رابطه بین رفتار شهروندی سازمانی (OCB)، کیفیت خدمات و رضایت مراجعین: مطالعه‌ای موردی اداره کل پزشکی قانونی استان تهران
محورهای موضوعی : مطالعات رفتاری در مدیریت
حسین شهنوازی
1
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مژگان نیک پور
2
1 - دکتری مدیریت رفتار سازمانی، اداره کل پزشکی قانونی استان تهران، تهران، ایران
2 - کارشناس ارشد روانشناسی بالینی، سازمان پزشکی قانونی کشور، تهران، ایران
کلید واژه: رفتار شهروندی سازمانی, کیفیت خدمات, رضایت مشتری,
چکیده مقاله :
رفتار شهروندی سازمانی (OCB) به عنوان رفتاری متمایز از کارکنان، نقش مهمی در شکل‌دهی به کیفیت خدمات ارائه شده توسط کارکنان در پزشکی قانونی ایفا می‌کند و در نهایت منجر به افزایش رضایت مراجعین می‌شود. این پژوهش با هدف توضیح رابطه بین OCB، کیفیت خدمات و رضایت مراجعین در محیط پزشکی قانونی انجام شده است. درک مشتری برای توضیح سه مفهوم مورد استفاده در این پژوهش به کار رفته است. پاسخگویان شامل 30 کارمند تمام وقت و 100 مراجعه کننده (با نرخ پاسخگویی 63.29 درصد) به پزشکی قانونی استان تهران بودند. روش SEM-PLS برای تجزیه و تحلیل داده‌ها استفاده شد و نشان داد که OCB دارای رابطه مثبت و معنی‌داری با کیفیت خدمات است و کیفیت خدمات نیز رابطه مثبت و معنی‌داری با رضایت مشتری دارد. این نتایج یافته‌های پژوهش‌های قبلی را تأیید می‌کند. با این حال، پیشنهاد می‌شود که پژوهش‌های بیشتری انجام شود، زیرا رابطه بین کیفیت خدمات و رضایت مشتری به طور قابل توجهی ضعیف‌تر از نتایج پژوهش‌های قبلی بود.
Abstract: As a distinctive employee behavior, organizational citizenship behavior (OCB) plays an important role in shaping the quality of service provided by Reception workers to further enhance the feeling of satisfaction experienced by customers. This research aims to explain the relationship between OCB, service quality, and clients satisfaction in legal medicine. We use the perception of costumers in explaining the three constructs used in this research. The respondents are 30 full time workers and 100 clients of legal medicine (63.29% response rate) Tehran. SEM-PLS is used for the data analysis, yielding results that OCB has positive and significant relationship towards service quality, and service quality has positive and significant relationship towards customer satisfaction. Thus, the results confirm previous researchers’ findings. Future research direction is advised as the relationship between service quality and customer satisfaction is found to be significantly weaker than previous researchers’ results.
Organizational citizenship behavior, service quality, customer satisfaction
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