بررسی تاثیر توانمندسازی روان شناختی بر کیفیت خدمات داخلی در کارکنان زن وزارت ورزش و جوانان

نوع مقاله : مقاله پژوهشی

نویسندگان

• قاسم زارع ¹
• سیدنصرالله سجادی ²
• محمد خبیری ³
• ابراهیم علیدوست قهفرخی ⁴

¹ گروه تربیت بدنی، واحد مرودشت، دانشگاه آزاد اسلامی، مرودشت، ایران.

² استاد مدیریت ورزشی، دانشکده تربیت بدنی، دانشگاه تهران، تهران، ایران.

³ دانشیار مدیریت ورزشی، دانشکده تربیت بدنی، دانشگاه تهران، تهران، ایران.

⁴ دانشیار مدیریت ورزشی، دانشکده تربیت بدنی، دانشگاه تهران، تهران، ایران

10.30495/jzvj.2022.28799.3645

چکیده

مقدمه: کیفیت خدمات داخلی موضوع جدیدی در ادبیات مدیریت و رهبری است که پژوهش‌های محدودی در مورد آن و عوامل اثرگذار بر آن، انجام شده است. هدف از پژوهش حاضر، بررسی تاثیر توانمندسازی روان شناختی بر کیفیت خدمات داخلی در کارکنان زن وزارت ورزش و جوانان بود.
روش‌شناسی: روش پژوهش حاضر، توصیفی- پیمایشی است. جامعه آماری این پژوهش کلیه کارکنان زن حوزه ستادی وزارت ورزش و جوانان بود که تعداد 232 نفر به عنوان نمونه آماری انتخاب شدند. ابزار جمع‌آوری داده‌ها شامل پرسش‌نامه تعدیل شده‌ی توانمندسازی روان-شناختی اسپریتزر (1995) با پنج بعد (احساس شایستگی، استقلال، تاثیر، معنی دار بودن و اعتماد) و پرسش‌نامه کیفیت خدمات داخلی دی ژی (2005) با سه بعد (سطح فردی، واحدی و سازمانی) بود. داده ها از طریق روش مدل‌سازی معادلات ساختاری با استفاده از نرم‌افزار اسمارت پی ال اس تحلیل شد.
یافته‌ها: تحلیل‌های مدل‌سازی معادلات ساختاری، برازندگی الگوی پیشنهادی را تایید کرد. نتایج حاکی از تاثیر مثبت احساس اعتماد (14/0)، شایستگی (57/0) بر کیفیت خدمات داخلی سطح فردی بود. احساس معنی دار بودن شغل (16/0) و تاثیر (41/0) بر کیفیت خدمات داخلی سطح واحدی تاثیر مثبت داشت و هم چنین تاثیر احساس استقلال (24/0)، اعتماد (22/0)، شایستگی (13/0-)، معنی دار بودن شغل (17/0) و تاثیر (20/0) بر کیفیت خدمات داخلی سطح سازمانی مورد تایید قرار گرفت.
نتیجه‌گیری: با توجه به نتایج به‌دست آمده، یکی از روش های ترغیب کارکنان زن برای درگیری در رفتارهای فرانقش و ارائه خدمات داخلی با کیفیت بالا، توانمندسازی روانشناختی است.

کلیدواژه‌ها

• رفتار سازمانی
• مدیریت ورزش
• توانمندسازی

20.1001.1.20088566.1401.13.51.6.4

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عنوان مقاله [English]

Investigating the effect of psychological empowerment on the internal service quality in female employees of the Ministry of Sports and Youth

نویسندگان [English]

• Ghasem Zare ¹
• Seyed Nasroallah Sajjadi ²
• Mohammad Khabiri ³
• Ebrahim Alidoust Ghahfarokhi ⁴

¹ Department of Physical Education, Marvdasht Branch, Islamic Azad University, Marvdasht, Iran.

² . Professor of Sport Management, Physical Education Faculty, Tehran University, Tehran, Iran

³ Associate Professor of Sport Management, Physical Education Faculty, Tehran University, Tehran, Iran.

⁴ Associate Professor of Sport Management, Physical Education Faculty, Tehran University, Tehran, Iran

چکیده [English]

Internal service quality and its influencing factors in sport context is a new topic in the management and leadership literature that limited research has been done on it. Therefore, the purpose of this study was to investigate the effect of psychological empowerment on the internal services quality in female employees of the Ministry of Sports and Youth, Iran.
Methodology: This study is a descriptive-survey research. The population of this study was all female employees of the Ministry of Sports and Youth, Iran of which 232 people were selected as the statistical sample. The tools included Modified Spreitzer (1995) Psychological Empowerment Questionnaire with five dimensions (competence, autonomy, impact, meaningfulness and trust) and Di Xie Internal Service Quality Questionnaire (2005) with three dimensions (individual, unit/department and organizational level). Data were analyzed by structural equation modeling using Smart PLS software.
Results: Structural equation modeling confirmed the goodness of fit of the proposed model. The results showed a positive effect of trust (0.14) and competency (0.57) on the internal service quality at the individual level. The meaningfulness (0.16) and impact (0.41) had a positive effect on the unit-level internal service quality and also the effect of autonomy (0.24), trust (0.22), competence (-0.13), meaningfulness (0.17) and impact (0.20) on the internal service quality at the organizational level were confirmed.
Conclusion: According to the results, one of the methods to encourage female employees to engage in extra-role behaviors and provide high internal services quality is psychological empowerment.

کلیدواژه‌ها [English]

• Organizational Behavior
• Sport Management
• Empowerment

مراجع

 

 

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