design a model for measuring citizen satisfaction and client management utilities and channels of communication with the citizens

Subject Areas :

Seyed Ahmad Hashemi ¹ , Abolfazl Abbasi ²

1 - MMM
2 - ...

Received: 2017-06-12 Accepted : 2018-05-04 Published : 2018-04-21

Keywords: شهروندان, رضایت, شهرداری, خدمات, شهری,

Abstract :

The present study was aimed at designing a model for citizens' satisfaction assessment and clients of urban services management and communication channels with citizens. The research is in terms of the type of applied target and in terms of collecting descriptive-survey information. The statistical society includes all citizens in the South Pars Organization of Special Economic Zone (IRI). After consultation with experts, 300 people were selected as sample volumes using Cochran formula and participated in the research. The research tool was a researcher-made questionnaire to assess the satisfaction of citizens from the services of the special department of city administration. Its validity, in addition to Goya's analysis, was approved by experts and its reliability was 0.83 using Cronbach's alpha. Calculated. Data analysis was carried out using descriptive statistics (frequency, percentage, mean, standard deviation, mean and fashion), and inferential statistics (T and structural equation model). The results of this study showed in general: 12 components of lighting and lighting status, urban construction projects status, safety engineering status, public transport status, urban signs and status, waste collection status, urban cleaning condition, service status Health status, green space status, citizens 'health status, social security status and environmental status on satisfaction with public services have a significant effect on citizens' satisfaction. Also, the average (standard deviation) of the status of each of the 12 average components is higher than the hypothetical average of society (0.3). Therefore, the status of all 12 domains is desirable from the citizen's point of view.

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