Providing a Service Productivity Promotion Model in Public Organizations by the Structural-Interpretive Modeling Approach

Subject Areas : Public Policy In Administration

Nasrin Jamshidi ¹ , Masoud Aahmadi ² , Ali Farhadi Mahalli ³

1 - Ph.D. student of government management, Sari Branch, Islamic Azad University, Sari, Iran
2 - Assistant professor, Department of government management, Sari Branch, Islamic Azad University, Sari, Iran
3 - Assistant professor, Department public administration, Gorgan Branch, Islamic Azad University, Gorgan, Iran

Received: 2020-12-21 Accepted : 2021-01-30 Published : 2021-08-23

Keywords: structural-interpretive modeling, Productivity, services productivity,

Abstract :

The purpose of this study is to present a model for improving service productivity in public organizations with a structural-interpretive modeling approach. The research is applied in terms of purpose, descriptive-survey in terms of inference method and qualitative and quantitative in terms of the nature of the data. Data were obtained from questionnaires and semi-structured interviews with 16 experts in the field of productivity at the university and managers of government organizations in Tehran province, using theoretical sampling. Then, in order to design a structural-interpretive model, the ISM method was used. The results show that the model of improving service productivity in public organizations has five levels. Service quality and reliability form the fifth level of the model and act as the cornerstone of the model. In addition, according to Micmac analysis, service quality and reliability were also identified as key variables that have the most impact and the least impact on other factors. According to the designed model and in order to improve service productivity, unorganized and unnecessary activities can be directed towards correct and efficient activities.

References:

امیرکمالی، میلاد. (۱۳۹۶). تاثیر ابعاد ارتباط شهروند الکترونیک بر افزایش بهره‌وری خدمات دولتی (پایان‌نامه کارشناسی ارشد). دانشگاه آزاد اسلامی واحد صفادشت.

‏‫بازرگان‌هرندی، عباس؛ حجازی، الهه؛ و سرمد، زهره. (۱۳۹۷). روش‌های تحقیق در علوم رفتاری. آگه.

‏‫خاکی، غلامرضا. (۱۳۹۷). مدیریت چرخه بهبود بهره‌وری (در مقیاس ملی و سازمانی با رویکرد منابع انسانی). فوژان.

‏‫رحمتی، محمدحسین؛ رضوی سعیدی، سیدرضا؛ شهبازی، میثم؛ و زارعی متین، حسن. (۱۳۹۸). طبقه‌بندی گونه‌های پیچیدگی و رتبه‌بندی سازمان‌ها بر اساس میزان پیچیدگی. مدیریت فرهنگ سازمانی، 7 (2)، 279-298.

‏‫رضایی، مهدی؛ و یعقوبی، اسماعیل. (۱۳۹۴). دولت الکترونیک: الگویی جدید در اصلاح نظام اداری و ارائه خدمات عمومی. مدیریت شهری، 14 (41)، 247-265.

‏‫فقیهی، ابوالحسن؛ و موسوی کاشی، زهره. (۱۳۸۹). مدل سنجش بهره‌وری (اثربخشی و کارآیی) در بخش خدمات دولتی ایران. نشریه مدیریت دولتی، 2 (4)، 107-126.

‏‫کریمی شهابی، اسداله؛ معمارزاده، غلامرضا؛ الوانی، سیدمهدی؛ و مدیری، محمود. (۱۳۹۵). طراحی مدل بهره‌وری سازمان های دولتی ایران. مدیریت بهره‌وری (فراسوی مدیریت)، 10 (37)، 7-27.

‏‫مزرجی، جواد قلی. (۱۳۹۶). ارتباط بهره‌وری وکیفیت خدمات با میزان رضایتمندی مشتریان موسسه اعتباری ملل حوزه خراسان شمالی (پایان‌نامه کارشناسی ارشد). دانشکده دانشگاه پیام نور استان خراسان رضوی، مرکز پیام نور قوچان.

Braun, Corina; & Hadwich, Karsten. (2017). Determinants of perceived internal service complexity: An empirical analysis of promoting and limiting complexity factors. European Business Review, 29 (1), 123-152.

Durdyev, Serdar; Ihtiyar, Ali; Ismail, Syuhaida; Ahmad, Fauziah Sh.; & Bakar, Nooh Abu. (2014). Productivity and Service Quality: Factors Affecting in Service Industry. Procedia - Social and Behavioral Sciences, 109, 487-491.

Flick, Uwe. (2018). An introduction to qualitative research. Sage Publications Limited.

Gokulakrishnan, A; Sasikumar, P; & Sherli, Ms J. (2020). Role Of Virtual Queue Management System In Improving Service Efficiency In Banks At Chennai City. Academic Leadership-Online Journal, 21 (6), 383-389.

Gumah, Bernard; & Aziabah, Maxwell A. (2020a). “Our Lives Are Affected by Government Agencies”: Citizens’ Perception Survey as a Measure of Public Service Efficiency in Ghana. SAGE Open, 10 (2), 2158244020935900.

Gumah, Bernard; & Aziabah, Maxwell A. (2020b). “Our Lives Are Affected by Government Agencies”: Citizens’ Perception Survey as a Measure of Public Service Efficiency in Ghana. SAGE Open, 10 (2), 2158244020935900.

Munizu, Musran; Alam, Syamsu; ARMAYAH; Asdar, Muhammad; & Brasit, Nurdin. (2020). Improving the quality of public services through Smart City implementation. Case in South Sulawesi. Revista ESPACIOS, 41 (10).

Rana, Fauzia; Ali, Arfan; Riaz, Waqas; & Irfan, Asmara. (2019). Impact of Accountability on Public Service Delivery efficiency. Journal of Public Value and Administrative Insight, 2 (1), 7-9.

Talwar, Balvir. (2011). Comparative study of framework, criteria and criterion weighting of excellence models. Measuring Business Excellence, 15 (1), 49-65.