ارزیابی عملکرد شهرداری با تاکید بر سنجش میزان رضایت مندی ساکنین از خدمات شهری با استفاده از مدل کانو (نمونه موردی: شهرداری منطقه 1 شهر شیراز
محورهای موضوعی :
معماری و شهرسازی
کرامت الله زیاری
1
,
لیلا محمدی کاظم آبادی
2
,
حمیده زعیمی
3
,
محمد علی خانی زاده
4
1 - استاد، عضو هیأت علمی دانشکده جغرافیا، دانشگاه تهران، تهران، ایران.
2 - دانشجوی دکتری جغرافیا و برنامه ریزی شهری، دانشگاه مازندران، مازندران، ایران. * (مسوول مکاتبات)
3 - کارشناس ارشد برنامه ریزی شهری، دانشگاه آزاد اسلامی، یاسوج، ایران.
4 - کارشناس ارشد برنامه ریزی شهری، اداره کل تشخیص و وصول درآمد شهرداری شیراز، شیراز، ایران.
تاریخ دریافت : 1396/07/01
تاریخ پذیرش : 1397/01/22
تاریخ انتشار : 1400/08/01
کلید واژه:
شهرداری,
مدل کانو,
خدمات,
رضایتمندی,
شهر شیراز,
چکیده مقاله :
زمینه و هدف: امروزه، رضایت مندی شهروندان یکی از ابزارهای عمده در سنجش عملکرد شهرداری ها محسوب می شود. از این رو، در این مقاله تلاش می شود که با استفاده از نظرات شهروندان، میزان رضایت آنان از عملکرد شهرداری منطقه 1 شهر شیراز مورد سنجش قرار گیرد تا بتوان از این رهگذر، با شناخت نقاظ قوت و ضعف عملکرد شهرداری، راهکارهایی جهت بهبود عملکرد این سازمان و افزایش رضایت شهروندان ارایه نمود. هدف اصلی و کلی این طرح بررسی میزان و عوامل موثر بر رضایت شهروندان شیراز از خدمات ارایه شده توسط شهرداری شیراز می باشد.روش بررسی: این تحقیق به لحاظ هدف کاربردی و به لحاظ ماهیت توصیفی تحلیلی و از نوع پیمایشی با استفاده از ابزار پرسش نامه بوده است. پایایی ابزار تحقیق برپایه ضریب آلفای کرونباخ برای پرسش نامه کانو 70/0 به دست آمده است. سپس با استفاده از نرم افزارspss داده ها مورد تجزیه و تحلیل قرار گرفتند.یافته ها: نتایج حاصل از آزمون کای اسکوئر رضایت مندی متوسط به بالای شهروندان یعنی 82/70 را نشا ن داد، همچنین نتایج آزمون کای اسکوئر نشان داد که مردان رضایت کم تری نسبت به زنان از عملکرد شهرداری دارند و هرچقد میزان تحصیلات و سن افزایش یافته میزان رضایت مندی کم تر شده و رضایت کارمندان و دانشجویان نیز کم تر از مشاغل دیگر بوده است همچنین نتایج حاصل از آزمون کانو نشان داد که که سطح رضایت مندی شهروندان از (نیازهای اساسی با ضریب رضایت (35/0) در سطح پایین و نیازهای عملکردی با ضریب رضایت (584/0) در سطح متوسط و نیازهای هیجانی با ضریب (723/0) در سطح بالاتری قرار دارد.بحث و نتیجه گیری: با توجه به کیفیت پایین خدمات ارائه شده در نیازهای اساسی که از جمله وظایف ذاتی شهرداری محسوب می شود، این امر بر رفتارشهروندان، به خصوص درمشارکت درامور شهری تأثیر منفی داشته است.
چکیده انگلیسی:
Background and Objective: Citizens' satisfaction is one of the main means of measuring the performance of municipalities today. Therefore, in this paper, it will be tried to use the citizens' opinions to measure their satisfaction with the performance of the municipality of Shiraz, district 1, so that, by recognizing the weakness and weakness of the municipality's performance, there are solutions to improve the performance The organization provided increased citizens' satisfaction. The main purpose of this project is "to investigate the extent and factors affecting the satisfaction of citizens of Shiraz from the services provided by the Shiraz municipalityMaterial and Methodology: This research was applied in terms of its descriptive-analytical nature and survey type using questionnaire tool. Reliability of the research tool was based on Cronbach's alpha coefficient for Cano questionnaire (0/70). Data were then analyzed using spss software.Findings: The results of the Chi-square test showed a moderate to high satisfaction rate of 70.82. Also, the results of the Chi-square test showed that men had less satisfaction than the performance of the municipality, and each level of education and age increased Satisfaction was lower, and satisfaction of staff and students was also lower than other jobs. Also, the results of the Kano test showed that the level of satisfaction of citizens (basic needs with satisfaction coefficient (0.35) at low level and functional needs with satisfaction coefficient (584 / 0) is at a moderate level and emotional needs are at a higher level with a coefficient of (723/0).Discussion and Conclusion: Due to the low quality of services provided in the basic needs which are considered to be the intrinsic duties of the municipality, this has had a negative effect on the behavior of the landlords, especially in participating in urban activities.
منابع و مأخذ:
Idrisi, Legend, Palizban, Samaneh, 2009, "Urban Services of the Municipality and Lifestyle of Citizens", Cultural Research, Vol. 10, No. 6. (In Persian)
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Shahriyan Mohsen; Ashnoyee Amir and Ganjipour Mahmood, 2012, "Measuring the Satisfaction of Old Towns Residents of Aran and Bidgol from Quality of Life Indicators", Regional Studies and Researches, No. 13, pp. 144-127. (In Persian)
Francescato, G., Weidemann, S., and Anderson, J.R. 1987. Residential Satisfaction: Its Uses and Limitations in Housing Research, in van Vliet-, W., H. Choldin, W. Michelson, and D. Popenoe (eds.) Housing and Neighborhoods, Theoretical and Empirical Contributions, New York: Greenwood Press.
Ghiaie, Mohammad Hadi, Azimi, Sharareh, Shahabian, Pooya, 2011, "The Relationship of Relative Housing Satisfaction with Variables, Housing, Neighborhood and Neighborhood", Journal of Urban Identity, Seventh Year, Fifth Edition, Autumn 92, pp. 58-47. (In Persian)
Ge, J., Hokao, K. 2006. Research on residential lifestyles in Japanese cities from the viewpoints of residential preference. residential choice and residential satisfaction. Landscape and Urban Planning.19:165-178.
Baker, Emma B.A. (Hons). 2000. Public Housing Tenant Relocation Residential Mobility Satisfaction and Development of a Tenent's Spatial Desion Support System. The University of Adelaide.Thesis submitted for the degree of Doctor of Philosophy. 233p.
McCray, J.W., Day, S.S. 1977. Housing Values Aspirations and Satisfactions as Indicators of Housing Needs. Home Economics. 4: 244-254.
Choudhury, I. 2005. A conceptual model of resident satisfaction with reference to neighborhood composition. World Congress on Housing, Transforming Housing Environments through Design, September 27- 30, 2005, Pretoria, South Africa. Retrieved November 2009, from http://repository.up.ac.za/bitstream/handle/ 2263/10301/A%20conceptual%20model%20of%20resident%20satisfaction.pdf?sequence=1. Pp 20.
Fisher,K., Fuzhong,i. 2004. A Community Based Walking Trail to Improve Neighborhood Quality of Life in Older Adults A Multilevel Analysis. Annals of Behavioral Medicine .28(3):94-186.
Haj Hosseini, Mehdi, Shahbanian, Pouyan, 2012, "Assessment of Residential Satisfaction in Sohail Neighborhood Tehran", Urmanshahr Architecture and Urban Development Magazine No. 13, Autumn and Winter 2014, pp. 273-295. (In Persian)
Shahbian, Pouyan, Saeed Pour, Samira and Piraejeer Mila, 2013, "Measuring the Residential Satisfaction of the Residents of the Neighborhood of the Sanatorium (New Texture) and the Residents of the Neighborhood of the Imam's Sister (Old Texture) in Rasht", Journal of Environmental Studies, No. 24.
Boyne, G. & Chen, A ,2006: Performance targets and public service improvement. Journal of Public Administration Research and Theory, 17, 455-477.
Osborne, d. & gaebler, T. 1992. Reinventing government: how the entrepreneurship spirit is transforming the public sector, reading: Addison-weslei.
Lb, 2011: The relationship between accountability and customer satisfaction in Sedibeng District Municipality, South Africa, A Multinational Conference on Improving the Quality of Public Services,Moscow,Russia.
Sassanpur, Farzaneh, 2009, "Evaluation of Urban Environment Sustainability for Good City Management", Journal of Applied Researches of Geographic Sciences, Vol. 10, No. 13. (In Persian)
Imani Jajarmi, Hossein, Firoozabadi, Seyyed Ahmad, 2007, "Examination of Local Performance Performance Assessment Models: Emphasizing Urban and Rural Management in Iran", Journal of Social Sciences, No. 22. (In Persian)
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Barzegar, Zahra, 2012, "Urbanization and its Impact on the Security of Food, Water and Energy in Iran Case Study: Shiraz City", Regional Journal of Regional Planning Quarterly, Second Year, No. 5. (In Persian)
Municipality of Shiraz, 2014, Deputy of Architecture and Urban Development of Shiraz Municipality. (In Persian)
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Idrisi, Legend, Palizban, Samaneh, 2009, "Urban Services of the Municipality and Lifestyle of Citizens", Cultural Research, Vol. 10, No. 6. (In Persian)
Bo Gattis, 2010, The Why’s and How’s of Citizen Satisfaction Survey’s: An Examination of the Relationships between Data use and Achieving Desired Outcomes Among National Citizen Survey Participants, USA.
Sabri Far, Rostam, 2012, "Determining the quality gap of services provided in the municipality (Case study of Shahmashhudt)", Geographical Survey, 28, No. 2, Summer 2013, p. 127-140. (In Persian)
Shahriyan Mohsen; Ashnoyee Amir and Ganjipour Mahmood, 2012, "Measuring the Satisfaction of Old Towns Residents of Aran and Bidgol from Quality of Life Indicators", Regional Studies and Researches, No. 13, pp. 144-127. (In Persian)
Francescato, G., Weidemann, S., and Anderson, J.R. 1987. Residential Satisfaction: Its Uses and Limitations in Housing Research, in van Vliet-, W., H. Choldin, W. Michelson, and D. Popenoe (eds.) Housing and Neighborhoods, Theoretical and Empirical Contributions, New York: Greenwood Press.
Ghiaie, Mohammad Hadi, Azimi, Sharareh, Shahabian, Pooya, 2011, "The Relationship of Relative Housing Satisfaction with Variables, Housing, Neighborhood and Neighborhood", Journal of Urban Identity, Seventh Year, Fifth Edition, Autumn 92, pp. 58-47. (In Persian)
Ge, J., Hokao, K. 2006. Research on residential lifestyles in Japanese cities from the viewpoints of residential preference. residential choice and residential satisfaction. Landscape and Urban Planning.19:165-178.
Baker, Emma B.A. (Hons). 2000. Public Housing Tenant Relocation Residential Mobility Satisfaction and Development of a Tenent's Spatial Desion Support System. The University of Adelaide.Thesis submitted for the degree of Doctor of Philosophy. 233p.
McCray, J.W., Day, S.S. 1977. Housing Values Aspirations and Satisfactions as Indicators of Housing Needs. Home Economics. 4: 244-254.
Choudhury, I. 2005. A conceptual model of resident satisfaction with reference to neighborhood composition. World Congress on Housing, Transforming Housing Environments through Design, September 27- 30, 2005, Pretoria, South Africa. Retrieved November 2009, from http://repository.up.ac.za/bitstream/handle/ 2263/10301/A%20conceptual%20model%20of%20resident%20satisfaction.pdf?sequence=1. Pp 20.
Fisher,K., Fuzhong,i. 2004. A Community Based Walking Trail to Improve Neighborhood Quality of Life in Older Adults A Multilevel Analysis. Annals of Behavioral Medicine .28(3):94-186.
Haj Hosseini, Mehdi, Shahbanian, Pouyan, 2012, "Assessment of Residential Satisfaction in Sohail Neighborhood Tehran", Urmanshahr Architecture and Urban Development Magazine No. 13, Autumn and Winter 2014, pp. 273-295. (In Persian)
Shahbian, Pouyan, Saeed Pour, Samira and Piraejeer Mila, 2013, "Measuring the Residential Satisfaction of the Residents of the Neighborhood of the Sanatorium (New Texture) and the Residents of the Neighborhood of the Imam's Sister (Old Texture) in Rasht", Journal of Environmental Studies, No. 24.
Boyne, G. & Chen, A ,2006: Performance targets and public service improvement. Journal of Public Administration Research and Theory, 17, 455-477.
Osborne, d. & gaebler, T. 1992. Reinventing government: how the entrepreneurship spirit is transforming the public sector, reading: Addison-weslei.
Lb, 2011: The relationship between accountability and customer satisfaction in Sedibeng District Municipality, South Africa, A Multinational Conference on Improving the Quality of Public Services,Moscow,Russia.
Sassanpur, Farzaneh, 2009, "Evaluation of Urban Environment Sustainability for Good City Management", Journal of Applied Researches of Geographic Sciences, Vol. 10, No. 13. (In Persian)
Imani Jajarmi, Hossein, Firoozabadi, Seyyed Ahmad, 2007, "Examination of Local Performance Performance Assessment Models: Emphasizing Urban and Rural Management in Iran", Journal of Social Sciences, No. 22. (In Persian)
Maleki, Saeed, Monfared, Sajjad, 2015, "Assessing the Satisfaction Level of Citizens in Municipal Performance in Urban Services (Case Study: Ilam City)", Urban Management Quarterly, Seventh, Number Twenty-Two. (In Persian)
Ebrahimzadeh, Issa, Kamasi, Hossein, 2014, "Evaluation and Analysis of the Quality of Municipal Services Based on the Sarcomal Model (Case Study: Shahrskarz Municipality)", Urban Planning Quarterly, Second Year, No. 6, Summer 2014, pp. 153-172. (In Persian)
Barzegar, Zahra, 2012, "Urbanization and its Impact on the Security of Food, Water and Energy in Iran Case Study: Shiraz City", Regional Journal of Regional Planning Quarterly, Second Year, No. 5. (In Persian)
Municipality of Shiraz, 2014, Deputy of Architecture and Urban Development of Shiraz Municipality. (In Persian)
