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

موضوعات

عنوان مقاله [English]

Measuring the Effects of Services Quality of Gilan Province Agricultural Jihad Organization on the Satisfaction of Home Business Owners

نویسندگان [English]

  • Mehrnaz Tohidi Moghadam 1
  • Seyyedeh Fatemeh Emami 2
  • Majid Yasouri 3
1 Research Expert, Faculty of Literature and Human Sciences, University of Guilan,, Rasht, IRAN.
2 Post-Doctoral Researcher, Department of Geography and Rural Planning, Faculty of Literature and Human Sciences, University of Guilan, IRAN.
3 Professor, Department of Geography and Rural Planning, Faculty of Literature and Human Sciences, University of Guilan, IRAN.
چکیده [English]

Today, the quality of services, especially in government organizations, has become an important issue in satisfying the stakeholders. On the other hand, home businesses are vital in advanced activities. The present study was conducted to measure the quality of services of the Gilan Province Agricultural Jihad Organization and its effect on the satisfaction of home business owners. The method of this research was practical in terms of purpose and field in terms of data collection. The statistical population of this research is all the people working in the home occupations of the Gilan Province Agricultural Jihad Organization in 1402. The sample size is 220 people, and the sampling method was simply random; the data collection tool was a standard questionnaire. Descriptive analysis of research data was conducted using SPSS26 software. SmartPLS3 software was used to investigate the research hypotheses using structural equation modeling using the partial least squares method. The results showed that the average variables of customer satisfaction and service quality and its dimensions, including physical (tangible) factors, reliability, responsiveness, reassurance, and empathy, are lower than average, according to the respondents. The results indicate that all aspects of the organization's service quality impact the service quality, and the organization's service quality has a positive and direct effect on customer satisfaction. Considering the effect of the organization's service quality on customer satisfaction, suggestions were made to improve the service quality level of the Gilan Province Agricultural Jihad Organization and also to improve the satisfaction of home business owners with the service quality of this organization.

کلیدواژه‌ها [English]

  • Service Quality
  • Customer Satisfaction
  • ServQual Model
  • Structural Equation Modeling
  • Agricultural Jihad Organization

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پژوهش های روستائی
دوره 15، شماره 1
خرداد 1403
صفحه 181-162

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  • تاریخ دریافت: 02 مرداد 1402
  • تاریخ بازنگری: 08 آذر 1402
  • تاریخ پذیرش: 09 آذر 1402

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