استراتژی‌های مدیریت شکایات مشتریان در ادارات تربیت بدنی: پیوندی میان مدیریت کیفیت جامع، حقوق شهروندی و رضایت شغلی
محورهای موضوعی : مدیریت منابع
یوسف رستم پور
1
,
حمید جنانی
2
,
جعفر برقی مقدم
3
,
محمد رحیم نجف زاده
4
1 - دانشجوی دکترای مدیریت ورزشی،گروه تربیت بدنی ،واحدتبریز،دانشگاه آزاد اسلامی ،تبریز ،ایران
2 - استادیار گروه تربیت بدنی ، واحد تبریز، دانشگاه ازاد اسلامی ،تبریز، ایران
3 - استادیار گروه تربیت بدنی ، واحد تبریز ، دانشگاه ازاد اسلامی ،تبریز، ایران
4 - استادیار مدیریت ورزشی گروه تربیت بدنی و علوم ورزشی دانشگاه آزاد واحد تبریز. تبریز. ایران
کلید واژه: مدیریت, سبک رهبری, جو سازمانی, پاسخگویی, مشتری, اداره تربیت بدنی,
چکیده مقاله :
این تحقیق به بررسی استراتژی‌های مدیریت شکایات مشتریان در ادارات تربیت بدنی دانشگاه‌های آزاد اسلامی شمال غرب کشور می‌پردازد و ارتباط بین مدیریت کیفیت جامع، حقوق شهروندی و رضایت شغلی کارکنان را تحلیل می‌کند. این مطالعه از نوع توصیفی پیمایشی بوده و جامعه آماری آن شامل کلیه کارکنان این دانشگاه‌ها است. از 340 نفر، 180 نفر به‌صورت تصادفی به‌عنوان نمونه انتخاب شدند. برای جمع‌آوری داده‌ها، از پرسشنامه‌های استاندارد شامل مدیریت شکایات مشتریان، مدیریت کیفیت فراگیر، حقوق شهروندی و رضایت شغلی استفاده شد که روایی آن‌ها توسط متخصصان تأیید گردید.یافته‌ها نشان دادند که مدیریت کیفیت جامع به‌طور مستقیم بر مدیریت شکایات مشتریان، رضایت شغلی و آگاهی از حقوق شهروندی تأثیر معنی‌داری دارد. با این حال، این روابط به واسطه متغیرهای میانجی رضایت شغلی و آگاهی از حقوق شهروندی معنادار نیستند. همچنین، نتایج نشان‌دهنده عدم معنی‌داری رابطه آگاهی از حقوق شهروندی و رضایت شغلی با مدیریت شکایات مشتریان بود.بر اساس نتایج این پژوهش، ایجاد روابط مناسب با مشتری و رسیدگی مؤثر به شکایات آن‌ها می‌تواند به افزایش و حفظ مشتریان کمک کند. بنابراین، توجه به مدیریت کیفیت جامع و توانمندسازی کارکنان، به همراه انعطاف‌پذیری در پاسخ به خواسته‌های مشتریان، می‌تواند به بهبود مدیریت شکایات و افزایش رضایت مشتریان کمک کند.
This research examines customer complaints management strategies in the physical education departments of Islamic Azad Universities in northwest Iran, analyzing the relationship between Total Quality Management, citizenship rights, and employee job satisfaction. The study is descriptive and survey-based, with a population consisting of all employees at these universities. Out of 340 individuals, 180 were randomly selected as the sample. Standardized questionnaires were used for data collection, covering customer complaints management, Total Quality Management, citizenship rights, and job satisfaction, with their validity confirmed by experts.The findings indicate that Total Quality Management has a significant direct impact on customer complaints management, job satisfaction, and awareness of citizenship rights. However, these relationships are not significant when mediated by job satisfaction and awareness of citizenship rights. Additionally, the results show that there is no significant relationship between awareness of citizenship rights and job satisfaction with customer complaints management.Based on the results of this study, establishing appropriate relationships with customers and effectively addressing their complaints can help increase and retain customers. Therefore, focusing on Total Quality Management and empowering employees, along with being flexible in responding to customer needs, can enhance complaints management and improve customer satisfaction.
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