مطالعات مدیریت خدمات عمومی

شناسایی پیشایندها و پسایندهای رضایت شهروندان از خدمات عمومی

نوع مقاله : مقاله پژوهشی

نویسنده

رسول معتضدیان

دانش آموخته دکتری مدیریت دولتی دانشکده مدیریت وحسابداری، دانشگاه علامه طباطبائی، تهران، ایران

https://doi.org/10.22054/spsa.2024.78484.1036
چکیده
بسیاری از ابتکارات اصلاحی بخش خدمات عمومی به‌طور آشکار بین نیاز به اصلاح خدمات عمومی، بهبود رضایت شهروندان از خدمات عمومی و حفظ یا احیای اعتماد به دولت ارتباط برقرار می‌کنند. در همین راستا، سنجش رضایت شهروندان از خدمات عمومی نشانگر آن است که بخش دولتی به‌طور فزاینده‌ای رضایت شهروندان را در مرکز توجه خود قرار داده است. از زمان برقراری این مکانیسم، پژوهش‌های زیادی در این زمینه انجام شده است و شاهد انباشت دانش در این حوزه هستیم. ازاین‌رو، با توجه به مرورهای گذشته خلأ انجام یک مطالعه فراترکیب به‌عنوان یکی از روش‌های فرا مطالعه ضروری است. برای این منظور، بر روی پایگاه استنادی اسکوپوس در بازه سال‌های 1973 تا 2022 تعداد 671 مقاله استخراج شد که پس از پالایش آن‌ها، نهایتاً بر روی 32 مقاله تحلیل انجام شد. بر اساس نتایج پژوهش، مهم‌ترین پیشایندهای رضایت شهروندی عبارت‌اند از: فرایند ارائه خدمت، اطلاعات ارائه شده در مورد خدمت، خدمات مشتری (خدمات حضوری)، وب‌سایت‌ها (خدمات غیرحضوری) و انتظارات کلی. همچنین، مهم‌ترین پسایندهای رضایت شهروندی عبارت‌اند از: اعتماد به دولت و شکایت از خدمت دریافتی. بر اساس پیشایندها و پیامدهای شناسایی شده، مدل اولیه‌ای از رضایت شهروندان از خدمات عمومی ارائه شد.

کلیدواژه‌ها

"رضایت"
"شهروندی"
"خدمات"
"عمومی"
"مطالعه"
"فراترکیب"

عنوان مقاله English

Identifying the Antecedents and Consequences of Citizens' Satisfaction with Public Services

نویسنده English

Rasoul Motazedian
PhD Graduate in Public Administration from the Faculty of Management and Accounting, Allameh Tabataba'i University ,Tehran, Iran
چکیده English

Many administrative reform initiatives have explicitly made a connection between the need to reform public services, improving citizen satisfaction with public services, and maintaining or restore the public trust in government. In this regard, the measurement of citizens' satisfaction with public services shows that the public sector has increasingly placed citizens' satisfaction in the center of its attention. Since the establishment of this mechanism, a lot of research has been done in this field and we are witnessing the accumulation of knowledge in this field. Therefore, according to the previous reviews, it is necessary to conduct a meta- synthesis study as one of the meta-study methods. For this purpose, a number of 671 articles were extracted from the Scopus citation database between 1973 and 2022, and after refining them, analysis was finally performed on 32 articles. According to the results of the research, the most important antecedents of citizen satisfaction are: service delivery process, information provided about the service, customer service (face-to-face service), websites (off-site service) and general expectations. Also, the most important consequences of citizen satisfaction are: trust in the government and complaints about the service received. Based on the identified antecedents and consequences, a preliminary model of citizens' satisfaction with public services was presented.

کلیدواژه‌ها English

"citizen"
"satisfaction"
"public". "services"
"meta-synthesis"
"study"
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  • تاریخ دریافت 06 اسفند 1402
  • تاریخ بازنگری 30 فروردین 1403
  • تاریخ پذیرش 11 اردیبهشت 1403

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