تدوین مدل انتظارات فرد (بهعنوان اربابرجوع) از سازمانهای دولتی شهر اصفهان و بررسی شکاف بین آنها با استفاده از تکنیک دیمتل
محورهای موضوعی : مدیریت دولتیعباس نصوحی 1 , اکبر اعتباریان 2 , مهربان هادی پیکانی 3
1 - گروه مدیریت، واحد اصفهان (خوراسگان)، دانشگاه آزاد اسلامی، اصفهان، ایران
2 - گروه مدیریت، واحد اصفهان (خوراسگان)، دانشگاه آزاد اسلامی، اصفهان، ایران (نویسنده مسئول).
3 - گروه مدیریت، واحد اصفهان (خوراسگان)، دانشگاه آزاد اسلامی، اصفهان، ایران
کلید واژه: ", انتظارات اربابرجوع", , ", تقاضاهای اربابرجوع", , ", رابطه فرد و سازمان", , ", سازمانهای دولتی", , ", عرضههای سازمانهای دولتی", .,
چکیده مقاله :
هدف: هدف این پژوهش، تدوین مدل انتظارات اربابرجوع از سازمانهای دولتی شهر اصفهان و بررسی شکاف موجود بین انتظارات و خدمات ارائهشده است.
روششناسی پژوهش: پژوهش بهصورت ترکیبی (کیفی و کمی) انجام شد. در بخش کیفی، دادهها از طریق مصاحبه نیمهساختاریافته با خبرگان، مدیران و اربابرجوع جمعآوری و با روش تحلیل مضمون براون و کلارک تحلیل گردید. در بخش کمی، دادهها از پرسشنامه محققساخته گردآوری و با استفاده از تکنیک دیمتل و آزمون مقایسه زوجی تحلیل شد.
یافتهها :مدل ارائهشده ابعادی از انتظارات و تقاضاهای اربابرجوع و عرضههای سازمانی را بهصورت منسجم تبیین میکند. شکاف معناداری بین انتظارات اربابرجوع و عرضههای سازمانهای دولتی شناسایی شد. این شکاف در برخی حوزهها بیشتر و نیازمند توجه مدیریتی است.
اصالت / ارزشافزوده علمی: پژوهش حاضر با ارائه مدلی بومیشده، نخستین گام علمی در شناخت و تحلیل انتظارات و ادراکات اربابرجوع در حوزه خدمات دولتی در ایران است. یافتهها میتوانند مبنای تصمیمگیری مدیران، سیاستگذاران و طراحان خطمشی عمومی قرار گیرند تا کیفیت تعامل میان مردم و دولت را بهبود بخشند.
Purpose:
This study aims to develop a model of client expectations from government organizations in the city of Isfahan and to examine the gap between these expectations and the services provided.
Research Methodology:
The research was conducted using a mixed-methods approach (qualitative and quantitative). In the qualitative phase, data were collected through semi-structured interviews with experts, managers, and clients, and analyzed using Braun and Clarke's thematic analysis method. In the quantitative phase, data were gathered via a researcher-made questionnaire and analyzed using the DEMATEL technique and paired comparison tests.
Findings:
The presented model cohesively explains dimensions of client expectations and demands as well as organizational offerings. A significant gap was identified between client expectations and the services provided by government organizations. This gap is more pronounced in certain areas and requires managerial attention.
Originality / Scientific Value:
This study offers a localized model and represents the first scientific step in understanding and analyzing client expectations and perceptions regarding government services in Iran. The findings can serve as a basis for decision-making by managers, policymakers, and public policy designers to improve the quality of interaction between citizens and the government.
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https:// doi.org/10.3390/su13063584.
