Privatization of Government Services: Impact on Customer Satisfaction and the Mediating Role of HR Strategic Planning

The paper aims to reveal the impact of privatization of government services on customer satisfaction at the Survey and Land Registration Bureau in the Kingdom of Bahrain. It explores the mediating role of the agency's strategic planning for human resources. The study utilizes a quantitative descriptive analytical method and includes a sample of 209 clients who receive engineering services from the agency. The results show a positive and significant effect of service privatization on customer satisfaction and strategic HR planning. The competitive environment emerges as the most influential dimension, followed by administrative procedures and the flow of investments, while equity opportunities have the least impact. Overall, the study highlights the impact of service privatization on customer satisfaction, with strategic HR planning playing a mediating role. Keywords: privatization, customer satisfaction, strategic planning, human resources.