ارائه مدل شکایت مشتری در صنعت ساختمانی کشور با رویکرد نظریه‌پردازی داده‌بنیاد

نوع مقاله : مقاله پژوهشی (کاربردی)

نویسندگان

1 دانشجوی دکتری، گروه مدیریت بازرگانی (بازاریابی)، واحد رشت، دانشگاه آزاد اسلامی، رشت، ایران.

2 دانشیار، گروه مدیریت بازرگانی، واحد رشت، دانشگاه آزاد اسلامی، رشت، ایران.

3 استادیار، گروه مدیریت بازرگانی، واحد رشت، دانشگاه آزاد اسلامی، رشت، ایران.

10.48301/kssa.2023.362025.2287

چکیده

با توجه به رشد جمعیت نیاز به ساخت‌وساز، اجتناب‌ناپذیر است. در این راستا حوزه صنعت ساختمانی کشور همواره در تأمین کمیت و کیفیت آن با معضلاتی روبه‌رو بوده است. بر همین اساس، هدف این پژوهش ارائه مدل شکایت مشتری در صنعت ساختمانی کشور با رویکرد نظریه‌پردازی داده‌بنیاد بود. مسئله اصلی پژوهش نیز عبارت است از: مدل شکایت مشتری در صنعت ساختمانی کشور چگونه مدلی است؟ روش پژوهش حاضر، کیفی و از لحاظ هدف نیز بنیادین بود. همچنین برحسب روش گردآوری داده‌ها از نوع تحقیقات میدانی محسوب می‌شود. جامعه آماری پژوهش حاضر استاد رشته‌های معماری، عمران و شهرسازی و همچنین مدیران ارشد شرکت‌های ساختمانی شهر انزلی در سال 1400 بودند. در این پژوهش از نمونه‌گیری نظری استفاده گردید و تعداد حجم نمونه با توجه به اشباع نظری 17 نفر بوده است. ابزار گردآوری داده‌ها مصاحبه نیمه‌ساختاریافته بود و از طریق روش نظریه‌پردازی داده‌بنیاد به تحلیل داده‌های کیفی اقدام شده است. برای اعتبار یافته‌ها از روش صوری و برای پایایی نیز از روش ضریب توافق کدگذاری استفاده شد که حاصل کدگذاری مجدد 91/0 حاصل شد. یافته‌ها نیز با روش کدگذاری به‌صورت دستی تحلیل شدند. یافته‌ها نشان داد شرایط علّی (شامل فقدان اخلاق کسب‌وکار و رعایت نکردن اصول پیکره‌بندی مدیریت پروژه)، پدیده‌محوری (شکایت مشتریان)، شرایط مداخله‌گر (تدوین سیاست‌ها و خط‌مشی‌های کلان دولت)، شرایط زمینه‌ای (عوامل اقتصادی و رقابتی)، راهبردها (ارزش ویژه برند) و در نهایت هزینه فرصت ازدست‌رفته و طراحی سازه مبتنی بر نیازسنجی به‌عنوان پیامدها انتخاب شدند. می‌توان نتیجه گرفت مدل شکایت مشتری در صنعت ساختمانی کشور دارای مؤلفه‌های اخلاقی، اقتصادی، سیاست‌گذاری و هزینه‌ای است که می‌تواند موردتوجه برنامه‌ریزان صنعت ساختمان کشور قرار گیرد و در راستای رضایتمندی بیشتر مشتریان به آن نگریست.

کلیدواژه‌ها

موضوعات

عنوان مقاله [English]

Presenting a Customer Complaint Model in the Country's Construction Industry with the Foundational Data Theorizing Approach

نویسندگان [English]

  • Mojtabi Sekoti Badagh 1
  • Kambyz Shahroudi 2
  • Mahmoud Monsef Shebgo 3
  • Narges Del Afrooz 3
1 PhD Student in Business Administration (Marketing), Rasht Branch, Islamic Azad University, Rasht, Iran.
2 Associate Professor, Department of Business Administration, Rasht Branch, Islamic Azad University, Rasht, Iran.
3 Assistant Professor, Department of Business Administration, Rasht Branch, Islamic Azad University, Rasht, Iran.
چکیده [English]

Due to population growth, the need for construction is inevitable. In this regard, the country's construction industry has always faced challenges in ensuring its quantity and quality. Accordingly, the purpose of this research was to provide a customer complaint model in the country's construction industry with the foundational data theorizing approach. This research was qualitative and basic in terms of purpose. The statistical population of the present study included professors of architecture, civil engineering and urban planning and senior managers of construction companies in Anzali city in 2020. In this research, theoretical sampling was used and the sample size was determined to be 17 based on theoretical saturation. The data collection tool in this research was a semi-structured interview, and qualitative data analysis was carried out through the fundamental data processing method. In addition, the formal method was used to confirm validity of the findings, and the coding agreement coefficient method was used to confirm reliability; the result of recoding was 0.91. The findings were also analyzed by the manual coding method. The findings showed the causal conditions (including the lack of business ethics and non-compliance with project management configuration principles), central phenomenon (customer complaints), intervening conditions (drafting policies and macro policies of the government), background conditions (economic and competitive factors), strategies (special value of the brand) and the cost of lost opportunity and design of the structure based on needs assessment were selected as outcomes. It can be concluded that the customer complaint model in the country's construction industry had ethical, economic, policy and cost components that can be considered by the country's construction industry planners.

کلیدواژه‌ها [English]

  • Customer complaints
  • Construction industry
  • Economic conditions
  • Foundational data theory
  • Project management

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فصلنامه علمی کارافن
دوره 20، ویژه نامه
علوم انسانی
شهریور 1402
صفحه 113-132

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  • تاریخ دریافت: 03 مهر 1401
  • تاریخ بازنگری: 20 فروردین 1402
  • تاریخ پذیرش: 16 اردیبهشت 1402

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