Document Type : Original Article

Authors

• Ebrahim Javaherizadeh ¹
• Fatemeh GhasemiBanabari ²

¹ Assistant Professor, Department of Business Administration, Faculty of Economic and Administrative Sciences, University of Qom, Qom, Iran.

² Department of Public Administration, Faculty of Economics, Management and Administrative Sciences, Semnan University, Semnan, Iran.

Abstract

The aim of the research was to design and validate a tool to measure client satisfaction at Qom University. The research was applied in terms of orientation and has a mixed methodology (qualitative, quantitative). The research community in the qualitative phase and in the library section included research related to the subject and upstream documents, and in the field section, focus groups consisting of 30 experts. Also, the research community in the quantitative phase was service recipients (students and faculty members) at Qom University. The data collection tools in the qualitative phase were through library studies, upstream document analysis, conversation and discussion in focus groups, and in the quantitative phase, questionnaires. The sampling method in the qualitative section was purposive and in the quantitative section, simple random. The sample size in the quantitative section was obtained using the Cochran formula and 366 questionnaires were completed by service recipients. The data in the qualitative phase were analyzed using the theme analysis method, and to complete this process, the opinions of experts in the form of focus groups were used. The content validity of the scale provided was examined by experts; also, exploratory factor analysis was used to obtain the construct validity of the instrument. The reliability of the instrument was confirmed by examining the Cronbach's alpha value. Based on the research findings, the prepared instrument has the components of "interaction", "efficiency", "physical", and "accessibility", which consist of 24 items. The interaction component indicates the quality of human interactions such as attention, empathy, and openness. The efficiency component indicates the transparency and effectiveness of service delivery processes and adherence to work commitments. The physical component is related to the environmental conditions and the cleanliness of service providers, and the accessibility component covers the dimensions of in-person and offline access.