fa بررسی رابطه‌ بین حکمرانی خوب و رضایت‌مندی ارباب‌رجوع دستگاه‌های دولتی تخصصي Special پژوهشي Research <p dir="RTL" style="margin: 0cm 0cm 10pt; text-align: justify; line-height: normal; unicode-bidi: embed; direction: rtl;"><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">در</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">مدیریت</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">دولتی،</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">اصول</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">حکمرانی</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">خوب</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">به‌عنوان یکی</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">از جنبه‌های</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">پارادایم</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">جدید</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">مطرح</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">است</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">و تأکیدی</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">ویژه</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">بر</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">نقش</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">مدیران</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">دولتی</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">در</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">فراهم</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">نمودن</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">و</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">ارائه</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">خدمات با</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">کیفیت</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">بالا</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">به</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">ارباب‌رجوع</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">و گروه‌های</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">مختلف و جلب رضایت آن&shy;ها</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">دارد. با توجه به اهمیت رضایت‌مندی ارباب‌رجوع</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">و</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">ضرورت</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">پیاده شدن</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">ویژگی‌های</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">حکمرانی</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">خوب</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">در</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">سازمان‌های</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">دولتی، هدف این پژوهش بررسی رابطه‌ی بین حکمرانی خوب و رضایت‌مندی ارباب‌رجوع دستگاه‌های دولتی تعیین شد. این پژوهش از نظر روش&shy;، توصیفی از نوع همبستگی بود. مدیران و کارشناسان سازمان&shy;های دولتی (310 نفر) و ارباب‌رجوع آن&shy;ها به‌عنوان جامعه‌ی آماری در نظر گرفته شدند. به روش نمونه&shy;گیری خوشه‌ای چندمرحله‌ای، 172 کارشناس و مدیر و به روش نمونه&shy;گیری تصادفی، 384 ارباب‌رجوع، نمونه‌ی آماری پژوهش را تشکیل دادند. ابزار گردآوری اطلاعات، پرسش‌نامه&shy; محقق&shy;ساخته ارباب‌رجوع (18 سؤال) و پرسش‌نامه استاندارد حکمرانی خوب (35 سؤال) بود. اطلاعات گردآوری‌شده بر اساس آمار توصیفی و استنباطی (ضریب همبستگی و فریدمن) از طریق</font></span><span font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" new="" style="font-family: " times=""><font color="#000000">&nbsp;</font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">نرم‌افزار آماری</font></span><span b="" dir="LTR" font-size:="" lang="FA" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000"> </font></span><span b="" dir="LTR" font-size:="" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000">spss20</font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000">مورد تجزیه‌وتحلیل قرار گرفت</font></span><span b="" dir="LTR" font-size:="" mso-bidi-font-family:="" mso-bidi-language:="" style="font-family: "><font color="#000000">.</font></span><span b="" font-size:="" lang="FA" mso-ascii-font-family:="" mso-bidi-language:="" mso-hansi-font-family:="" style="font-family: "><font color="#000000"> یافته&shy;های پژوهش نشان داد در کل بین حکمرانی خوب و رضایت‌مندی ارباب‌رجوع رابطه‌ی معنی&shy;داری وجود نداشت. در بررسی خرده مقیاس‌های حکمرانی خوب، تنها بین بعد شفاف&shy;سازی با رضایت‌مندی ارباب‌رجوع رابطه‌ی معنی&shy;دار معکوس مشاهده شد. در مابقی خرده مقیاس‌های حکمرانی خوب (نتیجه&shy;گرایی، اثربخشی نقش‌ها و وظایف، ارتقاء ارزش‌ها، ظرفیت&shy;سازی و پاسخگویی) با رضایت‌مندی ارباب‌رجوع رابطه&shy; معنی&shy;داری مشاهده نشد.</font></span></p> <p style="margin: 1em 0px; text-align: justify; line-height: normal;"><span font-size:="" lang="EN" mso-ansi-language:="" mso-bidi-font-family:="" style="color: rgb(34, 34, 34); font-family: ">In public administration, principles of good governance as one of the aspects of the new paradigm are the special emphasis on the role of government in providing and delivering high quality services to the client and the various groups and satisfy them. Given the importance of client satisfaction and the implementation of the characteristics of good governance in government agencies, the aim of this study was to investigate the relationship between good governance and state agencies to determine the client&#39;s satisfaction. These research methods, descriptive and correlational; Managers and experts from government agencies (310) and their client were considered as population. Multi-stage cluster sampling, 172 experts and managers and to random sampling, 384 clients, formed the sample. For data collection, the researcher client questionnaire (18 questions) and good governance standard questionnaire (35 items); the information gathered by descriptive and inferential statistics (correlation coefficient and Friedman) were analyzed by statistical software spss20. The results showed that in total there was a significant correlation between good governance and client satisfaction. In evaluating the measures of good governance, transparency only between the client satisfactions a significant inverse relation was observed. In the rest of the subscales of good governance (result-oriented roles effectiveness, enhance the value, capacity building and accountability) There was no significant relationship with client satisfaction.</span></p> رضایت‌مندی ارباب‌رجوع, حکمرانی خوب, دستگاه‌های دولتی client satisfaction, good governance, government agencies 305 320 http://ijurm.imo.org.ir/browse.php?a_code=A-10-1432-19&slc_lang=fa&sid=1 زهره احمدی 10031947532846007324 10031947532846007324 Yes