بررسی تاثیر رفتار شهروندی سازمانی بر کیفیت خدمات در دانشگاه ها (مطالعه موردی: کارکنان آموزشکده ها ودانشکده های فنی وحرفه ای شهر تهران)

دوماهنامه علمی - پژوهشی رهیافتی نو در مدیریت آموزشی

مقاله 10، دوره 9، شماره 33، خرداد 1397، صفحه 191-206   

نوع مقاله: مقاله پژوهشی

نویسندگان

رضا سلطانی نسب^{* 1}؛ روح‏ اله عباسی²؛ رضا عباسی³

¹کارشناسی ارشد مدیریت اجرایی(استراتژیک)- معاون آموزشی آموزشکده شهید شمسی پور تهران (وابسته دانشگاه فنی و حرفه ای)

²دانشجوی دکتری سنجش و اندازه‏گیری دانشگاه علامه طباطبایی

³استادیار گروه مدیریت صنعتی، دانشگاه شاهد، تهران، ایران

تاریخ دریافت: 13 مرداد 1394،  تاریخ پذیرش: 19 تیر 1397 

چکیده

پژوهش حاضر به بررسی نقش رفتار شهروندی سازمانی در کیفیت خدمات ارائه شده به دانشجویان پرداخته است. جامعه آماری در این پژوهش، شامل همه کارکنان و دانشجویان دانشکده و آموزشکده های فنی و حرفه ای شهر تهران (در نیم سال دوم سال تحصیلی92-91) بود؛ که از میان کارکنان، تعداد 122 نفر و از میان دانشجویان، تعداد 214 نفر به روش نمونه گیری تصادفی خوشه ای انتخاب شده اند. ابزار گردآوری اطلاعات، پرسشنامه ارگان رفتار شهروندی سازمانی (1996) و سیاهه سنجش کیفیت خدمات (سروکوال-1991)است. داده های تحقیق به کمک آزمون های معناداری ضریب همبستگی پیرسون، تحلیل رگرسیون چندگانه و آزمون t وابسته مورد تجزیه و تحلیل قرار گرفتند. نتایج آزمون فرضیات بیانگر این است که بین تمام ابعاد متغیر رفتار شهروندی سازمانی با کیفیت خدمات رابطه معنادار و مستقیمی وجود دارد. همچنین بر اساس تحلیل رگرسیونی مشاهده شد که پنج بعد رفتار شهروندی سازمانی قادرند 6/56 درصد از واریانس کیفیت خدمات را تبیین کند. لازم به ذکر است که متغیر جوانمردی کارکنان، تعیین کننده ترین عامل تاثیرگذار بر کیفیت خدمات در جامعه مورد مطالعه بوده است . در پایان، یافته های تحقیق مورد بحث قرار گرفته و پیشنهاد هایی ارائه شده است.

کلیدواژه‌ها

رفتار شهروندی سازمانی؛ کیفیت ارائه خدمات؛ کارکنان؛ دانشجویان

عنوان مقاله [English]

The relationship between organizational citizenship behavior (O.C.B.) and the quality of services provided to students (A case study of Tehran Technical Colleges staff).

نویسندگان [English]

Reza soltani Nasab¹؛ r abasi²؛ r abasi³

چکیده [English]

Abstract
This research is The Study of Relationship between organizasional citizenship behavior of the employees and Quality Service to students in Tehran Technical Colleges In 2013. The population in this study consisted of all staff and student of, Technical Colleges, in Tehran that the number of staff (122 people) and the number of students (214 students) were selected by Random cluster sampling. The research method is descriptive correlational design. The theoretical basis of this paper has been discusses organizational citizenship behavior and service quality.
The Questionnaire of organizasional citizenship behavior is organ (1996) and questionnaire quality of service is servqual(1991). The data or research are analyzed with test correlation and multiple regression analysis and depended t test. The obtained results of hypothesis testing show that there is Significants relation among reaserch main variable that is Dementions with Quality. In Analysis multi– variable regression a path analysis we concludtion that independent variables can determine 56/6 percent dependent variable Changes. In this survey courtesy, sports man ship of the greatest explanation ability and effect on Quality Service in Tehran Technical Colleges.

کلیدواژه‌ها [English]

Keywords: Organizational citizenship behavior, Quality Service, employees and students

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