The Reality of the Services Marketing at the Jordanian Civil Registry and Passport Department

Abstract

This study aimed to introduce the real situation of the services provided by the Jordanian Civil and Citizenship Department based on the citizens' point of view. This study adopted a descriptive analytical approach in which the questionnaire was the study tool. The study sample comprised 511 citizens and the results showed that the mean for the marketing of services was medium for all divisions, where, the electronic services had the highest mean followed by marketing, then the public relations and the least mean was for services fees.

According to the results of this study, the researcher recommended that more attention must be payed towards improving the services provided by the Jordanian Civil and Citizenship Department and their marketing. He also urges the Department to keep their hard work and efforts in order to achieve advanced and prosperous services and marketing and to ensure the empowerment of the relation between the employees and the citizens through social and personal communications.

Key words: Services marketing, the Jordanian Civil and Citizenship Department, Jordan.