فایل پی دی اف کامل کیفیت خدمات تأمین اجتماعی؛ مطالعه ارزیابی دیدگاه مشتریان و کارکنان درباره خدمات سازمان PDF

Assessment of Service Quality in Social Security Organization (SSO)
at the Point of View of Insureds and Clerks

Abstract
Today regarding the vital importance of insurance industry roles in economical
development of countries, the need to it is inevitable .Yet the indicator of insurance
development including insurance percapita, Gross Domestic Product (GDP), etc.
In Iran which suggests progress in this industry not only are not comparable with the
developed countries but also are lower than the developing countries. On of the reasons as
proposed by the theorist in the field suggests that insurances coverage in Iran is not
compatible with that is expected by the insureds .In the present research the quality of the
services offered by the largest organization of social insurance in Iran, Social Security
Organization(SSO), is evaluated.
Among the models applied in evaluating service quality in various service sections, in this
study, SERQUAL model is in used. So research is to consider and evaluate the extent of
the gap in the five dimensions of service quality in SSO. In theoretical frame work of the
research concepts related to quality, service, service quality, different component of
service quality and in the end the review of literature are discussed. The present research is
based on the methods and the nature of descriptive- survey research and the populations
under question include all the acitve insureds and clerks of branchs 1 and 2 of SSo in
Kurdistan Province in Iran. The questionnaire used to access the extent at the gap of
service quality is the standard one used in SERQUAL model and Cronbach’s Coefficent
alpha for the questionnaire under question is calculated as 90% for insureds and 91% for
clerks.
In results of testing the hypothesis of the research through Paired Students t-test,
Independent Students t-test, Wilcoxon Npar Tests and Mann-Whitney Npar Tests shows
that: At the point of view of insureds and clerks, services offered by SSO have not fulfilled
the expectation of the insureds. Also expectations of the insureds and clerks about quality
of services offered by SSO are equal but their understanding is diferrent. The smallest gap
between the expectations of the insureds and their understanding and opinions is related to
tangible factors and assurance components, and the biggest one is related to
responsiveness component. The smallest gap between the expectations of the clerks and
their understanding and opinions is related to assurance component, and the biggest one is
related to responsiveness component. The results of Friedman test to set the priority at
components indicate that at the point view of the insureds of SSO, the component at
empathy has the highest and tangible factors have the lowest priority.Also at the point
view of the clerks of SSO, the component at assurance has the highest and tangible factors
have the lowest priority.
Keywords: Satisfaction, Insurance, Insureds, Service Quality Gap, Servqual Model.

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