همکاری با انجمن روان‌شناسی صنعتی و سازمانی ایران

تدوین الگوی مناسب برای تکریم ارباب رجوع

نوع مقاله : مقاله پژوهشی

نویسندگان

1 دانشجوی دکتری رشته مدیریت فرهنگی، دانشکده مدیریت، دانشگاه آزاد اسلامی واحد خوراسگان، اصفهان،ایران

2 استادیار رشته مدیریت فرهنگی، دانشکده مدیریت، دانشگاه آزاد اسلامی واحد خوراسگان، اصفهان ، ایران

چکیده
یکی از اهداف اصلی هر سازمان ،جلب رضایت مشتریان و ارباب رجوع از طریق ارائه خدمات با کیفیت مطلوب است. هدف تحقیق حاضر، ارائه الگوی تکریم ارباب رجوع در دادگستری اصفهان بود، که از روش تحقیق آمیخته ( کیفی و کمی) استفاده شده است .روش کیفی شامل گراندد تئوری (داده بنیاد) و روش کمی شامل روش پیمایشی است. جامعه آماری این تحقیق را خبرگان آگاه در حوزه جرم و جرائم دادگستری، قضات، وکلا و کارکنان تشکیل می‏دهند. در این پژوهش 33 مصاحبه عمیق و ‏نیمه‌ساختار‌یافته انجام شد که با این تعداد مصاحبه، پژوهش به اشباع اطلاعاتی رسید، و هم‌چنین از نمونه‌گیری ‏نظری و در ادامه روش گلوله برفی بهره گرفته شد. به منظور ارزیابی پایایی، مصاحبه‌های انجام‌شده، برای آنها بازگردانده شد ‏و مورد تأیید قرار گرفت. مصاحبه‌ها طی هماهنگی قبلی با افراد منتخب، در محیطی آرام و امن به مدت 60 الی 120 دقیقه به طور کامل ضبط شد. هم‌چنین به منظور بررسی روایی سازه، از تحلیل عامل تأییدی به کمک نرم‌افزار AMOS استفاده شد. نتایج تحلیل عامل تأییدی نشان می­دهد، که بارهای عاملی به دست آمده همگی از 6/0 بالاتر است،که این مطلب نشان‌دهنده روایی سازه پرسش‌نامه مذکور است. شرایط علی شامل حسن برخورد، ساختار سازمانی و ویژگی‌های کارکنان، شرایط زمینه­ای شامل عوامل محیطی و فرهنگی، شرایط مداخله‌گر شامل سرعت در روند و تکریم کارکنان، راهبرد­ها شامل تقویت زیرساخت­های تسهیلی، سیستم ارزیابی کارکنان، توانمندسازی، اِعمال صحیح قانون، مدیریت بهینه مراجعات، آموزش و فرهنگ‌سازی و پیامد­های حاصل شامل آرامش اجتماعی، اعتماد اجتماعی، پیشبرد امور به دست آمد. با توجه به پژوهش حاضر می‌توان چنین اعلام داشت که توجه به تمامی عوامل مؤثر بر تکریم ارباب رجوع شامل زیرساخت­های فنی، ویژگی‌های کارکنان و مدیران، قوانین و مقررات محیطی، فرهنگ‌سازی، انگیزش، توانمندسازی و اعتماد اجتماعی مسیر را جهت توسعه تکریم ارباب رجوع در دادگستری هموار نماید.

کلیدواژه‌ها


عنوان مقاله English

Developing a Suitable Model for Customer Respect

نویسندگان English

mohammad Parvaresh 1
Hamid Davazdahemami 2
Saeed Sharifi 2
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
چکیده English

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.

کلیدواژه‌ها English

Customer respect
Grounded Theory
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دوره 9، شماره 1
تیر 1401
صفحه 129-150

  • تاریخ دریافت 20 فروردین 1401
  • تاریخ بازنگری 06 خرداد 1401
  • تاریخ پذیرش 25 مرداد 1401