ارائه مدل بهینه برای جلب اعتماد عمومی به سامانه رسیدگی به شکایات و اعلامات سازمان بازرسی کل کشور (مقاله علمی وزارت علوم)
درجه علمی: نشریه علمی (وزارت علوم)
آرشیو
چکیده
هدف: یکی از روش هایی که مسئولان دولت و دستگاه های دولتی، می توانند در جهت صیانت از حقوق شهروندان اتخاذ کنند، رسیدگی مؤثر به شکایات شهروندان است. در واقع، پاسخ گویی و رسیدگی به شکایات مردمی، یکی از صورت های صیانت از حقوق شهروندی است. این پژوهش به دنبال ارائه مدل بهینه برای جلب اعتماد عمومی به سامانه رسیدگی به شکایات و اعلامات سازمان بازرسی است. روش: در این پژوهش از روش پیمایش و ابزار پرسش نامه محقق ساخته استفاده شده است. جامعه آماری این پژوهش مشتریان و کاربران سامانه رسیدگی به شکایات و اعلامات سازمان بازرسی استان مازندران بوده که در سال 1396 آمار این افراد 24884 نفر گزارش شده است. از بین این افراد 378 نفر برای شرکت در پژوهش انتخاب و پرسش نامه ها بر اساس روش نمونه گیری سیستماتیک در بین آن ها توزیع شد. یافته ها: نتایج به دست آمده به تدوین یک مدل منجر شد. مدل تدوین شده برای تبیین تغییرات میزان موفقیت در جلب اعتماد عمومی به سامانه شکایات سازمان بازرسی، نشان دهنده تأثیر معنادار متغیر بیرونی ویژگی های مشتری و متغیرهای درونی فناوری، کیفیت وبسایت و ویژگی های سازمان بر اعتماد عمومی به سامانه است. نتیجه گیری: به طور کلی نتایج پژوهش نشان می دهد که با بهبود کیفیت وبسایت، وضعیت فناوری و ویژگی های سازمان، می توان انتظار داشت که ویژگی های مدنظر مشتریان بیشتر تأمین شود و میزان اعتماد آن ها به سامانه رسیدگی به شکایات افزایش یابد. برای طراحی مدل بهینه به منظور جلب اعتماد عمومی به سامانه، از روش تحلیل مسیر و معادلات سخت تری استفاده شد.Providing an Optimal Model for Gaining Public Trust in the Customer Complaint System of the Inspection Organization of Iran
Objective
One of the ways that government officials and government agencies can adopt to protect the rights of citizens is to deal effectively with citizens' complaints. Answering complaints is one of the forms of protecting the citizen's rights. This research seeks to provide an optimal model to gain public trust in the Customer Complaint System of The Inspection Organization of Iran. Dealing with complaints is aimed at serving the customers, and this issue is very important at the heart of government organizations in the Islamic Republic of Iran. This procedure is aimed at eliminating the weaknesses of information and culture building, creating a suitable platform for improving the level of satisfaction, preventing waste of time and extra traffic, and reducing the loss of human capital.
Methods
In this research, a survey method and a researcher-made questionnaire were used. The statistical population of this research was made up of customers and users of the named system in the Inspection Office in the northern Iranian Mazandaran Province. In 2016, 24,884 there were customers and users, of whom 378 individuals participated in this study. Questionnaires were distributed to the sample population based on systematic sampling.
Results
The obtained results led to the development of a model. The compiled model to explain the changes in the success rate in gaining public trust in the intended complaints system showed a significant impact of external variables of customer characteristics and internal variables of technology, website quality, and organizational characteristics on public trust in the system.
Conclusion
In general, the results of the current research showed that by improving the quality of the website, the state of technology and the characteristics of the organization, the features desired by customers would be provided and their trust in the complaint system would increase. To design an optimal model to gain public trust in the system, the path analysis method and more difficult equations were used. Based on earlier research, 45 percent of customers do not complain even after expressing dissatisfaction, 50 percent complain but give up, and only five percent follow up on their complaints to get responses. By extracting the required information from the complaints, it is possible to evaluate the quality of services and overcome the negative points while strengthening the positive points. Dealing with complaints and investigating them is an effective tool for improving the quality of services (Mohadnia et al., 2013). It increases people's trust in the government. In this study, the level of trust in the Customer Complaint System of Inspection Organization was investigated. Based on the obtained results, factors related to technology, characteristics of the organization, the quality of the website, and also customer characteristics have a significant relationship with gaining public trust in the system. The customer's characteristics with the mediation of technology, i.e., the quality of the website and the characteristics of the organization, impact the trust in an inspection complaints management system.
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