ﺗﺎﺛﯿﺮ ﺳﺮﻣﺎﯾﻪ رواﻧﺸﻨﺎﺧﺘﯽ ﺑﺮ ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت اراﺋﻪ ﺷﺪه ﺑﻪ ﻣﺸﺘﺮي ﻣﻄﺎﻟﻌﻪ ﻣﻮردي: ﻣﺪﯾﺮان و ﮐﺎرﺷﻨﺎﺳﺎن آﻣﻮزش ﻓﻨﯽ و ﺣﺮﻓﻪ اي اﺳﺘﺎن ﻟﺮﺳﺘﺎن

The effect of psychological capital on the quality of services provided to customers

ﻫﺪف از اﯾﻦ ﭘﮋوﻫﺶ ﺑﺮرﺳﯽ ﺗﺎﺛﯿﺮ ﺳﺮﻣﺎﯾﻪ رواﻧﺸﻨﺎﺧﺘﯽ ﺑﺮ ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت اراﺋﻪ ﺷﺪه ﺑﻪ ﻣﺸﺘﺮي ﻣﯽ ﺑﺎﺷﺪ. اﯾﻦ ﺗﺤﻘﯿﻖ از ﻟﺤﺎظ ﻫﺪف ﯾﮏ ﺗﺤﻘﯿﻖ ﮐﺎرﺑﺮدي ﺑﻮده و از ﻧﻈﺮ ﮔﺮدآوري اﻃﻼﻋﺎت ﯾﮏ ﺗﺤﻘﯿﻖ ﺗﻮﺻﯿﻔﯽ از ﻧﻮع ﭘﯿﻤﺎﯾﺸﯽ ﻣﯽ ﺑﺎﺷﺪ. ﺟﺎﻣﻌﻪ آﻣﺎري اﯾﻦ ﭘﮋوﻫﺶ، ﻣﺪﯾﺮان و ﮐﺎرﺷﻨﺎﺳﺎن آﻣﻮزش ﻓﻨﯽ و ﺣﺮﻓﻪ اي اﺳﺘﺎن ﻟﺮﺳﺘﺎن ﮐﻪ ﻣﺘﺸﮑﻞ از 220 ﻧﻔﺮ ﻣﯽ ﺑﺎﺷﺪ. در اﯾﻦ ﺗﺤﻘﯿﻖ ﺑﺮاي اﻧﺘﺨﺎب ﻧﻤﻮﻧﻪ از روش ﻧﻤﻮﻧﻪ ﮔﯿﺮي ﻃﺒﻘﻪ اي ﺗﺼﺎدﻓﯽ اﺳﺘﻔﺎده ﮔﺮدﯾﺪه اﺳﺖ. ﺗﻌﺪاد ﻧﻤﻮﻧﻪ آﻣﺎري ﮐﻪ از ﻃﺮﯾﻖ ﻓﺮﻣﻮل ﮐﻮﮐﺮان ﺑﻪ دﺳﺖ آﻣﺪه اﺳﺖ ، 140 ﻧﻔﺮ ﻣﯽﺑﺎﺷﺪ، ﺑﻪ ﻣﻨﻈﻮر ﺳﻨﺠﺶ ﺳﺮﻣﺎﯾﻪ رواﻧﺸﻨﺎﺧﺘﯽ از ﭘﺮﺳﺸﻨﺎﻣﻪ ﺳﺮﻣﺎﯾﻪ رواﻧﺸﻨﺎﺧﺘﯽ)PCQ( ﻟﻮﺗﺎﻧﺰ)2007( ﮐﻪ ﻣﺸﺘﻤﻞ ﺑﺮ ﭼﻬﺎر ﺑﻌﺪ ﺧﻮدﮐﺎر آﻣﺪي، ﺗﺎب آوري ، ﺧﻮﺷﺒﯿﻨﯽ اﻣﯿﺪواري ﻣﯽ ﺑﺎﺷﺪ و ﺟﻬﺖ ﺳﻨﺠﺶ ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت اراﺋﻪ ﺷﺪه از ﭘﺮﺳﺸﻨﺎﻣﻪ ﺳﺮوﮐﻮال)2016( اﺳﺘﻔﺎده ﮔﺮدﯾﺪه اﺳﺖ. ﺑﺮاي ﺳﻨﺠﺶ ﭘﺎﯾﺎﯾﯽ ﭘﺮﺳﺸﻨﺎﻣﻪ ﻫﺎ از آﻟﻔﺎي ﮐﺮوﻧﺒﺎخ اﺳﺘﻔﺎده ﮔﺮدﯾﺪ ﮐﻪ ﺑﺮاي ﭘﺮﺳﺸﻨﺎﻣﻪ رواﻧﺸﻨﺎﺧﺘﯽ 0/815 و ﺑﺮاي ﭘﺮﺳﺸﻨﺎﻣﻪ ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت اراﺋﻪ ﺷﺪه 0/715ﻣﯽ ﺑﺎﺷﺪ ﮐﻪ ﻧﺸﺎﻧﺪﻫﻨﺪه اﯾﻦ اﺳﺖ ﮐﻪ اﯾﻦ ﭘﺮﺳﺶ ﻧﺎﻣﻪﻫﺎ از ﭘﺎﯾﺎﯾﯽ ﻣﻄﻠﻮﺑﯽ ﺑﺮﺧﻮردار ﻫﺴﺘﻨﺪ. ﺑﻪ ﻣﻨﻈﻮر اﻃﻤﯿﻨﺎن از رواﯾﯽ، از ﭘﺮﺳﺶﻧﺎﻣﻪﻫﺎي اﺳﺘﺎﻧﺪارد اﺳﺘﻔﺎده ﺷﺪه اﺳﺖ. ﺑﺮاي ﺗﺠﺰﯾﻪ و ﺗﺤﻠﯿﻞ اﻃﻼﻋﺎت از ﻧﺮم اﻓﺰار SPSS و ﺑﺮاي ﺑﺮرﺳﯽ ﻓﺮﺿﯿﻪ ﻣﻮرد ﻧﻈﺮ از ﺗﺮﮐﯿﺒﯽ از آزﻣﻮن T و ﺿﺮﯾﺐ ﻫﻤﺒﺴﺘﮕﯽ و ﺗﺤﻠﯿﻞ رﮔﺮﺳﯿﻮن اﺳﺘﻔﺎده ﺷﺪه اﺳﺖ. ﯾﺎﻓﺘﻪ ﻫﺎي ﺗﺤﻘﯿﻖ ﺣﺎﮐﯽ از آن اﺳﺖ ﮐﻪ ﺧﻮﺷﺒﯿﻨﯽ ﺑﺎ ﺑﺘﺎي 0/315ﺑﯿﺸﺘﺮﯾﻦ ﺗﺎﺛﯿﺮ را ﺑﺮ ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت اراﺋﻪ ﺷﺪه ﺑﻪ ﻣﺸﺘﺮي دارد و ﺗﺎب آوري ،اﻣﯿﺪواري و ﺧﻮدﮐﺎر آﻣﺪي ﺑﻪ ﺗﺮﺗﯿﺐ ﺑﺎ ﺑﺘﺎي 0/304 ، 0/207 ، 0/159 از اوﻟﻮﯾﺖ ﻫﺎي ﺑﻌﺪي ﺑﺮﺧﻮردار ﻣﯽ ﺑﺎﺷﻨﺪ و ﺑﻪ ﻃﻮر ﮐﻠﯽ ﻣﯽ ﺗﻮان ﻋﻨﻮان ﮐﺮد ﮐﻪ ﺳﺮﻣﺎﯾﻪ رواﻧﺸﻨﺎﺧﺘﯽ ﺑﺮ ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت اراﺋﻪ ﺷﺪه ﺑﻪ ﻣﺸﺘﺮﯾﺎن ﻣﻮﺛﺮ اﺳﺖ.

The aim of this study is to investigate the effect of psychological capital on the quality of services provided to customers in Lorestan TVTO Managers and Experts . In terms of the purpose, this research is an applied research and in terms of the gathering information is a descriptive research. Statistical Society in this research is Managers and Experts in Lorestan TVTO which is composed of 220 people. In this study to select the sample was used stratified random sampling. The number of sample that is obtained through Cochran's formula is 140 persons. In order to measure psychological capital used the Luthans questionnaire which consists of four dimensions Self-efficacy, Resiliency, Optimism, hope and In order to measure on the quality of services provided to customers used the Servqual questionnaire . To measure the Reliability of the questionnaires was used the Cronbach's alpha that which for psychological capital questionnaire is 0/815 and for the quality of services provided to customersquestionnaire is 0/715 and indicates that the questionnaires have good reliability. In order to ensure the validity used the standardized questionnaires. For data analysis used the SPSS software and to investigate the hypothesis used to a combination of T-test and correlation and regression analysis.The results show that Optimism greatest impact on the quality of service provided to customers with Beta 0/315 and resiliency , hope and Self-efficacy next priority will be given to the beta 0/304, 0/207, 0/159.and general psychological capital is affect on the quality of services provided to customers.