نوع مقاله : مقاله پژوهشی

نویسندگان

1 دانشجوی کارشناسی ارشد، روان‌شناسی صنعتی و سازمانی، دانشکده‌ی علوم تربیتی و روان‌شناسی، دانشگاه اصفهان، اصفهان، ایران

2 استادیار، روان‌شناسی صنعتی و سازمانی، دانشکده‌ی علوم تربیتی و روان‌شناسی، دانشگاه اصفهان، اصفهان، ایران

3 استاد، روان‌شناسی، دانشکده‌ی علوم تربیتی و روان‌شناسی، دانشگاه اصفهان، اصفهان، ایران

4 دانشجوی دکتری، مدیریت دولتی گرایش منابع انسانی، دانشگاه آزاد اسلامی کرمان، کرمان و مرکز تحقیقات فن‌آوری اطلاعات در امور سلامت، دانشگاه علوم پزشکی اصفهان، اصفهان، ایران

چکیده

مقدمه: یک سازمان زمانی با موفقیت از عهده‌ی مأموریت و رسالت خود برمی‌آید که توانسته باشد رضایت مراجعانش را تأمین کند. از این رو پژوهش حاضر با هدف شناسایی روابط هوش هیجانی، ویژگی‌های شخصیتی و متغیرهای جمعیت‌شناختی کارکنان دانشگاه علوم پزشکی اصفهان با رضایت ارباب رجوع با نقش تعدیل‌کنندگی ادراک عدالت سازمانی انجام شده است. روش بررسی:این تحقیق توصیفی از نوع همبستگی و از نظر هدف کاربردی می‌باشد. دو جامعه‌ی آماری این پژوهش شامل الف: کلیه‌ی کارکنان ستادی دانشگاه علوم پزشکی اصفهان با تعداد 872 نفر و ب: مراجعان به بخش‌های مختلف دانشگاه مذکور که در نقش ارباب رجوع به کارکنان مراجعه می‌نمودند. بازه‌ی زمانی تحقیق در نیمه‌ی دوم سال 1391 بوده است. ابزار جمع‌آوری اطلاعات شامل پرسش‌نامه‌ی پنج عاملی شخصیت NEO، پرسش‌نامه‌ی Servqual، پرسش‌نامه‌ی عدالت سازمانی، پرسش‌نامه‌ی هوش هیجانی و پرسش‌نامه‌ی ویژگی‌های جمعیت‌شناختی بود که تمامی آن‌ها پایایی و روایی لازم را دارا بوده‌اند. برای تحلیل داده‌ها، از شاخص‌های توصیفی نظیر پراکندگی و میانگین و نیز از روش‌های آمار استنباطی همچون همبستگی Pearson،  تحلیل رگرسیون و تحلیل واریانس با استفاده از نسخه‌ی 19 نرم‌افزار SPSS استفاده شد. یافته‌ها: نتایج نشان می‌دهد که همبستگی بین رضایت ارباب رجوع از یک سو و ویژگی‌های شخصیتی، هوش هیجانی و ادراک عدالت سازمانی از سویی دیگر (870/0R= و 757/R2=) دارای رابطه‌ی معنی‌داری است. همچنین بین کلیه‌ی ویژگی‌های جمعیت‌شناختی کارکنان دانشگاه در سطح (05/0Pvalue<) با رضایت مراجعان با نقش تعدیلی عدالت سازمانی رابطه‌ی معنی‌داری مشاهده نشد. نتیجه‌گیری: با توجه به تأثیرگذاری ادراک عدالت سازمانی بر ارتباط هوش هیجانی و شخصیت کارکنان با رضایت مراجعان، به‌منظور ارتقای رضایت مراجعان تمرکز بر مسایل فردی حایز اهمیت است. در این بین، به‌واسطه‌ی آموزش‌پذیری و امکان ارتقای هوش هیجانی، این متغیر جایگاهی ویژه دارد. واژه‌های کلیدی:هوش هیجانی؛ رضایت؛ ارباب رجوع؛ کارکنان؛ عدالت سازمانی 

کلیدواژه‌ها

عنوان مقاله [English]

Multiple Relationship among Emotional Intelligence, Personality Characteristics, and Demographic Variables of the Personnel with Client Satisfaction with Moderating Role of Perceived Organizational Justice in Isfahan Medical University

نویسندگان [English]

  • Behnaz Khayeri 1
  • Hossein Samavatian 2
  • Hamidtaher Neshatdost 3
  • Ali Safdarian 4

1 MSc Student, Industrial and Organizational Psychology, Faculty of Psychology, Faculty of Psychologic and Education Science, Isfahan University, Isfahan, Iran

2 Assistant Professor, Industrial and Organizational Psychology, Faculty of Psychologic and Education Science, Isfahan University, Isfahan, Iran

3 Associate Professor, Clinical Psychology, Faculty of Psychologic and Education Science, IsfahanUniversity, Isfahan, Iran

4 PhD Student, Public Management, Islamic Azad KermanUniversity, Kerman and Information Technology in Health Sciences, Isfahan University of Medical Sciences, Isfahan, Iran

چکیده [English]

Introduction: An organization attains the missions and targets when it could satisfy its client. Considering this fact, the current research carried out to investigate the relationship among emotional intelligence, personality characteristics and demographic variables of the personnel of Isfahan Medical University with client satisfaction with moderating role of Perceived organizational justice. Methods: The method of the study is basically descriptive-correlation. The tool used to collect the data was included the NEO personality questionnaire, Servqual questionnaire, organizational justice questionnaire, emotional intelligence questionnaire, and demographic characteristics questionnaire. The validity of the questionnaires were confirmed by the professionals and the reliability of them were examined using Cronbach’s Alpha in which for the NEO personality questionnaire was found between 68 percent to 83 percent, for Servqual questionnaire, 88 percent, for organizational justice questionnaire, 91 percent and for the emotional intelligence questionnaire, 86 percent was obtained. The research was done in Isfahan Medical University in the year of 2012. The descriptive and inferential statistical analysis was done using SPSS. Results: The analysis of the data revealed that there was a significant relationship between clients' satisfaction with emotional intelligence, personality characteristics and perceived organizational justice (R=0/870, R2=0.757). Also, no significant correlation was found between demographic characteristics of the personnel with clients' satisfaction with moderating role of perceived organizational justice (Pvalue<0/05). Conclusion: According to the impact of perceived organizational justice on the relationship between emotional intelligence and personality of the personnel, with client satisfaction, focusing on ndividual issues is important to improving client satisfaction. In this regard emotional intelligence is a special place. Keywords: Emotional Intelligence; Satisfaction; Clients; Personnel; Organizational Justice

کلیدواژه‌ها [English]

  • Emotional Intelligence
  • Satisfaction
  • Clients
  • Personnel
  • Organizational Justice
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