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ارزیابی میزان رضایتمندی شهروندان از عملکرد سازمان شهرداری با رویکرد شهروند پرسش محور (مطالعه موردی: منطقه 4 شهرداری اردبیل) | ||
| پژوهشهای جغرافیای انسانی | ||
| مقالات آماده انتشار، پذیرفته شده، انتشار آنلاین از تاریخ 29 مهر 1402 | ||
| نوع مقاله: مقاله علمی پژوهشی | ||
| شناسه دیجیتال (DOI): 10.22059/jhgr.2023.349303.1008544 | ||
| نویسنده | ||
| یوسف درویشی* | ||
| هیات علمی | ||
| چکیده | ||
| بررسی عملکرد شهرداری را می‌توان بهترین راه حصول اطمینان از انجام درست و مناسب وظایف شهرداری دانست. هدف پژوهش سنجش میزان رضایتمندی شهروندان از عملکرد شهرداری منطقه4اردبیل و میزان اهمیت خدماتی را که شهرداری ها ارایه می دهند تهیه شده است. روش تحقیق توصیفی-تحلیلی و روش جمع آوری اطلاعات بر مبنای کتابخانه‌ای، اسنادی و نیز میدانی (پرسشنامه‌ای) بوده است. برای تجزیه وتحلیل اطلاعات از نرم افزار spss استفاده شده است. روش‌های آماری مورد استفاده در این تحقیق روش‌های آماری همبستگی کندال، کروسکال والیس و آزمون t-test است. نتایج یافته‌ها حاکی از آن است که سنجش میزان رضایتمندی شهروندان از عملکرد شهرداری منطقه مورد مطالعه با توجه به سن آنان متفاوت بوده، به گونه‌ای که میزان رضایت شهروندان کمتر از 40 سال از عملکرد شهرداری بسیار پایین‌تر از حد متوسط و شهروندان بالای 40 سال، میزان رضایت در حد متوسط بوده است. میزان رضایت شهروندان از کیفیت خدمات، و نحوه اطلاع رسانی شهرداری پایین‌تر از حد بوده، اما از نحوه برخورد مسئولین، کارمندان و کارکنان، میزان رضایت در حد متوسط می‌باشد. بین وظایف عمرانی- فنی، خدماتی و اجتماعی- فرهنگی شهرداری‌ها از دیدگاه شهروندان منطقه مورد مطالعه از نظر میزان اهمیت اختلاف معناداری وجود دارد به گونه‌ای که وظایف خدماتی شهرداری دارای بیشترین اهمیت می‌باشد. میزان رضایت شهروندان از کیفیت خدمات، و نحوه اطلاع رسانی شهرداری پایین‌تر از حد بوده، اما از نحوه برخورد مسئولین، کارمندان و کارکنان، میزان رضایت در حد متوسط می‌باشد. بین وظایف عمرانی- فنی، خدماتی و اجتماعی- فرهنگی شهرداری‌ها از دیدگاه شهروندان منطقه مورد مطالعه از نظر میزان اهمیت اختلاف معناداری وجود دارد به گونه‌ای که وظایف خدماتی شهرداری دارای بیشترین اهمیت می‌باشد. | ||
| کلیدواژه‌ها | ||
| رضایتمندی؛ شهروندان؛ عملکرد؛ شهرداری؛ اردبیل | ||
| عنوان مقاله [English] | ||
| Assessing the level of citizens' satisfaction with the performance of the municipal organization with a question-based citizen approach (Case study: District 4 of Ardabil Municipality) | ||
| نویسندگان [English] | ||
| Yousef Darvishi | ||
| چکیده [English] | ||
| Investigating the performance of the municipality can be considered as the best way of ensuring that the municipal functions are properly performed. Accordingly, the purpose of this study is to measure the level of citizens’ satisfaction with the performance of district 4municipality of Ardebil eand the importance of services provided by municipalities. The research method is descriptive-analytical and the data collection is based on library, documentary and field (questionnaire) methods. Spss software is used for data analysis. Statistical methods used in this study are Kendall, Kruskal Wallis and t-test. The results show that the citizens' satisfaction with the municipality performance in the study area is different according to their age, so that citizens less than 40 years old are far below average and satisfaction of citizens above 40 years old is moderate. Citizens' satisfaction with the quality of services and information provision is lower than average. However, their satisfaction with officials, staff and employees is moderate. There is a significant difference between the civil-technical, service and socio-cultural tasks of the municipalities from the point of view of the citizens of the study area, so that the municipal service duties are the most important Investigating the performance of the municipality can be considered as the best way of ensuring that the municipal functions are properly performed. Accordingly, the purpose of this study is to measure the level of citizens’ satisfaction with the performance of district 4municipality of Ardebil eand the importance of services provided by municipalities. The research method is descriptive-analytical and the data collection is based on library, documentary and field (questionnaire) methods. Spss software is used for data analysis. Statistical methods used in this study are Kendall, Kruskal Wallis and t-test. The results show that the citizens' satisfaction with the municipality performance in the study area is different according to their age, so that citizens less than 40 years old are far below average and satisfaction of citizens above 40 years old is moderate. Citizens' satisfaction with the quality of services and information provision is lower than average. However, their satisfaction with officials, staff and employees is moderate. There is a significant difference between the civil-technical, service and socio-cultural tasks of the municipalities from the point of view of the citizens of the study area, so that the municipal service duties are the most important Investigating the performance of the municipality can be considered as the best way of ensuring that the municipal functions are properly performed. Accordingly, the purpose of this study is to measure the level of citizens’ satisfaction with the performance of district 4municipality of Ardebil eand the importance of services provided by municipalities. The research method is descriptive-analytical and the data collection is based on library, documentary and field (questionnaire) methods. Spss software is used for data analysis. Statistical methods used in this study are Kendall, Kruskal Wallis and t-test. The results show that the citizens' satisfaction with the municipality performance in the study area is different according to their age, so that citizens less than 40 years old are far below average and satisfaction of citizens above 40 years old is moderate. Citizens' satisfaction with the quality of services and information provision is lower than average. However, their satisfaction with officials, staff and employees is moderate. There is a significant difference between the civil-technical, service and socio-cultural tasks of the municipalities from the point of view of the citizens of the study area, so that the municipal service duties are the most important Investigating the performance of the municipality can be considered as the best way of ensuring that the municipal functions are properly performed. Accordingly, the purpose of this study is to measure the level of citizens’ satisfaction with the performance of district 4municipality of Ardebil eand the importance of services provided by municipalities. The research method is descriptive-analytical and the data collection is based on library, documentary and field (questionnaire) methods. Spss software is used for data analysis. Statistical methods used in this study are Kendall, Kruskal Wallis and t-test. The results show that the citizens' satisfaction with the municipality performance in the study area is different according to their age, so that citizens less than 40 years old are far below average and satisfaction of citizens above 40 years old is moderate. Citizens' satisfaction with the quality of services and information provision is lower than average. However, their satisfaction with officials, staff and employees is moderate. There is a significant difference between the civil-technical, service and socio-cultural tasks of the municipalities from the point of view of the citizens of the study area, so that the municipal service duties are the most important Investigating the performance of the municipality can be considered as the best way of ensuring that the municipal functions are properly performed. Accordingly, the purpose of this study is to measure the level of citizens’ satisfaction with the performance of district 4municipality of Ardebil eand the importance of services provided by municipalities. The research method is descriptive-analytical and the data collection is based on library, documentary and field (questionnaire) methods. Spss software is used for data analysis. Statistical methods used in this study are Kendall, Kruskal Wallis and t-test. The results show that the citizens' satisfaction with the municipality performance in the study area is different according to their age, so that citizens less than 40 years old are far below average and satisfaction of citizens above 40 years old is moderate. Citizens' satisfaction with the quality of services and information provision is lower than average. However, their satisfaction with officials, staff and employees is moderate. There is a significant difference between the civil-technical, service and socio-cultural tasks of the municipalities from the point of view of the citizens of the study area, so that the municipal service duties are the most important | ||
| کلیدواژه‌ها [English] | ||
| Satisfaction, citizens, performance, municipality, Ardabil | ||
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آمار تعداد مشاهده مقاله: 55 |
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