عنوان

بررسی رابطه اخلاق کار و شکاف کیفیت خدمات در مراکز توانبخشی سازمان بهزیستی شهر اصفهان در سال 1394

Service quality gap،Introduction: Work ethics and the service quality gap in organizations are really important. If the moral values such as commitment to work, honesty, integrity, be respected in work, the performance and success of the organization increase. The present research aimed to investigate the relationship between work ethics and service quality gap in rehabilitation centers of the Welfare Organization in Isfahan. Method: In this descriptive-analytical study, 150 employees of rehabilitation centers and 170 clients were recruited, respectively, by census and quota sampling. The data were collected through the work ethics questionnaire and the questionnaire of the service quality gap (SERVQUAL). Pearsons correlation test and MANOVA were used to analyze the data. Findings: The value of work ethics among the employees of rehabilitation centers was above average (207). The maximum and minimum scores were respectively related to interest (80) and cooperation in work (40). There were gaps in all dimensions of service quality. The highest mean of gap was respectively related to tangibles (-9.65), reliability (-7.86), responsiveness (-6.40), empathy (-5.56), assurance (-4.70). A statistically significant difference was observed between clients perceived and expected service quality using Wilcoxon test (p<0.001). No significant difference was observed between work ethics and the service quality gap in this study. The findings did not demonstrate a significant relationship (P<0.05) between demographic variables and work ethics of employees of the rehabilitation centers. Conclusion: Based on the results of this study, work ethics among the employees of the rehabilitation centers was reported to be favorable. However, clients expectations of service quality were not met. In addition, the relationship between work ethics and service quality gap in rehabilitation centers did not exhibit any statistical difference. It is suggested that managers meet clients expectations by offering appropriate solutions; thereby reducing the service quality gap. Key Words: work ethics, service quality, rehabilitation centers

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