Contents & References of Investigating the effective factors on the honoring plan from the client's point of view in the Ministry of Labor and Social Affairs
List:
Chapter One: Introduction to the Research (General)
1-1 Introduction. 2
2-1 statement of the research problem. 2
3-1 The topic and the main question of the research. 4
4-1 The importance and necessity of research. 5
5-1 research objectives. 8
6-1 Research applications. 8
7-1 research hypotheses. 9
8-1 Users of thesis results. 10
9-1 aspect of newness and innovation of the plan. 10
10-1 Research method. 10
11-1 Methods and tools for collecting information. 11
12-1 Statistical population and number of samples. 11
13-1 sampling method. 11
14-1 Information analysis method. 11
15-1 research limitations. 12
Chapter Two: Literature and research background
1-2 Definition of honor. 14
2-2 Objectives of honoring. 14
3-2 Definition of client (customer). 15
4-2 types of customer categories. 15
5-2 Definition of customer satisfaction. 15
6-2 Benefits of customer satisfaction. 16
7-2 Definition of customer orientation. 17
8-2 Division of human dignity and customer orientation. 17
9-2 Clear definition and documentation. 18
10-2 documentation steps. 18
11-2 Information concepts. 22
12-2 information bases. 23
13-2 Classification of notification methods. 25
14-2 The most important information methods. 29
2-15 Definition of reengineering and re-engineering. 30
16-2 open engineering assumptions. 30
17-2 Open principles of engineering. 31
2-18 Steps to modify and improve systems and work methods. 32
19-2 Definition of ethical charter. 40
20-2 Objectives of the Code of Ethics. 40
21-2 Compilation of the ethical charter of the organization in relation to the people. 41
22-2 Problems of implementing the code of ethics. 42
23-2 Definition of survey form. 43
2-24 An overview of the research done on honoring the client (customer orientation) 44
Theoretical studies. 44
Experimental studies. 45
2-1 Researches conducted outside of Iran. 45
2-2 Researches done in Iran. 50
Chapter Three: Research Method
1-3 Introduction. 57
2-3 research methods and tools. 57
3-3 Population and statistical sample and sample size. 58
4-3 sampling method. 60
3-5 practical and theoretical definition of variables. 60
6-3 validity and reliability of the questionnaire. 65
7-3 data collection methods. 68
8-3 data analysis method. 69
9-3 History of the Ministry of Labor and Social Affairs. 69
10-3 Duties of the Ministry of Labor and Social Affairs. 70
11-3 Description of the deputy positions in the Ministry of Social Affairs. 75
12-3 The duties of the deputy in the Ministry of Social Affairs. 76
13-3 Duties of the Office of Performance Evaluation and Responding to Complaints regarding
Responding to complaints and client guidance. 94
3-14 Preparations and measures taken in the field of honoring the Department of Labor and Social Affairs 98
Chapter Four: Research Findings
1-4 Description of the personal and professional characteristics of the clients. 105
2-4 Description of personal, occupational and organizational characteristics of employees. 108
3-4 frequency distribution of respondents (clients) according to hypotheses. 112
4-4 The relationship between the amount of respect for clients and hypotheses (customer questionnaire). 116
5-4 Measuring the relationship between customer respect and dependent variables through
T test (customer questionnaire). 122
6-4 Pearson's correlation coefficient value between client honoring plan and
hypotheses (client questionnaire). 123
4-7 Frequency distribution of respondents (employees) according to hypotheses. 124
8-4 The relationship between respect for clients and hypotheses (employee questionnaire). 130
Measuring the relationship between customer respect and dependent variables through T-test
(employee questionnaire). 137
10-4 Pearson correlation coefficient value between customer respect plan and hypotheses
(employee questionnaire). 139
Chapter Five: Summary and Conclusion
5-1 Introduction. 142
2-5 Conclusion. 142
3-5 suggestions related to the research topic. 148
4-5 suggestions for future research. 149
5-5 research summary. 150
List of sources. 154
Appendices
Appendix 1- Research data
Appendix 2- Questionnaire
Abstract154
Appendices
Appendix 1- Research data
Appendix 2-Questionnaire
English abstract
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