Identification and selection of indicators of socio-educational factors that affect the quality of services
Municipalities in Mazandaran province (Iran), like other service organizations, are working within legal frameworks. In light of the increasing importance of customer satisfaction and respect in municipalities, the objective of this article is to identify and evaluate indicators of social factors th...
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| Publicado en: | Apuntes Universitarios |
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| Autores principales: | , , , , |
| Formato: | Artículo de revista |
| Lenguaje: | español |
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Universidad Peruana Unión
2020
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| _version_ | 1881695021912031232 |
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| author | Enshaei, Hamed Manzari Tavakoli, Hamdollah Salajegheh, Sanjar Pourkiani, Masoud Babaei, Hojat |
| author_browse | Babaei, Hojat Enshaei, Hamed Manzari Tavakoli, Hamdollah Pourkiani, Masoud Salajegheh, Sanjar |
| author_facet | Enshaei, Hamed Manzari Tavakoli, Hamdollah Salajegheh, Sanjar Pourkiani, Masoud Babaei, Hojat |
| author_sort | Enshaei, Hamed |
| collection | Revistas |
| container_title | Apuntes Universitarios |
| description | Municipalities in Mazandaran province (Iran), like other service organizations, are working within legal frameworks. In light of the increasing importance of customer satisfaction and respect in municipalities, the objective of this article is to identify and evaluate indicators of social factors that affect the quality of educational services. The statistical population of the present study included experts and university professors in the Mazandaran province. 15 people were selected by a non-random sampling method. Based on previous studies, research literature, and interviews conducted, the questionnaire was designed and approved. Of 36 questions on social factors that affect the quality of educational services, 7 were related to the quality of educational services. The examination of the items of the questionnaire was carried out with the Delphi technique approach and the suitability of the components and dimensions was measured using the SPSS software. According to the results of the second round of the Delphi technique, 33 indicators of social factors that affect the quality of educational services and 5 indicators of quality of service obtained a score higher than 3. The educational services based on the criteria proposed by the experts included the behavior of the employees, in addition to their competence and skills, innovation in the provision of educational services, coordination and responsibility of the organization, organizational trust, organizational performance, social responsibility and the labor values of employees. Furthermore, the mean of all dimensions was between 4 and 5 (between appropriate and completely appropriate). In conclusion, there was an adjustment between all dimensions of social factors that affect the quality of educational services according to the proposed criteria. |
| format | Online |
| id | oai:ojs2.apuntesuniversitarios.upeu.edu.pe:article/514 |
| institution | UPeU |
| issn | 2304-0335 2225-7136 |
| language | Spanish |
| publishDate | 2020 |
| publishDateRange | 2020 |
| publishDateSort | 2020 |
| publisher | Universidad Peruana Unión |
| publisherStr | Universidad Peruana Unión |
| record_format | ojs |
| revista_str_mv | Apuntes Universitarios |
| spelling | oai:ojs2.apuntesuniversitarios.upeu.edu.pe:article/5142020-10-29T20:55:03Z Identification and selection of indicators of socio-educational factors that affect the quality of services Identificación y selección de indicadores de factores socio-educacionales que afectan la calidad de los servicios Enshaei, Hamed Manzari Tavakoli, Hamdollah Salajegheh, Sanjar Pourkiani, Masoud Babaei, Hojat Municipalities in Mazandaran province (Iran), like other service organizations, are working within legal frameworks. In light of the increasing importance of customer satisfaction and respect in municipalities, the objective of this article is to identify and evaluate indicators of social factors that affect the quality of educational services. The statistical population of the present study included experts and university professors in the Mazandaran province. 15 people were selected by a non-random sampling method. Based on previous studies, research literature, and interviews conducted, the questionnaire was designed and approved. Of 36 questions on social factors that affect the quality of educational services, 7 were related to the quality of educational services. The examination of the items of the questionnaire was carried out with the Delphi technique approach and the suitability of the components and dimensions was measured using the SPSS software. According to the results of the second round of the Delphi technique, 33 indicators of social factors that affect the quality of educational services and 5 indicators of quality of service obtained a score higher than 3. The educational services based on the criteria proposed by the experts included the behavior of the employees, in addition to their competence and skills, innovation in the provision of educational services, coordination and responsibility of the organization, organizational trust, organizational performance, social responsibility and the labor values of employees. Furthermore, the mean of all dimensions was between 4 and 5 (between appropriate and completely appropriate). In conclusion, there was an adjustment between all dimensions of social factors that affect the quality of educational services according to the proposed criteria. Los municipios de la provincia de Mazandaran (Irán), como otras organizaciones de servicios, están trabajando dentro de los marcos legales. A la luz de la creciente importancia de la satisfacción del cliente y su respeto en los municipios, el objetivo de este artículo es identificar y evaluar los indicadores de los factores sociales que afectan la calidad de los servicios. La población estadística del presente estudio incluyó expertos y profesores universitarios en la provincia de Mazandaran. 15 personas fueron seleccionadas por un método de muestreo no aleatorio. Con base en estudios previos, la literatura de investigación y las entrevistas realizadas, el cuestionario fue diseñado y aprobado. De 36 preguntas sobre los factores sociales que afectan la calidad de los servicios, 7 estaban relacionadas con la calidad de los servicios. El examen de los ítems del cuestionario se realizó con el enfoque de la técnica Delphi y la idoneidad de los componentes y dimensiones se midió utilizando el software SPSS. De acuerdo con los resultados de la segunda ronda de la técnica Delphi, 33 indicadores de factores sociales que afectan la calidad de los servicios y 5 indicadores de calidad de servicio obtuvieron una puntuación superior a 3. Los servicios basados en los criterios propuestos por los expertos incluyeron el comportamiento de los empleados, además de su competencia y habilidades, la innovación en la prestación de servicios, la coordinación y la responsabilidad de la organización, la confianza organizacional, el desempeño organizacional, la responsabilidad social y los valores laborales de los empleados. Además, la media de todas las dimensiones estaba entre 4 y 5 (entre apropiado y completamente apropiado). En conclusión, hubo un ajuste entre todas las dimensiones de los factores sociales que afectan la calidad de los servicios según los criterios propuestos. Universidad Peruana Unión 2020-08-25 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf text/html https://apuntesuniversitarios.upeu.edu.pe/index.php/revapuntes/article/view/514 10.17162/au.v10i4.514 Apuntes Universitarios; Vol. 10 Núm. 4 (2020): Revista de Investigación Apuntes Universitarios; 281 - 293 2304-0335 2225-7136 10.17162/au.v4i10 spa https://apuntesuniversitarios.upeu.edu.pe/index.php/revapuntes/article/view/514/605 https://apuntesuniversitarios.upeu.edu.pe/index.php/revapuntes/article/view/514/606 Derechos de autor 2020 Hamed Enshaei, Hamdollah Manzari Tavakoli, Sanjar Salajegheh, Masoud Pourkiani, Hojat Babaei https://creativecommons.org/licenses/by/4.0 |
| spellingShingle | Enshaei, Hamed Manzari Tavakoli, Hamdollah Salajegheh, Sanjar Pourkiani, Masoud Babaei, Hojat Identification and selection of indicators of socio-educational factors that affect the quality of services |
| title | Identification and selection of indicators of socio-educational factors that affect the quality of services |
| title_alt | Identificación y selección de indicadores de factores socio-educacionales que afectan la calidad de los servicios |
| title_full | Identification and selection of indicators of socio-educational factors that affect the quality of services |
| title_fullStr | Identification and selection of indicators of socio-educational factors that affect the quality of services |
| title_full_unstemmed | Identification and selection of indicators of socio-educational factors that affect the quality of services |
| title_short | Identification and selection of indicators of socio-educational factors that affect the quality of services |
| title_sort | identification and selection of indicators of socio educational factors that affect the quality of services |
| url | https://apuntesuniversitarios.upeu.edu.pe/index.php/revapuntes/article/view/514 |
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