Presenting of customer complaints management based on applying comprehensive quality management, citizenship rights and job satisfaction in physical education departments
Subject Areas : title1
YUOSEF rostampoor
1
,
Hamid Janani
2
,
Jafar Barghi Moghaddam
3
,
Mohammad Rahim Najaf Zadeh
4
1 - Ph.D. Student of Sports Management, Department of Physical Education, Tabriz Branch, Islamic Azad University, Tabriz, Iran
2 - Department of Physical Education, Tabriz Branch, Islamic Azad University, Tabriz, Iran
3 - Department of Physical Education, Tabriz Branch, Islamic Azad University, Tabriz, Iran
4 - Department of Physical Education, Tabriz Branch, Islamic Azad University, Tabriz, Iran
Keywords: Complaints management, Quality management, Job satisfaction, Citizen rights, Physical educatio,
Abstract :
The current research is the design of a customer complaints management model based on the establishment of comprehensive quality management, citizenship rights and job satisfaction in physical education departments, of the type of descriptive research - a survey on the employees of Islamic Azad Universities in the northwest of the country, 180 people as a random sample of research to complete Selection questionnaire, data collection and measurement of model variables using standard questionnaires for each variable, the formal and content validity of the questionnaire was verified by expert professors, convergent validity also using the extracted average variance, and divergent validity using the Fornell-Larker matrix. subject to review and approval, to analyze the data using the methods of descriptive statistics and confirmatory factor analysis and to present the model, the structural equation modeling technique of SPSS and Smart PLS software was used, before testing the hypotheses of the external model, internal model and the overall research model With appropriate indicators, the findings showed that comprehensive quality management has a direct impact on customer complaint management (p=0.001), job satisfaction (p=0.001) and awareness of citizen rights (p=0.001). It is significant, but due to the mediating variables of job satisfaction and awareness of citizenship rights, this relationship is not significant (p<0.05). Also, the fit of the model indicates the non-significance of the relationship between the awareness of citizenship rights and the management of customer complaints (p=0.523) and the non-significance of job satisfaction on the management of customer complaints (p=0.111).
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