Abstract:
Social security organization, as the largest insurance organization in Iran, is the only complete supplier of social protection that can be operational in an organization. Such as: retirement pension, disability of survivors, provision of treatment costs, provision of unemployment insurance, family assistance, marriage allowance, compensation for sickness wages and other types of insurance and medical services. On the other hand, nowadays, one of the basic elements in customer-oriented organizations is customer satisfaction. Because the main driving force for organizations that are looking for major improvement in their progress are the customers of that organization. According to the subject of the present research (comparative comparison of client satisfaction with the performance of social security agencies and branches in Gilan province), the hypotheses of this research are as follows: 1- There is a significant difference between client satisfaction with the ease of doing work in mother branches and official agencies of the Social Security Organization. 2- There is a significant difference between client satisfaction with the speed of work in mother branches and official agencies of the Social Security Organization.
3- There is a significant difference between the level of client satisfaction with the quality of response in mother branches and the official agencies of the Social Security Organization.
4- There is a significant difference between the level of client satisfaction with the respect of clients in the mother branches and official agencies of the Social Security Organization.
5- Between the level of client satisfaction with respect to order, personal grooming and the work environment in the mother branches and the agency. There is a significant difference between the official data of the Social Security Organization.
Descriptive-comparative research method, the statistical population of the clients of these two units, the questionnaire measurement tool, and the statistical method used, binomial t-test, and SPSS software were used to analyze the data. After testing the hypotheses, it was found that the average satisfaction in both units is higher than the expected average and there is a significant difference between the level of client satisfaction in terms of ease, speed, quality of response, respect for the client and order and personal grooming and the work environment in the branches and social security agencies of Gilan province, but the official agencies have better performance than the parent branches in all aspects of the study.
Key words: satisfaction, ease, speed, Respect, quality of responsiveness, personal order and neatness and work environment
1 Introduction
Today, with the rapid progress of science and technology and the speed of communication and the changes that have occurred in the environment and mission of governments, a new approach in management has emerged. The new model of public administration emphasizes new strategies such as governance theory, entrepreneurial government, responsive government, and citizen-centered. Therefore, in the present era, performance evaluation and management in government organizations with a new approach and criteria called client and citizen satisfaction have been emphasized. "The changing tastes, demands and expectations of the citizens have caused the transformation to turn from an endogenous matter to an exogenous matter. In fact, the accountability of government organizations to the citizens has caused governments to look at the members of society from a new perspective as customers of the private sector and try to provide them with maximum satisfaction" (Khaki, 2013: 26). In modern public administration, the government are facing the question of how they can provide faster, better, cheaper and higher quality services. In the administrative and executive system of our country, the people's satisfaction with the services provided by the government agencies is considered as one of the main indicators of measuring the efficiency of the development and development of the system, and factors such as speed, accuracy and accuracy in doing the client's affairs, the quality of the work, the way of dealing with the service recipients, the costs of providing the services, transparency and proper information are factors that, while satisfying the people in connection with receiving services from the government agencies, increase public trust, which is the biggest capital and support for the system. They also provide administrative services. Social security organization, as one of the big organizations that the majority of Iranian people are customers of, is not an exception to this rule and considering that it has many different clients every day, it is considered in this research.By revising its organizational structure and creating agencies and satellite branches and outsourcing its services, this organization is moving towards a new experience in order to provide the best services to the clients. Today, if an organization wants to move towards providing high-quality services to its clients, it is inevitable that it adjusts its structure according to this strategy. However, every organization has a customer or customers who are potentially or actually applying for the goods or services of that organization or institution. Obviously, knowing the satisfaction or lack of customer satisfaction and trying to remove the obstacles on its way is something that improves the service delivery and performance of organizations. and the branches of the Social Security Organization of Gilan Province.
1-2 statement of the problem
The current era can be considered a period in which the role of service institutions in the pursuit of increasing the relative welfare of the society is quite noticeable and evident. Now these institutions and companies and even governments are the ones who need customers and it is these customers who are necessary for their survival. Maslow's needs, i.e. the need for safety, help them to achieve their high and long-term goals with a more relaxed mind, and on the other hand, customers, who are the reason for the existence of these companies, can create financial resources and increasing credit for the companies. Therefore, knowing the new strategies, paying attention to the important points in establishing, maintaining, and expanding relationships with the customer and trying to gain his satisfaction in all stages from the research and market measurement stage to the after-sales service and measuring the level of satisfaction, increases the efficiency and effectiveness of an organization in realizing customer-oriented goals and in the long term will bring a base of loyal customers (Jabari, Motzari, 2013, 1)
The social security organization is a public organization, social insurer and non-governmental organization, which is the major part Its financial resources are provided from the insurance premiums (with the participation of the insured and the employer). The principles and foundations of this organization's insurance are set in such a way that its main goals are fully aligned with the macroeconomic goals of the country. On the one hand, the boom in production and industrial activities will increase the population covered by insurance and strengthen the financial resources of this organization, and on the other hand, the insurance coverage of workers will lead to increased confidence, creating mental security and physical health, and ultimately improving the productivity of the workforce.
On the other hand, the social security organization is known as a competitor in the country and has a high work density and the volume of clients is very large, so that the organization's inputs are much more than its outputs, for example, most of the employees in companies, offices, organizations, factories, and 000 are members of the social security fund by paying their insurance premiums, and in addition, they take their work activities during retirement and also support themselves and their families for short periods of time. In the long term, the organization receives use and services, and they are also covered by the social security organization, for this reason, the output of the organization is very less and the inflows of the population covered by this organization are about 40% of the total population of the country. 12068/200 dated 7/10/84, the Supreme Council of Welfare and Social Security was established in view of the increasing expansion of social organization duties among the country's active society and the important role of this organization in providing the current and future welfare of their insured and the beneficial effects of familiarizing the insured and employers with insurance concepts and tasks, establishing official social security agencies and setting criteria and standards for the implementation of all or part of the tasks, delegating the activity from the organization Therefore, at present, more than 130 brokerage firms are working in different provinces of the country, which shows the importance of the issue.