الگوي ارتباطي توسعه تكريم ارباب رجوع در وزارت ورزش و جوانان

Communication model of client honoring development in the Ministry of Sport and Youth

پژوهش حاضر با هدف الگوي ارتباطي توسعه تكريم ارباب رجوع در وزارت ورزش و جوانان طراحي و اجرا گرديد. روش پژوهش حاضر آميخته (كيفي-كمي) بود. جامعه‌ي آماري پژوهش شامل نخبگان در حوزه‌ي پژوهش بودند كه بدين منظور تعداد 14 نفر بر حسب روش نمونه­ گيري هدفمند به عنوان نمونه‌ي پژوهش مشخص گرديدند. ابزار گردآوري پژوهش شامل پرسشنامه‌ي محقق­ ساخته و مصاحبه‌ي نيمه­ ساختاريافته بود. روايي پرسشنامه با توجه به نظر خبرگان مورد بررسي قرار گرفت. همچنين پايايي اين پرسشنامه با استفاده از روش محاسبه‌ي آلفاي ­كرونباخ مورد بررسي قرار گرفت (0/85= α). در قسمت تجزيه و تحليل كمي پژوهش، از روش ديمتل استفاده شد. نتايج پژوهش نشان داد كه 7 عامل كلي به عنوان عوامل زيرساخت‌هاي فني، توانمندي كاركنان و مديران، قوانين و مقررات سازماني، انگيزش، عوامل فرهنگي، جنبه ­هاي حمايتي و جنبه ­هاي سازماني به عنوان عوامل مؤثر بر توسعه‌ي تكريم ارباب رجوع در وزارت ورزش و جوانان شناسايي گرديد. با توجه به نتايج مشخص گرديد كه جنبه­ هاي حمايتي (1/478= اثر شبكه) و عوامل فرهنگي (0/893= اثرشبكه) به عنوان عوامل علي و عوامل توانمندي مديران و كاركنان (139/0- = اثرشبكه)، زيرساخت­ هاي فني (0/142- = اثرشبكه)، قوانين و مقررات (0/169= اثرشبكه)، انگيزش (0/888-= اثرشبكه) و جنبه­ هاي سازماني (1/033-= اثرشبكه) به عنوان عوامل معلولي مشخص گرديد.

The present study was designed and implemented with the aim of Communication model of client honoring development in the Ministry of Sport and Youth. The present research method was mixed (qualitative-quantitative). The statistical population of the study included elites in the field of research, for which purpose 14 people were identified as the research sample according to the purposeful sampling method. The research collection tools included a researcher-made questionnaire and a semi-structured interview. The validity of the questionnaire was examined according to the opinion of experts. The reliability of this questionnaire was also investigated using Alpha-Cronbach's calculation method (α = 0.85). All research data analysis process was performed in EXCEL software. The results showed that 7 general factors such as technical infrastructure factors, employee and manager capabilities, organizational rules and regulations, motivation, cultural factors, supportive aspects and organizational aspects as factors affecting the development of honoring the client in the Ministry of Sports and The youth were identified. According to the results, it was found that supportive aspects (network effect = 1.478) and cultural factors (network effect = 0.893) as causal factors and empowerment factors of managers and employees (network effect = -0.139), infrastructure Technical (-0.142 = network effect), rules and regulations (-0.169 = network effect), motivation (-0.888 = network effect) and organizational aspects (-1.033 = network effect) were identified as causal factors.