تحقیقات بازار یابی نوین (Aug 2013)
STUDY AND ANALYZE THE SATISFACTION OF CLIENTS BY C.S.M MODEL-CASE STUDY:ISFAHAN DEPARTMENT OF PHYSICAL EDUCATION
Abstract
Abstract One of the most important purposes of any organization is to attract customer satisfaction and service recipients through offering services with high quality. Organizations by different ways to obtain the reasonable demand and legal requirements, then due to these service demands, response appropriately (Ziviar Farzad, 1390). Factors such as accelerating office works associated with suitable/ healthy behavior and accuracy in customer demands has a great importance, While it cause the clients to be satisfied. The administrative system of Iran, however, the religious matters are included in all organizations and offices according to our Islamic leader command. These overall policies have been notified to administrative system and upstream documentation like development plan regulation and civil service management code. Thus, the main principle is that the employees consider clients and customers like their own self, which means act and behave like what they expect for themselves. This survey is a field study. The research method is descriptive – analytic as well as inferential. In fact, samples have chosen from the clients attending to Isfahan department of physical education during the years, 1384 to 1390. Data collected through filling out the questionnaire by the clients. So the satisfaction was evaluated through six years. Sample selection was completely random from men and women attending to the department. All the required data analyzed and categorized by SPSS techniques. Therefore, this study is done descriptively to explain the objective and accurate systematic of facts happen in our sample. Findings of this survey show that the satisfaction of clients in the department of physical education has decreasing trend during the years, 1385 to 1390. the average satisfaction during these years is 76,25 that is less than the average satisfaction in Isfahan province in the same year. Statistics also show that the top rated ( or high score) belongs to the quality of employees ' behavior in dealing with customers and the lowest score belongs to lack of physical equipments and enough space. Key words: functional evaluation, satisfaction, Isfahan department of physical education, csm model (customer satisfaction measurement).
