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Paper Information

Journal:   ORGANIZATIONAL CULTURE MANAGEMENT   SPIRNG-SUMMER 2011 , Volume 9 , Number 23; Page(s) 145 To 167.
 
Paper: 

EVALUATION OF ABADEH TELECOMMUNICATIONS OFFICE PERFORMANCE BASED ON CLIENT SATISFACTION

 
 
Author(s):  ATTAFAR ALI, AMRI ELHAM*
 
* 
 
Abstract: 

The aim of this research is to evaluate the performance of the Office of Telecommunications in Abadeh in terms of client satisfaction.
This is a field research which has been conducted through survey. The research population consists of twenty five managers and experts, seventy five employees of the Office of Telecommunications and two hundred of its customers. Due to the small size of the research population, all the population was surveyed. The validity of the questionnaire was confirmed through studying organizations’ documents and by the research advisors and consultants. Research reliability was assessed by calculating Cronbach Alpha. In analyzing the data, descriptive and analytic statistics were used. Research findings represent that the observed F-values of input, process, output, feedback factors and environmental interactions were not statistically significant at p<0.05 and client satisfaction in regard to five-factor indicator of organizational performance were the same. In general, client satisfaction of organizational performance was higher than average in terms of the frequency of their interactions with this office and their level of education. In addition, observed F-values of five-factor system indicator of this organization were statistically significant and managers’, experts’ and employees’ views regarding organizational performance were different, such that managers’ and customers’ satisfaction with the performance were lower than that of employees.

 
Keyword(s): CLIENT SATISFACTION, OFFICE OF TELECOMMUNICATIONS, PERFORMANCE EVALUATION
 
References: 
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