Document Type : Research Article
Authors
1 Ph.D. Student, Cultural Management of Facuty Management, Isfahan (Khorasgan) Branch, Islamic Azad University, Isfahan, Iran
2 Assistant professor of Cultural Management of Facuty Management, Isfahan (Khorasgan) Branch, Islamic Azad University, Isfahan, Iran
Abstract
Introduction
One of the main goal of any organization is to satisfy customers by providing good quality services. The purpose of this research was to present a model for customer respect in the judiciary of Isfahan, which used a mixed research method. This study was qualitative and quantitative research.
Method
The qualitative method included grounded theory (GT) and the quantitative method a survey method. The statistical population of this research consists of knowledgeable experts in the field of criminal justice, judges, lawyers and employees. In this research, 33 in-depth and semi-structured interviews were conducted, and with this number of interviews, a research reached information saturation, and also theoretical sampling and snowball technique were used. In order to evaluate the credibility, the conducted interviews were returned to them and approved. Also, validity of the structure, was done with AMOS software. The results of this analysis showed that the obtained factor loadings are all higher than 0.6, which indicates the construct validity of the mentioned questionnaire and no category is removed from the questionnaire.
Results
Causal conditions including good treatment, organizational structure and characteristics of employees, context including environmental and cultural conditions, intervening conditions including speed in the process and employees’ respect, strategies including strengthening infrastructure facilities, personnel evaluation system, empowerment, correct application of the law, optimal management of referrals, education and cultural building and the consequences include social peace, social trust, and advancement of affairs.
Discussion
According to the present research, it can be stated that paying attention to all the factors affecting customer respect, including technical infrastructure, characteristics of employees and managers, environmental laws and regulations, culture building, motivation, empowerment, and social trust can develop customer respect in the Justice Department.
Keywords
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