چکیده:
از وظایف عمدهی شهرداریها حل مسائل زیست محیطی و تبدیل محیط شهری به محیط سالم و قابل زیست برای ساکنان آن است. در بخش اول این پژوهش با استفاده از مدل سروکوال، کیفیت خدمات فضای سبز با استفاده از 27 گزاره و در پنج بُعد بررسی شد. برای تحلیل ابعاد کیفیت خدمات از آزمون ویلکاکسون استفاده شد. با توجه به نتایج این آزمون، بین اهمیت عوامل مؤثر بر کیفیت فضای سبز از نظر شهروندان و رضایت مندی آنها از این عوامل تفاوت معنیدار وجود دارد. بررسی نتایج نشان میدهد کمترین میزان رضایت مربوط به کیوسکهای مطبوعات، بوفهها، سرویسهای بهداشتی، رختکن لباس ورزشی، امکانات نورپردازی، غرفههای ارائه محصولات فرهنگی و امنیت بوستانها است. رضایت بیشتر شهروندان از این طریق قابل تامین است. در بخش دوم تحقیق، ابتدا بوستانهای منطقه ازنظر دو جنبه ظاهر فیزیکی بوستان و عملیات نگهداری بوستان مورد ارزیابی کیفی قرار گرفتند. سپس با استفاده از روش تحلیل رابطهای خاکستری (GRA)، رتبه بندی شدند. نتایج نشان داد که بوستانهای ابوذر، جهاد و زمزم دارای بالاترین رتبه و بوستانهای میخک، آفتاب و جوانان دارای پایینترین رتبه هستند. در بخش سوم پژوهش، چگونگی بهرهبرداری شهروندان از بوستانهای منطقه شامل انگیزه، احساس، تعداد دفعات، زمان و مدت مراجعه موردمطالعه قرار گرفت. در کنار طبیعت بودن مهمترین انگیزه و فراموشی مشکلات و احساس راحتی مهمترین احساسات شهروندان شهروندان منطقه از مراجعه به بوستانها است. از طرف دیگر احساس تعلق به خود و آزادی کمترین درصد از احساسات شهروندان را به خود اختصاص داده است.
Introduction
Today, services are considered an integral part of urban life. Tehran Municipality, as the custodian of green spaces in Tehran, pays special attention to the quantitative and qualitative development of green spaces in Tehran. Therefore, trying to identify the demands and expectations of the people of Tehran as customers of this organization, from the current services in the field of urban green spaces in order to improve the quality of services is necessary. In order to evaluate the quality of services of organizations, different methods and models have been used by researchers. The SERVQUAL model is one of the most important models used. Therefore, in this article, this model has been used due to its importance in research in the field of service quality evaluation. The general hypothesis of this research is based on the fact that the expectations of the citizens of Tehranchr(chr(chr('39')39chr('39'))39chr(chr('39')39chr('39')))s 17th district from the quality of green space services are significantly different from the current situation. To test the general hypothesis, the normality of the population was first examined using the Kolmogorov-Smirnov test and the Shapiro-Wilk test. The results of the study of the normality of the statistical population show that the level of significance of most dimensions is less than 0.05, so the null hypothesis is rejected and that population is not normal. Therfore, the Wilcoxon statistical test was selected to test the research hypotheses.
Materials and methods
This study was conducted in three parts. In the first part, using the SERVQUAL model, the quality of green spaces, which is a service from the municipality to the people, was examined and analyzed from the perspective of clients in the parks of District 17. Using SERVQUAL model, the quality of green space services was evaluated using 27 statements in five dimensions. Wilcoxon test was used to analyze the dimensions of service quality. According to the results of this test, there is a significant difference between the importance of factors affecting the quality of green spaces in the eyes of citizens and their satisfaction with these factors. In the second part of the study, the parks were evaluated in terms of two aspects of the physical appearance and the maintenance of the park. In order to evaluate each park, by surveying the parks, a score between zero and seven was assigned to each statement based on the Likert scale. A higher score means higher quality of the proposition. After collecting the scores of each park, the total score of each dimension of service quality was calculated. Then, using the Grey Relational Analysis method, the parks were ranked. In the third part, how the citizens use the parks of the region, including motivation, feeling, number of times, time and duration of the visit were studied. In this study, we tried to use most tangible quality statements to evaluate the quality of services and ranking of parks in District 17. However, in order to identify other citizenschr(chr(chr('39')39chr('39'))39chr(chr('39')39chr('39'))) expectations from the facilities and services of urban parks, another questionnaire was designed and completed using the interview method.
Results and discussion
The results of the first part of the research show that the lowest level of satisfaction is related to press kiosks, buffets, toilets, sportswear locker rooms, lighting facilities, cultural product booths and park security. The results of the second part showed that Abuzar, Jihad and Zamzam parks have the highest rank and carnation, sun and youth parks have the lowest rank. In the third part of the study, the study of citizenschr(chr(chr('39')39chr('39'))39chr(chr('39')39chr('39'))) motivation to visit the parks of the region showed that being with children and being next to nature is the most important motivation of citizens in the region to visit the parks. These two factors reflect two important facts about District 17. Due to the large population of the region, one of the most important gathering places for families and children and adolescents is the parks of the region. Also other expectations of citizens can be categorized as follows: increasing the facilities of parks, increasing childrenchr(chr(chr('39')39chr('39'))39chr(chr('39')39chr('39')))s play equipments, cleanliness, tidiness, security, creating changing rooms for sports fields, adapting sports facilities for the elderly, expanding the area of parks, creating special skating and cycling routes, installing electric play equipment, collecting annoying and addicted people, creating safe and comfortable places for women and children, creating a parking lot and increasing the safety of childrenchr(chr(chr('39')39chr('39'))39chr(chr('39')39chr('39')))s playground equipment, creating cultural facilities in parks.
Conclusion
The results of this study generally show that the quality of services in the parks of District 17 is not in a good condition. The results of the qualitative evaluation help the district managers to plan and take action to correct the propositions that have caused the most gaps in the SERVQUAL model by studying them. More citizen satisfaction can be achieved in this way. Using the ranking, the municipality of District 17 can effectively prioritize the allocation of funds to improve the quality of green space in the parks of the district. The results of this study can provide managers with a good understanding of the situation of citizenschr(chr(chr('39')39chr('39'))39chr(chr('39')39chr('39'))) use of park services in the region and help them to plan to increase the quality of use of park services.
خلاصه ماشینی:
فرضیه های فرعی تحقیق عبارت است از این که در هر یک از ابعاد مدل سروکوال یعنی محسوسات ، قابل اطمینان بودن ، پاسخ دهی ، تضمین و همدلی ، بین انتظارات شهروندان از فضای سبز منطقه ١٧ و ادراکات آن ها تفاوت معنی دار وجود دارد.
در بخش اول این مطالعه با استفاده از مدل سروکوال ، کیفیت فضای سبز شهر که یک خدمت از جانب شهرداری به مردم محسوب می شود از منظر مراجعین به بوستان های منطقه ١٧ بررسی و تحلیل شده است .
در مطالعه مشابهی که برای سنجش شکاف کیفیت خدمات فضای سبز انجام شد، نتایج نشان داد که محسوسات ، قابلیت اطمینان ، پاسخ دهی ، همدلی و تضمین به ترتیب از اهمیت بیش تری برای مردم برخوردار است و در تمامی ابعاد فوق بین کیفیت خدمات ارائه شده با وضعیت مورد انتظار تفاوت معنی داری وجود دارد (١٥٢ :٢٠٠٩ ,Pedramnia &Nazemi ).
جدول ٣- نتایج آزمون آماری ویلکاکسون برای سنجش تفاوت معنی دار بین فرضیه های این تحقیق Table 3- Results of Wilcoxon statistical test to measure the significant difference between the hypotheses of this research فرضیه آماره آزمون (Z) سطح معنیداری کلی -2/959 0/003 یک -2/782 0/005 دو -2/942 0/003 سه -2/521 0/012 چهار -2/958 0/003 پنج -2/734 0/006 دیدگاه شهروندان منطقه ١٧ شهرداری تهران از منظر میزان اهمیت و رضایت عوامل مؤثر بر کیفیت خدمات ارائه شده در پارکها و فضای سبز، در جدول (٤) گزارش شده است .
نمودار مربوط به میانه رضایت و اهمیت پاسخ شهروندان برای هر یک از گزاره ها یا عوامل مورد مطالعه در هر یک از ابعاد کیفیت خدمات فضای سبز در شکل (٦) نشان داده شده است .