مطالعه موردی رابطه مؤلفه مشتری مداری مدیریت کیفیت فراگیر با تعهد سازمانی می یر ـ آلن در دانشگاه آزاد اسلامی واحد ایذه
محورهای موضوعی : مدیریت بازرگانیمحمود دانیالی ده حوض 1 , ایوب مردانی 2 , منوچهر انصاری 3 , حسین رحمانی یوشانلویی 4
1 - دانشجوی دکترای مدیریت بازرگانی /عضو هیأت علمی،گروه مدیریت، واحد ایذه، دانشگاه آزاد اسلامی،ایذه،ایران
2 - مربی گروه علوم تربیتی، واحد ایذه دانشگاه آزاد اسلامی،ایذه،ایران
3 - عضو هیأت علمی (دانشیار) ، گرو ه مدیریت بازرگانی دانشگاه تهران
4 - دانشگاه آزاد اسلامی، واحد سلماس، باشگاه پژوهشگران جوان، سلماس-ایران
کلید واژه: تعهد سازمانی, تعهد هنجاری, مدیریت کیفیت فراگیر, مشتری مداری,
چکیده مقاله :
هدف اصلی این پژوهش بررسی شاخص مشتری‌مداری و رابطه آن با تعهد سازمانی در دانشگاه آزاد اسلامی واحد ایذه می باشد. از فرضیات اساسی این پژوهش وجود رابطه معنی‌دار بین شاخص مشتری‌مداری و تعهد سازمانی در دانشگاه آزاد اسلامی واحد ایذه است. جامعه آماری این پژوهش کلیه کارکنان رسمی و اعضای هیأت علمی تمام وقت دانشگاه آزاد اسلامی واحد ایذه هستند و نمونه آماری 114 نفر می‌باشند که با روش نمونه‌گیری تصادفی طبقه ای انتخاب شده اند. برای گردآوری داده ها از پرسشنامه محقق ساخته مدیریت کیفیت فراگیر با پایایی حدود 955/0 و پرسشنامه تعهد سازمانی می یر ـ آلن استفاده شده است. آزمون های آماری t گروه های مستقل، آزمون t و ضریب همبستگی مورد استفاده قرار گرفته اند. نتایج نشان می دهد بین شاخص مشتری مداری و تعهد عاطفی کارکنان و استادان، بین مشتری مداری و تعهد عقلانی کارکنان و استادان بین مشتری مداری و تعهد هنجاری کارکنان و استادان دانشگاه آزاد اسلامی رابطه ای معنی دار وجود دارد.
The main purpose this research is to study the customer-orientation management index and its relationship with organizational commitment in Islamic Azad University, Izeh Branch. One of the fundamental hypothesizes of this study is existence of a meaningful relationship between the customer management index and organizational commitment in Islamic Azad University, Izeh Branch. The statistical populations consists of all the official employees and full-time faculty members of the Islamic Azad University, Izeh Branch, and the research sample includes 114 subjects selected by using stratified random sampling. In order to collect the data, a researcher-devised questionnaire of total quality management with the reliability of 0.955 and Meyer- Allen’s organizational commitment questionnaire were used. The statistical t-tests of independent groups, the t-tests and correlation coefficient were to analyze the data. The results indicate that there is a significant relationship between customer management and the employees’ and professors’ emotional commitment, between customer management and and the employees’ and professors’ rational commitment, and between customer management and the employees’ and professors’ norm commitment in the Islamic Azad University of Izeh.
Allen, N.J& Meyer, J.P.(1990),"The measurement and antecedents of affective, continuance and normative commitment to the organization ".Journal of Occupational Psychology, Vol.63,PP:1-18.
Babbar, S. (1995), “Applying total quality management to educational instruction”, international Journal of public Sector Mnagement, 8(7): 35-55.
Baldwin, L.M.(2002), “Total Quality Management in higher education institutions: the implications of internal and external stakeholder perceptions”, A dissertation for degree doctor of philosophy in business administration field of concentration, economics New Mexico State University.
Baldwin, L.M.(2002), “Total Quality Management in higher education institutions: the implications of internal and external stakeholder perceptions”, A dissertation for degree doctor of philosophy in business administration field of concentration, economics New Mexico State University.
Beych, A. (2004). Comprehensive Quality Management for Education. Translated by: A. Lamie, Urmia: Cultural Publishing Institute of Shahed and Isaragar University of Medical Sciences, (In Persian).
Beych, A. (2000). Comprehensive Quality Management for Education. Translated by: A. A. F. Lamie, Tehran: Quality Improvement Committee of the Ministry of Health, (In Persian).
Borhani, F. (2002). Investigating the Factors Affecting on the Organizational Commitment of the Employees of the Ministry of Culture and Islamic Guidance. Master Thesis, Tehran: Islamic Azad University of Science and Research, (In Persian).
Brown, R. (2003), Organizational commitment in perspective: Re-configuring the multidimensional approach. California State University.
Brown, R (2003), Organizational commitment in perspective: Re-configuring the multidimensional approach. California State University.
Chalabi, M. (1996). The Commitment of Work. Research letter, 5, 75-104, (In Persian).
Chipojuzka, h., Chipojuzskaya, J., & Masdinya, S. R. (2003). Application of Total Quality Management (TQM) in order to improve the quality of higher education. Translated by: M. Azizi & M. Yadbroouchi, The Management of Tomorrow, The 3, 127-131, (In Persian).
Corncky, R, Mc Cool, S. Bymess, L. and Weber, R. (1994), implementing total quality management in higher education. Magana Publication, INS, Madison, Wisconsin.
Ehigie, B.O and Mc Andrew, E.B.(2005),"Innovation, diffusion and adoption of total quality management (TQM)", Management Sesion, Vol.43,No.6, pp.925-940.
Faruk Unal, O.(2000), "Application of total aualuity management inn higher education", institution Qafaz university.
Hashmi, K. (1994), "Introduction and implementation of total quality management (TQM)", htt: //www. Isixsig RNA.Com/.
Hersey, P., & Blanchard, K. (1992). Organizational Behavior Management, Human Resources Use. Translated by: Q. Kabiri, Tehran: Jihad Publication, (In Persian).
Kanhi, G.K. Malek A., Tambi, B.A. Wallace, W (1999b), "A comparative study of quality practice in higher education institutions the US and Malaysia, Total Ouality Management, 10(3):357-371)
Kanji, G.K؛ Malek, A. and Tambi, B.A. (1999a). "Total quality management in UK higher education institutions", Total Oulity Management , 10(1):129-153.
Kumer, R. and Usunier, J.C. (2001), "Mangement education inn a globalization world: Lessons from he From the French experience", Managament Learning, 32(3):363-392.
Kumer, R. and Usunier, J.C. (2001), "Mangement education inn a globalization world: Lessons from he From the French experience", Managament Learning, 32(3):363-392.
Marxo-Novaro, M.Pedraja-Iglesias, M and Rivera-Torres, M. (2005), " Measuring cutomer satistisfaction", Ouality Assurance in Education, 13(1): 53
Mavond, F and Zaman, (2000), "Student satisfaction with tertiary institution and recommending it to prodpective students", AN2MAC 2000, visionary marketing for thE 21ST century: facing the challenge.
Mayer, R.C. & Schoorman, F.D. (1998), Differentiating antecedents of organizational commitment: a test of March and Simom's model. Journal of Organizational Behavior, 19:15-28.
MC Donald, D (1996), “Total quality management: a case stud the Cherry Hill public scholls New Jersey", Dissertarion Abstract Internationl, 57(11).
Mehra, S and Rhee, M. (2003), "Enhancing educational learning through some TQM principles”, International Journal of Ouality & Reliability Management, 21(8) 801-816.
Miller, D. and Hatrtwick, J.(2002). "Spotting management fads", Harvard Business Review, 80(10):26-34.
Mills, P.K and MORRIS, J.H (1986), "Clients as partial employees of service organization: role development in client participation", Academy of Management Review, 11(4):726-735.
Mitchell, T. (1994). People in Organizations, Organizational Behavior. Translated by: H. Shokrokan, Tehran: Roshd Publication, (In Persian).
Monavvarian, A. (2001). Integrated Quality Management or Business Process Reengineering. Journal of Applied Management of Governmental Administration, 52, (In Persian).
Morhed, G. (1984). Organizational Behavior. Translated by: M. Alvani & Gh. Memarzadeh, Tehran: Morvarid Publication, (In Persian).
Mowdey, R.T., Porter, L.W & .Steers,R.M.(1982), "Organizational Linkage: The Psychology of Commitment, Absenteesm, and Turnover", New York: Retrieved (2003), from http://www. Saber. Uca.edu/research.
Nadi, M., & Damadi, S. (2009). The Relationship between Knowledge Management, Structural Equation Modeling, Relationship Between Learning Organization and Total Quality Management and Knowledge Management in Iranian Insurance Company. Industrial Management Quarterly, (In Persian).
Ritzer, J. (1995). Theories of Sociology in Contemporary. Translated by: M. Solati, Tehran: Scientific Publication, (In Persian).
Roopchand, R.(1997),"The critical analysis of total quality management in continuous higher education:, Dissertation Abstract International, 58(12:4527-A).
Olia, M. (1999). Total Quality Management (TQM) and its Position in Higher Education. Quarterly Journal of Research and Planning in Higher Education, 18, 27-42, (In Persian).
Owlia, M.S. And Aspinwall, E.M. (1996), "A framework for the dimensions of quality in higher education", Ouality Assurance in Education, 4(2):12-20.
Parsa, A. (1980). Total Quality Management in Classroom, Teaching and Evaluation. Journal of University of Science and Education and Psychology, Ferdowsi University of Mashhad, 3(2), 54-57, (In Persian).
Paton, S. (1994)," Is TQM dead?", Ouality Digest, 4(2):1-5.
Samawi, H. (2006). The Study of Total Quality Management in the Education System of Ramin University of Agricultural and Natural Resources, Faculty of Agriculture, Shahid Chamran University. Master Thesis, Varamin: Varamin University, (In Persian).
Shin, H, et,al. Teacher Commitment and Job Satisfaction , which coes frist? Paper presented at the American Educational Research Association. P: 30. 1991.
Shirzad Kebrya, B. (2009). Investigating the Effect of Main Components of Quality Management on the Quality of Work Life of Teachers. Journal of Research in Educational Management at Islamic Azad University of Roudehen Branch, 4, (In Persian).
Timothy, W. (1995), "Total quality management and barriers", Dissertation Abstract International, 56(5):7-8.
Vozzana, G., Elfink, J. and Bachmann, D.P (2000), "A longitudinal study for total quality management process in business college", Journal of Education for Business, 76(2):69-74.
Vazzana, G., Elfink, J. and Bachmann, D.P (2000), "A longitudinal study for total quality management process in business college" , Journal of Education for Business, 76(2):69-74.
Waks, S. and Moti, F (1999), “Application of the total quality management principles and ISO 9000 standards in enginerring education", European Journal of Engineering Education, 24(3):249-259.
Yahyaei Elaee, A. (2006). Customer Principles Orbital.Tehran: Mohammad Publication, (In Persian).
Ying-jung, Yeh. (2003), Implemetation a sustainable TQM system: Employee focus, The TQM magazine, 15(4):257-265.
_||_Allen, N.J& Meyer, J.P.(1990),"The measurement and antecedents of affective, continuance and normative commitment to the organization ".Journal of Occupational Psychology, Vol.63,PP:1-18.
Babbar, S. (1995), “Applying total quality management to educational instruction”, international Journal of public Sector Mnagement, 8(7): 35-55.
Baldwin, L.M.(2002), “Total Quality Management in higher education institutions: the implications of internal and external stakeholder perceptions”, A dissertation for degree doctor of philosophy in business administration field of concentration, economics New Mexico State University.
Baldwin, L.M.(2002), “Total Quality Management in higher education institutions: the implications of internal and external stakeholder perceptions”, A dissertation for degree doctor of philosophy in business administration field of concentration, economics New Mexico State University.
Beych, A. (2004). Comprehensive Quality Management for Education. Translated by: A. Lamie, Urmia: Cultural Publishing Institute of Shahed and Isaragar University of Medical Sciences, (In Persian).
Beych, A. (2000). Comprehensive Quality Management for Education. Translated by: A. A. F. Lamie, Tehran: Quality Improvement Committee of the Ministry of Health, (In Persian).
Borhani, F. (2002). Investigating the Factors Affecting on the Organizational Commitment of the Employees of the Ministry of Culture and Islamic Guidance. Master Thesis, Tehran: Islamic Azad University of Science and Research, (In Persian).
Brown, R. (2003), Organizational commitment in perspective: Re-configuring the multidimensional approach. California State University.
Brown, R (2003), Organizational commitment in perspective: Re-configuring the multidimensional approach. California State University.
Chalabi, M. (1996). The Commitment of Work. Research letter, 5, 75-104, (In Persian).
Chipojuzka, h., Chipojuzskaya, J., & Masdinya, S. R. (2003). Application of Total Quality Management (TQM) in order to improve the quality of higher education. Translated by: M. Azizi & M. Yadbroouchi, The Management of Tomorrow, The 3, 127-131, (In Persian).
Corncky, R, Mc Cool, S. Bymess, L. and Weber, R. (1994), implementing total quality management in higher education. Magana Publication, INS, Madison, Wisconsin.
Ehigie, B.O and Mc Andrew, E.B.(2005),"Innovation, diffusion and adoption of total quality management (TQM)", Management Sesion, Vol.43,No.6, pp.925-940.
Faruk Unal, O.(2000), "Application of total aualuity management inn higher education", institution Qafaz university.
Hashmi, K. (1994), "Introduction and implementation of total quality management (TQM)", htt: //www. Isixsig RNA.Com/.
Hersey, P., & Blanchard, K. (1992). Organizational Behavior Management, Human Resources Use. Translated by: Q. Kabiri, Tehran: Jihad Publication, (In Persian).
Kanhi, G.K. Malek A., Tambi, B.A. Wallace, W (1999b), "A comparative study of quality practice in higher education institutions the US and Malaysia, Total Ouality Management, 10(3):357-371)
Kanji, G.K؛ Malek, A. and Tambi, B.A. (1999a). "Total quality management in UK higher education institutions", Total Oulity Management , 10(1):129-153.
Kumer, R. and Usunier, J.C. (2001), "Mangement education inn a globalization world: Lessons from he From the French experience", Managament Learning, 32(3):363-392.
Kumer, R. and Usunier, J.C. (2001), "Mangement education inn a globalization world: Lessons from he From the French experience", Managament Learning, 32(3):363-392.
Marxo-Novaro, M.Pedraja-Iglesias, M and Rivera-Torres, M. (2005), " Measuring cutomer satistisfaction", Ouality Assurance in Education, 13(1): 53
Mavond, F and Zaman, (2000), "Student satisfaction with tertiary institution and recommending it to prodpective students", AN2MAC 2000, visionary marketing for thE 21ST century: facing the challenge.
Mayer, R.C. & Schoorman, F.D. (1998), Differentiating antecedents of organizational commitment: a test of March and Simom's model. Journal of Organizational Behavior, 19:15-28.
MC Donald, D (1996), “Total quality management: a case stud the Cherry Hill public scholls New Jersey", Dissertarion Abstract Internationl, 57(11).
Mehra, S and Rhee, M. (2003), "Enhancing educational learning through some TQM principles”, International Journal of Ouality & Reliability Management, 21(8) 801-816.
Miller, D. and Hatrtwick, J.(2002). "Spotting management fads", Harvard Business Review, 80(10):26-34.
Mills, P.K and MORRIS, J.H (1986), "Clients as partial employees of service organization: role development in client participation", Academy of Management Review, 11(4):726-735.
Mitchell, T. (1994). People in Organizations, Organizational Behavior. Translated by: H. Shokrokan, Tehran: Roshd Publication, (In Persian).
Monavvarian, A. (2001). Integrated Quality Management or Business Process Reengineering. Journal of Applied Management of Governmental Administration, 52, (In Persian).
Morhed, G. (1984). Organizational Behavior. Translated by: M. Alvani & Gh. Memarzadeh, Tehran: Morvarid Publication, (In Persian).
Mowdey, R.T., Porter, L.W & .Steers,R.M.(1982), "Organizational Linkage: The Psychology of Commitment, Absenteesm, and Turnover", New York: Retrieved (2003), from http://www. Saber. Uca.edu/research.
Nadi, M., & Damadi, S. (2009). The Relationship between Knowledge Management, Structural Equation Modeling, Relationship Between Learning Organization and Total Quality Management and Knowledge Management in Iranian Insurance Company. Industrial Management Quarterly, (In Persian).
Ritzer, J. (1995). Theories of Sociology in Contemporary. Translated by: M. Solati, Tehran: Scientific Publication, (In Persian).
Roopchand, R.(1997),"The critical analysis of total quality management in continuous higher education:, Dissertation Abstract International, 58(12:4527-A).
Olia, M. (1999). Total Quality Management (TQM) and its Position in Higher Education. Quarterly Journal of Research and Planning in Higher Education, 18, 27-42, (In Persian).
Owlia, M.S. And Aspinwall, E.M. (1996), "A framework for the dimensions of quality in higher education", Ouality Assurance in Education, 4(2):12-20.
Parsa, A. (1980). Total Quality Management in Classroom, Teaching and Evaluation. Journal of University of Science and Education and Psychology, Ferdowsi University of Mashhad, 3(2), 54-57, (In Persian).
Paton, S. (1994)," Is TQM dead?", Ouality Digest, 4(2):1-5.
Samawi, H. (2006). The Study of Total Quality Management in the Education System of Ramin University of Agricultural and Natural Resources, Faculty of Agriculture, Shahid Chamran University. Master Thesis, Varamin: Varamin University, (In Persian).
Shin, H, et,al. Teacher Commitment and Job Satisfaction , which coes frist? Paper presented at the American Educational Research Association. P: 30. 1991.
Shirzad Kebrya, B. (2009). Investigating the Effect of Main Components of Quality Management on the Quality of Work Life of Teachers. Journal of Research in Educational Management at Islamic Azad University of Roudehen Branch, 4, (In Persian).
Timothy, W. (1995), "Total quality management and barriers", Dissertation Abstract International, 56(5):7-8.
Vozzana, G., Elfink, J. and Bachmann, D.P (2000), "A longitudinal study for total quality management process in business college", Journal of Education for Business, 76(2):69-74.
Vazzana, G., Elfink, J. and Bachmann, D.P (2000), "A longitudinal study for total quality management process in business college" , Journal of Education for Business, 76(2):69-74.
Waks, S. and Moti, F (1999), “Application of the total quality management principles and ISO 9000 standards in enginerring education", European Journal of Engineering Education, 24(3):249-259.
Yahyaei Elaee, A. (2006). Customer Principles Orbital.Tehran: Mohammad Publication, (In Persian).
Ying-jung, Yeh. (2003), Implemetation a sustainable TQM system: Employee focus, The TQM magazine, 15(4):257-265.