شناسايي عوامل و سنجش ميزان رضايتمندي مردم از عملكرد شهرداري قيامدشت

Identifying factors and measuring the level of people's satisfaction with the performance of Ghiamdasht Municipality

ﻓﻠﺴﻔﻪ ﭘﯿﺪاﯾﺶ ﺳﺎزﻣﺎن ﻫﺎي اﺟﺘﻤﺎﻋﯽ ﭘﺎﺳﺦ ﮔﻔﺘﻦ ﺑﻪ ﻧﯿﺎز ﺟﺎﻣﻌﻪ اﺳﺖ. ﺧﺪﻣﺎت ﺷﻬﺮداري ﯾﮑﯽ از ﺷﺎﺧﺺ ﻫﺎي ﻣﺪﯾﺮﯾﺖ ﺗﻮﺳﻌﮥ ﺷﻬﺮي و ﻋﺎﻣﻞ ﺗﺪاوم ﺣﯿﺎت ﺷﻬﺮاﺳﺖ. ﭘﯿﺸﺮﻓﺖ داﻧﺶ و ﺗﮑﻨﻮﻟﻮژي و ﺑﻪ وﯾﮋه ارﺗﺒﺎﻃﯽ و ﺗﺤﻮل در ﻓﺮﻫﻨﮓ ﻫﺎ ﺑﺮ اﻧﺘﻈﺎرات ﺷﻬﺮوﻧﺪان ﺗﺎﺛﯿﺮﮔﺬار اﺳﺖ. ﺑﻨﺎﺑﺮﯾﻦ ﺑﺮاي ﺷﻬﺮداري ﺷﻬﺮوﻧﺪان ﺑﺎﯾﺪ ﺑﻪ ﻣﺜﺎﺑﻪ ﻣﺸﺘﺮﯾﺎن ﺑﺨﺶ ﺧﺼﻮﺻﯽ ﻧﮕﺮﯾﺴﺘﻪ ﺷﻮﻧﺪ و ﺣﺪاﮐﺜﺮ رﺿﺎﯾﺖ ﻣﻨﺪي آﻧﺎن ﻓﺮاﻫﻢ ﮔﺮدد. ﻫﺪف ﭘﮋوﻫﺶ ﺣﺎﺿﺮ ﺷﻨﺎﺳﺎﯾﯽ ﻋﻮاﻣﻞ و ﻣﯿﺰان رﺿﺎﯾﺘﻤﻨﺪي ﻣﺮدم از ﺧﺪﻣﺎت ﺷﻬﺮداري ﻗﯿﺎﻣﺪﺷﺖ اﺳﺖ ﮐﻪ ﺑﺎ روش ﭘﯿﻤﺎﯾﺶ و اﺑﺰار ﭘﺮﺳﺸﻨﺎﻣﻪ اﻧﺠﺎم ﮔﺮﻓﺖ. ﺟﺎﻣﻌﻪ آﻣﺎري را ﺷﻬﺮوﻧﺪان ﺑﺎﻻي 18 ﺳﺎل ﻗﯿﺎﻣﺪﺷﺖ ﺗﺸﮑﯿﻞ دادﻧﺪﮐﻪ ﺣﺪاﻗﻞ 4 ﺳﺎل ﺳﺎﺑﻘﻪ ﺳﮑﻮﻧﺖ در اﯾﻦ ﺷﻬﺮ را داﺷﺘﻪاﻧﺪ و ﺣﺠﻢ ﻧﻤﻮﻧﻪ 406 ﻧﻔﺮ ﺑﻮد ﮐﻪ ﺑﺎ روش ﻧﻤﻮﻧﻪ ﮔﯿﺮي ﺧﻮﺷﻪ اي ﭼﻨﺪ ﻣﺮﺣﻠﻪ اي اﻧﺘﺨﺎب ﺷﺪﻧﺪ.ﺑﺮاﺳﺎس ﻧﺘﺎﯾﺞ؛ ﺷﻬﺮوﻧﺪان درﺣﺪ زﯾﺎد دﯾﻨﺪار و ﻫﻮﯾﺘﻤﻨﺪ ﺑﻮدﻧﺪ. اﻋﺘﻤﺎد و ﻣﺸﺎرﮐﺖ اﺟﺘﻤﺎﻋﯽ اﻏﻠﺐ ﺷﻬﺮوﻧﺪان ﻗﯿﺎﻣﺪﺷﺖ درﺣﺪ ﻣﺘﻮﺳﻂ ﺑﺪﺳﺖ آﻣﺪ. رﺿﺎﯾﺘﻤﻨﺪي در ﺣﻮزه ﺧﺪﻣﺎت ﺷﻬﺮي، ﻓﻀﺎي ﺳﺒﺰ، ﺷﻬﺮﺳﺎزي و ﻣﻌﻤﺎري، اﺟﺘﻤﺎﻋﯽ و ﻓﺮﻫﻨﮕﯽ، رواﺑﻂ ﻋﻤﻮﻣﯽ، ﻧﯿﺮوي اﻧﺴﺎﻧﯽ، ﻓﻨﯽ و ﻋﻤﺮاﻧﯽ ﮐﻪ ﺑﺎ 65 ﭘﺮﺳﺶ ﻣﻮرد ﺳﻨﺠﺶ ﻗﺮار ﮔﺮﻓﺖ، ﺑﺴﯿﺎر ﺑﺎﻻﺑﺪﺳﺖ آﻣﺪ. ﻧﻤﺮه ﮐﻞ رﺿﺎﯾﺘﻤﻨﺪي ازﻋﻤﻠﮑﺮد از 20 ، ﻋﺪد 14 را ﺑﻪ دﺳﺖ آورد. ﻣﺸﺎرﮐﺖ اﺟﺘﻤﺎﻋﯽ ﺗﻨﻬﺎ ﻋﺎﻣﻠﯽ ﺑﻮدﮐﻪ ﺗﺄﺛﯿﺮ ﺑﺎﻻﯾﯽ)ﺑﺎ ﺑﺘﺎي 0/27( ﺑﺮ رﺿﺎﯾﺘﻤﻨﺪي از ﻋﻤﻠﮑﺮد ﺷﻬﺮداري ﻗﯿﺎﻣﺪﺷﺖ داﺷﺖ. در ﻧﻬﺎﯾﺖ؛ ﻣﺮدم اﻗﺪاﻣﺎت ﺷﻬﺮداري را ﺑﻪ ﻣﺜﺎﺑﻪ ﭘﺎداش، ﻣﻨﻔﻌﺖ و ﻗﺪرت ﺗﻠﻘﯽ ﮐﺮده ﮐﻪ اﺣﺴﺎﺳﺎت ﻣﺜﺒﺖ و رﺿﺎﯾﺘﻤﻨﺪي را در آﻧﺎن ﻓﺮاﻫﻢ ﺳﺎﺧﺘﻪ اﺳﺖ..

The philosophy of the emergence of social organizations is to respond to the needs of society. Municipal services are one of the indicators of urban development management and a factor in the sustainability of urban life. Therefore, for the municipality, citizens should be seen as customers of the private sector and their maximum satisfaction should be provided.
The purpose of this study is to identify the factors and the level of people's satisfaction with the services of Ghiamdasht Municipality, which was done by survey method and questionnaire. The statistical population consisted of citizens over 18 years old in Ghiamdasht who had lived in this city for at least 4 years and the sample size was 406 people who were selected by multi-stage cluster sampling.
Based on the results; Citizens were very religious and identical. The trust and social participation of most of the citizens of Ghiamdasht was moderate. Satisfaction in the areas of urban services, green space, urban planning and architecture, social and cultural, public relations, manpower, technical and civil engineering, which was assessed with 65 questions, was very high. The total score of performance satisfaction was 14 out of 20. Social participation was the only factor that had a high impact (with a beta of 0.27) on satisfaction with the performance of Ghiamdasht Municipality.
Finally, people saw municipal actions as a reward, benefit, and power that provided them with positive emotions and satisfaction. Satisfaction with the performance of the municipality is an important factor in motivating participation in urban development and improving the quality of housing. In contrast, dissatisfaction with performance leads to despair and irresponsibility of citizens.