بررسی تاثیر توانمندسازی روان شناختی بر کیفیت خدمات داخلی در کارکنان زن وزارت ورزش و جوانان
محورهای موضوعی : فصلنامه زن و جامعه
قاسم زارع
1
(گروه تربیت بدنی، واحد مرودشت، دانشگاه آزاد اسلامی، مرودشت، ایران.)
سیدنصرالله سجادی
2
(استاد مدیریت ورزشی، دانشکده تربیت بدنی، دانشگاه تهران، تهران، ایران.)
محمد خبیری
3
(دانشیار مدیریت ورزشی، دانشکده تربیت بدنی، دانشگاه تهران، تهران، ایران.)
ابراهیم علیدوست قهفرخی
4
(دانشیار مدیریت ورزشی، دانشکده تربیت بدنی، دانشگاه تهران، تهران، ایران)
کلید واژه: توانمندسازی, رفتار سازمانی, مدیریت ورزش,
چکیده مقاله :
مقدمه: کیفیت خدمات داخلی موضوع جدیدی در ادبیات مدیریت و رهبری است که پژوهش‌های محدودی در مورد آن و عوامل اثرگذار بر آن، انجام شده است. هدف از پژوهش حاضر، بررسی تاثیر توانمندسازی روان شناختی بر کیفیت خدمات داخلی در کارکنان زن وزارت ورزش و جوانان بود.
روش‌شناسی: روش پژوهش حاضر، توصیفی- پیمایشی است. جامعه آماری این پژوهش کلیه کارکنان زن حوزه ستادی وزارت ورزش و جوانان بود که تعداد 232 نفر به عنوان نمونه آماری انتخاب شدند. ابزار جمع‌آوری داده‌ها شامل پرسش‌نامه تعدیل شده‌ی توانمندسازی روان-شناختی اسپریتزر (1995) با پنج بعد (احساس شایستگی، استقلال، تاثیر، معنی دار بودن و اعتماد) و پرسش‌نامه کیفیت خدمات داخلی دی ژی (2005) با سه بعد (سطح فردی، واحدی و سازمانی) بود. داده ها از طریق روش مدل‌سازی معادلات ساختاری با استفاده از نرم‌افزار اسمارت پی ال اس تحلیل شد.
یافته‌ها: تحلیل‌های مدل‌سازی معادلات ساختاری، برازندگی الگوی پیشنهادی را تایید کرد. نتایج حاکی از تاثیر مثبت احساس اعتماد (14/0)، شایستگی (57/0) بر کیفیت خدمات داخلی سطح فردی بود. احساس معنی دار بودن شغل (16/0) و تاثیر (41/0) بر کیفیت خدمات داخلی سطح واحدی تاثیر مثبت داشت و هم چنین تاثیر احساس استقلال (24/0)، اعتماد (22/0)، شایستگی (13/0-)، معنی دار بودن شغل (17/0) و تاثیر (20/0) بر کیفیت خدمات داخلی سطح سازمانی مورد تایید قرار گرفت.
نتیجه‌گیری: با توجه به نتایج به‌دست آمده، یکی از روش های ترغیب کارکنان زن برای درگیری در رفتارهای فرانقش و ارائه خدمات داخلی با کیفیت بالا، توانمندسازی روانشناختی است.
Internal service quality and its influencing factors in sport context is a new topic in the management and leadership literature that limited research has been done on it. Therefore, the purpose of this study was to investigate the effect of psychological empowerment on the internal services quality in female employees of the Ministry of Sports and Youth, Iran.
Methodology: This study is a descriptive-survey research. The population of this study was all female employees of the Ministry of Sports and Youth, Iran of which 232 people were selected as the statistical sample. The tools included Modified Spreitzer (1995) Psychological Empowerment Questionnaire with five dimensions (competence, autonomy, impact, meaningfulness and trust) and Di Xie Internal Service Quality Questionnaire (2005) with three dimensions (individual, unit/department and organizational level). Data were analyzed by structural equation modeling using Smart PLS software.
Results: Structural equation modeling confirmed the goodness of fit of the proposed model. The results showed a positive effect of trust (0.14) and competency (0.57) on the internal service quality at the individual level. The meaningfulness (0.16) and impact (0.41) had a positive effect on the unit-level internal service quality and also the effect of autonomy (0.24), trust (0.22), competence (-0.13), meaningfulness (0.17) and impact (0.20) on the internal service quality at the organizational level were confirmed.
Conclusion: According to the results, one of the methods to encourage female employees to engage in extra-role behaviors and provide high internal services quality is psychological empowerment.
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