ارزیابی میزان رضایتمندی ساکنان محله سیروس تهران از خدمات شهرداری
محورهای موضوعی : مطالعات برنامه ریزی شهری و منطقه ای
شهرام پارسا( پشاه آبادی)
1
(دانش آموخته دکترا، جغرافیا و برنامه ریزی شهری، دانشگاه تهران، تهران، ایران)
احمد پوراحمد
2
(استاد گروه جغرافیا و برنامه ریزی شهری، دانشگاه تهران، تهران، ایران)
مهسا حاجی
3
(دانش آموخته کارشناسی ارشد شهرسازی، دانشگاه هنر، تهران، ایران)
اسماعیل جعفری
4
(دانش آموخته کارشناسی ارشد جغرافیا و برنامه ریزی شهری، دانشگاه شهید بهشتی، تهران، ایران)
کلید واژه: کیفیت خدمات, رضایتمندی, خدمات شهری, محله سیروس, ماتریس اهمیت– رضایت,
چکیده مقاله :
رضایتمندی مفهومی پیچیده ، چندگانه و مرتبط با مفاهیم دیگر و متاثر از زمان ، مکان و ارزش های فردی و اجتماعی است و تنها راه مطالعه این مفهوم بررسی لایه های درونی آن است. هدف این تحقیق سنجش میزان رضایتمندی و آزردگی ساکنین از کیفیت خدمات شهری در محله سیروس تهران (شهرداری منطقه 12) است. که برمبنای شش شاخص (امنیت و ایمنی، بهداشت و نظافت، زیبایی، رفاهی- اجتماعی، معابر و دسترسی ها و وضعیت نظارتی) مورد ارزیابی قرار گرفت. همچنین میزان و درجه اهمیت شاخص ها از نظر ساکنان و نحوه ارتباط آن ها با شهرداری نیز مورد بررسی قرار گرفت. روش تحقیق دراین پژوهش توصیفی – تحلیلی می باشد و حجم نمونه ها براساس مدل کوکران 200 مورد انتخاب شد. جامعه آماری کل ساکنین محله سیروس تهران (منطقه 12، محله 17) می باشد و نمونه گیری مورد استفاده از نوع خوشه ای توام با تصادفی ساده است. رویکرد حاکم بر تحقیق ترکیبی (عینی - ذهنی) می باشد. نتایج این تحقیق نشان می دهد که میزان رضایتمندی ساکنان از خدمات شهری متفاوت اما در کل متوسط به پایین بوده است و برخلاف باورهای رایج کارشناس محور که به خصوصیات فیزیکی اهمیت بیشتری داده اندفاکتورهای اجتماعی (ایمنی ، امنیت و زیبایی) در نزد ساکنان از اهمیت و جایگاه بالاتری نسبت به بقیه شاخص ها برخوردار بوده اند. اولویت بندی اقدامات در این محله براساس خواسته ها و ترجیحات ساکنین به ترتیب شامل: 1. ارتقاء 2. تثبیت 3. ارزیابی 4. مونیتورینگ می باشد.
Satisfaction is a complex and multiple concept that is related to other concepts and affected by time, location, and personal and social values. Therefore, studying of the inner layers is the only method. The purpose of this research is measuring residents’ satisfaction and annoyance of utilities based on six indicators (security and safety, health and grooming, beauty, welfare–social, pathways and access and regulatory status ) considered in Siroos community (Municipal District 12 ).In addition, the rate and degree of indicators Importance for residents and their interaction with municipality were studied.The research method in this survey is analytic–descriptive and the number of samples are based on model 200.The population of the study are all residents of Siroos community and type of sampling is random and cluster. The dominant approach is combined (objective and subjective). The results of this research show that resident’s satisfaction of municipal services is different but in general it is medium to low. Experts put emphasis on the physical properties, but social factors (Security, Safety and Beauty) are important and they have higher status compared to other indicators. Prioritized actions based on the wishes of the residents of this community is include:1- Promotion2- fixation 3- Assessment 4- Monitoring. Assessment of resident’s satisfaction of municipal services helps managers to achieve a comprehensive view of the problems and be aware of the possible solutions and understand long-term effects of current decisions. Upgrading utilities can be an effective step in increasing resident’s satisfaction (As an important part of life satisfaction).
Adriaanse, C.C.M. (2007). Measuring Residential Satisfaction: A Residential Environmental Satisfaction Scale (RESS). Housing Built Environ, 22, 287-304.
Amerigo, M., & Aragones, I. (1997). A theoretical and methodological approach to the study of residential satisfaction. Journal of Environmental Psychology, 17, 47-57.
Bavand Consulting Engineers. (2002). Planning and Reconstruction of the Cyrus District. Urban Development and Reconstruction Organization. (In Persian)
BoGattis. (2010). the why is and how is of citizen satisfaction surveys: An Examination of the relation ships between datause and achieving desired outcomes among National citizen surrey participants, USA.
Bonaiuto, M,. Fornara, F., & Bonnes, M. (2003). Indexes of Perceived Residential Environments: A Confirmation Study on the City of Rome. Landscape and Urban Planning, 65, 41-52.
Campbell, J. M., Converse P.E., & Rodgers W.L. (1976). The Quality of American Life: Perceptions Evaluation and Satisfactions New York. Russell Sage.
Duffy, B. (Ipsos). (2009). One word many places citizen views of municipal goverment and local areas across the world.
ETC Institution. (2006). importance – satisfaction Analysis. TDOT customer Satisfaction Survey.
Fathaliyan, M. (2011). Comparative Study of Quality of Life in Cartel and Planned Texts of Islamshahr. Tehran, Master's thesis of Art University (In Persian)
Ge, Jian, H, K. (2006). Research on residential lifestyles in Japanese cities from the viewpoints of residential preference, residential choice and residential satisfaction. Landscape and Urban Planning, 78, 165-178.
Gutierrez Rodriguez, p., Vazquez Burguete, J., Vaughan, R., & Edwards, J. (2009). The transformation of Municipal services. towards quality in the public sector, Spain.
Hikmatnia, H., & Mousavi, M. (2007). Measurement of the Rate and Factors Affecting Citizens' Satisfaction with the Performance of the Municipality: A Case Study of Yazd City. Journal of Geography and Development, 5 (9), 181-196. (In Persian)
Lansing, j.B., & Marans, R.W. (1969). Evaluation of Neighborhood. Journal of the American Institute of Planners, 35, 195- 199.
Maccrea, R., Stimson, R., & Western, J. (2005). Testing A Moderated Model OF Satisfaction with Urban Living Using Data for Brisbane- South East Queensland, Austraia. Social Indicator Research, 72, 121-152.
Massam, B. (2002). Quality of life: public planning and private living. Progress in planning, 58 141-227.
Mayers, D. (1987). Community - Relevant Measurement of Quality Life. (U.S.A) Urban Affairs Quarterly.
Mhfvzyan, M. (2011). Methods for improving the quality of life based on their living satisfaction in Dohouk neighborhood. Master's Thesis, Tehran Art University (In Persian)
Pacione, M. (2003). Urban environmental quality and humanwellbeing—a social geographical perspective. Landscape and Urban Planning, 65, 19–30.
Potter, J., & Cantarero, R. (2006). How Does Increasing Population and Diversity Affect Resident Satisfaction A Small Community Case Study. Environment and Behavior (38) 605-624.
Rafiean, M., Asgarizadeh, Z., & Asgarizadeh, M. (2010). Evaluation of the quality of residential complexes with emphasis on satisfaction approach in Navab neighborhood. Journal of Modares University of Humanities, 14 (1), 197-212 (In Persian)
Rostami, M. H., & others. (2015). Measurement of Citizens Satisfaction with the Performance of the Municipality in the Area of Urban Services: A Case Study of the Municipality. Undergraduate Program Research, No. 21 (In Persian)
Van, P.R. (1997). The Perceived Quality of the Urban Residential Environment: A Multi- Attribute Evaluation. University of Groningen.
VanKamp, V.I, Leidelmeijer, K., Gooitske, M., Hollander, A. ( 2003). Urban environmental quality and human well-beingTowards a conceptual framework and. demarcationof concepts; a literature study. Landscape and Urban Planning, 65, 5–18.
Vanryzin, G. (2006). pieces of a pazzle: Linking government Performance. citizen satisfaction and trust, USA.
_||_Adriaanse, C.C.M. (2007). Measuring Residential Satisfaction: A Residential Environmental Satisfaction Scale (RESS). Housing Built Environ, 22, 287-304.
Amerigo, M., & Aragones, I. (1997). A theoretical and methodological approach to the study of residential satisfaction. Journal of Environmental Psychology, 17, 47-57.
Bavand Consulting Engineers. (2002). Planning and Reconstruction of the Cyrus District. Urban Development and Reconstruction Organization. (In Persian)
BoGattis. (2010). the why is and how is of citizen satisfaction surveys: An Examination of the relation ships between datause and achieving desired outcomes among National citizen surrey participants, USA.
Bonaiuto, M,. Fornara, F., & Bonnes, M. (2003). Indexes of Perceived Residential Environments: A Confirmation Study on the City of Rome. Landscape and Urban Planning, 65, 41-52.
Campbell, J. M., Converse P.E., & Rodgers W.L. (1976). The Quality of American Life: Perceptions Evaluation and Satisfactions New York. Russell Sage.
Duffy, B. (Ipsos). (2009). One word many places citizen views of municipal goverment and local areas across the world.
ETC Institution. (2006). importance – satisfaction Analysis. TDOT customer Satisfaction Survey.
Fathaliyan, M. (2011). Comparative Study of Quality of Life in Cartel and Planned Texts of Islamshahr. Tehran, Master's thesis of Art University (In Persian)
Ge, Jian, H, K. (2006). Research on residential lifestyles in Japanese cities from the viewpoints of residential preference, residential choice and residential satisfaction. Landscape and Urban Planning, 78, 165-178.
Gutierrez Rodriguez, p., Vazquez Burguete, J., Vaughan, R., & Edwards, J. (2009). The transformation of Municipal services. towards quality in the public sector, Spain.
Hikmatnia, H., & Mousavi, M. (2007). Measurement of the Rate and Factors Affecting Citizens' Satisfaction with the Performance of the Municipality: A Case Study of Yazd City. Journal of Geography and Development, 5 (9), 181-196. (In Persian)
Lansing, j.B., & Marans, R.W. (1969). Evaluation of Neighborhood. Journal of the American Institute of Planners, 35, 195- 199.
Maccrea, R., Stimson, R., & Western, J. (2005). Testing A Moderated Model OF Satisfaction with Urban Living Using Data for Brisbane- South East Queensland, Austraia. Social Indicator Research, 72, 121-152.
Massam, B. (2002). Quality of life: public planning and private living. Progress in planning, 58 141-227.
Mayers, D. (1987). Community - Relevant Measurement of Quality Life. (U.S.A) Urban Affairs Quarterly.
Mhfvzyan, M. (2011). Methods for improving the quality of life based on their living satisfaction in Dohouk neighborhood. Master's Thesis, Tehran Art University (In Persian)
Pacione, M. (2003). Urban environmental quality and humanwellbeing—a social geographical perspective. Landscape and Urban Planning, 65, 19–30.
Potter, J., & Cantarero, R. (2006). How Does Increasing Population and Diversity Affect Resident Satisfaction A Small Community Case Study. Environment and Behavior (38) 605-624.
Rafiean, M., Asgarizadeh, Z., & Asgarizadeh, M. (2010). Evaluation of the quality of residential complexes with emphasis on satisfaction approach in Navab neighborhood. Journal of Modares University of Humanities, 14 (1), 197-212 (In Persian)
Rostami, M. H., & others. (2015). Measurement of Citizens Satisfaction with the Performance of the Municipality in the Area of Urban Services: A Case Study of the Municipality. Undergraduate Program Research, No. 21 (In Persian)
Van, P.R. (1997). The Perceived Quality of the Urban Residential Environment: A Multi- Attribute Evaluation. University of Groningen.
VanKamp, V.I, Leidelmeijer, K., Gooitske, M., Hollander, A. ( 2003). Urban environmental quality and human well-beingTowards a conceptual framework and. demarcationof concepts; a literature study. Landscape and Urban Planning, 65, 5–18.
Vanryzin, G. (2006). pieces of a pazzle: Linking government Performance. citizen satisfaction and trust, USA.