الحاق نقاط روستایی به شهر همدان و تأثیر آن بر رضایت از کیفیت خدمات دریافتی: کاربرد مدل سروکوآل

نوع مقاله : مقاله پژوهشی

نویسندگان

1 استادیار، گروه ترویج و آموزش کشاورزی، دانشکده کشاورزی، دانشگاه بوعلی سینا، همدان، ایران.

2 دانش‌آموخته کارشناسی ارشد، گروه ترویج و آموزش کشاورزی، دانشکده کشاورزی، دانشگاه بوعلی سینا، همدان، ایران.

3 دانشجوی دکتری، گروه ترویج و آموزش کشاورزی، دانشکده کشاورزی، دانشگاه بوعلی سینا، همدان، ایران.

چکیده

شناخت کیفیت خدمات درک‌شده، از جمله گام‌های اساسی در تحلیل رضایت خانوار روستایی و تدوین برنامه‌های ارتقای کیفیت خدمات محسوب می‌شود. لذا هدف از انجام این پژوهش، تحلیل کیفیت خدمات درک‏شده و رضایتمندی خانوار روستایی پس از الحاق به شهر همدان بر مبنای مدل سروکوال بود. پژوهش حاضر، از نظر ماهیت از نوع پژوهش‌های کمی و از نظر هدف از نوع مطالعات کاربردی است. همچنین به لحاظ نحوه گردآوری داده‌‏ها، از نوع تحقیقات پیمایشی است. جامعه آماری این تحقیق، شامل کلیه ساکنان هشت روستای (دره مرادبیگ، فقیره، دیزج، حصار دیزج، حصار امام، حصار آقاشمس علی، مزدقینه و خضر) ملحق‌شده به شهر همدان بودند که با محاسبه فرمول کوکران، تعداد 200 خانوار به‌عنوان جامعه نمونه انتخاب و به روش تصادفی با انتساب متناسب، نمونه‌گیری شدند. ابزار جمع‏آوری اطلاعات، یک پرسشنامه دو بخشی شامل اطلاعات جمعیت‏شناختی و 26 سؤال جهت ارزیابی کیفیت خدمات  بر مبنای مدل سروکوآل بود. تجزیه‌وتحلیل داده‏ها از طریق آزمون t همبسته در محیط نرم‏افزار SPSS20 انجام شد. نتایج پژوهش نشان داد که اختلاف معنی‌داری بین ادراک ساکنین از کیفیت کنونی خدمات و انتظارات آن‌ها از کیفیت قابل‌قبول خدمات در همه ابعاد کیفیت خدمات وجود دارد. لذا، شکاف منفی و معنی‌داری بین انتظارات و ادراکات ساکنان روستایی از خدمات دریافتی مشاهده شد که نشان‌دهنده عدم رضایت ساکنان مناطق روستایی از کیفیت خدمات دریافتی پس از الحاق به شهر همدان بود.

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