Presenting A Model of the Social Factors Effective in the Service Quality of the Municipalities of Mazandaran
سال انتشار: 1399
نوع سند: مقاله ژورنالی
زبان: انگلیسی
مشاهده: 177
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شناسه ملی سند علمی:
JR_AMCI-4-1_006
تاریخ نمایه سازی: 6 دی 1400
چکیده مقاله:
As urban management, municipalities have a key role in the process of city management and organization. Certainly, to reach this performance, municipalities must have a proper management structure based on attracting the institutional participation of the people. Thus, the purpose of the study was to provide a model of social factors affecting the quality of services in the municipalities of Mazandaran. The study was applied in terms of purpose and survey concerning the method. The population was the experts familiar with the field of service quality (n = ۱۵), employees working in the municipalities of Mazandaran (n = ۳۵۶) and all clients of municipalities in Mazandaran (n = ۷۱۲). The study used model design and approval questionnaire, the questionnaire of social factors affecting service quality with ۷۵ questions and the service quality questionnaire with ۲۲ questions to collect data. Content Validity Ratio (CVR) of the social factors affecting service quality and service quality questionnaire was calculated as ۹۴.۹% and ۹۳.۸%, respectively. Cronbach's alpha coefficient of variables was estimated to be higher than ۰.۷ and the reliability was confirmed. Structural equation modeling (SEM) was used with the help of LISREL software to analyze the data. According to the results, the power of the relationship between social factors and service quality was ۰.۵۱, showing that the correlation is strong and desirable. The t-test was larger than ۵% error level that is ۱.۹۶ and showed a significant correlation. Moreover, the fit indices of the model showed that the proposed model was appropriate. According to the results, the managers of municipalities in Mazandaran are recommended to pay attention to employee behavior, employee competence and skills, innovation in service delivery, organizational coordination and accountability, organizational trust, organizational performance, social responsibility, employee work values to enhance service quality.
کلیدواژه ها:
نویسندگان
Hamdollah Manzari Tavakoli
Department of Management, Kerman Branch, Islamic Azad University, Kerman, Iran,
Sanjar Salajegheh
Assistant Professor, Department of Management, Kerman Branch, Islamic Azad University, Kerman, Iran,
Masoud Pourkiani
Department of Management, Kerman Branch, Islamic Azad University, Kerman, Iran,
Hojat Babaei
Department of Mathematics, Kerman Branch, Islamic Azad University, Kerman, Iran