Developing a Model of Expectations of the Person (as a Client) from the Governmental Organizations in Isfahan City and Examining the Gap between Them Using the DEMATEL Technique

Subject Areas :

Abbas Nosouhi ¹ , Akbar Etebarian ^{2 *} , Mehraban Hadi Pykani ³

1 - Department of Management, Faculty of Islamic Governance, Isfahan Branch (Khorasgan), Islamic Azad University, Isfahan, Iran
2 - Department of Management, Faculty of Islamic Governance, Isfahan Branch (Khorasgan), Islamic Azad University, Isfahan, Iran
3 - Department of Management, Faculty of Islamic Governance, Isfahan Branch (Khorasgan), Islamic Azad University, Isfahan, Iran

Received: 2024-10-09 Accepted : 2025-01-29 Published : 2025-01-08

Keywords: &quot, Client&#039, s expectations&quot, , &quot, client&#039, s demands&quot, , &quot, the relationship between the individual and the organization&quot, , &quot, governmental organizations&quot, , &quot, governmental organizations&#039, supplies&quot, ,

Abstract :

The main goal of the research is to develop a model of client expectations from governmental organizations and examine the gap between them. This research is a qualitative and quantitative research. The statistical population in the qualitative section was university experts, experts and managers of governmental organizations and their clients who were selected by targeted and accessible sampling method and the data were collected through semi-structured interviews. For content validity was used panel of experts. To analyze the data in the qualitative part was used Brown and Clark's method. In the quantitative part, the research approach is positivist and its purpose is practical and in terms of its nature, It is among the descriptive researches of the survey branch and the method of collecting information field. The statistical population were selected 150 people as a sample in a targeted and accessible way. The tool of data collection was a questionnaire made by the researcher, which was confirmed by the content validity method of Lawsheh. Dematel technique was used to obtain the expectations model. Cronbach's alpha was determined 0.875. The existing gap between mutual expectations was calculated through normality test and pairwise comparison. The results showed that between the components of the client questionnaire, the biggest gap is in the "neatness and order" component and the smallest gap is in the "responsiveness" component. Keywords: Client's expectations, client's demands, the relationship between the individual and the organization, governmental organizations, governmental organizations' supplies.

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