Presenting of customer complaints management based on applying comprehensive quality management, citizenship rights and job satisfaction in physical education departments

Subject Areas : Resources Management

یوسف رستم پور ¹ , hamid janani ² , جعفر برقی مقدم ³ , mohamadrahim najafzadeh ⁴

1 -
2 - Department of Physical Education, Tabriz Branch, Islamic Azad University, Tabriz, Iran
3 - استادیار گروه تربیت بدنی ، واحد تبریز ، دانشگاه ازاد اسلامی ،تبریز، ایران
4 - Assistant Professor of Sports Management, Department of Physical Education and Sports Sciences, Azad University, Tabriz Branch. Tabriz.

Received: 2024-09-07 Accepted : 2024-10-18 Published : 2025-06-09

Keywords: Management, Leadership style, organizational climate, Accountability, Customer, Physical education department,

Abstract :

This research examines customer complaints management strategies in the physical education departments of Islamic Azad Universities in northwest Iran, analyzing the relationship between Total Quality Management, citizenship rights, and employee job satisfaction. The study is descriptive and survey-based, with a population consisting of all employees at these universities. Out of 340 individuals, 180 were randomly selected as the sample. Standardized questionnaires were used for data collection, covering customer complaints management, Total Quality Management, citizenship rights, and job satisfaction, with their validity confirmed by experts.The findings indicate that Total Quality Management has a significant direct impact on customer complaints management, job satisfaction, and awareness of citizenship rights. However, these relationships are not significant when mediated by job satisfaction and awareness of citizenship rights. Additionally, the results show that there is no significant relationship between awareness of citizenship rights and job satisfaction with customer complaints management.Based on the results of this study, establishing appropriate relationships with customers and effectively addressing their complaints can help increase and retain customers. Therefore, focusing on Total Quality Management and empowering employees, along with being flexible in responding to customer needs, can enhance complaints management and improve customer satisfaction.

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