پديد آورندگان :
پورمحمدي، محمدرضا دانشگاه تبريز، تبريز، ايران , حكيمي، هادي دانشگاه تبريز، تبريز، ايران , ميرزايي، علي دانشگاه هنر اسلامي تبريز، تبريز، ايران
كليدواژه :
رضايت‌مندي , خدمات مديريت شهري , سكونتگاه غيررسمي , پاسداران , تبريز
چكيده فارسي :
در دنياي امروز، مديريت شهري به يكي از سازمان‌هاي مؤثر در زندگي شهروندان تبديل‌شده است كه هميشه به نحوي با خدمات آن در ارتباط هستند. سنجش رضايت مردم از خدمات شهري يكي از مهم‌ترين عوامل تعيين‌كننده كيفيت و چگونگي عملكرد ارائه‌كنندگان خدمات شهري است؛ برهمين اساس هدف پژوهش حاضر آن است كه كيفيت عملكرد مديريت شهري را در محله موردمطالعه ؛ مبتني بر نگرش شهروندان موردسنجش قراردهد. بنابرين روش پژوهش توصيفي- تحليلي بوده و براي دستيابي به نظريات شهروندان از ابزار پرسشنامه(طيف ليكرت) استفاده گرديده است. حجم جامعه آماري كليه ساكنان محله پاسداران و حجم نمونه نيز400 نفركه با استفاده از فرمول كوكران محاسبه گرديد؛ همچنين براي آزمون شاخص‌هاي موجود، باتوجه به حجم زياد نمونه‌ها و طبق قضيه حد مركزي از آزمون پارامتري ميانگين يك جامعه(t-Test) استفاده‌شده است. نتايج تحقيق حاكي از آن بوده كه ميزان رضايت ساكنان از مديريت شهري وخدمات ارائه‌شده آن درسطح متوسط به پايين قرار دارد؛ همچنين براساس آزمون فريدمن مشخص گرديد كه در بين همۀ شاخص‌هاي تحقيق، بالاترين ميزان رضايت شهروندان، مربوط به شاخص كنترل پاكيزگي و بهداشت محيط با امتياز 3/70 دررتبه اول قرار داشته و پايين‌ترين ميزان رضايت‌مندي نيز در شاخص مشاركت دادن مردم در تصميم‌گيري‌هاي مربوط به شهر با امتياز2/15 است؛ درنهايت با استفاده از آزمون‌هاي كاي اسكوئر و اسپيرمن مشخص گرديد كه بين سطح تحصيلات و سن با ميزان رضايت‌مندي از عملكرد مديريت شهري تفاوت‌هاي معناداري وجود دارد و همچنين عدم وجود روابط معنادار بين متغيرهاي جنس و وضعيت تأهل و درآمد را با ميزان رضايت‌مندي در محدوده موردمطالعه نشان مي دهد
چكيده لاتين :
Introduction
Today urban management has changed into one of the influential factors on the citizens' life and they are always in touch with it. Measuring people's satisfaction of the urban services is of paramount importance for determining their quality because if top officials of the city do not have a good perception of the urban services users, as their main customers, they cannot evaluate their own performance and perceive the unused potentialities. This study aims to evaluate the performance of the city management in four areas of social-cultural, urban construction, urban service and monitoring from the view point of the citizens. So, the hypotheses are :
- Apparently, the needs ofthe Pasdaran Street’s residents have been overlooked by the city officials.
- It seems to exist asignificant difference between the variables of gender, income, level of studyand the satisfaction with the municipality.
The necessity of the satisfaction with residential complexes, especially unofficial ones, originates from its role in boosting trust, accountability, cooperation and self-helping of the residents and proposes more efficient ways for solving problems and improving living conditions.
Methodology
The method used is descriptive and researchers have used questionnaires in order to obtain the citizens' ideas. All the citizens of Pasdaran neighborhood in the city of Tabriz forms the statistical population who were selected using chi - square method. For testing indexes, regarding the multitude of the samples, T-test was used.
Result and Discussion
The results showed that the satisfaction of the residents is medium to low. The results using Friedman test showed that Among all the research indices, the highest level of citizens' satisfaction (3.70) was related to cleanliness control index and environmental health through garbage collection and road cleaning. The second and third places were related to indicators of the road naming and installing their signing (3.59) and the issuance of building permits and business license for guild (3.52). The lowest level of satisfaction (2.15) was also related to involving people in decision-makings associated with the city, followed by Predictions and measures necessary to protect the city against natural disasters (2.24) and determine the appropriate location for stopping vehicles at the neighborhood level (2.22). Furthermore, in the study of research components, developmental component with total of 21.72 and an average of 3.10 was in the first place, followed by urban services with total of 17.95 and an average of 2.99, supervision component with total of 15.96 and an average of 3.19 and sociocultural component with total of 13.07 and an average of 2.61. In general, the average of residents' satisfaction with the neighborhood (2.95) was in low to medium range. Given the values of t and the average difference, it can be said that reasons for residents' dissatisfaction with urban management performance can be in two ways. First, residents' dissatisfaction is because of failure to meet needs and amenities of citizens in the field of urban services, indicating the weakness of the municipality. The problem is typically related to lack of financial resources and proper management of the municipality. Consequently, the municipality cannot be the way it should provide residents with services, and ultimately, these lead to residents' dissatisfaction. Second, since residents do not have much contact with the municipality and their awareness of municipal functions is low, as a result, citizens, regardless of the municipal status, only evaluate the performance of the municipality in performing its duties at the city level -. This may lead to citizens' dissatisfaction with the municipal functions.
Conclusion
If we look at theprevious review of the related literature mentioned in this research, theresults of this research approve them and because of the fact that this studyhas been done in unofficial residential areas, it has a worse condition than them .So, these residents are in need of receiving attention from those in charge andesp. urban managers. Based on the results of the study, some suggestions aremade in two different parts for academia members and urban managers:
Managerial suggestions (Planning) Optimizing urbanservices, emphasizing the attitudes of the residents of the neighborhood forimproving the satisfaction of the residents and increasing public cooperationin performing neighborhood plans. Predicting and taking thenecessary measures for protecting the city from natural disasters and settingproper location for parking the vehicles in the neighborhood. Developing cultural andsocial facilities for boosting the health and satisfaction of the citizens Making the performance ofthe urban-service- giving institutions more clear. Utilizing the opinions ofthe citizens, esp. educated ones, by holding panels. Research Suggestions (Academic) Studying the citizen’slevel of satisfaction with Municipality’s services comparatively.
