سنجش آثار کیفیت خدمات سازمان جهاد کشاورزی بر رضایتمندی صاحبان مشاغل خانگی در استان گیلان

نوع مقاله : مقاله پژوهشی

نویسندگان

1 کارشناس پژوهشی، دانشگاه گیلان، رشت، ایران.

2 پژوهشگر پسادکترا، گروه جغرافیا دانشکده ادبیات و علوم انسانی، دکترای جغرافیا و برنامه ریزی روستایی، دانشگاه گیلان

3 استاد گروه جغرافیا دانشکده ادبیات و علوم انسانی، دکترای جغرافیا و برنامه ریزی روستایی، دانشگاه گیلان

چکیده

امروزه کیفیت خدمات به‌ویژه در سازمان‌های دولتی برای جلب رضایت ذی‌نفعان، تبدیل به یک موضوع با‌اهمیت شده است. از طرفی دیگر مشاغل خانگی ازجمله بخش‌های حیاتی فعالیت‌های اقتصادی کشورهای پیشرفته به شمار می‌آیند. پژوهش حاضر با هدف سنجش میزان کیفیت خدمات سازمان جهاد کشاورزی استان گیلان و تأثیر آن بر رضایتمندی صاحبان مشاغل خانگی انجام شد. روش این پژوهش ازلحاظ هدف، کاربردی و ازلحاظ گردآوری داده‌ها، میدانی بود. جامعه آماری این پژوهش تمام افرادی هستند که در مشاغل خانگی زیرمجموعه سازمان جهاد کشاورزی استان گیلان در سال 1402 به فعالیت می‌پردازند. حجم نمونه 220 نفر و روش نمونه‌گیری به‌صورت تصادفی ساده، ابزار گردآوری داده‌ها، پرسش‌نامه استاندارد بود. تحلیل توصیفی داده‌های پژوهش با استفاده نرم‌افزار SPSS26 انجام گرفت. به‌منظور بررسی فرضیه‌های پژوهش، با استفاده از مدل‌یابی معادلات ساختاری به روش کمترین مربعات جزئی، از نرم‌افزار SmartPLS3 استفاده گردید. نتایج این پژوهش نشان داد میانگین متغیرهای رضایتمندی مشتری و کیفیت خدمات و ابعاد آن شامل عوامل فیزیکی (محسوس)، قابلیت اعتماد، پاسخ‌گویی، اطمینان‌دهی، همدلی ازنظر پاسخ‌گویان از حد متوسط پایین‌تر است. نتایج حاکی از آن است که تمامی ابعاد کیفیت خدمات سازمان بر کیفیت خدمات تأثیرگذار است و همچنین کیفیت خدمات سازمان بر رضایتمندی مشتری تأثیر مثبت و مستقیم دارد. با‌توجه‌به تأثیر کیفیت خدمات سازمان بر رضایتمندی مشتریان، برای ارتقای سطح کیفیت خدمات سازمان جهاد کشاورزی استان گیلان و همچنین بهبود رضایتمندی صاحبان مشاغل خانگی از کیفیت خدمات این سازمان پیشنهادهایی ارائه شد.

کلیدواژه‌ها

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