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

Jafari Nia, Saeed; Makvandi, Fouad

doi:10.22034/jmsmo.2024.220652

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

Document Type : Original Article

Authors

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

10.22034/jmsmo.2024.220652

Abstract

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

Keywords

Public Services

Customer-oriented

Citizen-oriented

Public Service Effectiveness

Subjects

Other topics related to management and organization

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