Investigation the quality of services at the Social Security General Office subsidiary branch in the West of Great Tehran

Abstract

The present study was conducted to investigate the quality of service of social security great organization to the clients, that the rate of clients' satisfaction to this organization will be evaluated by using the Garvin eight dimensions model. Statistical population of this study was to include all clients to the social security general office branches in the west of Great Tehran. Methodology: Due to the geographical distribution of statistical population and the importance of sample representativeness, and to achieve a homogeneous statistical sample, the sampling method in this research is non-probability quota sampling method and sample size should be estimated based on a Morgan table formula equal to 278 people. Data collection tool in this research was a questionnaire that the validity was confirmed using face validity and content methods, and its reliability was confirmed according to Cronbach's alpha coefficient. Results: Results have indicated that the clients' satisfaction to the social security organization branches of the beauty of providing services space, speed in providing services, simplicity and ease of providing services, providing services flexibility and rule of law was undesirable, and in contrast, in dimensions of authenticity in providing services, information and employee behavior that their satisfaction is at desirable level. Conclusion: In this study, the findings indicate that the clients' satisfaction to the Social Security Organization branches from five dimensions of providing services space beauty, speed in providing services, simplicity and ease of providing services, flexibility of providing services and rule of law were undesirable, and in turn, in the dimensions of authenticity in the providing services, informing, and employee behavior are desirable their satisfaction.