ارزیابی عملکرد شهرداری با تاکید بر سنجش میزان رضایت مندی ساکنین از خدمات شهری با استفاده از مدل کانو (نمونه موردی: شهرداری منطقه 1 شهر شیراز

محورهای موضوعی : معماری و شهرسازی

کرامت الله زیاری ¹ (استاد، عضو هیأت علمی دانشکده جغرافیا، دانشگاه تهران، تهران، ایران.)
لیلا محمدی کاظم آبادی ² (دانشجوی دکتری جغرافیا و برنامه ریزی شهری، دانشگاه مازندران، مازندران، ایران. * (مسوول مکاتبات))
حمیده زعیمی ³ (کارشناس ارشد برنامه ریزی شهری، دانشگاه آزاد اسلامی، یاسوج، ایران.)
محمد علی خانی زاده ⁴ (کارشناس ارشد برنامه ریزی شهری، اداره کل تشخیص و وصول درآمد شهرداری شیراز، شیراز، ایران.)

تاریخ دریافت : 1396/07/01 تاریخ پذیرش : 1397/01/22 تاریخ انتشار : 1400/08/01

کلید واژه: شهرداری, مدل کانو, خدمات, رضایتمندی, شهر شیراز,

چکیده مقاله :

زمینه و هدف: امروزه، رضایت مندی شهروندان یکی از ابزارهای عمده در سنجش عملکرد شهرداری ها محسوب می شود. از این رو، در این مقاله تلاش می شود که با استفاده از نظرات شهروندان، میزان رضایت آنان از عملکرد شهرداری منطقه 1 شهر شیراز مورد سنجش قرار گیرد تا بتوان از این رهگذر، با شناخت نقاظ قوت و ضعف عملکرد شهرداری، راهکارهایی جهت بهبود عملکرد این سازمان و افزایش رضایت شهروندان ارایه نمود. هدف اصلی و کلی این طرح بررسی میزان و عوامل موثر بر رضایت شهروندان شیراز از خدمات ارایه شده توسط شهرداری شیراز می باشد.روش بررسی: این تحقیق به لحاظ هدف کاربردی و به لحاظ ماهیت توصیفی تحلیلی و از نوع پیمایشی با استفاده از ابزار پرسش نامه بوده است. پایایی ابزار تحقیق برپایه ضریب آلفای کرونباخ برای پرسش نامه کانو 70/0 به دست آمده است. سپس با استفاده از نرم افزارspss داده ها مورد تجزیه و تحلیل قرار گرفتند.یافته ها: نتایج حاصل از آزمون کای اسکوئر رضایت مندی متوسط به بالای شهروندان یعنی 82/70 را نشا ن داد، همچنین نتایج آزمون کای اسکوئر نشان داد که مردان رضایت کم تری نسبت به زنان از عملکرد شهرداری دارند و هرچقد میزان تحصیلات و سن افزایش یافته میزان رضایت مندی کم تر شده و رضایت کارمندان و دانشجویان نیز کم تر از مشاغل دیگر بوده است همچنین نتایج حاصل از آزمون کانو نشان داد که که سطح رضایت مندی شهروندان از (نیازهای اساسی با ضریب رضایت (35/0) در سطح پایین و نیازهای عملکردی با ضریب رضایت (584/0) در سطح متوسط و نیازهای هیجانی با ضریب (723/0) در سطح بالاتری قرار دارد.بحث و نتیجه گیری: با توجه به کیفیت پایین خدمات ارائه شده در نیازهای اساسی که از جمله وظایف ذاتی شهرداری محسوب می شود، این امر بر رفتارشهروندان، به خصوص درمشارکت درامور شهری تأثیر منفی داشته است.

چکیده انگلیسی:

Background and Objective: Citizens' satisfaction is one of the main means of measuring the performance of municipalities today. Therefore, in this paper, it will be tried to use the citizens' opinions to measure their satisfaction with the performance of the municipality of Shiraz, district 1, so that, by recognizing the weakness and weakness of the municipality's performance, there are solutions to improve the performance The organization provided increased citizens' satisfaction. The main purpose of this project is "to investigate the extent and factors affecting the satisfaction of citizens of Shiraz from the services provided by the Shiraz municipalityMaterial and Methodology: This research was applied in terms of its descriptive-analytical nature and survey type using questionnaire tool. Reliability of the research tool was based on Cronbach's alpha coefficient for Cano questionnaire (0/70). Data were then analyzed using spss software.Findings: The results of the Chi-square test showed a moderate to high satisfaction rate of 70.82. Also, the results of the Chi-square test showed that men had less satisfaction than the performance of the municipality, and each level of education and age increased Satisfaction was lower, and satisfaction of staff and students was also lower than other jobs. Also, the results of the Kano test showed that the level of satisfaction of citizens (basic needs with satisfaction coefficient (0.35) at low level and functional needs with satisfaction coefficient (584 / 0) is at a moderate level and emotional needs are at a higher level with a coefficient of (723/0).Discussion and Conclusion: Due to the low quality of services provided in the basic needs which are considered to be the intrinsic duties of the municipality, this has had a negative effect on the behavior of the landlords, especially in participating in urban activities.

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