تدوین مدل مدیریت شکایات مشتریان مبتنی براستقرار مدیریت کیفیت جامع، حقوق شهروندی و رضایت شغلی در ادارات تربیت بدنی
محورهای موضوعی : علوم ورزش
یوسف رستم پور
1
,
حمید جنانی
2
,
جعفر برقی مقدم
3
,
محمدرحیم نجف زاده
4
1 - دانشجوی دکترای مدیریت ورزشی،گروه تربیت بدنی ،واحدتبریز،دانشگاه آزاد اسلامی ،تبریز ،ایران
2 - استادیار، گروه تربیتبدنی، واحد تبریز، دانشگاه آزاد اسلامی، تبریز، ایران
3 - استادیار گروه تربیت بدنی ، واحد تبریز، دانشگاه ازاد اسلامی ،تبریز، ایران
4 - استادیار گروه مدیریت ورزشی، دانشگاه آزاد اسلامی واحد تبریز، تبریز- ایران
کلید واژه: مدیریت شکایات, مدیریت کیفیت, رضایت شغلی, حقوق شهروندی, تربیت بدنی,
چکیده مقاله :
هدف از تحقیق حاضر طراحی مدل مدیریت شکایات مشتریان مبتنی براستقرار مدیریت کیفیت جامع ، حقوق شهروندی و رضایت شغلی در ادارات تربیت بدنی . تحقیق از نوع توصیفی – پیمایشی که بر روی کارکنان دانشگاههای آزاد اسلامی شمال غرب کشور 180 نفر نمونه پژوهش بصورت تصادفی برای تکمیل پرسشنامه انتخاب , به منظور جمع آوری دادهها و اندازه گیری متغیرهای مدل از پرسشنامه های استاندارد برای هریک از متغیرها استفاده و روایی صوری و محتوایی پرسشنامه اساتید دانشگاهی متخصص در حوزه مدیریت ورزشی پژوهش تأیید . روایی همگرا نیز با استفاده از متوسط واریانس استخراج شده و روایی واگرا با استفاده از ماتریس فورنل-لارکر تایید . برای تجزیه وتحلیل دادهها ازروشهای آمار توصیفی و تحلیل عاملی تاییدی و برای ارائه مدل، تکنیک مدل یابی معادلات ساختاری از نرم افزار های SPSS و Smart PLS استفاده . قبل از آزمون فرضیه ها مدل بیرونی، مدل درونی و کلیت مدل تحقیق با شاخص های مناسب مورد برازش .یافته ها نشان داد که مدیریت کیفیت جامع به طور مستقیم بر مدیریت شکایات مشتریان (001/0=p)، رضایت شغلی (001/0=p) و آگاهی از حقوق شهروندی (001/0=p) تاثیر معنی دار، اما به واسطه متغیرهای میانجی رضایت شغلی و آگاهی از حقوق شهروندی، این رابطه معنادار نیست (05/0<p). همچنین برازش مدل حاکی از عدم معنی داری رابطه آگاهی از حقوق شهروندی با مدیریت شکایات مشتری (523/0=p) و عدم معنی داری رضایت شغلی بر مدیریت شکایات مشتریان است (111/0=p). ، مدیریت کیفیت جامع بطور مستقیم بر مدیریت شکایات مشتریان، رضایت شغلی و آگاهی از حقوق شهروندی اثرگذار است
The purpose of this research is to design a customer complaint management model based on the establishment of comprehensive quality management, citizen rights and job satisfaction in physical education departments. Descriptive research - a survey on the employees of the Islamic Azad Universities in the northwest of the country, 180 research samples were randomly selected to complete the selection questionnaire, in order to collect data and measure the variables of the model from standard questionnaires for each variable, use and face validity and The contents of the questionnaire of academic professors specializing in the field of sports management, research verification. Convergent validity was also extracted using average variance and divergent validity was confirmed using Fornell-Larker matrix. Descriptive statistics and confirmatory factor analysis methods were used to analyze the data and SPSS and Smart PLS software were used to present the model and the structural equation modeling technique. .findings It showed that comprehensive quality management has a significant effect directly on the management of customer complaints (p=0.001), job satisfaction (p=0.001) and awareness of citizenship rights (p=0.001), but due to the variables Mediator of job satisfaction and awareness of citizenship rights, this relationship is not significant (p<0.05). Also, the fit of the model indicates the non-significance of the relationship between the awareness of citizenship rights and the management of customer complaints (p=0.523) and the non-significance of job satisfaction on the management of customer complaints (p=0.111). Comprehensive quality management directly affects the management of customer complaints, job satisfaction and awareness of citizen's rights
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