نوع مقاله : مقاله پژوهشی
نویسندگان
1 دانشجوی دکتری مدیریت ورزشی، واحد شیراز، دانشگاه آزاد اسلامی، شیراز، ایران
2 استادیار مدیریت ورزشی، واحد شیراز، دانشگاه آزاد اسلامی، شیراز، ایران
3 دانشیار مدیریت ورزشی، واحد شیراز، دانشگاه آزاد اسلامی، شیراز، ایران
چکیده
پژوهش حاضر با هدف ارائة مدل بهبود وضعیت تکریم ارباب رجوع در وزارت ورزش و جوانان طراحی گردید. روش پژوهش حاضر آمیخته از نوع کیفی و کمی بود. جامعة آماری پژوهش حاضر در بخش کیفی شامل برخی خبرگان آگاه به موضوع پژوهش و در بخش کمی شامل اساتید مدیریت ورزشی کشور و همچنین کارشناسان وزارت ورزش و جوانان آگاه به موضوع پژوهش بود که تعداد آنان با توجه به برآوردهای انجام شده 145 نفر مشخص گردید. روش نمونه گیری در بخش کمی پژوهش به صورت هدفمند بود. ابزار گردآوری اطلاعات شامل مصاحبه های نیمه ساختاریافته و پرسشنامة محقق ساخته بود. به منظور تجزیه و تحلیل داده ها از روش گراندد تئوری در بخش کیفی و از روش معادلات ساختاری در بخش کمی استفاده شد. کلیة روند تجزیه و تحلیل داده های پژوهش در نرم افزار پی ال اس انجام گردید. پس از انجام بخش کیفی در نهادیت تعداد 78 کد نهایی در شش بعد کلی شرایط علی، شرایط زمینه ای، شرایط مداخله گر، پدیده اصلی، پیامدها و راهبردها شناسایی گردید. نتایج نشان داد که شرایط زمینه ای (333/0) و شرایط مداخله گر (202/0) بر راهبردهای بهبود وضعیت تکریم ارباب رجوع در وزارت ورزش و جوانان تاثیر معناداری دارند. به طور کلی با توجه به تغییرات محیطی گسترده می بایستی بازنگری جدی در اهداف و برنامه های تکریم ارباب رجوع جهت همگام سازی با این تغییرات و پاسخ به نیازهای مراجعه کنندگان به وزارت ورزش و جوانان انجام گردد.
کلیدواژه‌ها
موضوعات
عنوان مقاله [English]
A model to improve the status of honoring the client in the Ministry of Sports and Youth
نویسندگان [English]
- Fatemeh Raofian 1
- Sayed MohamadAli Mirhoseni 2
- Ahmad Torkfar 3
1 PhD Student of Sport Management, Shiraz Branch, Islamic Azad University, Shiraz, Iran
2 Assistant Professor of Sport Management, Shiraz Branch, Islamic Azad University, Shiraz, Iran
3 Associate Professor of Sport Management, Shiraz Branch, Islamic Azad University, Shiraz, Iran
چکیده [English]
this study was designed with the aim of presenting a model to improve the status of honoring the client in the Ministry of Sports and Youth. The research method is a mixed of quality and quantitative approaches. The statistical population of the research in the qualitative section included some experts aware of the subject of research and in the quantitative section including professors of sports management and also experts of the Ministry of Sports and Youth that were aware of the subject of the research that 145 persons were recognized by conducted estimations. In the quantitative section sampling was recruited. The data collection tools were a semi-structured interviews and a researcher-made questionnaire. In order to analyze the data, used grounded theory in the qualitative part and structural equations in the quantitative part were recruited. All data analysis processes are performed by PLS software. Having done the quantitative section, 78 final codes in six general dimensions, including causal conditions, contextual conditions, intervening conditions, the main phenomenon, consequences and strategies were identified. Also, the contextual conditions (0.333) and the intervening conditions (0.202) have a more significant effect on the strategies to improve the status of honoring the client in the Ministry of Sports and Youth. In general, due to the extensive environmental changes, serious consideration should be given to the goals and programs of honoring the client in order to keep pace with these changes and respond to the needs of those who refer to the Ministry of Sports and Youth.
کلیدواژه‌ها [English]
- Consumer
- Honoring
- Service
- Customer-orienting
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