رابطه بین رفتار شهروندی سازمانی (OCB)، کیفیت خدمات و رضایت مراجعین: مطالعه‌ای موردی اداره کل پزشکی قانونی استان تهران
الموضوعات : مطالعات رفتاری در مدیریت
حسین شهنوازی
1
,
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
الکلمات المفتاحية: رفتار شهروندی سازمانی, کیفیت خدمات, رضایت مشتری,
ملخص المقالة :
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.
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