بررسی میزان رضایت مشتریان از عملکرد دفاتر آژانس مسکن شهری (مورد مطالعه: کلان شهر تهران)
الموضوعات :سیدخلیل سیدعلی پور 1 , علیرضا یاوری 2
1 - استادیاروعضوهیات علمی پژوهشگاه علوم انتظامی ومطالعات اجتماعی، تهران، ایران.
2 - استادیاروعضوهیات علمی پژوهشگاه علوم انتظامی ومطالعات اجتماعی، تهران ، ایران.
الکلمات المفتاحية:
ملخص المقالة :
چکیده بدون شک مهمترین واساسی ترین تقاضای موجود دربازار سرمایه کشور،املاک ومستغلات است.باتوجه به نیاز ضروری افراد به مسکن وسرپناه ارزش آن راچندبرابر می نماید.تحقیق حاضر به دنبال شناسایی رضایت مشتریان از عملکرد آژانس مسکن می باشد. روش انجام تحقیق، توصیفی و از نوع پیمایشی بوده که با استفاده از تکنیک پرسشنامه به گردآوری اطلاعات پرداخته است. تعداد نمونه آماری 384 نفر از مشتریان مراجعه کننده به آژانس مسکن واقع در کلان شهر تهران، گزینش گردیده و به پرسشنامه ها پاسخ دادند. گفتنی است در این تحقیق به لحاظ اعتبار نظری و تجربی مورد آزمون قرار گرفت. اعتبار سازه ای نظری بر اساس مدل کیفیت خدمات سروکوال پاراسورامان ، همچنین اعتبار صوری، و مقدار آلفای کرونباخ بالای 70 درصد و نتایج مشابه با تحقیقات دیگران، همگی حاکی از آن است که روش تحقیق حاضر به لحاظ روایی و پایایی، از اعتبار و قابلیت اعتماد قابل توجهی برخوردار است. بنابراین، نتایج یافته های تحقیق نشان می دهدکه ارزش درک شده توسط مشتری دارای بیشترین اهمیت در جلب رضایت مشتری، سپس، اصلاح وضعیت ظاهری و تکمیل امکانات و تجهیزات آژانس، پاسخگویی، اطمینان خاطر و در نهایت اعتباری که از قبل این عناصر می آید، رضایت مشتری را از خدمات دفاتر آژانس مسکن می افزاید.
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