مطالعه موردی رابطه مؤلفه مشتری مداری مدیریت کیفیت فراگیر با تعهد سازمانی می یر ـ آلن در دانشگاه آزاد اسلامی واحد ایذه

مدیریت بهره‌وری

مقاله 3، دوره 5، 3(18)پاییز، آذر 1390، صفحه 53-76   

نوع مقاله: علمی پژوهشی

نویسندگان

محمود دانیالی ده حوض^{* 1}؛ ایوب مردانی²؛ منوچهر انصاری³؛ حسین رحمانی یوشانلویی⁴

¹دانشجوی دکترای مدیریت بازرگانی /عضو هیأت علمی،گروه مدیریت، واحد ایذه، دانشگاه آزاد اسلامی،ایذه،ایران

²مربی گروه علوم تربیتی، واحد ایذه دانشگاه آزاد اسلامی،ایذه،ایران

³عضو هیأت علمی (دانشیار) ، گرو ه مدیریت بازرگانی دانشگاه تهران

⁴دانشگاه آزاد اسلامی، واحد سلماس، باشگاه پژوهشگران جوان، سلماس-ایران

چکیده

هدف اصلی این پژوهش بررسی شاخص مشتری‌مداری و رابطه آن با تعهد سازمانی در دانشگاه آزاد اسلامی واحد ایذه می باشد. از فرضیات اساسی این پژوهش وجود رابطه معنی‌دار بین شاخص مشتری‌مداری و تعهد سازمانی در دانشگاه آزاد اسلامی واحد ایذه است. جامعه آماری این پژوهش کلیه کارکنان رسمی و اعضای هیأت علمی تمام وقت دانشگاه آزاد اسلامی واحد ایذه هستند و نمونه آماری 114 نفر می‌باشند که با روش نمونه‌گیری تصادفی طبقه ای انتخاب شده اند. برای گردآوری داده ها از پرسشنامه محقق ساخته مدیریت کیفیت فراگیر با پایایی حدود 955/0 و پرسشنامه تعهد سازمانی می یر ـ آلن استفاده شده است. آزمون های آماری t گروه های مستقل، آزمون t و ضریب همبستگی مورد استفاده قرار گرفته اند. نتایج نشان می دهد بین شاخص مشتری مداری و تعهد عاطفی کارکنان و استادان، بین مشتری مداری و تعهد عقلانی کارکنان و استادان بین مشتری مداری و تعهد هنجاری کارکنان و استادان دانشگاه آزاد اسلامی رابطه ای معنی دار وجود دارد.

کلیدواژه‌ها

مشتری مداری؛ تعهد سازمانی؛ تعهد هنجاری؛ مدیریت کیفیت فراگیر

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