تاثير استقرار سيستم هاي مديريت كيفيت بر تعهد شغلي كاركنان و رضايت ارباب رجوع در واحدهاي درماني و بيمه اي سازمان تامين اجتماعي استان تهران

The effect of emplacement of quality management systems (ISO) on job commitment and clientsʹ satisfaction in curative and insurance units of social security Organization of Tehran province

Nowadays the organizations III order to be alive and dynamic in the world that is full of competition have to settle the improvement and correction in all affairs. Quality Management Systems is one of the appropriate managerial methods that can improve the personnel jobsʹ commitment and leads to clientsʹ satisfaction. The aim of this research is to study the effect of emplacement of quality management systems (ISO) on personnel jobsʹ commitment and clientsʹ satisfaction in curative and insurance units of Social Security Organization in Tehran province. The selected samples were rrA people from personnelʹs and 1M ones from clients of curative units that have ISO, also IVV people were selected from personnelʹs and IiʹV persons from clients of the units that havenʹt ISO. The organizational commitment questionnaire (OCQ) and the client satisfaction measurement questionnaire (CSMQ) were used in order to collecting the data in this research. Descriptive statistic way (frequency distribution, percent, and standard deviation) and perceptual statistic (T test of two independent groups) were used in order to analyze the data. The results show that there is significant relationship between the emplacement of quality management systems and clients satisfaction in curative units but not in the insurance units. Also the emplacement of quality management systems lead to increasing the personnelʹs job commitment of the studied units and this relation was reported significant.