پیوندهای مفید
اخبار و اعلانات
آمار
| تعداد نشریات | 158 |
| تعداد شماره‌ها | 6,235 |
| تعداد مقالات | 67,807 |
| تعداد مشاهده مقاله | 115,282,544 |
| تعداد دریافت فایل اصل مقاله | 90,024,424 |
سنجش آثار کیفیت خدمات سازمان جهاد کشاورزی استان گیلان بر رضایتمندی صاحبان مشاغل خانگی | ||
| پژوهشهای روستائی | ||
| مقالات آماده انتشار، پذیرفته شده، انتشار آنلاین از تاریخ 19 آذر 1402 | ||
| نوع مقاله: مقاله پژوهشی | ||
| شناسه دیجیتال (DOI): 10.22059/jrur.2023.362741.1858 | ||
| نویسندگان | ||
| مهرناز توحیدی مقدم1؛ سیده فاطمه امامی2؛ مجید یاسوری* 3 | ||
| 1کارشناس پژوهشی، دانشگاه گیلان، رشت، ایران. | ||
| 2پژوهشگر پسادکترا، گروه جغرافیا دانشکده ادبیات و علوم انسانی، دکترای جغرافیا و برنامه ریزی روستایی، دانشگاه گیلان | ||
| 3استاد گروه جغرافیا دانشکده ادبیات و علوم انسانی، دکترای جغرافیا و برنامه ریزی روستایی، دانشگاه گیلان | ||
| چکیده | ||
| امروزه کیفیت خدمات به ویژه در سازمان‌های دولتی برای جلب رضایت ذینفعان، تبدیل به یک موضوع با اهمیت شده است. از طرفی دیگر مشاغل خانگی از جمله بخش‌های حیاتی فعالیت‌های اقتصادی کشورهای پیشرفته به شمار می‌آیند. پژوهش حاضر با هدف سنجش میزان کیفیت خدمات سازمان جهاد کشاورزی استان گیلان و تأثیر آن بر رضایتمندی صاحبان مشاغل خانگی انجام شد. روش این پژوهش از لحاظ هدف، کاربردی و از لحاظ گردآوری داده‌ها، میدانی بود. جامعه آماری این پژوهش تمام افرادی هستند که در مشاغل خانگی زیرمجموعه سازمان جهاد کشاورزی استان گیلان در سال 1402 به فعالیت می‌پردازند. حجم نمونه 220 نفر و روش نمونه‌گیری به صورت تصادفی ساده، ابزار گردآوری داده‌ها، پرسشنامه استاندارد بود. تحلیل توصیفی داده‌های پژوهش با استفاده نرم‌افزار SPSS26 انجام گرفت. به منظور بررسی فرضیه‌های پژوهش، با استفاده از مدل-یابی معادلات ساختاری به روش کمترین مربعات جزئی، از نرم افزار SmartPLS3 استفاده گردید. نتایج این پژوهش نشان داد میانگین متغیرهای رضایتمندی مشتری و کیفیت خدمات و ابعاد آن شامل عوامل فیزیکی (محسوس)، قابلیت اعتماد، پاسخگویی، اطمینان‌دهی، همدلی از نظر پاسخگویان از حد متوسط پایین‌تر است. نتایج حاکی از آن است که تمامی ابعاد کیفیت خدمات سازمان بر کیفیت خدمات تأثیرگذار است و همچنین کیفیت خدمات سازمان بر رضایتمندی مشتری تأثیر مثبت و مستقیم دارد. با توجه به تأثیر کیفیت خدمات سازمان بر رضایتمندی مشتریان، برای ارتقای سطح کیفیت خدمات سازمان جهاد کشاورزی استان گیلان و همچنین بهبود رضایتمندی صاحبان مشاغل خانگی از کیفیت خدمات این سازمان پیشنهادهایی ارائه گردید. | ||
| کلیدواژه‌ها | ||
| کیفیت خدمات؛ رضایتمندی مشتری؛ مدل سروکوال؛ مدل یابی معادلات ساختاری؛ سازمان جهاد کشاورزی | ||
| عنوان مقاله [English] | ||
| Measuring the Effects of Services Quality of Gilan Province Agricultural Jihad Organization on the Satisfaction of Home Business Owners | ||
| نویسندگان [English] | ||
| Mehrnaz Tohidi Moghadam1؛ Seyyedeh Fatemeh Emami2؛ Majid Yasouri3 | ||
| 1Research Expert, Faculty of Literature and Human Sciences, University of Guilan,, Rasht, IRAN. | ||
| 2Post-Doctoral Researcher, Department of Geography and Rural Planning, Faculty of Literature and Human Sciences, University of Guilan, IRAN. | ||
| 3Professor, Department of Geography and Rural Planning, Faculty of Literature and Human Sciences, University of Guilan, IRAN. | ||
| چکیده [English] | ||
| Extended Abstract 1. Introduction Public organizations are created to provide services to citizens, private sector and other institutions. It is obvious that the quality of services provided by public organizations faces many challenges. The public sector in developing countries has been introduced as a non-dynamic and non-responsive sector to the needs of stakeholders and the private sector. The quality of services, especially in government organizations, has become an important issue to satisfy the stakeholders. Government organizations realized that providing quality services to customers is one of the most important factors in building reputation and credibility among stakeholders. Therefore, government organizations are under increasing pressure to provide quality services and improve efficiency. Service quality is vital in any business organization because it determines the success or failure of the business. Parasuraman et al. (1988), the famous pioneers in the field of service quality, introduced a model that provides the possibility of measuring the perception of service quality of consumers, in such a way that "the perception of service quality is based on the comparison of consumer expectations with the actual performance of the service comes from it. Many authors claimed that five factors of service quality; That is, physical (tangible) factors, reliability, responsiveness, confidence and empathy determine the quality of service after treatment. Their research works have been widely used as a basic principle in the evaluation of service quality in many fields. It is generally agreed that service quality has a positive relationship with customer satisfaction. On the other hand, home businesses are among the vital parts of advanced activities. One of the important organizations that works in the field of civil engineering and rural industries is the Agricultural Jihad Organization. One of the most important issues, considering the important roles of the Gilan Province Agricultural Jihad Organization, is to check the quality of services that this organization provides to citizens and beneficiaries, and another issue is to check the level of satisfaction that home business owners have with this organization. have an organization Therefore, according to the review of the above, the purpose of this research is to measure the quality of services of the Gilan Province Agricultural Jihad Organization and its effect on the satisfaction of home business owners. 2. Methodology The method of this research was practical in terms of purpose and field in terms of data collection. The statistical population of this research is all the people who are working in home occupations under Gilan Province Agricultural Jihad Organization in 1402. The sample size is 220 people and the sampling method was simple random, the data collection tool was a standard questionnaire. The official and statistical data recorded by the Agricultural Jihad, which included working people under the support of this organization, were used. For this purpose, in the beginning, a list of people working in two independent and supporting groups under this organization in the fields of transformation and complementary industries of the agricultural sector, plant production activities, beekeeping, heavy livestock, chicken, goose and native duck breeding and sericulture, it was prepared and according to the available statistics, the distribution of supported activities in the cities of the province was determined on the map. 3. Results To check the validity of the questions of the research questionnaire, after checking the content of the questions, the content validity of the questionnaire was established. In addition, the research questionnaire is standard and derived from valid researches. In order to calculate the reliability of the research questionnaire for 30 prototypes, Cronbach's alpha method calculated by SPSS26 software was used. Cronbach's alpha coefficient for all research dimensions and variables was higher than 0.7. Therefore, it can be said that the research questionnaire has the necessary reliability. descriptive analysis of data was done using SPSS26 software. The largest number of respondents are men between 30 and 40 years old and with 5 to 10 years of work experience in domestic jobs. The results showed that the average variables of customer satisfaction and service quality and its dimensions, including physical (tangible) factors, reliability, responsiveness, reassurance, empathy, are lower than average according to the respondents. Considering that the significance level of the Kolmogorov-Smirnov test for all research variables and their dimensions was less than 0.05, therefore the research data are not normal. SmartPLS3 software was used in order to investigate the hypotheses of the research, using structural equation modeling by partial least squares method. The results indicate that at the 95% confidence level, all aspects of the organization's service quality have an impact on the service quality, and the organization's service quality has a positive and direct effect on customer satisfaction (p<0.05). 4. Discussion According to the acceptance of all research hypotheses at the 95% confidence level, the obtained results show that all dimensions of service quality, including physical (tangible) factors, reliability, responsiveness, reassurance, empathy have an impact on the quality of the organization's services. are influential and also the quality of the organization's services has a significant effect on customer satisfaction. In other researches, similar results have been obtained in line with all the results obtained from the present research. Also, many researches have confirmed the effect of service quality on customer satisfaction. 5. Conclusion Considering the effect of the organization's service quality on customer satisfaction, suggestions were made to improve the service quality level of the Gilan Province Agricultural Jihad Organization and also to improve the satisfaction of home business owners with the service quality of this organization. Acknowledgments The authors of this research are grateful to all the respondents who answered the questions. Conflict of Interest The researchers of this study do not have any conflict of interest with each other. | ||
| کلیدواژه‌ها [English] | ||
| Service Quality, Customer Satisfaction, ServQual Model, Structural Equation Modeling, Agricultural Jihad Organization | ||
| مراجع | ||
|
| ||
|
آمار تعداد مشاهده مقاله: 108 |
||