘﻬﺎ‬ ‫ﺘﺴﻠﺴل‬
‫‪ .2‬ﺍﻻﻫﺘﻤﺎﻡ ﺒﺘﻭﻓﻴﺭ ﺍﻟﻜﻭﺍﺩﺭ ﺍﻟﻁﺒﻴﺔ ﺍﻟﻤﻨﺎﺴﺒﺔ ﺩﻭﻥ ﺍﻻﻫﺘﻤﺎﻡ ﺒﺘﻭﻓﻴﺭ ﻜﻭﺍﺩﺭ ﻗﺎﺩﺭ‬
‫ﻋﻠﻰ ﺍﻟﺘﻌﺎﻤل ﻤﻊ ﺍﻟﺘﻘﻨﻴﺔ ﻭﺘﻭﻅﻴﻔﻬﺎ ﻭﺍﻻﺴﺘﻔﺎﺩﺓ ﻤﻨﻬﺎ‪.‬‬
‫‪ .3‬ﺘﺭﻜﺯ ﺍﻟﻤﻨﺎﻓﺴﺔ ﻟﺩﻯ ﺍﻟﻘﻁﺎﻉ ﻋﻠﻰ ﺍﻟﺨﺩﻤﺔ ﺍﻟﻁﺒﻴﺔ ﻭﺘﻭﻓﻴﺭ ﺍﻟﺘﺨﺼﺼﺎﺕ‬
‫ﺍﻟﻁﺒﻴﺔ ﻭﻀﻌﻑ ﺘﺄﺜﻴﺭ ﺍﻟﺘﻘﻨﻴﺔ ﻓﻲ ﺘﺤﻘﻴﻕ ﺍﻟﻤﻴﺯﺓ ﺍﻟﺘﻨﺎﻓﺴﻴﺔ ﻟﻠﻤﺴﺘﺸﻔﻴﺎﺕ‪.‬‬
‫ﺍﺴﺘﺨﺩﺍﻡ ﺍﻻﺨﺘﺒﺎﺭﺍﺕ ﺍﻟﻼﻤﻌﻠﻤﻴﺔ ﻻﺨﺘﺒﺎﺭ ﻫﺫﻩ ﺍﻟﻔﺭﻀﻴﺔ ﺒﻌﺩ‬ ‫ﺍﺨﺘﺒﺎﺭ ﻓﺭﻀﻴﺎﺕ ﺍﻟﺩﺭﺍﺴﺔ‪:‬‬
‫ﺘﻘﺴﻴﻤﻬﺎ ﻟﻔﺭﻀﻴﺎﺕ ﻓﺭﻋﻴﺔ ﻜﻤﺎ ﻴﻠﻲ ‪:‬‬ ‫ﻟﻤﺯﻴﺩ ﻤﻥ ﺍﻟﻭﻀﻭﺡ ﻭﺍﻟﺤﺼﻭل ﻋﻠﻰ ﻨﺘﺎﺌﺞ ﺃﻜﺜﺭ ﺩﻗﺔ ﻟﻠﺤﻜﻡ‬
‫‪ : H0-1‬ﻻ ﻴﻭﺠﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ ﺇﺤﺼﺎﺌﻴﺔ ﻋﻨﺩ ﻤﺴﺘﻭﻯ‬ ‫ﻋﻠﻰ ﻤﺩﻯ ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ‬
‫)‪ (α ≤0.05‬ﻓﻲ ﺍﻟﺘﺒﻨﻲ ﺍﻟﻔﻌﺎل ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪ ،‬ﻓﻼﺒﺩ ﻤﻥ ﺘﺤﺩﻴﺩ ﺍﻟﺨﺼﺎﺌﺹ‬
‫ﺒﺎﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﺘﻌﺯﻯ ﻟﻠﻤﺘﻐﻴﺭ‬ ‫ﺍﻟﻤﻤﻴﺯﺓ ﻟﻠﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺘﻲ ﺘﺒﻨﺕ ﺘﻠﻙ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺒﻔﻌﺎﻟﻴﺔ‪ ،‬ﻭﻟﺘﺤﻘﻴﻕ‬
‫)ﺍﻟﻘﻁﺎﻉ ﺍﻟﺫﻱ ﺘﻨﺘﻤﻲ ﺇﻟﻴﻪ ﺍﻟﻤﺴﺘﺸﻔﻰ( ﻤﻥ ﻭﺠﻬﺔ ﻨﻅﺭ ﺍﻟﻤﺩﻴﺭ‬ ‫ﺫﻟﻙ ﺴﻭﻑ ﺘﺨﺘﺒﺭ ﺍﻟﺩﺭﺍﺴﺔ ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﺭﺌﻴﺴﺔ ﺍﻵﺘﻴﺔ ‪:‬‬
‫ﺍﻟﻤﻌﻨﻲ ﺒﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻲ ﺘﻠﻙ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪.‬‬ ‫ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﺼﻔﺭﻴﺔ ‪ : H0 :‬ﻻ ﻴﻭﺠﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ‬
‫ﻻﺨﺘﺒﺎﺭ ﻫﺫﻩ ﺍﻟﻔﺭﻀﻴﺔ ﺴﻭﻑ ﻨﺴﺘﺨﺩﻡ ﺍﺨﺘﺒﺎﺭ ﻜﺭﻭﺴﻜﺎل‪-‬‬ ‫ﺇﺤﺼﺎﺌﻴﺔ ﻋﻨﺩ ﻤﺴﺘﻭﻯ )‪ (α ≤0.05‬ﻓﻲ ﺍﻟﺘﺒﻨﻲ ﺍﻟﻔﻌﺎل ﻟﺘﻘﻨﻴﺎﺕ‬
‫ﻭﺍﻻﺯ )‪ (Kruskal- Wallis Test‬ﻟﻤﻘﺎﺭﻨﺔ ﺘﻭﺯﻴﻊ ﻋﺩﺓ‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﺎﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ‬
‫ﻤﺠﻤﻭﻋﺎﺕ ﻤﺴﺘﻘﻠﺔ‪ ،‬ﺤﻴﺙ ﻴﻌﺩ ﻫﺫﺍ ﺍﻻﺨﺘﺒﺎﺭ ﺒﺩﻴﻼﹰ ﻋﻥ ﺍﺨﺘﺒﺎﺭ‬ ‫ﺍﻟﻤﻜﺭﻤﺔ ﺘﻌﺯﻯ ﻟﻠﻤﺘﻐﻴﺭﺍﺕ ﺍﻵﺘﻴﺔ )ﺍﻟﻘﻁﺎﻉ ﺍﻟﺫﻱ ﺘﻨﺘﻤﻲ ﺇﻟﻴﻪ‬
‫ﺘﺤﻠﻴل ﺍﻟﺘﺒﺎﻴﻥ ﺍﻷﺤﺎﺩﻱ ﻋﻨﺩﻤﺎ ﻻ ﺘﺘﻭﻓﺭ ﺸﺭﻭﻁﻪ‪ ،‬ﻭﻫﻭ ﻴﻌﻤل‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻰ‪ ،‬ﺍﻟﻤﺩﻴﻨﺔ ﺍﻟﺘﻲ ﺘﻘﻊ ﻓﻴﻬﺎ‪ ،‬ﻨﻭﻉ ﺍﻟﻤﺴﺘﺸﻔﻰ‪ ،‬ﺍﻟﻌﻤﺭ ﺍﻟﺯﻤﻨﻲ‬
‫ﻋﻠﻰ ﺍﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻭﻕ ﺒﻴﻥ ﻭﺴﻴﻁ ﺜﻼﺙ ﻋﻴﻨﺎﺕ ﻓﺄﻜﺜﺭ‪ ،‬ﻭﺍﻟﺠﺩﻭل‬ ‫ﻟﻠﻤﺴﺘﺸﻔﻰ‪ ،‬ﺍﻟﺤﺠﻡ‪ ،‬ﺍﻟﺤﺼﻭل ﻋﻠﻰ ﺍﻻﻋﺘﻤﺎﺩ( ﻤﻥ ﻭﺠﻬﺔ ﻨﻅﺭ‬
‫ﺭﻗﻡ )‪ (11‬ﻴﺒﻴﻥ ﺍﻟﻨﺘﺎﺌﺞ‪.‬‬ ‫ﺍﻟﻤﺩﻴﺭ ﺍﻟﻤﻌﻨﻲ ﺒﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻲ ﺘﻠﻙ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪.‬‬
‫ﻨﻅﺭﺍﹰ ﻟﻌﺩﻡ ﺘﻭﻓﺭ ﺸﺭﻭﻁ ﺍﻻﺨﺘﺒﺎﺭﺍﺕ ﺍﻟﻤﻌﻠﻤﻴﺔ ﺴﻭﻑ ﻴﺘﻡ‬
‫ﺠﺩﻭل )‪(11‬‬
‫ﻨﺘﺎﺌﺞ ﺍﺨﺘﺒﺎﺭ )‪ (Kruskal- Wallis‬ﻻﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﻔﺭﻋﻴﺔ ﺍﻷﻭﻟﻰ )ﺃﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﺠﺘﻤﻌﺔ(‬
‫ﻤﺴﺘﻭﻯ‬ ‫ﺩﺭﺠﺔ‬ ‫ﻗﻴﻤﺔ ﺍﻻﺨﺘﺒﺎﺭ‬
‫ﺩﻻﻟﺔ‬ ‫ﺤﺭﻴﺔ‬ ‫ﻜﺭﻭﺴﻜﺎل‬ ‫ﺍﻟﻤﺘﻭﺴﻁ ﺍﻻﻨﺤﺭﺍﻑ ﻤﺘﻭﺴﻁ ﺤﺠﻡ‬ ‫ﺍﻟﻤﺘﻐﻴﺭ‬
‫ﺍﻟﻔﺌﺎﺕ‬
‫ﺍﻻﺨﺘﺒﺎﺭ‬ ‫ﺍﻻﺨﺘﺒﺎﺭ‬ ‫)‪Chi-‬‬ ‫ﺍﻟﺤﺴﺎﺒﻲ ﺍﻟﻤﻌﻴﺎﺭﻱ ﺍﻟﺭﺘﺏ ﺍﻟﻌﻴﻨﺎﺕ‬ ‫ﺍﻟﻤﺴﺘﻘل‬
‫)‪(sig‬‬ ‫)‪(df‬‬ ‫‪(square‬‬
‫ﺤﻜﻭﻤﻲ ﻭﺯﺍﺭﺓ‬ ‫ﺍﻟﻘﻁﺎﻉ‬
‫‪24‬‬ ‫‪31.56 1.21344 2.5278‬‬
‫ﺍﻟﺼﺤﺔ‬ ‫ﺍﻟﺫﻱ‬
‫‪.004‬‬ ‫‪2‬‬ ‫‪11.012‬‬ ‫ﺘﻨﺘﻤﻲ ﺇﻟﻴﻪ ﺤﻜﻭﻤﻲ ﻤﻨﻅﻤﺎﺕ‬
‫‪6‬‬ ‫‪57.25 .12705 4.0802‬‬
‫ﺍﻟﻤﺴﺘﺸﻔﻰ ﺃﺨﺭﻯ‬
‫‪35‬‬ ‫‪29.83 .95629 2.1312‬‬ ‫ﻗﻁﺎﻉ ﺃﻫﻠﻲ‬
‫‪-555-‬‬
‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﻘﺎﺭﻨﺔ ﺒﺎﻟﻘﻁﺎﻋﻴﻥ ﺍﻵﺨﺭﻴﻥ ﻓﻘﺩ ﺒﻠﻎ ﺍﻟﻤﺘﻭﺴﻁ‬ ‫ﺃﺸﺎﺭﺕ ﺍﻟﻨﺘﺎﺌﺞ ﺍﻟﻭﺍﺭﺩﺓ ﻓﻲ ﺍﻟﺠﺩﻭل ﺭﻗﻡ )‪ (11‬ﺇﻟﻰ ﻭﺠﻭﺩ ﻓﺭﻕ‬
‫ﺍﻟﺤﺴﺎﺒﻲ ﻟﻬﺫﻩ ﺍﻟﻔﺌﺔ )‪ (4.08‬ﻭﺍﻨﺤﺭﺍﻑ ﻤﻌﻴﺎﺭﻱ )‪ (0.127‬ﻭﻗﺩ‬ ‫ﺒﻴﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻓﻲ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬
‫ﺤﺼﻠﺕ ﻋﻠﻰ ﺃﻋﻠﻰ ﺍﻟﺭﺘﺏ ﻤﻥ ﺒﻴﻥ ﺍﻟﻔﺌﺎﺕ ﺍﻷﺨﺭﻯ‪ ،‬ﻭﻫﺫﺍ ﻴﺸﻴﺭ‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﺠﺘﻤﻌﺔ ﻭﺫﻟﻙ ﺘﺒﻌﺎﹰ ﻟﻤﺘﻐﻴﺭ ﺍﻟﻘﻁﺎﻉ ﺍﻟﺫﻱ ﺘﻨﺘﻤﻲ ﺇﻟﻴﻪ‪،‬‬
‫ﺇﻟﻰ ﺍﺭﺘﻔﺎﻉ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻲ ﻫﺫﻩ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬ ‫ﺤﻴﺙ ﻜﺎﻨﺕ ﻗﻴﻤﺔ ﺍﻻﺨﺘﺒﺎﺭ ﻜﺭﻭﺴﻜﺎل )‪ (11.012‬ﻭﻫﻲ ﺩﺍﻟﺔ‬
‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪ ،‬ﺃﻤﺎ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺤﻜﻭﻤﻴﺔ ﺍﻟﺘﻲ ﺘﺘﺒﻊ ﻭﺯﺍﺭﺓ ﺍﻟﺼﺤﺔ‬ ‫ﺇﺤﺼﺎﺌﻴﺎﹰ ﻨﻅﺭﺍﹰ ﻻﻨﺨﻔﺎﺽ ﻗﻴﻤﺔ ﻤﺴﺘﻭﻯ ﺍﻟﺩﻻﻟﺔ ﻋﻥ ﺍﻟﻤﺴﺘﻭﻯ ﺍﻟﻤﻌﺘﻤﺩ‬
‫ﻭﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻘﻁﺎﻉ ﺍﻷﻫﻠﻲ ﻓﺈﻥ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻴﻬﺎ ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬ ‫)‪ ،(0.05‬ﻭﺒﻨﺎﺀ ﻋﻠﻴﻪ ﻴﺘﻡ ﺭﻓﺽ ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﺼﻔﺭﻴﺔ ﻭﻗﺒﻭل ﺍﻟﻔﺭﻀﻴﺔ‬
‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻜﺎﻥ ﻤﻨﺨﻔﻀﺎﹰ‪.‬‬ ‫ﺍﻟﺒﺩﻴﻠﺔ ﺍﻟﺘﻲ ﺘﻔﺘﺭﺽ ﻭﺠﻭﺩ ﻓﺭﻕ ﺒﻴﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻓﻲ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ‬
‫ﻭﻤﻥ ﺃﺠل ﺍﻟﺤﺼﻭل ﻋﻠﻰ ﻨﺘﺎﺌﺞ ﺃﻜﺜﺭ ﻭﻀﻭﺤﺎ ﺴﻴﺘﻡ ﺘﻨﻔﻴﺫ‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺘﺒﻌﺎ ﻟﻠﻘﻁﺎﻉ ﺍﻟﺫﻱ ﺘﻨﺘﻤﻲ ﺇﻟﻴﻪ ﺍﻟﻤﺴﺘﺸﻔﻰ‪.‬‬
‫ﺍﻻﺨﺘﺒﺎﺭ ﻋﻠﻰ ﻜل ﺒﻌﺩ ﻤﻥ ﺃﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﻭﺒﻔﺤﺹ ﺭﺘﺏ ﺍﻟﻭﺴﻁ ﺍﻟﺤﺴﺎﺒﻲ ﻟﻜل ﻓﺌﺔ ﻤﻥ ﻓﺌﺎﺕ ﺍﻟﻤﺘﻐﻴﺭ‬
‫ﻟﻠﺘﻌﺭﻑ ﺍﻟﻰ ﺃﻜﺜﺭ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺘﻲ ﺘﺒﻨﺘﻬﺎ ﻫﺫﻩ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪ ،‬ﻭﺍﻟﻨﺘﺎﺌﺞ‬ ‫ﺍﻟﻤﺴﺘﻘل )ﺍﻟﻘﻁﺎﻉ ﺍﻟﺫﻱ ﺘﻨﺘﻤﻲ ﺇﻟﻴﻪ ﺍﻟﻤﺴﺘﺸﻔﻰ( ﻟﻠﺘﻌﺭﻑ ﻋﻠﻰ ﻤﺼﺩﺭ‬
‫ﻤﻭﻀﺤﺔ ﻓﻲ ﺍﻟﺠﺩﻭل ﺭﻗﻡ )‪(12‬‬ ‫ﺍﻟﻔﺭﻕ‪ ،‬ﻓﻘﺩ ﺘﺒﻴﻥ ﺃﻥ ﺍﻟﻤﻨﻅﻤﺎﺕ ﺍﻟﺤﻜﻭﻤﻴﺔ ﺍﻷﺨﺭﻯ )ﺍﻟﺘﻲ ﻻ ﺘﻨﺘﻤﻲ‬
‫ﺇﻟﻰ ﻭﺯﺍﺭﺓ ﺍﻟﺼﺤﺔ( ﺘﺨﺘﻠﻑ ﺒﺸﻜل ﻭﺍﻀﺢ ﻓﻲ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ‬
‫ﺠﺩﻭل )‪(12‬‬
‫ﻨﺘﺎﺌﺞ ﺍﺨﺘﺒﺎﺭ )‪ (Kruskal- Wallis‬ﻻﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻭﻕ ﺒﻴﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻓﻲ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺘﺒﻌﺎ ﻟﻤﺘﻐﻴﺭ‬
‫ﺍﻟﻘﻁﺎﻉ ﺍﻟﺫﻱ ﺘﻨﺘﻤﻲ ﺇﻟﻴﻪ ﺍﻟﻤﺴﺘﺸﻔﻰ‬
‫ﺩﻻﻟﺔ‬ ‫ﺤﺭﻴﺔ‬ ‫ﻜﺭﻭﺴﻜﺎل‬ ‫ﺤﺠﻡ‬ ‫ﻤﺘﻭﺴﻁ‬ ‫ﺍﻻﻨﺤﺭﺍﻑ‬ ‫ﺍﻟﻤﺘﻭﺴﻁ‬ ‫ﺍﻟﻔﺌﺎﺕ ﺍﻟﻤﺘﻐﻴﺭ‬
‫ﺍﻟﻤﺘﻐﻴﺭ ﺍﻟﺘﺎﺒﻊ‬
‫ﺍﻻﺨﺘﺒﺎﺭ‬ ‫ﺍﻻﺨﺘﺒﺎﺭ‬ ‫)‪Chi-‬‬ ‫ﺍﻟﻌﻴﻨﺎﺕ‬ ‫ﺍﻟﺭﺘﺏ‬ ‫ﺍﻟﻤﻌﻴﺎﺭﻱ‬ ‫ﺍﻟﺤﺴﺎﺒﻲ‬ ‫ﺍﻟﻤﺴﺘﻘل‬
‫)‪(sig‬‬ ‫)‪(df‬‬ ‫‪(square‬‬
‫ﺤﻜﻭﻤﻲ ﻭﺯﺍﺭﺓ‬ ‫ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ‬
‫‪24‬‬ ‫‪33.60‬‬ ‫‪1.11‬‬ ‫‪2.67‬‬
‫ﺍﻟﺼﺤﺔ‬ ‫ﻟﻼﺘﺼﺎل‬
‫‪.004‬‬ ‫‪2‬‬ ‫‪11.295‬‬ ‫ﺤﻜﻭﻤﻲ ﻤﻨﻅﻤﺎﺕ‬ ‫ﻭﺘﺒﺎﺩل ﺍﻟﺒﻴﺎﻨﺎﺕ‬
‫‪6‬‬ ‫‪56.50‬‬ ‫‪.24‬‬ ‫‪4.20‬‬
‫ﺃﺨﺭﻯ‬
‫‪35‬‬ ‫‪28.56‬‬ ‫‪.88‬‬ ‫‪2.27‬‬ ‫ﻗﻁﺎﻉ ﺃﻫﻠﻲ‬
‫ﺤﻜﻭﻤﻲ ﻭﺯﺍﺭﺓ‬ ‫ﺘﺒﻨﻲ ﻨﻅﻡ‬
‫‪24‬‬ ‫‪32.73‬‬ ‫‪1.29‬‬ ‫‪2.35‬‬
‫ﺍﻟﺼﺤﺔ‬ ‫ﺍﻷﻋﻤﺎل‬
‫‪.001‬‬ ‫‪2‬‬ ‫‪14.026‬‬ ‫ﺤﻜﻭﻤﻲ ﻤﻨﻅﻤﺎﺕ‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬
‫‪6‬‬ ‫‪59.75‬‬ ‫‪.26‬‬ ‫‪4.29‬‬
‫ﺃﺨﺭﻯ‬
‫‪35‬‬ ‫‪28.60‬‬ ‫‪1.06‬‬ ‫‪1.93‬‬ ‫ﻗﻁﺎﻉ ﺃﻫﻠﻲ‬
‫ﺤﻜﻭﻤﻲ ﻭﺯﺍﺭﺓ‬ ‫ﺘﺒﻨﻲ ﻨﻅﻡ‬
‫‪24‬‬ ‫‪30.13‬‬ ‫‪1.36‬‬ ‫‪2.55‬‬
‫ﺍﻟﺼﺤﺔ‬ ‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ‬
‫‪.058‬‬ ‫‪2‬‬ ‫‪5.686‬‬ ‫ﺤﻜﻭﻤﻲ ﻤﻨﻅﻤﺎﺕ‬ ‫ﺍﻟﺼﺤﻴﺔ‬
‫‪6‬‬ ‫‪50.25‬‬ ‫‪.43‬‬ ‫‪3.74‬‬
‫ﺃﺨﺭﻯ‬
‫‪35‬‬ ‫‪32.01‬‬ ‫‪.99‬‬ ‫‪2.18‬‬ ‫ﻗﻁﺎﻉ ﺃﻫﻠﻲ‬
‫‪-556-‬‬
‫ﺍﻟﻤﺠﻠﺩ ‪ ،10‬ﺍﻟﻌﺩﺩ ‪2014 ،4‬‬
‫ﹼ‬ ‫ا‪ ‬ا‪‬رد‪  ‬إدارة ا‪‬ل‪،‬‬
‫‪ square‬ﺃﻜﺒﺭ ﻤﻥ‪ ،.05‬ﻭﺒﺎﻟﻨﻅﺭ ﺇﻟﻰ ﺭﺘﺒﺔ ﻤﺘﻭﺴﻁ ﻜل ﻓﺌﺔ‬ ‫ﺒﻤﺭﺍﺠﻌﺔ ﻤﺴﺘﻭﻴﺎﺕ ﺍﻟﺩﻻﻟﺔ ﻟﻘﻴﻤﺔ ﺍﻻﺨﺘﺒﺎﺭ ‪Chi-square‬‬
‫ﻤﻥ ﺍﻟﻔﺌﺎﺕ ﻴﺘﻀﺢ ﺃﻥ ﻟﻠﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺤﻜﻭﻤﻴﺔ ﺍﻟﺘﻲ ﻻ ﺘﺘﺒﻊ‬ ‫ﻨﺠﺩ ﺃﻨﻬﺎ ﺃﻗل ﻤﻥ‪ .05‬ﻟﺠﻤﻴﻊ ﺍﻷﺒﻌﺎﺩ ﺒﺎﺴﺘﺜﻨﺎﺀ ﺒﻌﺩ )ﺘﺒﻨﻲ ﻨﻅﻡ‬
‫ﻟﻭﺯﺍﺭﺓ ﺍﻟﺼﺤﺔ ﺩﺭﺠﺎﺕ ﺃﻋﻠﻰ ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺤﻜﻭﻤﻴﺔ ﺍﻟﺘﻲ‬ ‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ( ﻭﻋﻠﻴﺔ ﻓﺈﻨﻨﺎ ﻨﺭﻓﺽ ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﺼﻔﺭﻴﺔ‬
‫ﺘﺘﺒﻊ ﻟﻭﺯﺍﺭﺓ ﺍﻟﺼﺤﺔ ﻭﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻷﻫﻠﻴﺔ ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺘﺒﻨﻲ‬ ‫ﺒﺸﻜل ﺠﺯﺌﻲ ﻭﻨﻘﺒل ﺒﺎﻟﻔﺭﻀﻴﺔ ﺍﻟﺒﺩﻴﻠﺔ ﺍﻟﺘﻲ ﺘﻔﺘﺭﺽ ﻭﺠﻭﺩ‬
‫ﻜل ﺘﻘﻨﻴﺔ ﻤﻥ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ‪.‬‬ ‫ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ ﺇﺤﺼﺎﺌﻴﺔ ﻓﻲ ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ‬
‫‪ : H0-2‬ﻻ ﻴﻭﺠﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ ﺇﺤﺼﺎﺌﻴﺔ ﻋﻨﺩ ﻤﺴﺘﻭﻯ‬ ‫ﻟﺘﻘﻨﻴﺎﺕ )ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻟﻼﺘﺼﺎل ﻭﺘﺒﺎﺩل ﺍﻟﺒﻴﺎﻨﺎﺕ‪ ،‬ﻨﻅﻡ‬
‫)‪ (α ≤0.05‬ﻓﻲ ﺍﻟﺘﺒﻨﻲ ﺍﻟﻔﻌﺎل ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ( ﺘﻌﺯﻯ ﻟﻤﺘﻐﻴﺭ ﺍﻟﻘﻁﺎﻉ ﺍﻟﺫﻱ ﺘﻨﻤﻲ ﺇﻟﻴﻪ‬
‫ﺒﺎﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﺘﻌﺯﻯ ﻟﻠﻤﺘﻐﻴﺭ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻰ‪ ،‬ﻭﻜﺫﻟﻙ ﻨﻘﺒل ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﺼﻔﺭﻴﺔ ﺍﻟﺘﻲ ﺘﻨﺹ ﻋﻠﻰ‬
‫)ﺍﻟﻤﺩﻴﻨﺔ ﺍﻟﺘﻲ ﺘﻘﻊ ﻓﻴﻬﺎ( ﻤﻥ ﻭﺠﻬﺔ ﻨﻅﺭ ﺍﻟﻤﺩﻴﺭ ﺍﻟﻤﻌﻨﻲ ﺒﺘﻘﻨﻴﺔ‬ ‫ﻋﺩﻡ ﻭﺠﻭﺩ ﻓﺭﻭﻕ ﺒﻴﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻓﻲ ﺘﺒﻨﻲ ﻨﻅﻡ‬
‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻲ ﺘﻠﻙ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪.‬‬ ‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ ﺘﻌﺯﻯ ﻟﻤﺘﻐﻴﺭ ﺍﻟﻘﻁﺎﻉ ﺍﻟﺫﻱ ﺘﻨﻤﻲ ﺇﻟﻴﻪ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻰ‪ ،‬ﺤﻴﺙ ﻜﺎﻨﺕ ﻗﻴﻤﺔ ﻤﺴﺘﻭﻯ ﺍﻟﺩﻻﻟﺔ ﻟﻼﺨﺘﺒﺎﺭ ‪Chi-‬‬
‫ﺠﺩﻭل )‪(13‬‬
‫ﻨﺘﺎﺌﺞ ﺍﺨﺘﺒﺎﺭ )‪ (Kruskal- Wallis‬ﻻﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﻔﺭﻋﻴﺔ ﺍﻟﺜﺎﻨﻴﺔ )ﺃﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﺠﺘﻤﻌﺔ(‬
‫ﻗﻴﻤﺔ ﺍﻻﺨﺘﺒﺎﺭ‬
‫ﺩﺭﺠﺔ ﺤﺭﻴﺔ‬
‫ﻤﺴﺘﻭﻯ ﺩﻻﻟﺔ‬ ‫ﻜﺭﻭﺴﻜﺎل‬ ‫ﺤﺠﻡ‬ ‫ﻤﺘﻭﺴﻁ‬ ‫ﺍﻻﻨﺤﺭﺍﻑ‬ ‫ﺍﻟﻤﺘﻭﺴﻁ‬
‫ﺍﻻﺨﺘﺒﺎﺭ‬ ‫ﺍﻟﻤﺘﻐﻴﺭ ﺍﻟﻤﺴﺘﻘل ﺍﻟﻔﺌﺎﺕ‬
‫ﺍﻻﺨﺘﺒﺎﺭ )‪(sig‬‬ ‫)‪Chi-‬‬ ‫ﺍﻟﻌﻴﻨﺎﺕ‬ ‫ﺍﻟﺭﺘﺏ‬ ‫ﺍﻟﻤﻌﻴﺎﺭﻱ‬ ‫ﺍﻟﺤﺴﺎﺒﻲ‬
‫)‪(df‬‬
‫‪(square‬‬
‫‪16‬‬ ‫‪35.78‬‬ ‫‪1.30‬‬ ‫‪2.67‬‬ ‫ﻤﻜﺔ‬ ‫ﺍﻟﻤﺩﻴﻨﺔ ﺍﻟﺘﻲ‬
‫‪.766‬‬ ‫‪2‬‬ ‫‪.533‬‬ ‫‪32‬‬ ‫‪32.63‬‬ ‫‪1.15‬‬ ‫‪2.43‬‬ ‫ﺠﺩﺓ‬ ‫ﺘﻌﻤل ﺒﻬﺎ‬
‫‪17‬‬ ‫‪31.09‬‬ ‫‪1.00‬‬ ‫‪2.28‬‬ ‫ﺍﻟﻁﺎﺌﻑ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻰ‬
‫)‪ (α ≤0.05‬ﻓﻲ ﺍﻟﺘﺒﻨﻲ ﺍﻟﻔﻌﺎل ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﺃﺸﺎﺭﺕ ﺍﻟﻨﺘﺎﺌﺞ ﺍﻟﻭﺍﺭﺩﺓ ﻓﻲ ﺍﻟﺠﺩﻭل ﺭﻗﻡ )‪ (13‬ﺇﻟﻰ ﻋﺩﻡ‬
‫ﺒﺎﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﺘﻌﺯﻯ ﻟﻠﻤﺘﻐﻴﺭ‬ ‫ﻭﺠﻭﺩ ﻓﺭﻕ ﺒﻴﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻓﻲ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻲ‬
‫)ﻨﻭﻉ ﺍﻟﻤﺴﺘﺸﻔﻰ( ﻤﻥ ﻭﺠﻬﺔ ﻨﻅﺭ ﺍﻟﻤﺩﻴﺭ ﺍﻟﻤﻌﻨﻲ ﺒﺘﻘﻨﻴﺔ‬ ‫ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﺠﺘﻤﻌﺔ ﻭﺫﻟﻙ ﺘﺒﻌﺎﹰ ﻟﻤﺘﻐﻴﺭ ﺍﻟﻤﺩﻴﻨﺔ‬
‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻲ ﺘﻠﻙ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪.‬‬ ‫ﺍﻟﺘﻲ ﺘﻌﻤل ﺒﻬﺎ‪ ،‬ﺤﻴﺙ ﻜﺎﻨﺕ ﻗﻴﻤﺔ ﺍﻻﺨﺘﺒﺎﺭ ﻜﺭﻭﺴﻜﺎل‬
‫ﻻﺨﺘﺒﺎﺭ ﻫﺫﻩ ﺍﻟﻔﺭﻀﻴﺔ ﺴﻭﻑ ﻨﺴﺘﺨﺩﻡ ﺍﺨﺘﺒﺎﺭ ﻤﺎﻥ‪ -‬ﻭﻴﺘﻨﻲ‬ ‫)‪ (0.533‬ﻭﻫﻲ ﻏﻴﺭ ﺩﺍﻟﺔ ﺇﺤﺼﺎﺌﻴﺎﹰ ﻨﻅﺭﺍﹰ ﻻﺭﺘﻔﺎﻉ ﻗﻴﻤﺔ‬
‫)‪ (Mann-Whitney Test‬ﻟﻠﻤﻘﺎﺭﻨﺔ ﺒﻴﻥ ﻭﺴﻴﻁ ﻤﺠﺘﻤﻌﻴﻥ‬ ‫ﻤﺴﺘﻭﻯ ﺍﻟﺩﻻﻟﺔ ﻋﻥ ﺍﻟﻤﺴﺘﻭﻯ ﺍﻟﻤﻌﺘﻤﺩ )‪ ،(0.05‬ﻭﺒﻨﺎﺀ ﻋﻠﻴﻪ‬
‫ﻤﺴﺘﻘﻠﻴﻥ‪ ،‬ﺤﻴﺙ ﻴﻌﺩ ﻫﺫﺍ ﺍﻻﺨﺘﺒﺎﺭ ﺒﺩﻴﻼﹰ ﻋﻥ ﺍﺨﺘﺒﺎﺭ )‪(T‬‬ ‫ﻴﺘﻡ ﻗﺒﻭل ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﺼﻔﺭﻴﺔ ﺍﻟﺘﻲ ﺘﻔﺘﺭﺽ ﻋﺩﻡ ﻭﺠﻭﺩ ﻓﺭﻕ‬
‫ﻟﻠﻌﻴﻨﺎﺕ ﺍﻟﻤﺴﺘﻘﻠﺔ ﻋﻨﺩﻤﺎ ﻻ ﺘﺘﻭﻓﺭ ﺸﺭﻭﻁﻪ‪ ،‬ﻭﻫﻭ ﻴﻌﻤل ﻋﻠﻰ‬ ‫ﺒﻴﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻓﻲ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺘﺒﻌﺎ‬
‫ﺍﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻭﻕ ﺒﻴﻥ ﻭﺴﻴﻁ ﻋﻴﻨﺘﻴﻥ‪ ،‬ﻭﺍﻟﺠﺩﻭل ﺭﻗﻡ )‪ (14‬ﻴﺒﻴﻥ‬ ‫ﻟﻠﻤﺩﻴﻨﺔ ﺍﻟﺘﻲ ﺘﻌﻤل ﺒﻬﺎ ﺍﻟﻤﺴﺘﺸﻔﻰ‪.‬‬
‫ﺍﻟﻨﺘﺎﺌﺞ‪.‬‬ ‫‪ : H0-3‬ﻻ ﻴﻭﺠﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ ﺇﺤﺼﺎﺌﻴﺔ ﻋﻨﺩ ﻤﺴﺘﻭﻯ‬
‫‪-557-‬‬
‫ﺠﺩﻭل )‪(14‬‬
‫ﻨﺘﺎﺌﺞ ﺍﺨﺘﺒﺎﺭ )‪ (Mann-Whitney‬ﻻﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﻔﺭﻋﻴﺔ ﺍﻟﺜﺎﻟﺜﺔ )ﺃﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﺠﺘﻤﻌﺔ(‬
‫ﻤﺴﺘﻭﻯ ﺩﻻﻟﺔ‬ ‫ﻗﻴﻤﺔ ﺍﻻﺨﺘﺒﺎﺭ‬ ‫ﺤﺠﻡ‬ ‫ﻤﺘﻭﺴﻁ‬ ‫ﺍﻻﻨﺤﺭﺍﻑ‬ ‫ﺍﻟﻤﺘﻭﺴﻁ‬ ‫ﺍﻟﻤﺘﻐﻴﺭ‬
‫ﻗﻴﻤﺔ ‪Z‬‬ ‫ﺍﻟﻔﺌﺎﺕ‬
‫ﺍﻻﺨﺘﺒﺎﺭ )‪(sig‬‬ ‫ﻤﺎﻥ‪ -‬ﻭﻴﺘﻨﻲ‬ ‫ﺍﻟﻌﻴﻨﺎﺕ‬ ‫ﺍﻟﺭﺘﺏ‬ ‫ﺍﻟﻤﻌﻴﺎﺭﻱ‬ ‫ﺍﻟﺤﺴﺎﺒﻲ‬ ‫ﺍﻟﻤﺴﺘﻘل‬
‫‪-‬‬ ‫‪49‬‬ ‫‪28.62‬‬ ‫‪1.01‬‬ ‫‪2.15‬‬ ‫ﻋﺎﻡ‬ ‫ﻨﻭﻉ‬
‫‪.001‬‬ ‫‪177.50‬‬
‫‪3.269-‬‬ ‫‪16‬‬ ‫‪46.41‬‬ ‫‪1.06‬‬ ‫‪3.40‬‬ ‫ﺘﺨﺼﺼﻲ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻰ‬
‫ﻭﺒﺎﻟﻨﻅﺭ ﺇﻟﻰ ﻗﻴﻡ ﺍﻟﻭﺴﻁ ﺍﻟﺤﺴﺎﺒﻲ ﻨﺠﺩ ﺃﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺒﻤﺭﺍﺠﻌﺔ ﻤﺴﺘﻭﻴﺎﺕ ﺍﻟﺩﻻﻟﺔ ﻟﻘﻴﻤﺔ ‪ Z‬ﻨﺠﺩ ﺃﻥ ﻗﻴﻤﺔ ‪(001)sig‬‬
‫ﺍﻟﺘﺨﺼﺼﻴﺔ ﺘﺘﺒﻨﻰ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺒﻤﺴﺘﻭﻯ ﻤﺭﺘﻔﻊ‪ ،‬ﺃﻤﺎ‬ ‫ﺍﻗل ﻤﻥ‪ .05‬ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺄﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﺔ ﻓﺈﻥ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻴﻬﺎ ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬ ‫ﻤﺠﺘﻤﻌﺔ ﻭﻋﻠﻴﺔ ﻓﺈﻨﻨﺎ ﻨﺭﻓﺽ ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﺼﻔﺭﻴﺔ ﻭﻨﻘﺒل ﺒﺎﻟﻔﺭﻀﻴﺔ‬
‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻜﺎﻥ ﻤﻨﺨﻔﻀﺎﹰ‪.‬‬ ‫ﺍﻟﺒﺩﻴﻠﺔ ﺍﻟﺘﻲ ﺘﻔﺘﺭﺽ ﻭﺠﻭﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ ﺇﺤﺼﺎﺌﻴﺔ ﺘﻌﺯﻯ‬
‫ﻭﻤﻥ ﺃﺠل ﺍﻟﺤﺼﻭل ﻋﻠﻰ ﻨﺘﺎﺌﺞ ﺃﻜﺜﺭ ﻭﻀﻭﺤﺎ ﺴﻴﺘﻡ ﺘﻨﻔﻴﺫ‬ ‫ﻟﻤﺘﻐﻴﺭ ﻨﻭﻉ ﺍﻟﻤﺴﺘﺸﻔﻰ ‪ .‬ﻭﺒﺎﻟﻨﻅﺭ ﺇﻟﻰ ﺭﺘﺒﺔ ﻤﺘﻭﺴﻁ ﻜل ﻤﻥ‬
‫ﺍﻻﺨﺘﺒﺎﺭ ﻋﻠﻰ ﻜل ﺒﻌﺩ ﻤﻥ ﺃﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﺔ ﻭﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺘﺨﺼﺼﻴﺔ ﻴﺘﻀﺢ ﺃﻥ‬
‫ﻟﻠﺘﻌﺭﻑ ﻋﻠﻰ ﺃﻜﺜﺭ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺘﻲ ﺘﺒﻨﺘﻬﺎ ﻫﺫﻩ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪،‬‬ ‫ﻟﻠﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺘﺨﺼﺼﻴﺔ ﺩﺭﺠﺎﺕ ﺃﻋﻠﻰ ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﺔ‬
‫ﻭﺍﻟﻨﺘﺎﺌﺞ ﻤﻭﻀﺤﺔ ﻓﻲ ﺍﻟﺠﺩﻭل ﺭﻗﻡ )‪(15‬‬ ‫ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ‪.‬‬
‫ﺠﺩﻭل )‪(15‬‬
‫ﻨﺘﺎﺌﺞ ﺍﺨﺘﺒﺎﺭ )‪ (Mann-Whitney‬ﻻﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻭﻕ ﻓﻲ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺘﺒﻌﺎ ﻟﻤﺘﻐﻴﺭ ﻨﻭﻉ ﺍﻟﻤﺴﺘﺸﻔﻰ‬
‫ﻗﻴﻤﺔ‬
‫ﻤﺴﺘﻭﻯ ﺩﻻﻟﺔ‬
‫ﺍﻻﺨﺘﺒﺎﺭ‬ ‫ﺤﺠﻡ‬ ‫ﻤﺘﻭﺴﻁ‬ ‫ﺍﻻﻨﺤﺭﺍﻑ‬ ‫ﻓﺌﺎﺕ ﺍﻟﻤﺘﻐﻴﺭ ﺍﻟﻤﺘﻭﺴﻁ‬
‫ﺍﻻﺨﺘﺒﺎﺭ‬ ‫ﻗﻴﻤﺔ ‪Z‬‬ ‫ﺍﻟﻤﺘﻐﻴﺭ ﺍﻟﺘﺎﺒﻊ‬
‫ﻤﺎﻥ‪-‬‬ ‫ﺍﻟﻌﻴﻨﺎﺕ‬ ‫ﺍﻟﺭﺘﺏ‬ ‫ﺍﻟﻤﻌﻴﺎﺭﻱ‬ ‫ﺍﻟﺤﺴﺎﺒﻲ‬ ‫ﺍﻟﻤﺴﺘﻘل‬
‫)‪(sig‬‬
‫ﻭﻴﺘﻨﻲ‬
‫‪49‬‬ ‫‪28.45‬‬ ‫‪0.94‬‬ ‫‪2.31‬‬ ‫ﻋﺎﻡ‬ ‫ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ‬
‫‪.001‬‬ ‫‪-3.406-‬‬ ‫‪169‬‬ ‫ﺘﺨﺼﺼﻲ‬ ‫ﻟﻼﺘﺼﺎل ﻭﺘﺒﺎﺩل‬
‫‪16‬‬ ‫‪46.94‬‬ ‫‪1.04‬‬ ‫‪3. 48‬‬
‫ﺍﻟﺒﻴﺎﻨﺎﺕ‬
‫‪49‬‬ ‫‪29.14‬‬ ‫‪1.17‬‬ ‫‪1.2‬‬ ‫ﻋﺎﻡ‬ ‫ﻨﻅﻡ ﺍﻷﻋﻤﺎل‬
‫‪004‬‬ ‫‪-2.890-‬‬ ‫‪203‬‬
‫‪16‬‬ ‫‪44.81‬‬ ‫‪1.16‬‬ ‫‪3.26‬‬ ‫ﺘﺨﺼﺼﻲ‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬
‫‪49‬‬ ‫‪28.13‬‬ ‫‪1.05‬‬ ‫‪2.14‬‬ ‫ﻋﺎﻡ‬ ‫ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ‬
‫‪000‬‬ ‫‪-3.646-‬‬ ‫‪153.50‬‬
‫‪16‬‬ ‫‪47.91‬‬ ‫‪1.08‬‬ ‫‪3.44‬‬ ‫ﺘﺨﺼﺼﻲ‬ ‫ﺍﻟﺼﺤﻴﺔ‬
‫ﺍﻟﺘﻘﻨﻴﺎﺕ ﺘﻌﺯﻯ ﻟﻤﺘﻐﻴﺭ ﻨﻭﻉ ﺍﻟﻤﺴﺘﺸﻔﻰ ‪ .‬ﻭﺒﺎﻟﻨﻅﺭ ﺇﻟﻰ ﺭﺘﺒﺔ‬ ‫ﺒﻤﺭﺍﺠﻌﺔ ﻤﺴﺘﻭﻴﺎﺕ ﺍﻟﺩﻻﻟﺔ ﻟﻘﻴﻤﺔ ‪ Z‬ﻨﺠﺩ ﺃﻨﻬﺎ ﺃﻗل ﻤﻥ‪.05‬‬
‫ﻤﺘﻭﺴﻁ ﻜل ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﺔ ﻭﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺘﺨﺼﺼﻴﺔ‬ ‫ﻟﺠﻤﻴﻊ ﺍﻷﺒﻌﺎﺩ ﻭﻋﻠﻴﺔ ﻓﺈﻨﻨﺎ ﻨﺭﻓﺽ ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﺼﻔﺭﻴﺔ ﻭﻨﻘﺒل‬
‫ﻴﺘﻀﺢ ﺃﻥ ﻟﻠﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺘﺨﺼﺼﻴﺔ ﺩﺭﺠﺎﺕ ﺃﻋﻠﻰ ﻤﻥ‬ ‫ﺒﺎﻟﻔﺭﻀﻴﺔ ﺍﻟﺒﺩﻴﻠﺔ ﺍﻟﺘﻲ ﺘﻔﺘﺭﺽ ﻭﺠﻭﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﺔ ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺘﺒﻨﻲ ﻜل ﺘﻘﻨﻴﺔ ﻤﻥ ﺘﻘﻨﻴﺎﺕ‬ ‫ﺇﺤﺼﺎﺌﻴﺔ ﻓﻲ ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻟﻜل ﺘﻘﻨﻴﺔ ﻤﻥ ﻫﺫﻩ‬
‫‪-558-‬‬
‫ﺍﻟﻤﺠﻠﺩ ‪ ،10‬ﺍﻟﻌﺩﺩ ‪2014 ،4‬‬
‫ﹼ‬ ‫ا‪ ‬ا‪‬رد‪  ‬إدارة ا‪‬ل‪،‬‬
‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻜﺎﻥ ﻤﻨﺨﻔﻀﺎﹰ‪.‬‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ‪.‬‬

‫‪ : H0-4‬ﻻ ﻴﻭﺠﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ ﺇﺤﺼﺎﺌﻴﺔ ﻋﻨﺩ ﻤﺴﺘﻭﻯ‬ ‫ﻭﺒﺎﻟﻨﻅﺭ ﺇﻟﻰ ﻗﻴﻡ ﺍﻟﻭﺴﻁ ﺍﻟﺤﺴﺎﺒﻲ ﻨﺠﺩ ﺃﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬
‫)‪ (α ≤0.05‬ﻓﻲ ﺍﻟﺘﺒﻨﻲ ﺍﻟﻔﻌﺎل ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﺍﻟﺘﺨﺼﺼﻴﺔ ﺘﺘﺒﻨﻰ ﻫﺫﻩ ﺘﻘﻨﻴﺎﺕ ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻟﻼﺘﺼﺎل ﻭﺘﺒﺎﺩل‬
‫ﺒﺎﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﺘﻌﺯﻯ ﻟﻠﻤﺘﻐﻴﺭ‬ ‫ﺍﻟﺒﻴﺎﻨﺎﺕ‪ ،‬ﻭﺘﻭﻅﻴﻑ ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ ﺒﻤﺴﺘﻭﻯ ﻤﺭﺘﻔﻊ‪،‬‬
‫)ﺍﻟﻌﻤﺭ ﺍﻟﺯﻤﻨﻲ ﻟﻠﻤﺴﺘﺸﻔﻰ( ﻤﻥ ﻭﺠﻬﺔ ﻨﻅﺭ ﺍﻟﻤﺩﻴﺭ ﺍﻟﻤﻌﻨﻲ‬ ‫ﻭﺘﻭﻅﻑ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﻤﺴﺘﻭﻯ ﻤﺘﻭﺴﻁ‪ ،‬ﺃﻤﺎ‬
‫ﺒﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻲ ﺘﻠﻙ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪.‬‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﺔ ﻓﺈﻥ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻴﻬﺎ ﻟﺠﻤﻴﻊ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬
‫ﺠﺩﻭل )‪(16‬‬
‫ﻨﺘﺎﺌﺞ ﺍﺨﺘﺒﺎﺭ )‪ (Kruskal- Wallis‬ﻻﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﻔﺭﻋﻴﺔ ﺍﻟﺭﺍﺒﻌﺔ )ﺃﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﺠﺘﻤﻌﺔ(‬
‫ﺩﺭﺠﺔ ﺤﺭﻴﺔ ﻤﺴﺘﻭﻯ ﺩﻻﻟﺔ‬
‫ﻜﺭﻭﺴﻜﺎل‬ ‫ﺤﺠﻡ‬ ‫ﻤﺘﻭﺴﻁ‬ ‫ﺍﻻﻨﺤﺭﺍﻑ‬ ‫ﺍﻟﻤﺘﻭﺴﻁ‬ ‫ﺍﻟﻤﺘﻐﻴﺭ‬
‫ﺍﻻﺨﺘﺒﺎﺭ‬ ‫ﺍﻻﺨﺘﺒﺎﺭ‬ ‫ﺍﻟﻔﺌﺎﺕ‬
‫)‪Chi-‬‬ ‫ﺍﻟﻌﻴﻨﺎﺕ‬ ‫ﺍﻟﺭﺘﺏ‬ ‫ﺍﻟﻤﻌﻴﺎﺭﻱ‬ ‫ﺍﻟﺤﺴﺎﺒﻲ‬ ‫ﺍﻟﻤﺴﺘﻘل‬
‫)‪(sig‬‬ ‫)‪(df‬‬
‫‪(square‬‬
‫ﺃﻗل ﻤﻥ‬ ‫ﺍﻟﻌﻤﺭ ﺍﻟﺯﻤﻨﻲ‬
‫‪19‬‬ ‫‪23.95‬‬ ‫‪0.98‬‬ ‫‪2.04‬‬ ‫‪10‬‬ ‫ﻟﻠﻤﺴﺘﺸﻔﻰ‬
‫ﺴﻨﻭﺍﺕ‬
‫‪.009‬‬ ‫‪2‬‬ ‫‪9.329‬‬
‫‪21‬‬ ‫‪31.33‬‬ ‫‪1.20‬‬ ‫‪2.40‬‬ ‫‪20-10‬‬
‫ﺃﻜﺒﺭ ﻤﻥ‬
‫‪25‬‬ ‫‪41.28‬‬ ‫‪1.15‬‬ ‫‪2.81‬‬
‫‪ 20‬ﺴﻨﺔ‬
‫ﻭﺒﺎﻟﻨﻅﺭ ﺇﻟﻰ ﻗﻴﻡ ﺍﻟﻭﺴﻁ ﺍﻟﺤﺴﺎﺒﻲ ﻨﺠﺩ ﺃﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺒﻤﺭﺍﺠﻌﺔ ﻤﺴﺘﻭﻴﺎﺕ ﺍﻟﺩﻻﻟﺔ ﻟﻘﻴﻤﺔ ﺍﻻﺨﺘﺒﺎﺭ‪Chi-‬‬
‫ﺍﻟﺘﻲ ﻴﺯﻴﺩ ﻋﻤﺭﻫﺎ ﻋﻥ )‪ 20‬ﺴﻨﺔ( ﻭﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺘﻲ ﻴﺘﺭﺍﻭﺡ‬ ‫‪square‬ﻨﺠﺩ ﺃﻥ ﻗﻴﻤﺔ ‪ (009)sig‬ﺍﻗل ﻤﻥ‪ .05‬ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ‬
‫ﻋﻤﺭﻫﺎ ﺒﻴﻥ )‪ 20-10‬ﺴﻨﺔ( ﺘﺘﺒﻨﻰ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺒﻤﺴﺘﻭﻯ‬ ‫ﺒﺄﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﺠﺘﻤﻌﺔ ﻭﻋﻠﻴﺔ ﻓﺈﻨﻨﺎ ﻨﺭﻓﺽ‬
‫ﻤﺘﻭﺴﻁ‪ ،‬ﺃﻤﺎ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺼﻐﻴﺭﺓ ﺍﻟﻌﻤﺭ )ﺃﻗل ﻤﻥ ‪ 10‬ﺴﻨﻭﺍﺕ(‬ ‫ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﺼﻔﺭﻴﺔ ﻭﻨﻘﺒل ﺒﺎﻟﻔﺭﻀﻴﺔ ﺍﻟﺒﺩﻴﻠﺔ ﺍﻟﺘﻲ ﺘﻔﺘﺭﺽ‬
‫ﻓﺈﻥ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻴﻬﺎ ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻜﺎﻥ ﻤﻨﺨﻔﻀﺎﹰ‪.‬‬ ‫ﻭﺠﻭﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ ﺇﺤﺼﺎﺌﻴﺔ ﺘﻌﺯﻯ ﻟﻤﺘﻐﻴﺭ ﺍﻟﻌﻤﺭ ﺍﻟﺯﻤﻨﻲ‬
‫ﻭﻤﻥ ﺃﺠل ﺍﻟﺤﺼﻭل ﻋﻠﻰ ﻨﺘﺎﺌﺞ ﺃﻜﺜﺭ ﻭﻀﻭﺤﺎ ﺴﻴﺘﻡ ﺘﻨﻔﻴﺫ‬ ‫ﻟﻠﻤﺴﺘﺸﻔﻰ ‪ .‬ﻭﺒﺎﻟﻨﻅﺭ ﺇﻟﻰ ﺭﺘﺒﺔ ﻤﺘﻭﺴﻁ ﻜل ﻓﺌﺔ ﻤﻥ ﻓﺌﺎﺕ‬
‫ﺍﻻﺨﺘﺒﺎﺭ ﻋﻠﻰ ﻜل ﺒﻌﺩ ﻤﻥ ﺃﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﺍﻟﻤﺘﻐﻴﺭ ﺍﻟﻤﺴﺘﻘل ﻴﺘﻀﺢ ﺃﻥ ﻟﻠﻤﺴﺘﺸﻔﻴﺎﺕ ﻜﺒﻴﺭﺓ ﺍﻟﻌﻤﺭ )ﺃﻜﺒﺭ‬
‫ﻟﻠﺘﻌﺭﻑ ﻋﻠﻰ ﺃﻜﺜﺭ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺘﻲ ﺘﺒﻨﺘﻬﺎ ﻫﺫﻩ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪،‬‬ ‫ﻤﻥ ‪ 20‬ﺴﻨﺔ( ﺩﺭﺠﺎﺕ ﺃﻋﻠﻰ ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻷﺨﺭﻯ ﻓﻴﻤﺎ‬
‫ﻭﺍﻟﻨﺘﺎﺌﺞ ﻤﻭﻀﺤﺔ ﻓﻲ ﺍﻟﺠﺩﻭل ﺭﻗﻡ )‪(17‬‬ ‫ﻴﺘﻌﻠﻕ ﺒﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ‪.‬‬
‫‪-559-‬‬
‫ﺠﺩﻭل )‪(17‬‬
‫ﻨﺘﺎﺌﺞ ﺍﺨﺘﺒﺎﺭ )‪ (Kruskal- Wallis‬ﻻﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻭﻕ ﺒﻴﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻓﻲ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺘﺒﻌﺎ ﻟﻤﺘﻐﻴﺭ ﺍﻟﻌﻤﺭ‬
‫ﺍﻟﺯﻤﻨﻲ ﻟﻠﻤﺴﺘﺸﻔﻰ‬
‫ﺩﻻﻟﺔ‬ ‫ﺤﺭﻴﺔ‬ ‫ﻜﺭﻭﺴﻜﺎل‬ ‫ﺤﺠﻡ‬ ‫ﻤﺘﻭﺴﻁ‬ ‫ﺍﻻﻨﺤﺭﺍﻑ‬ ‫ﺍﻟﻤﺘﻭﺴﻁ‬
‫ﺍﻟﻤﺘﻐﻴﺭ‬ ‫ﺍﻟﻤﺘﻐﻴﺭ ﺍﻟﺘﺎﺒﻊ‬
‫ﺍﻻﺨﺘﺒﺎﺭ‬ ‫ﺍﻻﺨﺘﺒﺎﺭ‬ ‫)‪Chi-‬‬ ‫ﺍﻟﻌﻴﻨﺎﺕ‬ ‫ﺍﻟﺭﺘﺏ‬ ‫ﺍﻟﻤﻌﻴﺎﺭﻱ‬ ‫ﺍﻟﺤﺴﺎﺒﻲ‬
‫ﺍﻟﻤﺴﺘﻘل‬
‫)‪(sig‬‬ ‫)‪(df‬‬ ‫‪(square‬‬
‫ﺍﻟﺘﺤﺘﻴﺔ ﺃﻗل ﻤﻥ ‪10‬‬ ‫ﺍﻟﺒﻨﻴﺔ‬
‫‪19‬‬ ‫‪24.97‬‬ ‫‪.88‬‬ ‫‪2.22‬‬
‫ﺴﻨﻭﺍﺕ‬ ‫ﻟﻼﺘﺼﺎل ﻭﺘﺒﺎﺩل‬
‫ﻤﻥ ‪-10‬‬ ‫ﺍﻟﺒﻴﺎﻨﺎﺕ‬
‫‪.011‬‬ ‫‪2‬‬ ‫‪9.011‬‬ ‫‪21‬‬ ‫‪30.14‬‬ ‫‪1.15‬‬ ‫‪2.52‬‬
‫‪ 20‬ﺴﻨﺔ‬
‫‪25‬‬ ‫‪41.50‬‬ ‫‪1.08‬‬ ‫‪2.95‬‬
‫‪ 20‬ﺴﻨﺔ‬
‫ﻨﻅﻡ ﺃﻗل ﻤﻥ ‪10‬‬ ‫ﺘﺒﻨﻲ‬
‫‪19‬‬ ‫‪25.47‬‬ ‫‪1.11‬‬ ‫‪1.86‬‬
‫ﺴﻨﻭﺍﺕ‬ ‫ﺍﻷﻋﻤﺎل‬
‫ﻤﻥ ‪-10‬‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬
‫‪.019‬‬ ‫‪2‬‬ ‫‪7.895‬‬ ‫‪21‬‬ ‫‪30.36‬‬ ‫‪1.35‬‬ ‫‪2.20‬‬
‫‪ 20‬ﺴﻨﺔ‬
‫‪25‬‬ ‫‪40.94‬‬ ‫‪1.26‬‬ ‫‪2.73‬‬
‫‪ 20‬ﺴﻨﺔ‬
‫ﻨﻅﻡ ﺃﻗل ﻤﻥ ‪10‬‬ ‫ﺘﺒﻨﻲ‬
‫‪19‬‬ ‫‪25.18‬‬ ‫‪1.01‬‬ ‫‪2.05‬‬
‫ﺴﻨﻭﺍﺕ‬ ‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ‬
‫ﻤﻥ ‪-10‬‬ ‫ﺍﻟﺼﺤﻴﺔ‬
‫‪.068‬‬ ‫‪2‬‬ ‫‪5.377‬‬ ‫‪21‬‬ ‫‪33.60‬‬ ‫‪1.21‬‬ ‫‪2.49‬‬
‫‪ 20‬ﺴﻨﺔ‬
‫‪25‬‬ ‫‪38.44‬‬ ‫‪1.23‬‬ ‫‪2. 75‬‬
‫‪ 20‬ﺴﻨﺔ‬
‫ﻓﺭﻭﻕ ﺒﻴﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻓﻲ ﺘﺒﻨﻲ ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ‬ ‫ﺒﻤﺭﺍﺠﻌﺔ ﻤﺴﺘﻭﻴﺎﺕ ﺍﻟﺩﻻﻟﺔ ﻟﻘﻴﻤﺔ ﺍﻻﺨﺘﺒﺎﺭ ‪Chi-square‬‬
‫ﺍﻟﺼﺤﻴﺔ ﺘﻌﺯﻯ ﻟﻤﺘﻐﻴﺭ ﺍﻟﻌﻤﺭ ﺍﻟﺯﻤﻨﻲ ﻟﻠﻤﺴﺘﺸﻔﻰ‪ ،‬ﺤﻴﺙ ﻜﺎﻨﺕ‬ ‫ﻨﺠﺩ ﺃﻨﻬﺎ ﺃﻗل ﻤﻥ‪ .05‬ﻟﺠﻤﻴﻊ ﺍﻷﺒﻌﺎﺩ ﺒﺎﺴﺘﺜﻨﺎﺀ ﺒﻌﺩ )ﺘﺒﻨﻲ ﻨﻅﻡ‬
‫ﻗﻴﻤﺔ ﻤﺴﺘﻭﻯ ﺍﻟﺩﻻﻟﺔ ﻟﻼﺨﺘﺒﺎﺭ ‪ Chi-square‬ﺃﻜﺒﺭ ﻤﻥ‪،.05‬‬ ‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ( ﻭﻋﻠﻴﺔ ﻓﺈﻨﻨﺎ ﻨﺭﻓﺽ ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﺼﻔﺭﻴﺔ‬
‫ﻭﺒﺎﻟﻨﻅﺭ ﺇﻟﻰ ﺭﺘﺒﺔ ﻤﺘﻭﺴﻁ ﻜل ﻓﺌﺔ ﻤﻥ ﺍﻟﻔﺌﺎﺕ ﻴﺘﻀﺢ ﺃﻥ‬ ‫ﺒﺸﻜل ﺠﺯﺌﻲ ﻭﻨﻘﺒل ﺒﺎﻟﻔﺭﻀﻴﺔ ﺍﻟﺒﺩﻴﻠﺔ ﺍﻟﺘﻲ ﺘﻔﺘﺭﺽ ﻭﺠﻭﺩ‬
‫ﻟﻠﻤﺴﺘﺸﻔﻴﺎﺕ ﻜﺒﻴﺭﺓ ﺍﻟﻌﻤﺭ ﺩﺭﺠﺎﺕ ﺃﻋﻠﻰ ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ ﺇﺤﺼﺎﺌﻴﺔ ﻓﻲ ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ‬
‫ﻤﺘﻭﺴﻁﺔ ﺍﻟﻌﻤﺭ ﻭﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺼﻐﻴﺭﺓ ﺍﻟﻌﻤﺭ ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺘﺒﻨﻲ‬ ‫ﻟﺘﻘﻨﻴﺎﺕ )ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻟﻼﺘﺼﺎل ﻭﺘﺒﺎﺩل ﺍﻟﺒﻴﺎﻨﺎﺕ‪ ،‬ﻨﻅﻡ‬
‫ﻜل ﺘﻘﻨﻴﺔ ﻤﻥ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ‪.‬‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ( ﺘﻌﺯﻯ ﻟﻤﺘﻐﻴﺭ ﺍﻟﻌﻤﺭ ﺍﻟﺯﻤﻨﻲ ﻟﻠﻤﺴﺘﺸﻔﻰ‪،‬‬
‫‪ : H0-5‬ﻻ ﻴﻭﺠﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ ﺇﺤﺼﺎﺌﻴﺔ ﻋﻨﺩ ﻤﺴﺘﻭﻯ‬ ‫ﻭﻜﺫﻟﻙ ﻨﻘﺒل ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﺼﻔﺭﻴﺔ ﺍﻟﺘﻲ ﺘﻨﺹ ﻋﻠﻰ ﻋﺩﻡ ﻭﺠﻭﺩ‬
‫‪-560-‬‬
‫ﺍﻟﻤﺠﻠﺩ ‪ ،10‬ﺍﻟﻌﺩﺩ ‪2014 ،4‬‬
‫ﹼ‬ ‫ا‪ ‬ا‪‬رد‪  ‬إدارة ا‪‬ل‪،‬‬
‫)ﺍﻟﺤﺠﻡ( ﻤﻥ ﻭﺠﻬﺔ ﻨﻅﺭ ﺍﻟﻤﺩﻴﺭ ﺍﻟﻤﻌﻨﻲ ﺒﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻲ‬ ‫)‪ (α ≤0.05‬ﻓﻲ ﺍﻟﺘﺒﻨﻲ ﺍﻟﻔﻌﺎل ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬
‫ﺘﻠﻙ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪.‬‬ ‫ﺒﺎﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﺘﻌﺯﻯ ﻟﻠﻤﺘﻐﻴﺭ‬
‫ﺠﺩﻭل )‪(18‬‬
‫ﻨﺘﺎﺌﺞ ﺍﺨﺘﺒﺎﺭ )‪ (Kruskal- Wallis‬ﻻﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﻔﺭﻋﻴﺔ ﺍﻟﺨﺎﻤﺴﺔ )ﺃﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﺠﺘﻤﻌﺔ(‬
‫ﺩﺭﺠﺔ ﺤﺭﻴﺔ‬
‫ﻤﺴﺘﻭﻯ ﺩﻻﻟﺔ‬ ‫ﻜﺭﻭﺴﻜﺎل‬ ‫ﺤﺠﻡ‬ ‫ﻤﺘﻭﺴﻁ‬ ‫ﺍﻻﻨﺤﺭﺍﻑ‬ ‫ﺍﻟﻤﺘﻭﺴﻁ‬ ‫ﺍﻟﻤﺘﻐﻴﺭ‬
‫ﺍﻻﺨﺘﺒﺎﺭ‬ ‫ﺍﻟﻔﺌﺎﺕ‬
‫ﺍﻻﺨﺘﺒﺎﺭ )‪(sig‬‬ ‫)‪Chi-‬‬ ‫ﺍﻟﻌﻴﻨﺎﺕ‬ ‫ﺍﻟﺭﺘﺏ‬ ‫ﺍﻟﻤﻌﻴﺎﺭﻱ‬ ‫ﺍﻟﺤﺴﺎﺒﻲ‬ ‫ﺍﻟﻤﺴﺘﻘل‬
‫)‪(df‬‬
‫‪(square‬‬
‫‪15‬‬ ‫‪20.73‬‬ ‫‪.85‬‬ ‫‪1.88‬‬ ‫ﺼﻐﻴﺭ‬ ‫ﺤﺠﻡ‬
‫‪2.00‬‬ ‫‪2‬‬ ‫‪12.220‬‬ ‫‪23‬‬ ‫‪30.89‬‬ ‫‪1.04‬‬ ‫‪2.23‬‬ ‫ﻤﺘﻭﺴﻁ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻰ‬
‫‪27‬‬ ‫‪41.61‬‬ ‫‪1.19‬‬ ‫‪2.96‬‬ ‫ﻜﺒﻴﺭ‬
‫ﻭﺒﺎﻟﻨﻅﺭ ﺇﻟﻰ ﻗﻴﻡ ﺍﻟﻭﺴﻁ ﺍﻟﺤﺴﺎﺒﻲ ﻨﺠﺩ ﺃﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺒﻤﺭﺍﺠﻌﺔ ﻤﺴﺘﻭﻴﺎﺕ ﺍﻟﺩﻻﻟﺔ ﻟﻘﻴﻤﺔ ﺍﻻﺨﺘﺒﺎﺭ‪ Chi-square‬ﻨﺠﺩ‬
‫ﻜﺒﻴﺭﺓ ﺍﻟﺤﺠﻡ ﺘﺘﺒﻨﻰ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺒﻤﺴﺘﻭﻯ ﻤﺘﻭﺴﻁ‪ ،‬ﺃﻤﺎ‬ ‫ﺃﻥ ﻗﻴﻤﺔ ‪ (002)sig‬ﺍﻗل ﻤﻥ‪ .05‬ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺄﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬
‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻤﺘﻭﺴﻁﺔ ﻭﺼﻐﻴﺭﺓ ﺍﻟﺤﺠﻡ ﻓﺈﻨﻬﺎ ﺘﺘﺒﻨﻰ ﻫﺫﻩ‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﺠﺘﻤﻌﺔ ﻭﻋﻠﻴﺔ ﻓﺈﻨﻨﺎ ﻨﺭﻓﺽ ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﺼﻔﺭﻴﺔ ﻭﻨﻘﺒل‬
‫ﺍﻟﺘﻘﻨﻴﺎﺕ ﺒﻤﺴﺘﻭﻯ ﻤﻨﺨﻔﺽ‪.‬‬ ‫ﺒﺎﻟﻔﺭﻀﻴﺔ ﺍﻟﺒﺩﻴﻠﺔ ﺍﻟﺘﻲ ﺘﻔﺘﺭﺽ ﻭﺠﻭﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ ﺇﺤﺼﺎﺌﻴﺔ‬
‫ﻭﻤﻥ ﺃﺠل ﺍﻟﺤﺼﻭل ﻋﻠﻰ ﻨﺘﺎﺌﺞ ﺃﻜﺜﺭ ﻭﻀﻭﺤﺎ ﺴﻴﺘﻡ ﺘﻨﻔﻴﺫ‬ ‫ﺘﻌﺯﻯ ﻟﻤﺘﻐﻴﺭ ﺤﺠﻡ ﺍﻟﻤﺴﺘﺸﻔﻰ ‪ .‬ﻭﺒﺎﻟﻨﻅﺭ ﺇﻟﻰ ﺭﺘﺒﺔ ﻤﺘﻭﺴﻁ ﻜل ﻓﺌﺔ‬
‫ﺍﻻﺨﺘﺒﺎﺭ ﻋﻠﻰ ﻜل ﺒﻌﺩ ﻤﻥ ﺃﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﻤﻥ ﻓﺌﺎﺕ ﺍﻟﻤﺘﻐﻴﺭ ﺍﻟﻤﺴﺘﻘل ﻴﺘﻀﺢ ﺃﻥ ﻟﻠﻤﺴﺘﺸﻔﻴﺎﺕ ﻜﺒﻴﺭﺓ ﺍﻟﺤﺠﻡ‬
‫ﻟﻠﺘﻌﺭﻑ ﺇﻟﻰ ﺃﻜﺜﺭ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺘﻲ ﺘﺒﻨﺘﻬﺎ ﻫﺫﻩ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪ ،‬ﻭﺍﻟﻨﺘﺎﺌﺞ‬ ‫ﺩﺭﺠﺎﺕ ﺃﻋﻠﻰ ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻷﺨﺭﻯ ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ‬
‫ﻤﻭﻀﺤﺔ ﻓﻲ ﺍﻟﺠﺩﻭل ﺭﻗﻡ )‪(19‬‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ‪.‬‬
‫ﺠﺩﻭل )‪(19‬‬
‫ﻨﺘﺎﺌﺞ ﺍﺨﺘﺒﺎﺭ )‪ (Kruskal- Wallis‬ﻻﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻭﻕ ﻓﻲ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺘﺒﻌﺎ ﻟﻤﺘﻐﻴﺭ ﺤﺠﻡ ﺍﻟﻤﺴﺘﺸﻔﻰ‬
‫)‪(sig‬‬ ‫)‪(df‬‬ ‫‪(square‬‬
‫‪15‬‬ ‫‪24.67‬‬ ‫‪0.79‬‬ ‫‪2.13‬‬ ‫ﺼﻐﻴﺭﺓ‬ ‫ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ‬
‫‪.002‬‬ ‫‪2‬‬ ‫‪12.472‬‬ ‫‪23‬‬ ‫‪27.00‬‬ ‫‪0.95‬‬ ‫‪2.13‬‬ ‫ﻤﺘﻭﺴﻁﺔ‬ ‫ﻟﻼﺘﺼﺎل ﻭﺘﺒﺎﺩل‬
‫‪27‬‬ ‫‪42.74‬‬ ‫‪1.13‬‬ ‫‪3.12‬‬ ‫ﻜﺒﻴﺭﺓ‬ ‫ﺍﻟﺒﻴﺎﻨﺎﺕ‬
‫‪19‬‬ ‫‪21.10‬‬ ‫‪0.95‬‬ ‫‪1.63‬‬ ‫ﺼﻐﻴﺭﺓ‬ ‫ﺘﺒﻨﻲ ﻨﻅﻡ‬
‫‪.003‬‬ ‫‪2‬‬ ‫‪11.343‬‬ ‫‪15‬‬ ‫‪31.13‬‬ ‫‪1.19‬‬ ‫‪2.08‬‬ ‫ﻤﺘﻭﺴﻁﺔ‬ ‫ﺍﻷﻋﻤﺎل‬
‫‪23‬‬ ‫‪41.20‬‬ ‫‪1.32‬‬ ‫‪2.87‬‬ ‫ﻜﺒﻴﺭﺓ‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬
‫‪-561-‬‬

‫)‪(sig‬‬ ‫)‪(df‬‬ ‫‪(square‬‬
‫‪27‬‬ ‫‪23.53‬‬ ‫‪0.88‬‬ ‫‪1.88‬‬ ‫ﺼﻐﻴﺭﺓ‬ ‫ﺘﺒﻨﻲ ﻨﻅﻡ‬
‫‪.030‬‬ ‫‪2‬‬ ‫‪7.008‬‬ ‫‪15‬‬ ‫‪31.67‬‬ ‫‪1.11‬‬ ‫‪2.32‬‬ ‫ﻤﺘﻭﺴﻁﺔ‬ ‫ﺍﻟﻤﻌﻠﻭﻤﺎﺕ‬
‫‪23‬‬ ‫‪39.39‬‬ ‫‪1.25‬‬ ‫‪2. 90‬‬ ‫ﻜﺒﻴﺭﺓ‬ ‫ﺍﻟﺼﺤﻴﺔ‬
‫ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺘﺒﻨﻲ ﻜل ﺘﻘﻨﻴﺔ ﻤﻥ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪.‬‬

‫ﻭﺒﺎﻟﻨﻅﺭ ﺇﻟﻰ ﻗﻴﻡ ﺍﻟﻭﺴﻁ ﺍﻟﺤﺴﺎﺒﻲ ﻨﺠﺩ ﺃﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻜﺒﻴﺭﺓ‬ ‫ﺒﻤﺭﺍﺠﻌﺔ ﻤﺴﺘﻭﻴﺎﺕ ﺍﻟﺩﻻﻟﺔ ﻟﻘﻴﻤﺔ ﺍﻻﺨﺘﺒﺎﺭ‪Chi-square‬‬
‫ﺘﺘﺒﻨﻰ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺒﻤﺴﺘﻭﻯ ﻤﺘﻭﺴﻁ‪ ،‬ﺃﻤﺎ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺘﻭﺴﻁﺔ‬ ‫ﻨﺠﺩ ﺃﻨﻬﺎ ﺃﻗل ﻤﻥ‪ .05‬ﻟﺠﻤﻴﻊ ﺍﻷﺒﻌﺎﺩ ﻭﻋﻠﻴﺔ ﻓﺈﻨﻨﺎ ﻨﺭﻓﺽ‬
‫ﻭﺍﻟﺼﻐﻴﺭﺓ ﻓﺈﻨﻬﺎ ﺘﺘﺒﻨﻰ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺒﻤﺴﺘﻭﻯ ﻤﻨﺨﻔﺽ‪.‬‬ ‫ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﺼﻔﺭﻴﺔ ﻭﻨﻘﺒل ﺒﺎﻟﻔﺭﻀﻴﺔ ﺍﻟﺒﺩﻴﻠﺔ ﺍﻟﺘﻲ ﺘﻔﺘﺭﺽ‬
‫‪ : H0-6‬ﻻ ﻴﻭﺠﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ ﺇﺤﺼﺎﺌﻴﺔ ﻋﻨﺩ ﻤﺴﺘﻭﻯ‬ ‫ﻭﺠﻭﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ ﺇﺤﺼﺎﺌﻴﺔ ﻓﻲ ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬
‫)‪ (α ≤0.05‬ﻟﻤﺩﻯ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﻔﻌﺎﻟﻴﺔ‬ ‫ﺍﻟﻤﺒﺤﻭﺜﺔ ﻟﻜل ﺘﻘﻨﻴﺔ ﻤﻥ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺘﻌﺯﻯ ﻟﻤﺘﻐﻴﺭ ﺤﺠﻡ‬
‫ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﺘﻌﺯﻯ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻰ‪ .‬ﻭﺒﺎﻟﻨﻅﺭ ﺇﻟﻰ ﺭﺘﺒﺔ ﻤﺘﻭﺴﻁ ﻜل ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬
‫ﻟﻠﻤﺘﻐﻴﺭ )ﺍﻟﺤﺼﻭل ﻋﻠﻰ ﺍﻻﻋﺘﻤﺎﺩ( ﻤﻥ ﻭﺠﻬﺔ ﻨﻅﺭ ﺍﻟﻤﺩﻴﺭ‬ ‫ﺍﻟﺼﻐﻴﺭﺓ ﻭﺍﻟﻤﺘﻭﺴﻁﺔ ﻭﻜﺒﻴﺭﺓ ﺍﻟﺤﺠﻡ ﻴﺘﻀﺢ ﺃﻥ ﻟﻠﻤﺴﺘﺸﻔﻴﺎﺕ‬
‫ﺍﻟﻤﻌﻨﻲ ﺒﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻲ ﺘﻠﻙ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪.‬‬ ‫ﺍﻟﻜﺒﻴﺭﺓ ﺩﺭﺠﺎﺕ ﺃﻋﻠﻰ ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺘﻭﺴﻁﺔ ﻭﺍﻟﺼﻐﻴﺭﺓ‬
‫ﺠﺩﻭل )‪(20‬‬
‫ﻨﺘﺎﺌﺞ ﺍﺨﺘﺒﺎﺭ )‪ (Mann-Whitney‬ﻻﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﻔﺭﻋﻴﺔ ﺍﻟﺴﺎﺩﺴﺔ )ﺃﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﺠﺘﻤﻌﺔ(‬
‫ﻤﺴﺘﻭﻯ ﺩﻻﻟﺔ‬ ‫ﻗﻴﻤﺔ ﺍﻻﺨﺘﺒﺎﺭ‬ ‫ﺤﺠﻡ‬ ‫ﻤﺘﻭﺴﻁ‬ ‫ﺍﻻﻨﺤﺭﺍﻑ‬ ‫ﺍﻟﻤﺘﻭﺴﻁ‬ ‫ﺍﻟﻤﺘﻐﻴﺭ‬
‫ﻗﻴﻤﺔ ‪Z‬‬ ‫ﺍﻟﻔﺌﺎﺕ‬
‫ﺍﻻﺨﺘﺒﺎﺭ )‪(sig‬‬ ‫ﻤﺎﻥ‪ -‬ﻭﻴﺘﻨﻲ‬ ‫ﺍﻟﻌﻴﻨﺎﺕ‬ ‫ﺍﻟﺭﺘﺏ‬ ‫ﺍﻟﻤﻌﻴﺎﺭﻱ‬ ‫ﺍﻟﺤﺴﺎﺒﻲ‬ ‫ﺍﻟﻤﺴﺘﻘل‬
‫ﻏﻴﺭ‬ ‫ﺍﻟﺤﺼﻭل ﻋﻠﻰ‬
‫‪46‬‬ ‫‪24.18‬‬ ‫‪0.72‬‬ ‫‪1.84‬‬
‫‪.000‬‬ ‫‪-5.854-‬‬ ‫‪31.50‬‬ ‫ﻤﻌﺘﻤﺩ‬ ‫ﺍﻻﻋﺘﻤﺎﺩ‬
‫‪19‬‬ ‫‪54.34‬‬ ‫‪0.37‬‬ ‫‪3.94‬‬ ‫ﻤﻌﺘﻤﺩ‬
‫ﻭﺒﺎﻟﻨﻅﺭ ﺇﻟﻰ ﻗﻴﻡ ﺍﻟﻭﺴﻁ ﺍﻟﺤﺴﺎﺒﻲ ﻨﺠﺩ ﺃﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺒﻤﺭﺍﺠﻌﺔ ﻤﺴﺘﻭﻴﺎﺕ ﺍﻟﺩﻻﻟﺔ ﻟﻘﻴﻤﺔ ‪ Z‬ﻨﺠﺩ ﺃﻥ ﻗﻴﻤﺔ ‪(000)sig‬‬
‫ﺍﻟﻤﻌﺘﻤﺩﺓ ﺘﺘﺒﻨﻰ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺒﻤﺴﺘﻭﻯ ﻤﺭﺘﻔﻊ‪ ،‬ﺃﻤﺎ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍﻗل ﻤﻥ‪ .05‬ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺄﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﺠﺘﻤﻌﺔ‬
‫ﻏﻴﺭ ﺍﻟﻤﻌﺘﻤﺩﺓ ﻓﺈﻨﻬﺎ ﺘﺘﺒﻨﻰ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺒﻤﺴﺘﻭﻯ ﻤﻨﺨﻔﺽ‪.‬‬ ‫ﻭﻋﻠﻴﺔ ﻓﺈﻨﻨﺎ ﻨﺭﻓﺽ ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﺼﻔﺭﻴﺔ ﻭﻨﻘﺒل ﺒﺎﻟﻔﺭﻀﻴﺔ ﺍﻟﺒﺩﻴﻠﺔ ﺍﻟﺘﻲ‬
‫ﻭﻤﻥ ﺃﺠل ﺍﻟﺤﺼﻭل ﻋﻠﻰ ﻨﺘﺎﺌﺞ ﺃﻜﺜﺭ ﻭﻀﻭﺤﺎ ﺴﻴﺘﻡ ﺘﻨﻔﻴﺫ‬ ‫ﺘﻔﺘﺭﺽ ﻭﺠﻭﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ ﺇﺤﺼﺎﺌﻴﺔ ﺘﻌﺯﻯ ﻟﻤﺘﻐﻴﺭ ﺤﺼﻭل‬
‫ﺍﻻﺨﺘﺒﺎﺭ ﻋﻠﻰ ﻜل ﺒﻌﺩ ﻤﻥ ﺃﺒﻌﺎﺩ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻰ ﻋﻠﻰ ﺍﻻﻋﺘﻤﺎﺩ ‪ .‬ﻭﺒﺎﻟﻨﻅﺭ ﺇﻟﻰ ﺭﺘﺒﺔ ﻤﺘﻭﺴﻁ ﻜل ﻤﻥ‬
‫ﻟﻠﺘﻌﺭﻑ ﺇﻟﻰ ﺃﻜﺜﺭ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺘﻲ ﺘﺒﻨﺘﻬﺎ ﻫﺫﻩ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪،‬‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﻌﺘﻤﺩﺓ ﻭﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻏﻴﺭ ﺍﻟﻤﻌﺘﻤﺩﺓ ﻴﺘﻀﺢ ﺃﻥ‬
‫ﻭﺍﻟﻨﺘﺎﺌﺞ ﻤﻭﻀﺤﺔ ﻓﻲ ﺍﻟﺠﺩﻭل ﺭﻗﻡ )‪(21‬‬ ‫ﻟﻠﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﻌﺘﻤﺩﺓ ﺩﺭﺠﺎﺕ ﺃﻋﻠﻰ ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻏﻴﺭ ﺍﻟﻤﻌﺘﻤﺩﺓ‬
‫ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ‪.‬‬
‫‪-562-‬‬
‫ﺍﻟﻤﺠﻠﺩ ‪ ،10‬ﺍﻟﻌﺩﺩ ‪2014 ،4‬‬
‫ﹼ‬ ‫ا‪ ‬ا‪‬رد‪  ‬إدارة ا‪‬ل‪،‬‬
‫ﺠﺩﻭل )‪(21‬‬
‫ﻨﺘﺎﺌﺞ ﺍﺨﺘﺒﺎﺭ )‪ (Mann-Whitney‬ﻻﺨﺘﺒﺎﺭ ﺍﻟﻔﺭﻭﻕ ﺒﻴﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻓﻲ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺘﺒﻌﺎ ﻟﻤﺘﻐﻴﺭ ﺍﻟﺤﺼﻭل‬
‫ﻋﻠﻰ ﺍﻻﻋﺘﻤﺎﺩ‬
‫ﻤﺴﺘﻭﻯ ﺩﻻﻟﺔ‬ ‫ﻤﺘﻭﺴﻁ ﺤﺠﻡ ﻗﻴﻤﺔ ﺍﻻﺨﺘﺒﺎﺭ‬ ‫ﺍﻻﻨﺤﺭﺍﻑ‬ ‫ﺍﻟﻤﺘﻭﺴﻁ‬ ‫ﻓﺌﺎﺕ ﺍﻟﻤﺘﻐﻴﺭ‬
‫ﻗﻴﻤﺔ ‪Z‬‬ ‫ﺍﻟﻤﺘﻐﻴﺭ ﺍﻟﺘﺎﺒﻊ‬
‫ﺍﻻﺨﺘﺒﺎﺭ )‪(sig‬‬ ‫ﺍﻟﺭﺘﺏ ﺍﻟﻌﻴﻨﺎﺕ ﻤﺎﻥ‪ -‬ﻭﻴﺘﻨﻲ‬ ‫ﺍﻟﻤﻌﻴﺎﺭﻱ‬ ‫ﺍﻟﺤﺴﺎﺒﻲ‬ ‫ﺍﻟﻤﺴﺘﻘل‬
‫‪46‬‬ ‫‪24.34‬‬ ‫‪0.69‬‬ ‫‪2.04‬‬ ‫ﻏﻴﺭ ﻤﻌﺘﻤﺩ‬ ‫ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ‬

‫‪000‬‬ ‫‪-5.765-‬‬ ‫‪38.500‬‬ ‫ﻟﻼﺘﺼﺎل ﻭﺘﺒﺎﺩل‬
‫‪19‬‬ ‫‪53.97‬‬ ‫‪0.48‬‬ ‫‪3. 95‬‬ ‫ﻤﻌﺘﻤﺩ‬
‫ﺍﻟﺒﻴﺎﻨﺎﺕ‬
‫‪46‬‬ ‫‪24.13‬‬ ‫‪0.81‬‬ ‫‪1.63‬‬ ‫ﻏﻴﺭ ﻤﻌﺘﻤﺩ‬ ‫ﻨﻅﻡ ﺍﻷﻋﻤﺎل‬
‫‪000‬‬ ‫‪-5.909-‬‬ ‫‪29.000‬‬
‫‪19‬‬ ‫‪54.47‬‬ ‫‪0. 52‬‬ ‫‪3.93‬‬ ‫ﻤﻌﺘﻤﺩ‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬
‫‪46‬‬ ‫‪24.47‬‬ ‫‪0.79‬‬ ‫‪1.86‬‬ ‫ﻏﻴﺭ ﻤﻌﺘﻤﺩ‬ ‫ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ‬
‫‪000‬‬ ‫‪-5.682-‬‬ ‫‪44.500‬‬
‫‪19‬‬ ‫‪53.66‬‬ ‫‪0.50‬‬ ‫‪3.91‬‬ ‫ﻤﻌﺘﻤﺩ‬ ‫ﺍﻟﺼﺤﻴﺔ‬
‫ﻟﻬﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ‪ ،‬ﻭﻴﻌﻭﺩ ﺫﻟﻙ ﺇﻟﻰ ﻭﺠﻭﺩ ﻋﺩﺩ ﻤﻥ‬ ‫ﺒﻤﺭﺍﺠﻌﺔ ﻤﺴﺘﻭﻴﺎﺕ ﺍﻟﺩﻻﻟﺔ ﻟﻘﻴﻤﺔ ‪ Z‬ﻨﺠﺩ ﺃﻨﻬﺎ ﺃﻗل ﻤﻥ‪.05‬‬
‫ﺍﻟﻤﻌﻭﻗﺎﺕ ﺍﻟﺘﻲ ﺘﺤﻭل ﺩﻭﻥ ﺘﻭﻅﻴﻑ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﻭﻤﻥ‬ ‫ﻟﺠﻤﻴﻊ ﺍﻷﺒﻌﺎﺩ ﻭﻋﻠﻴﺔ ﻓﺈﻨﻨﺎ ﻨﺭﻓﺽ ﺍﻟﻔﺭﻀﻴﺔ ﺍﻟﺼﻔﺭﻴﺔ ﻭﻨﻘﺒل‬
‫ﺃﺒﺭﺯﻫﺎ ﺍﻟﻤﻌﻭﻗﺎﺕ ﺍﻟﻤﺎﻟﻴﺔ ﻭﺍﻹﺩﺍﺭﻴﺔ‪.‬‬ ‫ﺒﺎﻟﻔﺭﻀﻴﺔ ﺍﻟﺒﺩﻴﻠﺔ ﺍﻟﺘﻲ ﺘﻔﺘﺭﺽ ﻭﺠﻭﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻟﺔ‬
‫‪ .2‬ﺘﺒﻴﻥ ﻤﻥ ﺨﻼل ﺍﻟﻨﺘﺎﺌﺞ ﺃﻥ ﺘﻭﻅﻴﻑ ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ‬ ‫ﺇﺤﺼﺎﺌﻴﺔ ﻓﻲ ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﻟﻜل ﺘﻘﻨﻴﺔ ﻤﻥ ﻫﺫﻩ‬
‫ﻟﻼﺘﺼﺎل ﻭﺘﺒﺎﺩل ﺍﻟﺒﻴﺎﻨﺎﺕ ﻭﻤﺸﺎﺭﻜﺔ ﺍﻟﻤﻠﻔﺎﺕ ﻜﺎﻨﺕ‬ ‫ﺍﻟﺘﻘﻨﻴﺎﺕ ﺘﻌﺯﻯ ﻟﻤﺘﻐﻴﺭ ﺤﺼﻭل ﺍﻟﻤﺴﺘﺸﻔﻰ ﻋﻠﻰ ﺍﻻﻋﺘﻤﺎﺩ‪.‬‬
‫ﺃﻜﺜﺭ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺘﻲ ﺘﺒﻨﺘﻬﺎ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ‪ ،‬ﻭﻫﺫﺍ‬ ‫ﻭﺒﺎﻟﻨﻅﺭ ﺇﻟﻰ ﺭﺘﺒﺔ ﻤﺘﻭﺴﻁ ﻜل ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻐﻴﺭ ﻤﻌﺘﻤﺩﺓ‬
‫ﻴﻌﺩ ﻤﺅﺸﺭ ﺇﻴﺠﺎﺒﻲ ﻟﺘﻭﺠﻪ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻨﺤﻭ ﺘﺒﻨﻲ‬ ‫ﻭﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﻌﺘﻤﺩﺓ ﻴﺘﻀﺢ ﺃﻥ ﻟﻠﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﻌﺘﻤﺩﺓ‬
‫ﺘﻁﺒﻴﻘﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺤﻴﺙ ﺇﻥ ﻨﻘﻁﺔ ﺍﻟﺒﺩﺍﻴﺔ‬ ‫ﺩﺭﺠﺎﺕ ﺃﻋﻠﻰ ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻐﻴﺭ ﻤﻌﺘﻤﺩﺓ ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺘﺒﻨﻲ‬
‫ﺘﺘﻤﺜل ﻓﻲ ﺘﻭﻓﻴﺭ ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻟﻬﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﻭﻤﻥ‬ ‫ﻜل ﺘﻘﻨﻴﺔ ﻤﻥ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ‪.‬‬
‫ﺃﻫﻤﻬﺎ ﺨﺩﻤﺔ ﺍﻟﻭﺼﻭل ﻟﻼﻨﺘﺭﻨﺕ ﻭﺘﻭﻓﺭ ﻤﻭﻗﻊ‬ ‫ﻭﺒﺎﻟﻨﻅﺭ ﺇﻟﻰ ﻗﻴﻡ ﺍﻟﻭﺴﻁ ﺍﻟﺤﺴﺎﺒﻲ ﻨﺠﺩ ﺃﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬
‫ﺍﻟﻜﺘﺭﻭﻨﻲ ﻴﻨﻔﺫ ﺒﻌﺽ ﺍﻟﺨﺩﻤﺎﺕ ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪ ،‬ﻭﺘﺘﻔﻕ‬ ‫ﺍﻟﻤﻌﺘﻤﺩﺓ ﺘﺘﺒﻨﻰ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺒﻤﺴﺘﻭﻯ ﻤﺭﺘﻔﻊ‪ ،‬ﺃﻤﺎ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬
‫ﺍﻟﺩﺭﺍﺴﺔ ﻓﻲ ﻫﺫﻩ ﺍﻟﻨﺘﻴﺠﺔ ﻤﻊ ﻤﺎ ﺘﻭﺼﻠﺕ ﺇﻟﻴﻪ ﺩﺭﺍﺴﺔ‬ ‫ﺍﻟﻐﻴﺭ ﻤﻌﺘﻤﺩﺓ ﻓﺈﻨﻬﺎ ﺘﺘﺒﻨﻰ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺒﻤﺴﺘﻭﻯ ﻤﻨﺨﻔﺽ‪.‬‬
‫)‪.(Giannakouris and Smihily, 2013‬‬
‫‪ .3‬ﺃﻅﻬﺭﺕ ﺍﻟﺩﺭﺍﺴﺔ ﻭﺠﻭﺩ ﺘﺤﺩﻴﺎﺕ ﺘﻭﺍﺠﻪ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ‬ ‫ﻤﻨﺎﻗﺸﺔ ﺍﻟﻨﺘﺎﺌﺞ‪:‬‬
‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ‪ ،‬ﻭﻜﺎﻥ‬ ‫‪ .1‬ﺃﻅﻬﺭﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺍﻨﺨﻔﺎﺽ ﻤﺴﺘﻭﻯ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ‬
‫ﻋﻠﻰ ﺭﺃﺱ ﻫﺫﻩ ﺍﻟﺘﺤﺩﻴﺎﺕ ﺍﻟﻤﺎﻟﻴﺔ‪ ،‬ﺜﻡ ﺍﻹﺩﺍﺭﻴﺔ‪ ،‬ﺜﻡ‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﻔﻌﺎﻟﻴﺔ ﺒﺸﻜل ﻤﺠﻤل ﻓﻲ‬
‫ﺍﻟﺘﻘﻨﻴﺔ‪ ،‬ﺜﻡ ﺍﻟﺒﺸﺭﻴﺔ‪ ،‬ﺒﺎﻹﻀﺎﻓﺔ ﻟﻭﺠﻭﺩ ﻤﺤﺩﺩﺍﺕ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﻤﻨﻁﻘﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﻋﻤﻭﻤﺎﹰ‪،‬‬
‫ﺃﺨﺭﻯ‪ ،‬ﺤﻴﺙ ﻴﻌﺩ ﻭﺠﻭﺩ ﻤﺜل ﻫﺫﻩ ﺍﻟﺘﺤﺩﻴﺎﺕ ﺃﻤﺭﺍ‬ ‫ﻭﺃﻥ ﻓﻘﻁ )‪ (%35‬ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﺒﺤﻭﺜﺔ ﺘﺴﻴﺭ‬
‫ﻤﻨﻁﻘﻴﺎ ﻟﻤﺎ ﻴﺘﻁﻠﺒﻪ ﺘﺒﻨﻲ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﻤﻥ ﺘﻐﻴﺭ ﺸﺎﻤل‬
‫ﹰ‬ ‫ﻓﻲ ﻁﺭﻴﻕ ﺍﻻﺴﺘﻔﺎﺩﺓ ﻤﻥ ﺤﻠﻭل ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ‪ ،‬ﺃﻤﺎ ﺒﻘﻴﺔ‬
‫ﻴﻐﻁﻲ ﺠﻤﻴﻊ ﻤﺠﺎﻻﺕ ﻭﺃﻨﺸﻁﺔ ﺍﻟﻤﻨﻅﻤﺔ ﻭﻤﺎ ﻴﺘﺭﺘﺏ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻓﻤﺎ ﺯﺍﻟﺕ ﺨﺎﺭﺝ ﻨﻁﺎﻕ ﺍﻟﺘﺒﻨﻲ ﺍﻟﻔﺎﻋل‬
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‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﻥ ﺨﻼل ﺭﺒﻁ ﺍﻟﻨﻅﺭﻴﺔ‬ ‫ﻋﻠﻰ ﺫﻟﻙ ﻤﻥ ﺘﻜﺎﻟﻴﻑ ﺒﺎﻫﻅﺔ ﻗﺩ ﺘﻜﻭﻥ ﺃﻜﺒﺭ ﻤﻥ ﻗﺩﺭﺓ‬
‫ﺒﺎﻟﺘﻁﺒﻴﻕ ﺒﺤﻴﺙ ﺘﺴﺘﻨﺩ ﻫﺫﻩ ﺍﻹﺴﺘﺭﺍﺘﻴﺠﻴﺎﺕ ﻋﻠﻰ ﻨﺘﺎﺌﺞ‬ ‫ﺍﻟﻤﻨﻅﻤﺎﺕ‪ ،‬ﻭﺘﺘﻔﻕ ﺍﻟﺩﺭﺍﺴﺔ ﻓﻲ ﻫﺫﺍ ﺍﻟﺼﺩﺩ ﻤﻊ ﻤﺎ‬
‫ﺍﻟﺩﺭﺍﺴﺎﺕ ﺍﻟﺴﺎﺒﻘﺔ ﺍﻟﻤﺭﺘﺒﻁﺔ ﺒﺎﻟﻤﻭﻀﻭﻉ ﻭﻨﺘﺎﺌﺞ ﻫﺫﻩ‬ ‫ﺘﻭﺼﻠﺕ ﺇﻟﻴﻪ ﺩﺭﺍﺴﺔ )ﺍﻟﻤﺴﻌﻭﺩﻱ‪ (2010 ،‬ﻭﺩﺭﺍﺴﺔ‬
‫ﻓﻤﺜﻼ ﻴﻤﻜﻨﻬﺎ ﺍﻟﺴﻴﺭ ﻓﻲ ﻁﺭﻴﻕ ﺍﻟﺤﺼﻭل‬ ‫ﹰ‬ ‫ﺍﻟﺩﺭﺍﺴﺔ‪،‬‬ ‫)‪ (Lin and et al, 2010‬ﻭﺩﺭﺍﺴﺔ ) ‪The‬‬
‫ﻋﻠﻰ ﺍﻻﻋﺘﻤﺎﺩ ﺒﺸﻜل ﻤﺒﺩﺌﻲ ﻷﻥ ﺫﻟﻙ ﺴﻭﻑ ﻴﺴﺎﻋﺩﻫﺎ‬ ‫‪(European Commission,2006‬‬
‫ﻓﻲ ﺘﻭﻅﻴﻑ ﺘﻁﺒﻴﻘﺎﺕ ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﻓﻲ ﺇﺩﺍﺭﺓ‬ ‫‪ .4‬ﺃﻅﻬﺭﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺃﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺤﻜﻭﻤﻴﺔ ﻏﻴﺭ‬
‫ﺃﻋﻤﺎﻟﻬﺎ ﻓﻬﻲ ﺭﻜﻴﺯﺓ ﺃﺴﺎﺴﻴﺔ ﻤﻥ ﻤﺘﻁﻠﺒﺎﺕ ﺍﻻﻋﺘﻤﺎﺩ‪.‬‬ ‫ﺍﻟﺘﺎﺒﻌﺔ ﻟﻭﺯﺍﺭﺓ ﺍﻟﺼﺤﺔ ﺘﺘﺒﻨﻰ ﺘﻭﻅﻴﻑ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل‬
‫ﻴﺠﺏ ﻋﻠﻰ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺤﻜﻭﻤﻴﺔ ﺍﻟﺘﺎﺒﻌﺔ ﻟﻭﺯﺍﺭﺓ‬ ‫‪.2‬‬ ‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﻔﻌﺎﻟﻴﺔ ﺤﻴﺙ ﻜﺎﻥ ﺇﺠﺎﺒﺎﺕ ﻫﺫﻩ‬
‫ﺍﻟﺼﺤﺔ ﺃﻥ ﺘﺤﺫﻭ ﺤﺫﻭ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺤﻜﻭﻤﻴﺔ ﻏﻴﺭ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻋﻠﻰ ﺠﻤﻴﻊ ﻓﻘﺭﺍﺕ ﺍﻻﺴﺘﺒﺎﻨﺔ ﻀﻤﻥ‬
‫ﺍﻟﺘﺎﺒﻌﺔ ﻟﻭﺯﺍﺭﺓ ﺍﻟﺼﺤﺔ ﻓﻲ ﻫﺫﺍ ﺍﻟﻤﺠﺎل ﻭﺃﻥ ﺘﺴﺘﻔﻴﺩ‬ ‫ﺍﻟﻤﻭﺍﻓﻘﺔ ﺍﻟﻤﺭﺘﻔﻌﺔ ﻭﻜﺎﻥ ﺃﻜﺜﺭ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﺘﻲ ﻭﻅﻔﺘﻬﺎ‬
‫ﻤﻥ ﺘﺠﺭﺒﺘﻬﺎ ﻓﻲ ﺘﻭﻅﻴﻑ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪.‬‬ ‫ﻫﺫﻩ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻫﻲ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬
‫ﺒﺎﻹﻀﺎﻓﺔ ﺇﻟﻰ ﺫﻟﻙ ﻓﻼﺒﺩ ﻤﻥ ﺘﻀﺎﻓﺭ ﺍﻟﺠﻬﻭﺩ ﻭﺍﻟﺘﻨﺴﻴﻕ ﺒﻴﻥ‬ ‫‪.3‬‬ ‫ﻭﺒﺎﻟﺫﺍﺕ ﻨﻅﻡ ﺇﺩﺍﺭﺓ ﺍﻟﻌﻼﻗﺔ ﻤﻊ ﺍﻟﻌﻤﻼﺀ ﻭﻨﻅﻡ ﺘﺨﻁﻴﻁ‬
‫ﺠﻤﻴﻊ ﺍﻷﻁﺭﺍﻑ )ﺍﻟﺤﻜﻭﻤﺔ‪ ،‬ﺍﻟﻘﻁﺎﻉ ﺍﻷﻫﻠﻲ‪ ،‬ﻤﺯﻭﺩﻱ‬ ‫ﻤﻭﺍﺭﺩ ﺍﻟﻤﻨﺸﺄﺓ‪ ،‬ﺤﻴﺙ ﺇﻥ ﻫﺫﻩ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺴﻭﺍﺀ‬
‫ﺨﺩﻤﺎﺕ ﺘﻘﻨﻴﺔ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ‪ ،‬ﻭﻤﺯﻭﺩﻱ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻟﻁﺒﻴﺔ‪ ،‬ﺍﻟﻤﺭﺍﻜﺯ‬ ‫ﻜﺎﻨﺕ ﺍﻟﻌﺴﻜﺭﻴﺔ ﺃﻭ ﺍﻟﺘﺎﺒﻌﺔ ﻟﻠﺠﺎﻤﻌﺎﺕ ﻭﻤﺭﺍﻜﺯ‬
‫ﺍﻟﺒﺤﺜﻴﺔ( ﻤﻥ ﺨﻼل ﻋﻘﺩ ﺍﻟﻤﺅﺘﻤﺭﺍﺕ ﻭﺍﻟﻠﻘﺎﺀﺍﺕ ﻭﻭﺭﺵ ﺍﻟﻌﻤل‬ ‫ﺍﻷﺒﺤﺎﺙ ﺃﻭ ﺍﻟﺸﺭﻜﺎﺕ ﺍﻟﻜﺒﺭﻯ ﻗﺩ ﺍﻫﺘﻤﺕ ﺒﺘﻭﻅﻴﻑ‬
‫ﻤﻥ ﺃﺠل ﺍﻟﺒﺤﺙ ﻋﻥ ﺤﻠﻭل ﻭﺍﺴﺘﻜﺸﺎﻑ ﺍﻟﻔﺭﺹ ﺍﻟﺘﻲ ﺘﻌﻤل‬ ‫ﺍﻟﺘﻘﻨﻴﺔ ﻓﻲ ﺇﺩﺍﺭﺓ ﺃﻋﻤﺎﻟﻬﺎ ﻭﺘﻘﺩﻴﻡ ﺨﺩﻤﺎﺘﻬﺎ ﻜﺫﻟﻙ ﺘﺒﻨﺕ‬
‫ﻋﻠﻰ ﺘﺫﻟﻴل ﺍﻟﻌﻘﺒﺎﺕ ﺍﻟﺘﻲ ﺘﺤﻭل ﺩﻭﻥ ﺘﻭﻅﻴﻑ ﺘﻘﻨﻴﺎﺕ‬ ‫ﺍﻟﺘﻭﺠﻪ ﻨﺤﻭ ﺍﻟﻌﻤﻴل ﻭﺇﻗﺎﻤﺔ ﻋﻼﻗﺔ ﻁﻴﺒﺔ ﻤﻌﻪ ‪.‬‬
‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﻗﻁﺎﻉ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪.‬‬ ‫‪ .5‬ﺃﻅﻬﺭﺕ ﺍﻟﺩﺭﺍﺴﺔ ﺃﻥ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬
‫ﺇﺠﺭﺍﺀ ﺍﻟﻤﺯﻴﺩ ﻤﻥ ﺍﻟﺩﺭﺍﺴﺎﺕ ﻟﻠﻜﺸﻑ ﻋﻥ ﺍﻟﻌﻭﺍﻤل‬ ‫‪.4‬‬ ‫ﻴﺭﺘﺒﻁ ﺍﺭﺘﺒﺎﻁﺎﹰ ﻭﺜﻴﻘﺎﹰ ﺒﻨﻭﻉ ﺍﻟﻤﺴﺘﺸﻔﻰ ﺤﻴﺙ ﺇﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬
‫ﺍﻟﻤﺅﺜﺭﺓ ﻓﻲ ﺘﺤﻔﻴﺯ ﺘﺒﻨﻲ ﺤﻠﻭل ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﺍﻟﺘﺨﺼﺼﻴﺔ ﺃﻜﺜﺭ ﺘﻭﻅﻴﻔﺎﹰ ﻟﻸﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﻘﺎﺭﻨﺔ ﻤﻊ‬
‫ﻤﻥ ﻗﺒل ﻤﻨﻅﻤﺎﺕ ﺍﻟﻘﻁﺎﻉ ﺍﻟﺼﺤﻲ‪.‬‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻌﺎﻤﺔ‪ ،‬ﻭﺘﺘﺄﺜﺭ ﺃﻴﻀﺎﹰ ﺒﻤﺩﻯ ﺤﺼﻭل ﺍﻟﻤﺴﺘﺸﻔﻰ‬
‫ﺇﻋﺎﺩﺓ ﺇﺠﺭﺍﺀ ﺩﺭﺍﺴﺎﺕ ﺍﺴﺘﻜﺸﺎﻓﻴﺔ ﻟﻔﺤﺹ ﻤﺩﻯ ﺘﺒﻨﻲ ﺤﻠﻭل‬ ‫‪.5‬‬ ‫ﻋﻠﻰ ﺍﻻﻋﺘﻤﺎﺩ ﻟﺼﺎﻟﺢ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻤﻌﺘﻤﺩﺓ‪ ،‬ﻭﻜﺫﻟﻙ ﺒﺎﻟﻌﻤﺭ‬
‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻤﻥ ﻗﺒل ﻤﺴﺘﺸﻔﻴﺎﺕ ﻓﻲ ﻤﻨﺎﻁﻕ ﺃﺨﺭﻯ‬ ‫ﺍﻟﺯﻤﻨﻲ ﻟﺼﺎﻟﺢ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﻜﺒﻴﺭﺓ‪ ،‬ﻭﺃﺨﻴﺭﺍﹰ ﺘﺒﻴﻥ ﺃﻥ‬
‫ﻓﻲ ﺍﻟﻤﻤﻠﻜﺔ ﻟﻠﺘﻌﺭﻑ ﻋﻠﻰ ﻤﺯﻴﺩ ﻤﻥ ﺍﻟﻌﻭﺍﻤل ﺍﻟﻤﺅﺜﺭﺓ ﻓﻲ‬ ‫ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺫﺍﺕ ﺍﻟﺤﺠﻡ ﺍﻟﻜﺒﻴﺭ ﺍﺴﺘﻨﺎﺩﺍ ﺇﻟﻰ ﻋﺩﺩ ﺍﻷﺴﺭﺓ‬
‫ﺫﻟﻙ ﺴﻭﺍﺀ ﻜﺎﻨﺕ ﻤﺤﻔﺯﺍﺕ ﺃﻭ ﻤﻌﻴﻘﺎﺕ‪.‬‬ ‫ﺘﺘﺠﻪ ﻨﺤﻭ ﺘﺒﻨﻲ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﺒﻔﻌﺎﻟﻴﺔ ﺃﻜﺒﺭ‬
‫ﻜﻤﺎ ﺘﻭﺼﻲ ﺍﻟﺩﺭﺍﺴﺔ ﺒﺈﺠﺭﺍﺀ ﺩﺭﺍﺴﺎﺕ ﺘﻁﺒﻴﻘﻴﺔ ﺘﻘﺩﻡ‬ ‫‪.6‬‬ ‫ﻤﻘﺎﺭﻨﺔ ﻤﻊ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺼﻐﻴﺭﺓ ﺍﻟﺤﺠﻡ‪ ،‬ﺤﻴﺙ ﺍﺘﻔﻘﺕ‬
‫ﻨﻤﺎﺫﺝ ﻟﻠﺘﻁﺒﻴﻕ ﺍﻟﻨﺎﺠﺢ ﻟﻸﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ‬ ‫ﺍﻟﺩﺭﺍﺴﺔ ﻓﻲ ﺫﻟﻙ ﻤﻊ ﺩﺭﺍﺴﺔ ‪(Mikalef and‬‬
‫ﺍﻟﻘﻁﺎﻉ ﺍﻟﺼﺤﻲ‪ ،‬ﻭﻴﻤﻜﻥ ﺒﺩﺍﻴﺔ ﺍﻟﺘﺭﻜﻴﺯ ﻋﻠﻰ ﻤﺭﺍﻜﺯ‬ ‫)‪ Batenburg, 2011‬ﻭﺩﺭﺍﺴﺔ ‪(Giannakouris‬‬
‫ﺍﻟﺭﻋﺎﻴﺔ ﺍﻟﺼﺤﻴﺔ ﺍﻷﻭﻟﻴﺔ ﻭﺒﻨﺎﺀ ﻨﻅﺎﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ‬ ‫)‪and Smihily, 2013‬‬
‫ﺤﺎﺴﻭﺒﻴﺎ ﺒﺎﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬
‫ﹰ‬ ‫ﺍﻟﺼﺤﻲ ﻓﻴﻬﺎ ﺜﻡ ﺭﺒﻁﻬﺎ‬
‫ﺍﻟﻌﺎﻤﺔ‪ ،‬ﺜﻡ ﺍﻟﺭﺒﻁ ﻤﻊ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺘﺨﺼﺼﻴﺔ‬ ‫ﺍﻟﺘﻭﺼﻴﺎﺕ ‪:‬‬
‫ﻟﻠﻭﺼﻭل ﺇﻟﻰ ﺍﻟﺘﻜﺎﻤل ﻓﻲ ﺘﻘﺩﻴﻡ ﺍﻟﺨﺩﻤﺎﺕ ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪،‬‬ ‫ﺍﺴﺘﻨﺎﺩﺍ ﺇﻟﻰ ﻤﺎ ﺴﺒﻕ ﺘﻘﺩﻡ ﺍﻟﺩﺭﺍﺴﺔ ﺍﻟﺘﻭﺼﻴﺎﺕ ﺍﻵﺘﻴﺔ‪:‬‬
‫ﻭﺼﻭﻻ ﺇﻟﻰ ﺒﻨﺎﺀ ﻨﻅﺎﻡ ﺍﻟﺴﺠل ﺍﻹﻟﻜﺘﺭﻭﻨﻲ ﺍﻟﻤﻭﺤﺩ‬ ‫ﹰ‬ ‫‪ .1‬ﻴﺠﺏ ﻋﻠﻰ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﻋﻠﻰ ﺍﺨﺘﻼﻓﻬﺎ ﺃﻥ ﺘﻀﻊ‬
‫ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻟﻤﻤﻠﻜﺔ‪.‬‬ ‫ﺇﺴﺘﺭﺍﺘﻴﺠﻴﺔ ﻨﺎﺠﺤﺔ ﻟﺘﺤﻔﻴﺯ ﺘﺒﻨﻲ ﺘﻁﺒﻴﻘﺎﺕ ﻭﺤﻠﻭل‬
‫‪-564-‬‬
2014 ،4 ‫ ﺍﻟﻌﺩﺩ‬،10 ‫ﺍﻟﻤﺠﻠﺩ‬
‫ﹼ‬ ،‫ل‬‫ إدارة ا‬ ‫رد‬‫ ا‬‫ا‬
‫ﺍﻟﻤﺭﺍﺠـﻊ‬
‫ﺍﻟﻤﺭﺍﺠﻊ ﺍﻟﻌﺭﺒﻴﺔ‬
‫( ﺃﺜﺭ‬2012) ‫ ﻫﻴﺜﻡ‬،‫ ﻭﺍﻟﻌﺒﺎﺩﻱ‬،‫ ﻨﻤﺭ‬،‫ ﺍﻟﺴﻠﻴﺤﺎﺕ‬،‫ ﺍﺴﻌﻭﺩ‬،‫ﺍﻟﻤﺤﺎﻤﻴﺩ‬ ‫( ﺃﺜﺭ ﺍﺴﺘﺨﺩﺍﻡ ﺘﻜﻨﻭﻟﻭﺠﻴﺎ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ‬2012) ‫ ﺃﺤﻤﺩ ﻭﻟﻴﺩ‬،‫ﺃﺒﻭ ﺸﻜﺭ‬
‫ﺠﻭﺩﺓ ﺨﺩﻤﺎﺕ ﻭﻭﻅﺎﺌﻑ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ‬ ‫ ﺩﺭﺍﺴﺔ ﺘﻁﺒﻴﻘﻴﺔ‬:‫ﻓﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺨﺎﺼﺔ ﻋﻠﻰ ﺠﻭﺩﺓ ﺍﻟﺨﺩﻤﺎﺕ‬
‫ ﺩﺭﺍﺴﺔ ﻤﻴﺩﺍﻨﻴﺔ ﻓﻲ ﺍﻟﺒﻨﻭﻙ‬،‫ﺍﻻﺴﺘﺨﺩﺍﻡ ﺍﻟﻔﻌﻠﻲ ﻟﺘﻠﻙ ﺍﻟﻨﻅﻡ‬ ‫ﻋﻠﻰ ﻋﻴﻨﺔ ﻤﻥ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ ﺍﻟﺨﺎﺼﺔ ﻓﻲ ﻤﺩﻴﻨﺔ ﻋﻤﺎﻥ ﻤﻥ ﻭﺠﻬﺔ‬
8 ،‫ﺍﻟﻤﺠﻠﺔ ﺍﻷﺭﺩﻨﻴﺔ ﻓﻲ ﺇﺩﺍﺭﺓ ﺍﻷﻋﻤﺎل‬،‫ﺍﻟﻌﺎﻤﻠﺔ ﻓﻲ ﺍﻷﺭﺩﻥ‬ ‫ ﻜﻠﻴﺔ‬،‫ ﺭﺴﺎﻟﺔ ﻤﺎﺠﺴﺘﻴﺭ ﻏﻴﺭ ﻤﻨﺸﻭﺭﺓ‬،‫ﻨﻅﺭ ﺍﻟﻤﻭﻅﻔﻴﻥ ﻭﺍﻟﻤﺭﻀﻰ‬
.787-762 :(4) .‫ ﺠﺎﻤﻌﺔ ﺍﻟﺸﺭﻕ ﺍﻷﻭﺴﻁ‬:‫ﺍﻷﻋﻤﺎل‬
‫( ﻤﻌﻭﻗﺎﺕ ﺘﻁﺒﻴﻕ ﺍﻹﺩﺍﺭﺓ‬2010) ‫ ﺴﻤﻴﺭﺓ ﻤﻁﺭ‬،‫ﺍﻟﻤﺴﻌﻭﺩﻱ‬ ‫( ﻨﻅﻡ ﺍﻟﻤﻌﻠﻭﻤﺎﺕ ﺍﻟﺼﺤﻴﺔ‬2010) ‫ ﻤﺼﺒﺎﺡ ﻋﺒﺩﺍﻟﻬﺎﺩﻱ‬،‫ﺍﻟﺩﻭﻴﻙ‬
‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺇﺩﺍﺭﺓ ﺍﻟﻤﻭﺍﺭﺩ ﺍﻟﺒﺸﺭﻴﺔ ﺒﺎﻟﻘﻁﺎﻉ ﺍﻟﺼﺤﻲ‬ ‫ ﺩﺭﺍﺴﺔ‬: ‫ﺍﻟﻤﺤﻭﺴﺒﺔ ﻭﺃﺜﺭﻫﺎ ﻓﻲ ﺍﻟﻘﺭﺍﺭﺍﺕ ﺍﻹﺩﺍﺭﻴﺔ ﻭﺍﻟﻁﺒﻴﺔ‬
‫ﺍﻟﺨﺎﺹ ﺒﻤﺩﻴﻨﺔ ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﻤﻥ ﻭﺠﻬﺔ ﻨﻅﺭ ﻤﺩﻴﺭﻱ ﻭﻤﻭﻅﻔﻲ‬ ‫ ﺭﺴﺎﻟﺔ ﻤﺎﺠﺴﺘﻴﺭ ﻏﻴﺭ‬،‫ﺘﻁﺒﻴﻘﻴﺔ ﻋﻠﻰ ﻤﺴﺘﺸﻔﻰ ﻏﺯﺓ ﺍﻷﻭﺭﺒﻲ‬
‫ ﻜﻠﻴﺔ‬،‫ ﺭﺴﺎﻟﺔ ﻤﺎﺠﺴﺘﻴﺭ ﻏﻴﺭ ﻤﻨﺸﻭﺭﺓ‬،‫ﺍﻟﻤﻭﺍﺭﺩ ﺍﻟﺒﺸﺭﻴﺔ‬ ‫ﻏﺯﺓ‬-‫ ﺍﻟﺠﺎﻤﻌﺔ ﺍﻹﺴﻼﻤﻴﺔ‬: ‫ ﻜﻠﻴﺔ ﺍﻟﺘﺠﺎﺭﺓ‬،‫ﻤﻨﺸﻭﺭﺓ‬
.‫ ﺍﻟﻤﻤﻠﻜﺔ ﺍﻟﻤﺘﺤﺩﺓ‬-‫ ﺍﻟﺠﺎﻤﻌﺔ ﺍﻻﻓﺘﺭﺍﻀﻴﺔ ﺍﻟﺩﻭﻟﻴﺔ‬:‫ﺍﻷﻋﻤﺎل‬ ‫( ﺃﺜﺭ ﺘﻁﺒﻴﻘﺎﺕ ﻨﻅﻡ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ‬2013) ‫ ﺜﺎﻤﺭ ﻨﻭﺍﻑ‬،‫ﺍﻟﺯﺒﻥ‬
.1433 ‫ ﺍﻟﻜﺘﺎﺏ ﺍﻹﺤﺼﺎﺌﻲ ﺍﻟﺴﻨﻭﻱ‬،‫ﻭﺯﺍﺭﺓ ﺍﻟﺼﺤﺔ‬ ‫ ﺭﺴﺎﻟﺔ‬،‫ ﺩﺭﺍﺴﺔ ﻤﻴﺩﺍﻨﻴﺔ ﻓﻲ ﺸﺭﻜﺎﺕ ﺍﻷﺩﻭﻴﺔ ﺍﻷﺭﺩﻨﻴﺔ‬:‫ﺫﻜﺎﺀ ﺍﻟﻤﻨﻅﻤﺔ‬
.‫ ﺠﺎﻤﻌﺔ ﺍﻟﺸﺭﻕ ﺍﻷﻭﺴﻁ‬:‫ ﻜﻠﻴﺔ ﺍﻷﻋﻤﺎل‬،‫ﻤﺎﺠﺴﺘﻴﺭ ﻏﻴﺭ ﻤﻨﺸﻭﺭﺓ‬
‫ﺍﻟﻤﺭﺍﺠﻊ ﺍﻟﻌﺭﺒﻴﺔ ﺒﺎﻟﻠﻐﺔ ﺍﻹﻨﺠﻠﻴﺯﻴﺔ‬

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‫ﹼ‬ ،‫ل‬‫ إدارة ا‬ ‫رد‬‫ ا‬‫ا‬
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-567-
‫ﻤﻌﺎﺫ ﻴﻭﺴﻑ ﺍﻟﺫﻨﻴﺒﺎﺕ‬ ...‫ﻤﺩﻯ ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‬
The Extent of Effective E-Business Technologies Adoption in Saudi Hospitals: An Applied Study on
Hospitals in Mecca Region
Mo'ath Y. Al-Thunaibat*
ABSTRACT
This study aimed to identify the extent of E-business technologies adoption by hospitals in Mecca region,
and to indicate its obstacles. The study was applied on a random sample consisted of 65 hospitals in
Mecca region. The questionnaire was built to collect data about the study variables. Descriptive statistics
and non-parametric tests, such as sign test, Kruskal- Wallis test and Mann-Whitney test, were used to
analyzing data and testing the hypotheses of the study. In conclusion, the study found that there is a low
level of E-business systems and technology adopted by government hospitals which are associated to
ministry of health, and private hospitals. On the other hand, the government hospitals which are not
associated to ministry of health were found to employ high level of E-business systems and technology,
specifically E-business systems. In addition, a significant relationship was revealed between the dependent
variables (type, size, accreditation and age of the hospitals) and adoption of E-business systems and
technology. However, adoption of e-business in hospitals are found to face several obstacles including
financial, administrative, technical and human resources. As recommendations, the study proposes some
practical strategies to improve the adoption of E-business technology by the hospitals.
KEYWORDS: E-Business Technologies, Hospitals Adoption, Mecca Region.
__________________________________________________
* Assistant Professor, Faculty of Administrative and Financial Sciences, Ta'if
University, Saudi Arabia.
momo250792@hotmail.com
Received on 15/4/2014 and Accepted for Publication on 23/7/2014.
-568-

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‫ﺍﻟﻤﺠﻠﺩ ‪ ،10‬ﺍﻟﻌﺩﺩ ‪2014 ،4‬‬

‫ﹼ‬ ‫ا‪ ‬ا‪‬رد‪  ‬إدارة ا‪‬ل‪،‬‬

‫ﻤﻌﺎﺫ ﻴﻭﺴﻑ ﺍﻟﺫﻨﻴﺒﺎﺕ*‬

‫ﺍﻟﻜﻠﻤﺎﺕ ﺍﻟﺩﺍﻟﺔ‪ :‬ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻻﻟﻜﺘﺭﻭﻨﻴﺔ‪ ،‬ﺘﺒﻨﻲ ﺍﻟﻤﺴﺘﺸﻔﻴﺎﺕ‪ ،‬ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ‪.‬‬

‫ﺍﻟﺠﻨﺴﻴﺎﺕ ﺍﺴﺘﻔﺎﺩﺕ ﻤﻨﺫ ﺍﻟﺒﺩﺍﻴﺔ ﻤﻥ ﻫﺫﻩ ﺍﻟﺘﻘﻨﻴﺎﺕ ﻭﻭﻅﻔﺘﻬﺎ ﻓﻲ‬ ‫ﺍﻟﻤﻘﺩﻤـﺔ‬

‫© ‪ 2014‬ﻋﻤﺎﺩﺓ ﺍﻟﺒﺤﺚ ﺍﻟﻌﻠﻤﻲ‪ /‬ﺍﳉﺎﻣﻌﺔ ﺍﻷﺭﺩﻧﻴﺔ‪ .‬ﲨﻴﻊ ﺍﳊﻘﻮﻕ ﳏﻔﻮﻇﺔ‪.‬‬ ‫‪-533-‬‬

‫ﺃﺴﺌﻠﺔ ﺍﻟﺩﺭﺍﺴﺔ‪:‬‬ ‫ﻴﻌﻜﺱ ﺃﻫﻤﻴﺔ ﺍﻋﺘﻤﺎﺩ ﻫﺫﻩ ﺍﻟﻤﻨﻅﻤﺎﺕ ﻋﻠﻰ ﺤﻠﻭل‬

‫ﻤﻜﺔ ﺍﻟﻤﻜﺭﻤﺔ ﻟﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪ ،‬ﻭﻤﺎ ﻫﻲ‬ ‫ﺍﻟﻤﻨﻬﺠﻴﺔ ﻭﺍﻹﺠﺭﺍﺀﺍﺕ‪:‬‬

‫ﻭﺍﻟﻤﺸﺎﺭﻜﺔ ﺒﺎﻟﻤﻠﻔﺎﺕ‪ ،‬ﻭﺘﺘﻀﻤﻥ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﻵﺘﻴﺔ ؛‬ ‫ﺃﺩﺍﺓ ﺍﻟﺩﺭﺍﺴﺔ‪:‬‬

‫ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ﻜﺎﻥ ﻤﻨﺨﻔﻀﺎﹰ‪.‬‬ ‫ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ ‪.‬‬

‫ﻤﺴﺘﻭﻯ‬ ‫ﺩﺭﺠﺔ‬ ‫ﻗﻴﻤﺔ ﺍﻻﺨﺘﺒﺎﺭ‬

‫ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺘﺒﻨﻲ ﻜل ﺘﻘﻨﻴﺔ ﻤﻥ ﺘﻘﻨﻴﺎﺕ ﺍﻷﻋﻤﺎل ﺍﻹﻟﻜﺘﺭﻭﻨﻴﺔ‪.‬‬

‫‪46‬‬ ‫‪24.34‬‬ ‫‪0.69‬‬ ‫‪2.04‬‬ ‫ﻏﻴﺭ ﻤﻌﺘﻤﺩ‬ ‫ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ‬

‫ﺍﻟﻤﺭﺍﺠﻊ ﺍﻟﻌﺭﺒﻴﺔ ﺒﺎﻟﻠﻐﺔ ﺍﻹﻨﺠﻠﻴﺯﻴﺔ‬

Medical Records System Adoption in European Association.

KEYWORDS: E-Business Technologies, Hospitals Adoption, Mecca Region.

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