فهرست مطالب
عنوان صفحه
فصل اول كليات تحقیق…………………………….. 1
1-1- مقدمه…………………………………….. 2
1-2- بيان مساله………………………………… 3
1-3- اهميت و ضرورت تحقيق…………………………. 6
1-4- اهداف تحقيق……………………………….. 9
1-5- مدل تحقیق…………………………………. 9
1-6- فرضيه های تحقيق……………………………. 10
1-7- روش تحقيق…………………………………. 10
1-8- جامعه آماری……………………………….. 11
1-9- نمونه آماری……………………………….. 11
1-10- ابزار گردآوری اطلاعات……………………….. 11
1-11- قلمرو تحقیق………………………………. 12
1-12- تعاریف عملیاتی متغیرها و واژه های کلیدی………. 12
فصل دوم: ادبیات تحقیق…………………………… 15
بخش اول : مباني نظري تحقيق………………………. 16
2-1- رفتارشهروندی سازمانی……………………….. 16
2-2- مفاهیم رفتارشهروندی سازمانی………………….. 21
2-2-1- ابعاد رفتار شهروندی……………………….. 24
2-2-2- ویژگی های کلیدی رفتارشهروندی……………….. 32
2-2-3- عوامل تاثیرگذار بر رفتارشهروندی سازمانی……… 33
2-2-4- مفاهیم مرتبط با رفتارشهروندی سازمانی………… 37
2-3- رابطه میان متغیرهای تحقیق……………………. 40
2-3-1- رابطه عدالت سازمانی و رفتارشهروندی سازمانی…… 40
2-3-2- رفتارشهروندی سازمانی و رضایت کارکنان………… 42
2-3-3- ادراک مشتری از کیفیت خدمات ………………… 43
2-3-4- رضایت مشتری……………………………… 44
2-3-5- وفاداری مشتری……………………………. 48
2-3-6- دلایل رفتاری برای اطمینان از ارتباط میان ادراک مشتریان و رفتارشهروندی سازمانی…………………………… .48
2-3-7- روش های اندازه گیری رضایت مشتری…………….. 50
2-3-8- مدل های اندازه گیری رضایت مشتری…………….. 51
2-3-8-1- مدل کانو………………………………. 51
2-3-8-2- مدل فورنل……………………………… 53
2-3-8-3- مدل اسکمپر…………………………….. 54
2-3-8-4- مدل سروکوال……………………………. 55
2-3-9- شاخص های رضایت مشتری………………………. 56
2-3-9-1- شاخص ملی رضایت مشتریACSI…………………. 57
2-3-9-2- مدل شاخص ملی رضایت مشتری ECSI……………… 58
2-3-9-3- معرفی مدل شاخص ملی رضایت مشتری سوئیس………. 62
2-3-9-4- معرفی مدل شاخص ملی رضایت مشتری مالزی………. 63
2-3-9-5- مقایسه مدل ها…………………………… 64
2-4- بخش دوم: پیشینه تحقیق………………………. 66
2-4-1-پیشینه داخلی……………………………… 66
2-4-2- پیشینه خارجی…………………………….. 72
فصل سوم : روش شناسی تحقیق……………………….. 75
3-1 – روش تحقیق………………………………… 76
3-2- جامعه آماری……………………………….. 76
3-3 – حجم نمونه و روش اندازه گیری…………………. 76
3-4- ابزار جمع آوری اطلاعات………………………. 78
3-5- اعتبار یا روایی تحقیق………………………. 80
3-6- پایایی/ قابلیت اطمینان……………………… 81
3-7- بررسی اعتبارپرسشنامه ………………………. 82
3-8-روش تجزیه و تحلیل داده ها…………………….. 83
فصل چهارم: تجزیه و تحلیل اطلاعات………………….. 84
4-1- آمار توصیفی……………………………….. 85
بخش اول : پرسشنامه رضایت مشتری…………………… 85
4-1-1- تفکیک نمونه برحسب متغیر جنسیت………………. 85
4-1-2- تفکیک نم.نه بر حسب متغیر وضعیت تاهل…………. 86
4-1-3 – تفکیک نمونه بر حسب متغیر سن……………….. 87
4-1-4- تفکیک نمونه بر حسب متغیرمیزان تحصیلات………… 88
4-1-5- تفکیک نمونه بر حسب متغیر رضایت مشتری………… 89
بخش دوم: پرسشنامه رفتار شهروندی سازمانی……………. 92
4-1-6- تفکیک نمونه بر حسب متغیر جنسیت……………… 92
4-1-7- تفکیک نمونه بر حسب متغیر میزان تحصیلات……….. 93
4-1-8- تفکیک نمونه برحسب متغیر سابقه خدمت………….. 94
4-1-9- تفکیک نمونه برحسب متغیر رفتار شهروندی……….. 95
4-1-10- بررسی میانگین کل متغیرها………………….. 96
4-2- آمار استنباطی……………………………… 99
4-2-1- بررسی نرمال بودن داده ها………………….. 102
فصل پنجم : نتیجه گیری و پیشنهادها………………… 114
5-1- نتایج آزمون فرضیه های تحقیق و تفسیر آنها………. 116
5-2- پیشنهاد های تحقیق………………………….. 120
5-2-1- پیشنهادهایی جهت تحقیق های آتی………………. 121
5-2-2- محدودیت های پوهش…………………………. 122
فهرست منابع…………………………………… 123
پیوست ها……………………………………… 127
پیوست شماره 1…………………………………. 128
پیوست شماره 2…………………………………. 131
فهرست جداول
عنوان صفحه
جدول 2-1 : نوآوری در مدل اسکمپر…………………… 55
جدول 2-2 : عناوین شاخص های ملی رضایت مشتری درکشورها 57
جدول 2-3 : شاخص های مدل ACSI……………………… 60
جدول 2-4 : شاخص ها و عوامل مدل ECSI……………….. 62
جدول 2-5 : مقایسه مدل های مختلف رضایت مشتری………… 64
جدول 2-6 : مقایسه شاخص رضایت مشتری کشورهای مختلف……. 65
جدول 3-1 : نمونه متناسب با حجم مشتریان شعب و مناطق 77
جدول 4-1 : بررسی توزیع فراوانی متغیر جنسیت…………. 85
جدول 4-2 : بررسی توزیع فراوانی متغیر وضعیت تاهل…….. 86
جدول 4-3 : بررسی توزیع فراوانی متغیرسن…………….. 87
جدول 4-4 : بررسی توزیع فراوانی متغیر میزان تحصیلات…… 88
جدول 4-5 : توزیع سوالات متغیر رضایت مشتری…………… 89
جدول 4-6 : تفکیک نمونه بر حسب متغیرجنسیت…………… 92
جدول 4-7 : بررسی توزیع فراوانی متغیر میزان تحصیلات…… 93
جدول 4-8 : بررسی توزیع فراوانی متغیر سابقه خدمت…….. 94
جدول 4-9 : توزیع سوالات متغیر رفتار شهروندی…………. .95
جدول 4-10 : آماره توصیفی مربوط به متغیرها………….. 96
جدول 4-11 : بررسی نرمال بودن توزیع متغیرها…………. 102
جدول 4-12 : خلاصه نتایج توصیفی مدل رگرسیونی…………. 103
جدول 4-13 : تحلیل رگرسیونی و ضرایب رگرسیون…………. 104
جدول 4-14 : خلاصه نتایج توصیفی مدل رگرسیونی…………. 105
جدول 4-15 : تحلیل رگرسیونی و ضرایب رگرسیون…………. 105
جدول 4-16 : خلاصه نتایج توصیفی مدل رگرسیونی…………. 106
جدول 4-17 : تحلیل رگرسیونی و ضرایب رگرسیون…………. 107
جدول 4-18 : خلاصه نتایج توصیفی مدل رگرسیونی…………. 108
جدول 4-19 : تحلیل رگرسیونی و ضرایب رگرسیون…………. 108
جدول 4-20 : آزمون فریدمن………………………… 109
جدول 4-21 : رتبه بندی ابعاد……………………… 110
جدول 4-22 : خلاصه نتایج توصیفی مدل رگرسیونی…………. 111
جدول 4-23 : تحلیل رگرسیونی و ضرایب رگرسیون…………. 111
جدول 4-24 : آزمون فریدمن………………………… 112
جدول 4-25 : رتبه بندی ابعاد……………………… 113
جدول 4-26 : نتایج فرضیه های پژوهش………………… 119
فهرست نمودارها
عنوان صفحه
نمودار 4-1 : بررسی درصد متغیر جنسیت……………….. 86
نمودار 4-2 : بررسی درصد متغیر وضعیت تاهل………….. 87
نمودار 4-3 : بررسی درصد متغیر سن………………….. 88
نمودار 4-4 : بررسی درصد متغیر میزان تحصیلات…………. 89
نمودار 4-5 : بررسی درصد متغیر جنسیت……………….. 92
نمودار 4-6 : بررسی درصد متغیر میزان تحصیلات…………. 93
نمودار 4-7 : بررسی درصد متغیر سابقه خدمت…………… 94
نمودار 4-8 : بررسی میانگین………………………. 98
فهرست اشکال
عنوان صفحه
شکل 1-1 : مدل مفهومی تحقیق………………………. 10
شکل 2-1 : مدل رفتار شهروندی سازمانی پادساکف………… 29
شکل 2-2 : حیطه های رفتارشهروندی سازمانی……………. 37
شکل 2-3 : مدل مفهومی رفتارشهروندی سازمانی………….. 38
شکل 2-4 : مدل مفهومی عدالت سازمانی………………… 40
شکل 2-5 : مدل مفهومی عدالت سازمانی نیهوف و مورمن……. 41
شکل 2-6 : مدل مفهومی ارگان………………………. 42
شکل 2-7 : چرخه خدمت مطلوب……………………….. 46
شکل 2-8 : روش های اندازه گیری رضایت مشتری………….. 51
شکل 2-9 : مدل رضایت مشتری کانو……………………. 52
شکل 2-10 : ساختارکلان مدل شاخص رضایت مشتری درکشور سوئد 53
شکل 2-11 : مدل رضایت مشتری ACSI ………………….. 58
شکل 2-12 : مدل شاخص رضایت مشتری در اروپا…………… 59
شکل 2-13 : بخشی از مدل شاخص رضایت مشتری در سوئیس……. 63
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Good day,
My name is Eric and unlike a lot of emails you might get, I wanted to instead provide you with a word of encouragement – Congratulations
What for?
Part of my job is to check out websites and the work you’ve done with filenaab.ir definitely stands out.
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Eric Jones –
Hello, my name’s Eric and I just ran across your website at filenaab.ir…
I found it after a quick search, so your SEO’s working out…
Content looks pretty good…
One thing’s missing though…
A QUICK, EASY way to connect with you NOW.
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Eric Jones –
Hey, this is Eric and I ran across filenaab.ir a few minutes ago.
Looks great… but now what?
By that I mean, when someone like me finds your website – either through Search or just bouncing around – what happens next? Do you get a lot of leads from your site, or at least enough to make you happy?
Honestly, most business websites fall a bit short when it comes to generating paying customers. Studies show that 70% of a site’s visitors disappear and are gone forever after just a moment.
Here’s an idea…
How about making it really EASY for every visitor who shows up to get a personal phone call you as soon as they hit your site…
You can –
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If you’d like to unsubscribe click here http://talkwithwebtraffic.com/unsubscribe.aspx?d=filenaab.ir
Eric Jones –
Hi, Eric here with a quick thought about your website filenaab.ir…
I’m on the internet a lot and I look at a lot of business websites.
Like yours, many of them have great content.
But all too often, they come up short when it comes to engaging and connecting with anyone who visits.
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CLICK HERE http://talkwithwebtraffic.com to discover what Talk With Web Visitor can do for your business.
You could be converting up to 100X more eyeballs into leads today!
Eric
PS: Talk With Web Visitor offers a FREE 14 days trial – and it even includes International Long Distance Calling.
You have customers waiting to talk with you right now… don’t keep them waiting.
CLICK HERE http://talkwithwebtraffic.com to try Talk With Web Visitor now.
If you’d like to unsubscribe click here http://talkwithwebtraffic.com/unsubscribe.aspx?d=filenaab.ir
Eric Jones –
Hi, my name is Eric and I’m betting you’d like your website filenaab.ir to generate more leads.
Here’s how:
Talk With Web Visitor is a software widget that’s works on your site, ready to capture any visitor’s Name, Email address and Phone Number. It signals you as soon as they say they’re interested – so that you can talk to that lead while they’re still there at filenaab.ir.
Talk With Web Visitor – CLICK HERE https://jumboleadmagnet.com for a live demo now.
And now that you’ve got their phone number, our new SMS Text With Lead feature enables you to start a text (SMS) conversation – answer questions, provide more info, and close a deal that way.
If they don’t take you up on your offer then, just follow up with text messages for new offers, content links, even just “how you doing?” notes to build a relationship.
CLICK HERE https://jumboleadmagnet.com to discover what Talk With Web Visitor can do for your business.
The difference between contacting someone within 5 minutes versus a half-hour means you could be converting up to 100X more leads today!
Try Talk With Web Visitor and get more leads now.
Eric
PS: The studies show 7 out of 10 visitors don’t hang around – you can’t afford to lose them!
Talk With Web Visitor offers a FREE 14 days trial – and it even includes International Long Distance Calling.
You have customers waiting to talk with you right now… don’t keep them waiting.
CLICK HERE https://jumboleadmagnet.com to try Talk With Web Visitor now.
If you’d like to unsubscribe click here http://jumboleadmagnet.com/unsubscribe.aspx?d=filenaab.ir
Eric Jones –
Hello, my name’s Eric and I just ran across your website at filenaab.ir…
I found it after a quick search, so your SEO’s working out…
Content looks pretty good…
One thing’s missing though…
A QUICK, EASY way to connect with you NOW.
Because studies show that a web lead like me will only hang out a few seconds – 7 out of 10 disappear almost instantly, Surf Surf Surf… then gone forever.
I have the solution:
Talk With Web Visitor is a software widget that’s works on your site, ready to capture any visitor’s Name, Email address and Phone Number. You’ll know immediately they’re interested and you can call them directly to TALK with them – literally while they’re still on the web looking at your site.
CLICK HERE http://talkwithwebtraffic.com to try out a Live Demo with Talk With Web Visitor now to see exactly how it works and even give it a try… it could be huge for your business.
Plus, now that you’ve got that phone number, with our new SMS Text With Lead feature, you can automatically start a text (SMS) conversation pronto… which is so powerful, because connecting with someone within the first 5 minutes is 100 times more effective than waiting 30 minutes or more later.
The new text messaging feature lets you follow up regularly with new offers, content links, even just follow up notes to build a relationship.
Everything I’ve just described is extremely simple to implement, cost-effective, and profitable.
CLICK HERE http://talkwithwebtraffic.com to discover what Talk With Web Visitor can do for your business, potentially converting up to 100X more eyeballs into leads today!
Eric
PS: Talk With Web Visitor offers a FREE 14 days trial – and it even includes International Long Distance Calling.
You have customers waiting to talk with you right now… don’t keep them waiting.
CLICK HERE http://talkwithwebtraffic.com to try Talk With Web Visitor now.
If you’d like to unsubscribe click here http://talkwithwebtraffic.com/unsubscribe.aspx?d=filenaab.ir
Eric Jones –
Hi, my name is Eric and I’m betting you’d like your website filenaab.ir to generate more leads.
Here’s how:
Talk With Web Visitor is a software widget that’s works on your site, ready to capture any visitor’s Name, Email address and Phone Number. It signals you as soon as they say they’re interested – so that you can talk to that lead while they’re still there at filenaab.ir.
Talk With Web Visitor – CLICK HERE http://jumboleadmagnet.com for a live demo now.
And now that you’ve got their phone number, our new SMS Text With Lead feature enables you to start a text (SMS) conversation – answer questions, provide more info, and close a deal that way.
If they don’t take you up on your offer then, just follow up with text messages for new offers, content links, even just “how you doing?” notes to build a relationship.
CLICK HERE http://jumboleadmagnet.com to discover what Talk With Web Visitor can do for your business.
The difference between contacting someone within 5 minutes versus a half-hour means you could be converting up to 100X more leads today!
Try Talk With Web Visitor and get more leads now.
Eric
PS: The studies show 7 out of 10 visitors don’t hang around – you can’t afford to lose them!
Talk With Web Visitor offers a FREE 14 days trial – and it even includes International Long Distance Calling.
You have customers waiting to talk with you right now… don’t keep them waiting.
CLICK HERE http://jumboleadmagnet.com to try Talk With Web Visitor now.
If you’d like to unsubscribe click here http://jumboleadmagnet.com/unsubscribe.aspx?d=filenaab.ir
Eric Jones –
Good day,
My name is Eric and unlike a lot of emails you might get, I wanted to instead provide you with a word of encouragement – Congratulations
What for?
Part of my job is to check out websites and the work you’ve done with filenaab.ir definitely stands out.
It’s clear you took building a website seriously and made a real investment of time and resources into making it top quality.
There is, however, a catch… more accurately, a question…
So when someone like me happens to find your site – maybe at the top of the search results (nice job BTW) or just through a random link, how do you know?
More importantly, how do you make a connection with that person?
Studies show that 7 out of 10 visitors don’t stick around – they’re there one second and then gone with the wind.
Here’s a way to create INSTANT engagement that you may not have known about…
Talk With Web Visitor is a software widget that’s works on your site, ready to capture any visitor’s Name, Email address and Phone Number. It lets you know INSTANTLY that they’re interested – so that you can talk to that lead while they’re literally checking out filenaab.ir.
CLICK HERE http://jumboleadmagnet.com to try out a Live Demo with Talk With Web Visitor now to see exactly how it works.
It could be a game-changer for your business – and it gets even better… once you’ve captured their phone number, with our new SMS Text With Lead feature, you can automatically start a text (SMS) conversation – immediately (and there’s literally a 100X difference between contacting someone within 5 minutes versus 30 minutes.)
Plus then, even if you don’t close a deal right away, you can connect later on with text messages for new offers, content links, even just follow up notes to build a relationship.
Everything I’ve just described is simple, easy, and effective.
CLICK HERE http://jumboleadmagnet.com to discover what Talk With Web Visitor can do for your business.
You could be converting up to 100X more leads today!
Eric
PS: Talk With Web Visitor offers a FREE 14 days trial – and it even includes International Long Distance Calling.
You have customers waiting to talk with you right now… don’t keep them waiting.
CLICK HERE http://jumboleadmagnet.com to try Talk With Web Visitor now.
If you’d like to unsubscribe click here http://jumboleadmagnet.com/unsubscribe.aspx?d=filenaab.ir
Eric Jones –
Hey, my name’s Eric and for just a second, imagine this…
– Someone does a search and winds up at filenaab.ir.
– They hang out for a minute to check it out. “I’m interested… but… maybe…”
– And then they hit the back button and check out the other search results instead.
– Bottom line – you got an eyeball, but nothing else to show for it.
– There they go.
This isn’t really your fault – it happens a LOT – studies show 7 out of 10 visitors to any site disappear without leaving a trace.
But you CAN fix that.
Talk With Web Visitor is a software widget that’s works on your site, ready to capture any visitor’s Name, Email address and Phone Number. It lets you know right then and there – enabling you to call that lead while they’re literally looking over your site.
CLICK HERE http://talkwithwebtraffic.com to try out a Live Demo with Talk With Web Visitor now to see exactly how it works.
Time is money when it comes to connecting with leads – the difference between contacting someone within 5 minutes versus 30 minutes later can be huge – like 100 times better!
Plus, now that you have their phone number, with our new SMS Text With Lead feature you can automatically start a text (SMS) conversation… so even if you don’t close a deal then, you can follow up with text messages for new offers, content links, even just “how you doing?” notes to build a relationship.
Strong stuff.
CLICK HERE http://talkwithwebtraffic.com to discover what Talk With Web Visitor can do for your business.
You could be converting up to 100X more leads today!
Eric
PS: Talk With Web Visitor offers a FREE 14 days trial – and it even includes International Long Distance Calling.
You have customers waiting to talk with you right now… don’t keep them waiting.
CLICK HERE http://talkwithwebtraffic.com to try Talk With Web Visitor now.
If you’d like to unsubscribe click here http://talkwithwebtraffic.com/unsubscribe.aspx?d=filenaab.ir
Eric Jones –
My name’s Eric and I just came across your website – filenaab.ir – in the search results.
Here’s what that means to me…
Your SEO’s working.
You’re getting eyeballs – mine at least.
Your content’s pretty good, wouldn’t change a thing.
BUT…
Eyeballs don’t pay the bills.
CUSTOMERS do.
And studies show that 7 out of 10 visitors to a site like filenaab.ir will drop by, take a gander, and then head for the hills without doing anything else.
It’s like they never were even there.
You can fix this.
You can make it super-simple for them to raise their hand, say, “okay, let’s talk” without requiring them to even pull their cell phone from their pocket… thanks to Talk With Web Visitor.
Talk With Web Visitor is a software widget that sits on your site, ready and waiting to capture any visitor’s Name, Email address and Phone Number. It lets you know immediately – so you can talk to that lead immediately… without delay… BEFORE they head for those hills.
CLICK HERE http://jumboleadmagnet.com to try out a Live Demo with Talk With Web Visitor now to see exactly how it works.
Now it’s also true that when reaching out to hot leads, you MUST act fast – the difference between contacting someone within 5 minutes versus 30 minutes later is huge – like 100 times better!
That’s what makes our new SMS Text With Lead feature so powerful… you’ve got their phone number, so now you can start a text message (SMS) conversation with them… so even if they don’t take you up on your offer right away, you continue to text them new offers, new content, and new reasons to do business with you.
This could change everything for you and your business.
CLICK HERE http://jumboleadmagnet.com to learn more about everything Talk With Web Visitor can do and start turing eyeballs into money.
Eric
PS: Talk With Web Visitor offers a FREE 14 days trial – you could be converting up to 100x more leads immediately!
It even includes International Long Distance Calling.
Paying customers are out there waiting.
Starting connecting today by CLICKING HERE http://jumboleadmagnet.com to try Talk With Web Visitor now.
If you’d like to unsubscribe click here http://jumboleadmagnet.com/unsubscribe.aspx?d=filenaab.ir
Eric Jones –
Hey, this is Eric and I ran across filenaab.ir a few minutes ago.
Looks great… but now what?
By that I mean, when someone like me finds your website – either through Search or just bouncing around – what happens next? Do you get a lot of leads from your site, or at least enough to make you happy?
Honestly, most business websites fall a bit short when it comes to generating paying customers. Studies show that 70% of a site’s visitors disappear and are gone forever after just a moment.
Here’s an idea…
How about making it really EASY for every visitor who shows up to get a personal phone call you as soon as they hit your site…
You can –
Talk With Web Visitor is a software widget that’s works on your site, ready to capture any visitor’s Name, Email address and Phone Number. It signals you the moment they let you know they’re interested – so that you can talk to that lead while they’re literally looking over your site.
CLICK HERE http://jumboleadmagnet.com to try out a Live Demo with Talk With Web Visitor now to see exactly how it works.
You’ll be amazed – the difference between contacting someone within 5 minutes versus a half-hour or more later could increase your results 100-fold.
It gets even better… once you’ve captured their phone number, with our new SMS Text With Lead feature, you can automatically start a text (SMS) conversation.
That way, even if you don’t close a deal right away, you can follow up with text messages for new offers, content links, even just “how you doing?” notes to build a relationship.
Pretty sweet – AND effective.
CLICK HERE http://jumboleadmagnet.com to discover what Talk With Web Visitor can do for your business.
You could be converting up to 100X more leads today!
Eric
PS: Talk With Web Visitor offers a FREE 14 days trial – and it even includes International Long Distance Calling.
You have customers waiting to talk with you right now… don’t keep them waiting.
CLICK HERE http://jumboleadmagnet.com to try Talk With Web Visitor now.
If you’d like to unsubscribe click here http://jumboleadmagnet.com/unsubscribe.aspx?d=filenaab.ir