ارتباط رضایتمندی از خدمات شهری و کیفیت زندگی شهروندان، با استفاده از روش حداقل مربعات جزیی (موردپژوهی: کلانشهر تهران)
محورهای موضوعی :
معماری و شهرسازی
فاطمه سادات حسینی نژاد
1
(دکترای برنامه ریزی شهری و منطقه ای، دانشگاه شهید بهشتی، دانشکده معماری و شهرسازی. *(مسوول مکاتبات))
مظفر صرافی
2
(استاد دانشگاه شهید بهشتی، دانشکده معماری و شهرسازی.)
تاریخ دریافت : 1396/08/25
تاریخ پذیرش : 1397/05/30
تاریخ انتشار : 1400/07/01
کلید واژه:
کیفیت زندگی,
انتظارات شهروندان,
رضایتمندی از خدمات شهری,
کیفیت تجربه شده,
کلانشهر تهران,
چکیده مقاله :
زمینه و هدف: مفهوم کیفیت زندگی شهری در ارتباط با محیط شهری شکل می گیرد و ابعاد عینی آن محیط را به ارزیابی ذهنی مردم از آن، متصل می‌کند. این انگاشت، از تمامی جنبه های زندگی شهری(شامل محیط طبیعی، ساخته شده، اجتماعی و اقتصادی) تاثیر می‌پذیرد. خدمات شهری، بخشی از محیط شهری است که در جهت تامین نیازهای اساسی شهروندان ارائه می‌گردد. هدف این پژوهش، شناخت چگونگی تاثیر رضایتمندی از خدمات شهری بر کیفیت زندگی شهروندان است.روش پژوهش: در این پژوهش با به کارگیری رهیافتی توصیفی-تحلیلی، به تدوین چارچوب مفهومی پژوهش، مبتنی بر متون تخصصی پرداخته شده و سپس مدل کمی پژوهش ارائه گردیده است. داده های به دست آمده از پرسشنامه های ساکنان در 30 محله از شهر تهران که با روش تصادفی سیستماتیک از ساکنان قطعات مسکونی جمع آوری شده، با استفاده از روش حداقل مجذورات جزیی و نرم افزار SmartPLS3.0 در قالب مدل پیشنهادی مورد تحلیل قرار گرفته است.یافته ها: ارتباطی مستقیم و معنادار میان "رضایتمندی از خدمات شهری" و نیز "کیفیت تجربه شده" با "کیفیت زندگی" شهروندان وجود دارد. شاخص های "استاندارد خدمات"، "ساعت کاری" و "استفاده از فن آوری در ارائه خدمات" از دید شهروندان، بیشترین تاثیر را بر سازه "کیفیت تجربه شده" دارند. همچنین، سازه "انتظارات شهروندان از خدمات شهری" بیشتر تحت تاثیر دو شاخص "تجربه پیشین شهروند" و "ارتباطات خدماتی غیر آشکار" است.بحث و نتیجه‌گیری: یافته‌های پژوهش، بر لزوم توجه سازمان‌های متولی تامین و ارائه خدمات شهری به عوامل تعیین کننده رضایتمندی از خدمات شهری در جهت ارتقای کیفیت زندگی شهروندان تاکید می‌ورزد.
چکیده انگلیسی:
Background & Objective: The concept of urban quality of life is developed in relation to the urban environment and connects the objective dimensions of that environment to the citizens’ subjective assessments. This concept is influenced by all aspects of urban life (including the natural, built environment, social and economic aspects). Urban services are parts of the urban environment, which are provided and delivered with the aim of meeting the citizens’ basic needs. The purpose of this research is to investigate how satisfaction with these services affects citizens’ quality of life.Material and Methodology: In this research, using a descriptive-analytical approach, and based on literature review, the conceptual framework of research has been developed and then the quantitative research model is presented. Data obtained by citizens’ questionnaires on 30 neighborhoods in Tehran on a set of urban services, collected by systematic random sampling method from the residents of plots, have been analyzed, utilizing Partial Least Squares method and SmartPLS3.0 software in the form of the proposed model.Findings: There is a direct and significant relationship between “satisfaction with urban services” as well as “experienced quality” and the citizens’ “quality of life”. Indices of "standard services", "working hours" and "use of technology in service delivery" in citizens’ view, have the most important effects on "experienced quality" construct. Also, the construct of "citizens' expectations of urban services" is more affected by "previous experience” of the citizen and "implicit service communications” indices.Discussion and Conclusions: Research findings emphasize on the necessity of paying attention to the factors determining the satisfaction with urban services by the responsible organizations in urban services provision and delivery, in order to improve the citizens’ quality of life.
منابع و مأخذ:
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Basakha M, Kohneshahri LA, Masaeli A. 2010. Ranking the Quality of Life in Iran Provinces. Social Welfare Quarterly, 10 (37): 95–112. (In Persian)
Zebardast, Esfandiar; Baniamerian, Mahsa. 2009. The evaluation of the relationship between subjective and objective indices of general services of urban life quality in new city of Hashtgerd. Journal of art University. NO. 3. (In Persian)
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Van Kamp,I., Leidelmeijer, K., Marsman,G. & De Hollander, A. 2003. Urban environmental quality and human well-being towards a conceptual framework and demarcation of concepts; a literature study, a literature study. Landscape and Urban Planning. 65:5–18.
Lim, P. C and Tang, N. K. H. 2000. A Study of Patients’ Expectations and Satisfaction in Singapore Hospitals. International Journal of Health Care Quality Assurance. 13 (7). pp. 290-99.
MORI.2002. Public service reform: measuring and understanding customer satisfaction. MORI review. London. Office of public services.
Parasuraman, A., Zeithaml, V.A. and Berry, L. 1991. Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing. 67 (4) winter, pp. 420-50
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Gronroos, C. 1984. A service quality model and its marketing implications. European Journal of Marketing, 18(4):36-44.
Ramseook-Munhurrun, P., D. Lukea-Bhiwajee, S., & Naidoo, P. 2010. Service quality in the public service.International Journal of Management and Marketing Research. Volume 3. Number 1.
Deicbmann, U. & Lall, S. 2003. Are You Satisfied? Citizen Feedback and Delivery of Urban Services.The World Bank, Development Research Group. Infrastructure and Environment.
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Agarwal, R. Karahanna, E. 2000.Time flies when you’re having fun: Cognitive absorption and beliefs about information technology usage .MIS Quarterly 24(4):694-665.
Ciavolino E., Nitti M. 2010. High-order constructs for the structural equation model. In: V meeting on dynamics of social and economic systems. DYSES. Book of the abstracts. Fifth International Workshop on Dynamics of Social and Economic Systems.
Sarstedt, M., Ringle, C.M., Smith, D., Reams, R. and Hair, J.F. 2014. Partial least squares structural equation modeling (PLS-SEM): A useful tool for family business researchers. Journal of Family Business Strategy 5(1):105-115.
Davari A, Rezazadeh A.2013. Structural equation modeling with PLS. Jahad Daneshgahi Publication, Tehran.(In Persian)
Hulland, J. 1999. Use of partial least squares (PLS) in strategic management research: a review of four recent studies. Strategic Management Journal. 20(2): 195-204
Hair, Jr. J. F., Black, W.C., Babin, B.J., Anderson, R. E., Tatham, R.L. 2006. Multivariate data analysis. (6th Ed.). Pearson-Prentice Hall. Upper Saddle River. NJ.
Wixom, B. H., &Watson, H. J. 2001. An Empirical Investigation of the Factors Affecting Data Warehousing Success. MIS Quarterly. 25(1): 17-38.
Wetzels, M., Odekerken-Schroder, G. and Van Oppen, C. 2009.Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration. MIS Quarterly. 33: 177-195.
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Tesfazghi, E. 2009. Urban quality of life and its spatial distribution in Addis Ababa: Kirkos sub-city. International institute for geo- information science and earth observations. Enschede.
Kondrotaitė, G. 2012.Evaluation of the Quality of Public Services in Lithuanian Municipalities. Intellectual Economics, Vol. 6, No. 3(15): 393–411.
OECD, 1987.Managing and financing urban services (Paris: Organization for Economic Co-operation and Development.
Vogel, R.K.editors.1997.Handbook of research on urban politics and policy in the United States. Greenwood Press. USA.
http://www.mercerhr.com
http://www.economist.com
http://www.urbanaudit.org
Eurobarometer, European Commission. 2011. Eurobarometer Qualitative studies. Well-being – Aggregate Report, TNS Qual+.
OECD.2014.How's Life? Measuring Well-being. OECD Publishing.http://www.oecdbetterlifeindex.org/
The Happiness Initiative Team. 2011.” Happiness Report Card for Seattle “, Seattle. United States
Bristol City Council.2016.Quality of Life in Bristol 2015-16: Results of 2015 survey, Bristol, Britain, http://www.bristol.gov.uk/qualityoflife
Federation of Canadian Municipalities. 2002. A guide to sustainable asset management for Canadian municipalities. http://www.municipaldata-donneesmunicipales.ca/
Jamieson, K. 2007.Quality of life in twelve of New Zealand’s cities, Christchurch, New Zealand: New Zealand Government.
Lee, Y.J. 2008. Subjective Quality of life measurement in Taipei. Building and Environment. Vol.43. No.7.
Ivaldi, E., Bonatti, G. & Soliani, R.2014.Composite Index for Quality of Life in Italian Cities: An Application to URBES Indicators. Review of Economics & Finance. Department of Economics. University of Genova. Italy.
Tehran urban planning & research centre.2010. Identifying the quality of life in Tehran city, Tehran municipality. (In Persian)
Basakha M, Kohneshahri LA, Masaeli A. 2010. Ranking the Quality of Life in Iran Provinces. Social Welfare Quarterly, 10 (37): 95–112. (In Persian)
Zebardast, Esfandiar; Baniamerian, Mahsa. 2009. The evaluation of the relationship between subjective and objective indices of general services of urban life quality in new city of Hashtgerd. Journal of art University. NO. 3. (In Persian)
Nedjat S1, Montazeri A, Holakouie K, Mohammad K, Majdzadeh R.2006. The World Health Organization quality of Life (WHOQOL-BREF) questionnaire: Translation and validation study of the Iranian version, Journal of School of Public Health and Institute of Public Health Research, Volume 4, Issue 4. (In Persian)
Pacione, M. 2005. Urban geography: global perspective.London: Routledge. Second edition.
Diener, E., & Suh, E. 1997. Measuring quality of life: economic, social and subjective indicators. Social Indicators Research .40: 189–216.
Hagerty, M., Cummins, R., Ferris, A., Land, K., Michalos, A., Peterson, M., Sharpe, A., Sirgy, J. &Vogel, J. 2001. Quality of life indexes for national policy: review and agenda for research. Social Indicators Research 55: 1–96.
Van Kamp,I., Leidelmeijer, K., Marsman,G. & De Hollander, A. 2003. Urban environmental quality and human well-being towards a conceptual framework and demarcation of concepts; a literature study, a literature study. Landscape and Urban Planning. 65:5–18.
Lim, P. C and Tang, N. K. H. 2000. A Study of Patients’ Expectations and Satisfaction in Singapore Hospitals. International Journal of Health Care Quality Assurance. 13 (7). pp. 290-99.
MORI.2002. Public service reform: measuring and understanding customer satisfaction. MORI review. London. Office of public services.
Parasuraman, A., Zeithaml, V.A. and Berry, L. 1991. Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing. 67 (4) winter, pp. 420-50
Wirtz J. and Lovelock, C.H. 2016. Services Marketing: People, Technology, Strategy. 8th ed., World Scientific, ISBN 9781944659004 .
Gronroos, C. 1984. A service quality model and its marketing implications. European Journal of Marketing, 18(4):36-44.
Ramseook-Munhurrun, P., D. Lukea-Bhiwajee, S., & Naidoo, P. 2010. Service quality in the public service.International Journal of Management and Marketing Research. Volume 3. Number 1.
Deicbmann, U. & Lall, S. 2003. Are You Satisfied? Citizen Feedback and Delivery of Urban Services.The World Bank, Development Research Group. Infrastructure and Environment.
Winer, R.S. & Dhar, R. 2011. Marketing management. 4th ed. New Jersey: Pearson.
Al Salmi, M. & Hansan, N. 2016.Government Operation Excellence (GOE): Case of Sultanate of Oman. International Journal of Innovative and Applied Research.Volume 4. Issue (1): 15- 34
Chin, W.W. 2010.How to write up and report PLS analyses .Handb. Partial Least Sq.: 655–690.
Hair, J.F., Ringle, C.M., Sarstedt, M. 2011.PLS-SEM: Indeed a silver bullet. Journal of Marking Theory and Practice.19:139–152.
Agarwal, R. Karahanna, E. 2000.Time flies when you’re having fun: Cognitive absorption and beliefs about information technology usage .MIS Quarterly 24(4):694-665.
Ciavolino E., Nitti M. 2010. High-order constructs for the structural equation model. In: V meeting on dynamics of social and economic systems. DYSES. Book of the abstracts. Fifth International Workshop on Dynamics of Social and Economic Systems.
Sarstedt, M., Ringle, C.M., Smith, D., Reams, R. and Hair, J.F. 2014. Partial least squares structural equation modeling (PLS-SEM): A useful tool for family business researchers. Journal of Family Business Strategy 5(1):105-115.
Davari A, Rezazadeh A.2013. Structural equation modeling with PLS. Jahad Daneshgahi Publication, Tehran.(In Persian)
Hulland, J. 1999. Use of partial least squares (PLS) in strategic management research: a review of four recent studies. Strategic Management Journal. 20(2): 195-204
Hair, Jr. J. F., Black, W.C., Babin, B.J., Anderson, R. E., Tatham, R.L. 2006. Multivariate data analysis. (6th Ed.). Pearson-Prentice Hall. Upper Saddle River. NJ.
Wixom, B. H., &Watson, H. J. 2001. An Empirical Investigation of the Factors Affecting Data Warehousing Success. MIS Quarterly. 25(1): 17-38.
Wetzels, M., Odekerken-Schroder, G. and Van Oppen, C. 2009.Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration. MIS Quarterly. 33: 177-195.
