The Degree of the Adaptation of the Received Performance of Employees and the Clients’ Expectations from Public Organizations

Document Type : Research Paper

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Abstract

Behavior towards clients is an important indicator of protecting their dignity influencing their satisfaction. According to the conceptual model of this research, satisfaction can be measured by comparing the expectations of the clients and their mental perception of organizations’ performances. Expectations are influenced by various factors such as interaction, costs, etc. Received performance indicates a feeling caused by the services given to a special person. The results indicated that there are differences between performance and expectations regarding four variables. The distances are negative in all four cases indicating that the organizations under study have not been able to fulfill the clients’ expectations completely. The speed of performance gained the highest negative score, and showing respect was the lowest. On the other hand, statistical analysis indicated that there is relationship between employees’ behavior (as predictive variable), and satisfaction (as a standard variable). Correlation coefficient between these two variables was equal to 87 percent. Based on the theoretical model of this research, it can be proclaimed that there is a significant relationship between employees’ behavior and clients’ satisfaction. The researchers suggest that programs be presented for teaching and institutionalizing behavior and interaction with clients, and the processes be modified.

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History

  • Receive Date: 10 May 2014
  • Revise Date: 05 January 2015
  • Accept Date: 19 April 2015

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