طراحی الگوی سنجش رضایت شهروندان و مراجعین مدیریت خدمات شهری و کانال های ارتباط با شهروند (مورد کاوی: منطقه ویژه اقتصادی پارس)

نوع مقاله : مقاله پژوهشی

نویسندگان

1 استادیار دانشکده علوم انسانی، واحد لامرد، دانشگاه آزاد اسلامی، لامرد، ایران

2 دانشجوی دکتری واحد لامرد، دانشگاه آزاد اسلامی، لامرد، ایران و پژوهشگر حوزه سازمان مدیریت و برنامه ریزی کشور

چکیده

پژوهش حاضر با هدف طراحی الگوی سنجش رضایت شهروندان و مراجعین مدیریت خدمات شهری و کانال­های ارتباط با شهروند انجام شد. پژوهش از لحاظ نوع هدف کاربردی و از لحاظ شیوه‌ی جمع­آوری اطلاعات توصیفی-پیمایشی می باشد. جامعه‌ی آماری شامل کلیه شهروندان در سازمان منطقه ویژه اقتصادی پارس جنوبی به تعداد نامحدود می‌باشد که پس مشورت با متخصصان از طریق فرمول کوکران 300 نفر به عنوان حجم نمونه انتخاب و در پژوهش شرکت داده شدند. ابزار اندازه گیری پژوهش یک پرسشنامه محقق ساخته بررسی میزان رضایت شهروندان از خدمات واحد مدیریت شهری منطقه ویژه بود. که روایی آن علاوه بر تحلیل گویه، مورد تأیید متخصصان قرار گرفت و پایایی آن با استفاده از آلفای کرونباخ برابر 83/. محاسبه شد. تجزیه و تحلیل داده­‌ها نیز با استفاده از  روش­های آمار توصیفی و روش‌های آمـار استنباطی (تی و مدل معادلات ساختاری)، انجام شد. نتایج پژوهش نشان داد؛ 12 مؤلفه­ی وضعیت نور و روشنایی،  وضعیت پروژه های عمران شهری، وضعیت مهندسی ایمنی، وضعیت حمل و نقل عمومی، وضعیت علایم و تابلوهای شهری، وضعیت جمع­آوری پسماند، وضعیت تنظیف شهری، وضعیت سرویس های بهداشتی، وضعیت فضای سبز، وضعیت سلامت شهروندان، وضعیت امنیت اجتماعی و وضعیت زیست محیطی بر رضایتمندی از خدمات عمومی تأثیر معناداری بر رضایت شهروندان دارد. همچنین میانگین (انحراف معیار) مربوط به وضعیت هر 12 مؤلفه میانگینی بالاتر از میانگین فرضی جامعه (0/3)، دارند. لذا، وضعیت تمامی 12 حوزه از دیدگاه شهروندان مطلوب است.

کلیدواژه‌ها


عنوان مقاله [English]

design a model for measuring citizen satisfaction and client management utilities and channels of communication with the citizens

نویسندگان [English]

  • Seyed Ahmad Hashemi 1
  • Abolfazl Abbasi 2
1 MMM
2 ...
چکیده [English]

The present study was aimed at designing a model for citizens' satisfaction assessment and clients of urban services management and communication channels with citizens. The research is in terms of the type of applied target and in terms of collecting descriptive-survey information. The statistical society includes all citizens in the South Pars Organization of Special Economic Zone (IRI). After consultation with experts, 300 people were selected as sample volumes using Cochran formula and participated in the research. The research tool was a researcher-made questionnaire to assess the satisfaction of citizens from the services of the special department of city administration. Its validity, in addition to Goya's analysis, was approved by experts and its reliability was 0.83 using Cronbach's alpha. Calculated. Data analysis was carried out using descriptive statistics (frequency, percentage, mean, standard deviation, mean and fashion), and inferential statistics (T and structural equation model). The results of this study showed in general: 12 components of lighting and lighting status, urban construction projects status, safety engineering status, public transport status, urban signs and status, waste collection status, urban cleaning condition, service status Health status, green space status, citizens 'health status, social security status and environmental status on satisfaction with public services have a significant effect on citizens' satisfaction. Also, the average (standard deviation) of the status of each of the 12 average components is higher than the hypothetical average of society (0.3). Therefore, the status of all 12 domains is desirable from the citizen's point of view.

کلیدواژه‌ها [English]

  • رضایت
  • شهروندان
  • خدمات؛ شهری
  • شهرداری
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