ارائه‌ی مدلی جهت ارزیابی رضایت مشتریان در حوزه‌ی فناوری اطلاعات (مطالعه موردی: شرکت‌های عضو سازمان نظام صنفی رایانه‌ای تهران)
محورهای موضوعی : مدیریت فناوری اطلاعات
میلاد کلاگر درونکلا
1
,
سید محمد حسن حسینی
2
1 - دانشگاه صنعتی شاهرود
2 - دانشکده مهندسی صنایع و مدیریت
کلید واژه: رضایت مشتری, خدمات پشتیبانی, عوامل, فناوری اطلاعات,
چکیده مقاله :
چکیده امروزه سازمان‌های توليدي و خدماتي، ميزان رضايت مشتري را به‌عنوان معياري مهم براي سنجش كيفيت كار خود قلمداد می‌کنند. لذا در محيط کسب‌وکاری كه پيوسته پيچيده و رقابتي می‌شود كسب رضايت مشتري در حال تبدیل‌شدن به هدف اصلي شرکت‌ها است. هدف اين پژوهش ارائه مدلي جهت سنجش شاخص رضایت مشتریان در حوزه‌ی فناوری اطلاعات می‌باشد. ابتدا ادبيات و پیشینه تحقیق مورد مطالعه قرار گرفته و پس از استخراج عوامل بالقوه و طراحی مدل مفهومی تحقیق، این عوامل در جامعه آماری هدف مورد ارزیابی قرار می‌گیرند. برای جمع‌آوری داده‌های مورد نیاز از نظرات خبرگان شامل 75 نفر از مدیران و کارشناسان حائز شرایط استفاده شده است. تجزیه و حلیل داده‌ها با استفاده از نرم‌افزارهای Smart PLS 2 و SPSS انجام و بر اساس نتایج، معنادار بودن همه‌ی مسیرها و فرضیات مورد تائید قرار گرفت. بعلاوه اینکه معنادار بودن مسیر خدمات پشتیبانی در ارتباط با متغیرهای مدل آمریکایی شاخص رضایت مشتریان (ACSI) نیز با ضریب مسیر و ضریب رگرسیونی بالایی مورد تائید قرار گرفت.
Nowadays, the manufacturing and service organizations are considering customer satisfaction as an important criteria for evaluating the quality of their work. The importance of customers and their satisfaction is going to be the main purpose of organizations. The aim of this study is to propose a model for evaluating the customer satisfaction index (CSI) in the field of information technology (IT), which after reviewing the literature and identifying the main variables of, the factors which have the most important role in the field of evaluating customer satisfaction index were introduced by the analyzes done with Smart PLS 2 and SPSS softwares. According to the results of this study, the significance of all the paths and hypotheses were accepted and the most important of all is the significance of service support in relation to the variables of the American Customer Satisfaction Index (ACSI) which was accepted with a high path coefficient and correlation. This means that service support has a high importance in developing customer and client satisfaction in this field
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