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.

کلیدواژه‌ها

عنوان مقاله [English]

Joining Rural Areas to Hamedan City and its Effect on Households' Satisfaction with the Perceived Services Quality: An Application of SERVQUAL Model

نویسندگان [English]

  • Yaser Mohammadi 1
  • Arezoo Mollazadegan 2
  • Zeinab Asadporiuan 3
1 Assistant Professor, Department of Agricultural Education and Extension, Faculty of Agriculture, Bu-Ali Sina University, Hamedan, Iran.
2 MSc. Graduated, Department of Agricultural Education and Extension, Faculty of Agriculture, Bu-Ali Sina University, Hamedan, Iran.
3 PhD Student, Department of Agricultural Education and Extension, Faculty of Agriculture, Bu-Ali Sina University, Hamedan, Iran.
چکیده [English]

Understanding the quality of perceived services is one of the key steps in analyzing rural household satisfaction and developing service quality improvement programs. Therefore, the purpose of this study was to analyze the quality of perceived services and satisfaction of rural households after joining the city of Hamedan based on the SERVQUAL model. The study follows the quantitative paradigm and empirical research method in terms of purpose. Also, in terms of data collection, it is a survey-based research. The statistical population of the study was all residents of eight villages (Moradbeig Dareh, Faghireh, Khezr, Dizaj, Dizaj Hesar, Mazdaqineh, Aghashams Ali Hesar and Imam Hesar) joined the Hamedan city in which 200 households were selected as a sample population by calculating the Cochran formula and were surveyed through stratified random sampling. The data collection tool was a two-part questionnaire including demographic information and 26 questions to evaluate the quality of services based on the SERVQUAL model. Data were analyzed through t-test by SPSS20 Software. The results showed that there is a significant difference between residents' perceptions of the current services’ quality and their expectations of acceptable services’ quality in all dimensions. Therefore, a negative and significant gap was observed between the expectations and perceptions of rural residents about the services received, which indicates the dissatisfaction of rural residents with the quality of services perceived after joining the city of Hamedan.

کلیدواژه‌ها [English]

  • Service Quality
  • Stakeholder Satisfaction
  • SERVQUAL Model
  • Joining Rural to Urban
  • Hamedan City

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  • تاریخ دریافت: 21 مرداد 1399
  • تاریخ بازنگری: 08 خرداد 1400
  • تاریخ پذیرش: 25 خرداد 1400

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