مطالعات نوین در مدیریت و سازمان

مطالعات نوین در مدیریت و سازمان

تبیین الگوی خدمات عمومی بخش دولتی ایران و توسعه یک مدل نوین اثربخش

نوع مقاله : مقاله پژوهشی

نویسندگان
1 استادیار، گروه مدیریت منابع انسانی، واحد تهران، دانشگاه خوارزمی، ایران
2 استادیار، گروه مدیریت دولتی، واحد شوشتر، دانشگاه آزاد اسلامی شوشتر، ایران
چکیده
پژوهش حاضر با هدف تبیین الگوی خدمات عمومی بخش دولتی ایران و توسعه یک مدل نوین اثربخش صورت گرفته است. این پژوهش از لحاظ ماهیت و روش، توصیفی از نوع همبستگی و از نظر هدف، کاربردی و توسعه‌ای است که با استفاده از روش تحقیقات میدانی به بررسی وضعیت فعلی می‌پردازد. جامعه آماری این تحقیق شامل سه گروه می باشد: جامعه 1، شامل خبرگان و اساتید رشته مدیریت دولتی و رشته های مرتبط در ایران که تعداد آنها نامعلوم است. جامعه ۲، شامل کلیه مدیران دستگاه‌های دولتی 5 استان (اصفهان، خراسان رضوی، خوزستان، کهگلویه و بویر احمد و ایلام) که تعداد آنها 810 نفر است. جامعه 3، شامل کلیه مراجعه کنندگان دستگاه‌های دولتی که تعداد آنها نامحدود می‌باشد. از جامعه اول با روش نمونه‌گیری گزینشی و انتخابی تعداد 30 نفر و از جامعه دوم از روش نمونه گیری خوشه‌ای تصادفی چند مرحله ایی تعداد 261 نفر و از جامعه سوم نیز 783 نمونه انتخاب گردید. پایایی از روش آلفای کرونباخ و روایی از طریق تحلیل عاملی و اعتبار ملاک اندازه گیری شد. پس از مطالعات اکتشافی، مدل اولیه تحقیق که شامل مدل خدمات عمومی مشتری محور و شهروند محور بود، تهیه گردید و در اختیار خبرگان قرار گرفت. ابعاد، مؤلفه‌ها و شاخص‌های شناسایی شده توسط خبرگان در اختیار مدیران و مشتریان قرار گرفت. بر اساس آزمون تی تک نمونه مشخص شد وضعیت اثربخشی خدمات عمومی و خدمات عمومی مشتری محور و شهروند محور در وضعیت نسبتاً مناسبی است و مدل‌های پیشنهادی با اثربخشی خدمات عمومی رابطه دارند.
کلیدواژه‌ها

موضوعات


عنوان مقاله English

Clarifying the Public Service Model of Iran's Public Sector and Developing a New Effective Model

نویسندگان English

Saeed Jafari Nia 1
Fouad Makvandi 2
1 Assistant Professor, Department of Human Resources Management, Tehran University, Kharazmi University, Iran
2 Assistant Professor, Department of Public Administration, Shushtar Branch, Islamic Azad University of Shushtar, Iran
چکیده English

The present study aims to explain the public service model of the Iranian public sector and develop a new effective model. This study is descriptive in nature and method, and applied and developmental in purpose, which uses field research methods to examine the current situation. The statistical population of this study consists of three groups: Population 1, including experts and professors in public administration and related fields in Iran, whose number is unknown. Population 2, including all managers of government agencies in 5 provinces (Isfahan, Khorasan Razavi, Khuzestan, Kohgaloye and Boyer Ahmad and Ilam), whose number is 810 people. Population 3, including all visitors to government agencies, whose number is unlimited. From the first population, 30 people were selected using the selective and selective sampling method, from the second population, 261 people were selected using the multi-stage random cluster sampling method, and from the third population, 783 samples were selected. Reliability was measured by Cronbach's alpha method and validity was measured by factor analysis and criterion validity. After exploratory studies, the initial research model, which included the customer-centered and citizen-centered public service model, was prepared and made available to experts. The dimensions, components, and indicators identified by the experts were made available to managers and customers. Based on the one-sample t-test, it was determined that the effectiveness of public services and customer-centered and citizen-centered public services is in a relatively good state and the proposed models are related to the effectiveness of public services

کلیدواژه‌ها English

Public Services
Customer-oriented
Citizen-oriented
Public Service Effectiveness
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  • تاریخ دریافت 15 مرداد 1403
  • تاریخ بازنگری 20 مرداد 1403
  • تاریخ پذیرش 30 آبان 1403
  • تاریخ انتشار 01 آذر 1403