پاسخگویی و کیفیت خدمات الکترونیک ( طرح تحول دیجیتال ) تامین اجتماعی بر اعتمادکارفرمایان کسب‌‌و کارهای کوچک به سازمان تامین اجتماعی با نقش واسطه‌‌‌ای رضایت کارفرما (مطالعه موردی: کارفرمایان کسب‌‌وکارهای کوچک شهرستان شازند)
محورهای موضوعی : مدیریت فناوری اطلاعات
فتانه یاراحمدی
1
,
رضا بادرستانی
2
1 - عضو هیأت علمی
2 - دانش آموخته کارشناسی ارشد، رشته مدیریت بازاریابی، دانکشده ادبیات و اقتصاد، دانشگاه ملایر، ملایر، ایران.
کلید واژه: پاسخگویی, کیفیت خدماتالکترونیک, رضایت, اعتماد کارفرما ,
چکیده مقاله :
پیشینه و اهداف: پژوهش حاضر با هدف بررسی تاثیر پاسخگویی و کیفیت خدمات الکترونیک ( طرح تحول دیجیتال ) تامین اجتماعی بر اعتمادکارفرمایان کسب‌‌و کارهای کوچک به سازمان تامین اجتماعی با نقش واسطه‌‌‌ای رضایت کارفرما انجام گرفت. روش‌شناسی: تحقیق حاضر از لحاظ نتیجه و هدف، کاربردی است از لحاظ روش پزوهش، توصیفی-پیمایشی است. روش گردآوری اطلاعات در این پژوهش را می‌‌توان به دو طبقه تقسیم کرد: روش اسنادی و کتابخانه‌‌ای و روش میدانی. ابزار گردآوری اطلاعات پرسشنامه استاندارد بود جامعه آماری تحقيق حاضر را کارفرمایان مراجعه‌‌کننده به سازمان تامین اجتماعی شهرستان شازند است که تعداد آنان برابر با 1200 نفر است. حجم نمونه با استفاده از فرمول کوکران 292 نفر برآورد گردید. به منظور بررسی فرضیه‌‌‌‌‌های پژوهش از مدلسازی معادلات ساختاری در محیط نرم افزار اسمارت پی ال اس استفاده شده است. یافته‌‌ها: یافته‌‌‌‌های حاصل از این پژوهش نشان داد که پاسخگویی و کیفیت خدمات الکترونیک ( طرح تحول دیجیتال ) تامین اجتماعی بر اعتمادکارفرمایان کسب‌‌وکارهای کوچک به سازمان تامین اجتماعی با نقش میانجی رضایت کارفرما تأثیر مثبت و معناداری دارد. همچنین نتایج این پژوهش نشان داد که پاسخگویی و کیفیت خدمات الکترونیک بر اعتماد کارفرمایان، رضایت بر اعتماد کارفرمایان همچنین پاسخگویی و کیفیت خدمات الکترونیک بر رضایت تأثیر مثبت و معناداری دارد. نتیجه‌گیری: پاسخگویی مناسب و همچنین ارائه خدمات الکترونیک با کیفیت در وهله¬ی اول زمینه را برای ارتقای اعتماد کارفرمایان به سازمان تامین اجتماعی منجر شده و متعاقباً باعث افزایش رضایت دریافت کنندگان خدمات از تامین اجتماعی خواهد شد.
Kewords: responsiveness, quality of electronic services, Satisfaction, Employer's trust Background and Objectives: Trust is one of the three big issues that government management thinkers are facing. Lack of trust leads to limited flexibility and freedom of action. Trust plays the role of informal relationships, but distrust leads to a strong dependence on official rules and procedures and legalism. It seems that in most societies, due to a series of factors such as alienation, lack of social capital, the presence of critical media and especially the lack of responsiveness of government organizations, people's trust in the government and organizations has decreased. In the long run, it will cause many damages. The present study was conducted with the aim of investigating the impact of responsiveness and quality of electronic services (digital transformation plan) of social security on the trust of small business employers in the social security organization with the mediating role of employer satisfaction. Methods: The present research is practical in terms of result and purpose, in terms of research method, it is descriptive-survey. The method of collecting information in this research can be divided into two categories: documentary and library method and field method. The data collection tool was a standard questionnaire. The statistical population of this research is the employers referring to the social security organization of Shazand city, whose number is equal to 1200 people. The sample size was estimated to be 292 people using Cochran's formula. In order to check the hypotheses of the research, structural equation modeling has been used in
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- Asghari, H., & Assadi, E. (2013). Investigating the Effect of Accountability on Public Trust and in Political Trust (case study: Iranian Public Organizations). Public Policy In Administration, 4(issue 9,10), PP.53-75.(In Persian).
- Bai, B., Law, R., & Wen, I. (2008). The Impact of Website Quality on Customer Satisfactionand Purchase Intentions: Evidence from Online Chinese Visitors. International Of Hospitality Management, 27(6), PP.391-408.
- Bovens, M. (2005), Accountability, Port of The Oxford Handbook of Public Management, Oxford: Oxford University Press.
- Elfati A, Yousefi B, Bahrami Sh, Eid H (2021) Identification and Prioritization of Response Barriers to Sports Organizations. Sport management (movement). 13(1),PP.141-160.
- Endeshaw, B. (2021). Healthcare service quality-measurement models: a review. Journal of Health Research, 35(2), PP.106-117.
- Feng, Z., Vlachantoni, A., Liu, X., & Jones, K. (2016). Social trust, interpersonal trust and self-rated health in China: a multi-level study. International journal for equity in health, 15(1), 180
- Finn, A. (2010). Investigating the Non Linear Effects E-Service Quality on Customer Satisfaction. Journal of Retailing and Consumer Services, 18(1), PP.27-50.
- Ha, J. C., & Lee, J. W. (2022). Realization of a sustainable high-performance organization through procedural justice: the dual mediating role of organizational trust and organizational commitment. Sustainability, 14(3), PP.12-59.
- Ha, J. C., & Lee, J. W. (2022). Realization of a sustainable high-performance organization through procedural justice: the dual mediating role of organizational trust and organizational commitment. Sustainability, 14(3), 1259.
- Kabiri A, Alireza C, Talebi M, Sheikhlo M (2020) The Relationship between Ethical Dimensions of Spirituality in the Workplace, with Organizational Health and Organizational Trust. Ethics in Science and Technology. 14(2),PP.90-83.
- Kao, T., & Lin, W. T. (2016). The relationship between perceived e-service quality and brand equity: A simultaneous equations system approach. Computer in Human Behavior, 57,21
- Khalilnejad, Sh, & Daneshvar Deilmi, M. (2019). The effect of perceived e-service quality on willingness to use e-service systems: the mediating role of e-satisfaction, brand image and perceived risk. Tourism Management Studies, 14(47), PP.261-287.
- -Khani, M, & Qabadi, T (2022). Investigating the effect of electronic service quality on customer satisfaction and trust in online shopping (case study: Digikala online store). Approaches in Business Management, 3(9), PP.23-40.
- Khodadad Hosseini, S. H., Moshabaki, A., & Molaei, F. (2017). Exploring the Effect of Electronic Service Quality on Electronic Loyalty: Considering the Mediating Role of Electronic Satisfaction, Perceived Value and Electronic Word of Mouth (The Case of E-Retailers in Tehran). New Marketing Research Journal, 7(2), PP.1-16. doi: 10.22108/nmrj.2017.21795
- Kuhn, C., Groves, B. K., Kaczor, C., Sebastian, S., Ramtekkar, U., Nowack, J., ... & Gowda, C. (2019). Pharmacist involvement in population health management for a pediatric managed Medicaid accountable care organization. Children, 6(7), 82.
- Li, Y., & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information & Management, 57(3), PP.103197.
- Luo, Q., & Zhang, H. (2016). Building interpersonal trust in a travel-related virtual community: A case study on a Guangzhou couchsurfing community. Tourism Management, 54, PP.107-121.
- Milligan, P. K. (2014). The impact of trust in leadership on officer commitment and intention to leave military service in the United States Air Force (Doctoral dissertation, Capella University.
- Milliman, J., Czaplewski, A. J., & Ferguson, J. (2013). Workplace spirituality and employee work attitudes: An exploratory empirical assessment. Journal of organizational change management.
- Moghimi, S, Mohammad and Ara'i Ardakani M (2014) Measuring good governance indicators and the role of e-government in promoting it I Information Technology Management, 1(3).PP.165-186.
- Molavi, Z., Hosseini Aboali, M., & Jafari, S. M. B. (2017). Promoting Citizens’ Public Trust: Studying the Role of Good Governance and E-Government Services. Social Capital Management, 4(4), 571-594. doi: 10.22059/jscm.2018.249639.1524
- Monavvarin. A. 2010. Work Ethics and Organizational Values. Institute for Management And Planning Studies (IMPS).
- Mulgan, R. (2013). Holding power to account: Accountability in modern democracies. Basingstoke: Plegrave.
- Nafti, M., & Hosseinzadeh, A. (2018). Analysis the effect of organizational trust on organizational commitment through the mediating role of organizational virtues and job motivation (Case of: Employees of Meli Bank of Mashhad). Transformation Management Journal, 10(2), 67-94. doi: 10.22067/pmt.v10i2.63999
- Otto, A. S., Szymanski, D. M., & Varadarajan, R. (2020). Customer satisfaction and firm performance: insights from over a quarter century of empirical research. Journal of the Academy of Marketing science, 48, PP.543-564.
- Ribbink, D., Riel, A., Liljander, V., & Streukens, S. (2019). Comfort your online customer: quality, trust, and loyalty on the internet. Managing Service Quality, 14, PP.446-456.
- Sekhon, S. K., & Srivastava, M. (2018). Conquering workplace loneliness individual or organization accountability. Human Resource Management International Digest.
- Tran, Y. T., Nguyen, N. P., & Hoang, T. C. (2021). The role of accountability in determining the relationship between financial reporting quality and the performance of public organizations: Evidence from Vietnam. Journal of Accounting and Public Policy, 40(1), 106801.
- Venkatakrishnan, J., Alagiriswamy, R., & Parayitam, S. (2023). Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty. The TQM Journal, (ahead-of-print).
- Verburg, R. M., Nienaber, A. M., Searle, R. H., Weibel, A., Den Hartog, D. N., & Rupp, D. E. (2018). The role of organizational control systems in employees’ organizational trust and performance outcomes. Group & organization management, 43(2), PP.179-206.
- West, D. (2014), E-government and the transformation of service delivery and citizen attitudes. Public Administration Review, 64(1), PP.15-27
- Wulandari, D. (2022). Customer Satisfaction as a Priority in Excellent Banking Services. KINERJA: Jurnal Manajemen Organisasi dan Industri, 1(1), PP.27-34.
- Yazdan shenas ,H & Aghaii,M (2020). Roles of Ethical Climate and Perception of Organizational Politics in Organizational Trust and Affective Commitment of Staff of Ministry of Sport and Youth. Human Resource Management in Sports, 8(1),PP. 105-122.
- Yu, M. C., Mai, Q., Tsai, S. B., & Dai, Y. (2018). An empirical study on the organizational trust, employee-organization relationship and innovative behavior from the integrated perspective of social exchange and organizational sustainability. Sustainability, 10(3), 864.
- Alshamsi, A., Alshurideh, M., Kurdi, B. A., & Salloum, S. A. (2021). The influence of service quality on customer retention: A systematic review in the higher education. In Proceedings of the International Conference on Advanced Intelligent Systems and Informatics PP. 404-416. International Publishing.
- Asghari, H., & Assadi, E. (2013). Investigating the Effect of Accountability on Public Trust and in Political Trust (case study: Iranian Public Organizations). Public Policy In Administration, 4(issue 9,10), PP.53-75.(In Persian).
- Bai, B., Law, R., & Wen, I. (2008). The Impact of Website Quality on Customer Satisfactionand Purchase Intentions: Evidence from Online Chinese Visitors. International Of Hospitality Management, 27(6), PP.391-408.
- Bovens, M. (2005), Accountability, Port of The Oxford Handbook of Public Management, Oxford: Oxford University Press.
- Elfati A, Yousefi B, Bahrami Sh, Eid H (2021) Identification and Prioritization of Response Barriers to Sports Organizations. Sport management (movement). 13(1),PP.141-160.
- Endeshaw, B. (2021). Healthcare service quality-measurement models: a review. Journal of Health Research, 35(2), PP.106-117.
- Feng, Z., Vlachantoni, A., Liu, X., & Jones, K. (2016). Social trust, interpersonal trust and self-rated health in China: a multi-level study. International journal for equity in health, 15(1), 180
- Finn, A. (2010). Investigating the Non Linear Effects E-Service Quality on Customer Satisfaction. Journal of Retailing and Consumer Services, 18(1), PP.27-50.
- Ha, J. C., & Lee, J. W. (2022). Realization of a sustainable high-performance organization through procedural justice: the dual mediating role of organizational trust and organizational commitment. Sustainability, 14(3), PP.12-59.
- Ha, J. C., & Lee, J. W. (2022). Realization of a sustainable high-performance organization through procedural justice: the dual mediating role of organizational trust and organizational commitment. Sustainability, 14(3), 1259.
- Kabiri A, Alireza C, Talebi M, Sheikhlo M (2020) The Relationship between Ethical Dimensions of Spirituality in the Workplace, with Organizational Health and Organizational Trust. Ethics in Science and Technology. 14(2),PP.90-83.
- Kao, T., & Lin, W. T. (2016). The relationship between perceived e-service quality and brand equity: A simultaneous equations system approach. Computer in Human Behavior, 57,21
- Khalilnejad, Sh, & Daneshvar Deilmi, M. (2019). The effect of perceived e-service quality on willingness to use e-service systems: the mediating role of e-satisfaction, brand image and perceived risk. Tourism Management Studies, 14(47), PP.261-287.
- -Khani, M, & Qabadi, T (2022). Investigating the effect of electronic service quality on customer satisfaction and trust in online shopping (case study: Digikala online store). Approaches in Business Management, 3(9), PP.23-40.
- Khodadad Hosseini, S. H., Moshabaki, A., & Molaei, F. (2017). Exploring the Effect of Electronic Service Quality on Electronic Loyalty: Considering the Mediating Role of Electronic Satisfaction, Perceived Value and Electronic Word of Mouth (The Case of E-Retailers in Tehran). New Marketing Research Journal, 7(2), PP.1-16. doi: 10.22108/nmrj.2017.21795
- Kuhn, C., Groves, B. K., Kaczor, C., Sebastian, S., Ramtekkar, U., Nowack, J., ... & Gowda, C. (2019). Pharmacist involvement in population health management for a pediatric managed Medicaid accountable care organization. Children, 6(7), 82.
- Li, Y., & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information & Management, 57(3), PP.103197.
- Luo, Q., & Zhang, H. (2016). Building interpersonal trust in a travel-related virtual community: A case study on a Guangzhou couchsurfing community. Tourism Management, 54, PP.107-121.
- Milligan, P. K. (2014). The impact of trust in leadership on officer commitment and intention to leave military service in the United States Air Force (Doctoral dissertation, Capella University.
- Milliman, J., Czaplewski, A. J., & Ferguson, J. (2013). Workplace spirituality and employee work attitudes: An exploratory empirical assessment. Journal of organizational change management.
- Moghimi, S, Mohammad and Ara'i Ardakani M (2014) Measuring good governance indicators and the role of e-government in promoting it I Information Technology Management, 1(3).PP.165-186.
- Molavi, Z., Hosseini Aboali, M., & Jafari, S. M. B. (2017). Promoting Citizens’ Public Trust: Studying the Role of Good Governance and E-Government Services. Social Capital Management, 4(4), 571-594. doi: 10.22059/jscm.2018.249639.1524
- Monavvarin. A. 2010. Work Ethics and Organizational Values. Institute for Management And Planning Studies (IMPS).
- Mulgan, R. (2013). Holding power to account: Accountability in modern democracies. Basingstoke: Plegrave.
- Nafti, M., & Hosseinzadeh, A. (2018). Analysis the effect of organizational trust on organizational commitment through the mediating role of organizational virtues and job motivation (Case of: Employees of Meli Bank of Mashhad). Transformation Management Journal, 10(2), 67-94. doi: 10.22067/pmt.v10i2.63999
- Otto, A. S., Szymanski, D. M., & Varadarajan, R. (2020). Customer satisfaction and firm performance: insights from over a quarter century of empirical research. Journal of the Academy of Marketing science, 48, PP.543-564.
- Ribbink, D., Riel, A., Liljander, V., & Streukens, S. (2019). Comfort your online customer: quality, trust, and loyalty on the internet. Managing Service Quality, 14, PP.446-456.
- Sekhon, S. K., & Srivastava, M. (2018). Conquering workplace loneliness individual or organization accountability. Human Resource Management International Digest.
- Tran, Y. T., Nguyen, N. P., & Hoang, T. C. (2021). The role of accountability in determining the relationship between financial reporting quality and the performance of public organizations: Evidence from Vietnam. Journal of Accounting and Public Policy, 40(1), 106801.
- Venkatakrishnan, J., Alagiriswamy, R., & Parayitam, S. (2023). Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty. The TQM Journal, (ahead-of-print).
- Verburg, R. M., Nienaber, A. M., Searle, R. H., Weibel, A., Den Hartog, D. N., & Rupp, D. E. (2018). The role of organizational control systems in employees’ organizational trust and performance outcomes. Group & organization management, 43(2), PP.179-206.
- West, D. (2014), E-government and the transformation of service delivery and citizen attitudes. Public Administration Review, 64(1), PP.15-27
- Wulandari, D. (2022). Customer Satisfaction as a Priority in Excellent Banking Services. KINERJA: Jurnal Manajemen Organisasi dan Industri, 1(1), PP.27-34.
- Yazdan shenas ,H & Aghaii,M (2020). Roles of Ethical Climate and Perception of Organizational Politics in Organizational Trust and Affective Commitment of Staff of Ministry of Sport and Youth. Human Resource Management in Sports, 8(1),PP. 105-122.
- Yu, M. C., Mai, Q., Tsai, S. B., & Dai, Y. (2018). An empirical study on the organizational trust, employee-organization relationship and innovative behavior from the integrated perspective of social exchange and organizational sustainability. Sustainability, 10(3), 864.
Kewords:
responsiveness,
quality of electronic services,
Satisfaction,
Employer's trust
Background and Objectives: Trust is one of the three big issues that government management thinkers are facing. Lack of trust leads to limited flexibility and freedom of action. Trust plays the role of informal relationships, but distrust leads to a strong dependence on official rules and procedures and legalism. It seems that in most societies, due to a series of factors such as alienation, lack of social capital, the presence of critical media
and especially the lack of responsiveness of government organizations, people's trust in the government and organizations has decreased. In the long run, it will cause many damages. The present study was conducted with the aim of investigating the impact of responsiveness and quality of electronic services (digital transformation plan) of social security on the trust of small business employers in the social security organization with the mediating role of employer satisfaction.
Methods: The present research is practical in terms of result and purpose, in terms of research method, it is descriptive-survey. The method of collecting information in this research can be divided into two categories: documentary and library method and field method. The data collection tool was a standard questionnaire. The statistical population of this research is the employers referring to the social security organization of Shazand city, whose number is equal to 1200 people. The sample size was estimated to be 292 people using Cochran's formula. In order to check the hypotheses of the research, structural equation modeling has been used in the environment of SmartPLS software.
Findings: The findings of this research showed that the responsiveness and quality of electronic services (digital transformation plan) of social security has a positive and significant effect on the trust of small business employers in the social security organization with the mediating role of employer satisfaction. Also, the results of this research showed that responsiveness and quality of e-services have a positive and significant effect on employers' trust, satisfaction on employers' trust, as well as responsiveness and quality of e-services on satisfaction.
Conclusion: Appropriate response as well as the provision of quality electronic services in the first place will lead to the improvement of employers' trust in the social security organization and will subsequently increase the satisfaction of the recipients of social security services. Service-oriented organizations, including social security, in order to improve the quality of services and satisfy employers and other clients, can focus on improving the quality of electronic services in the form of a digital transformation plan, providing appropriate responses to clients.
