ارزیابی راهبردی کیفیت خدمات شهرداری یزد با رویکرد تلفیقی مدل سروپرف و ماتریس مشاوران گروه بوستون بر مبنای تحلیل روابط خاکستری فازی

نوع مقاله : مقاله علمی پژوهشی

نویسندگان

1 دانشیار گروه مدیریت صنعتی، دانشگاه یزد، یزد، ایران

2 دانشجوی دکتری مدیریت تحقیق در عملیات، دانشگاه سمنان، سمنان، ایران

3 دانشجوی کتری مدیریت تولید و عملیات، دانشگاه یزد، یزد، ایران

چکیده

با عنایت به اهمیت کیفیت خدمات در سازمان‌های دولتی، در پژوهش حاضر به بررسی و تحلیل راهبردی کیفیت خدمات شهرداری یزد پرداخته شد. جامعۀ آماری پژوهش مراجعه­کنندگان سازمان شهرداری منطقۀ سه شهرستان یزد بود که از جامعه، 111 نفر برای پاسخگویی به پرسشنامه انتخاب شدند. روایی محتوایی پرسشنامه با نظر خبرگان تأیید شد و برای پایایی نیز ضریب آلفای کرونباخ معادل 79/0 محاسبه شد. برای اجرای تحقیق، با تلفیق مدل سروپرف، ابزار راهبردی ماتریس BCG و بهره‌گیری از روش کمی تحلیل داده‌ها و روابط خاکستری وضعیت راهبردی سازمان در هر یک از ابعاد و مؤلفه‌های کیفیت خدمات بررسی و به‌منظور برنامه‌‌ریزی بهبود خدمات به مدیران ارائه شد. نتایج تحلیل داده‌ها نشان داد، سازمان از نظر پاسخگویی، تضمین و قابلیت اطمینان در ناحیۀ علامت پرسش قرار دارد و میزان تأثیر این ابعاد در بهبود کیفیت خدمات اهمیت دارد، ولی سطح کیفیت خدمات سازمان در این ابعاد پایین است. به‌عبارتی این ابعاد نیازمند برنامه‌ریزی جدی و فوری هستند و سازمان می‌تواند از طریق بهبود در آن سطح رضایت را ‌به‌طور چشمگیری افزایش دهد.

کلیدواژه‌ها


عنوان مقاله [English]

Strategic analysis of Municipality’s service quality using combination of servperf model and BCG matrix by gray relational analysis method

نویسندگان [English]

  • Seyyed Habiballah Mirghafoori 1
  • Mohammad Ali Sangbor 2
  • Negar Jalilian 3
1 Associate Prof.., Industrial Management, Yazd University, Yazd, Iran
2 Msc of Industrial Management, Yazd uni., Yazd, Iran
3 Msc of Industrial Management, Yazd uni., Yazd, Iran
چکیده [English]

Considering the importance of quality services, the study attempted to analyze the quality of municipal services strategy in Yazd. The population of this study, including all client of the area three municipality .of Yazd city from this population, 111 clients were selected to answer the questionnaire. Content validity of the questionnaire was confirmed by experts point of views and the reliability was confirmed regarding coefficient alpha equal to 79/0.The present study, combined the Boston Consulting Group matrix model and Servperf model as a strategic tool to reveal that according to the five dimensions of service quality, the organization how extent has succeeded in customer satisfaction. It also is trying to determine the status of the organization in relation to service quality dimensions. The results of data analysis indicate that, the dimensions of accountability, service assurance and reliability is located in question mark region. In other words, the effect of improving the quality of service in these dimensions is important, but the level of service quality in low.

کلیدواژه‌ها [English]

  • Customer Satisfaction
  • Service quality
  • Servperf model
  • the Boston Consulting Group matrix
  • Gray Relational Analysis
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