شناسایی و رتبه‌بندی پیشایندهای مؤثر بر پیاده‌سازی سیستم مدیریت اسناد الکترونیک و تأثیر آن بر رضایت ارباب‌رجوع

نویسندگان
محمد مهدی دوالی 1
سارا پوراحمدزاده 2
1 استادیار، گروه مدیریت دولتی، دانشگاه پیام نور،تهران، ایران
2 گروه مدیریت دولتی، دانشگاه پیام نور، ایران
چکیده
هدف: هدف این پژوهش شناسایی و اولویت‌بندی عوامل مؤثر بر پیاده‌سازی سیستم مدیریت اسناد الکترونیک و تأثیر آن بر رضایت ارباب‌رجوع است.

روش‌شناسی: این پژوهش از نوع توصیفی-همبستگی و با ماهیت کاربردی است و با توجه به اینکه شناسایی عوامل مؤثر بر پیاده‌سازی سیستم مدیریت اسناد الکترونیک بخشی از کار تحقیق بوده است لذا می‌توان از نوع اکتشافی هم در نظر گرفت. نمونه آماری پژوهش برای پرسشنامه اول که برای اولویت‌بندی ابعاد و مؤلفه‌ها و برای استفاده از تحلیل فرآیند سلسله مراتبی10 نفر از مدیران سازمان ثبت‌احوال استان هرمزگان انتخاب شدند. برای تجزیه‌وتحلیل این بخش از نرم‌افزار اکس پرت چویس استفاده شد. پرسشنامه دوم بر اساس روش کمی و مقیاس پنج درجه لیکرت طراحی شد و در بین 384 نفر از ارباب‌رجوع‌هایی که به ثبت‌احوال استان هرمزگان مراجعه می‌کردند توزیع گردید. برای تجزیه‌وتحلیل این بخش نیز از نرم‌افزار اسمارت پی ال اس استفاده شد. برای بررسی روایی پرسشنامه از روش روایی محتوایی و پایایی از معیار آلفای کرون باخ و پایایی ترکیبی استفاده گردید. نتایج: بر اساس یافته‌های این مطالعه 44 عامل شناسایی شدند که بر سیستم مدیریت اسناد الکترونیک مؤثر بودند که بر اساس روایی محتوا (cvr) تعداد 21 عامل مورد تائید نهایی قرار گرفت که این عوامل در چهار متغیر اصلی انتظار عملکرد، انتظار تلاش، نفوذ اجتماعی و شرایط تسهیل‌کننده طبقه‌بندی شدند. یافته‌های مربوط به رتبه‌بندی معیارهای اصلی نشان می‌دهد انتظار عملکرد با وزن 380/0 رتبه اول را کسب نمود. سپس نفوذ اجتماعی با وزن 280/0 رتبه دوم، شرایط تسهیل با وزن 220/0 رتبه سوم و انتظار تلاش با وزن 120/0 رتبه چهارم را به خود اختصاص داده‌اند و نهایتاً تأثیر 3 عامل انتظار عملکرد، نفوذ اجتماعی و شرایط تسهیل‌کننده بر رضایت ارباب‌رجوع مورد تائید قرار گرفت.

نتیجه‌گیری: با توجه به نتایج بهدست آمده از این مطالعه می‌توان نتیجه گرفت که با شناسایی عوامل مؤثر بر سیستم مدیریت اسناد الکترونیک خواهیم توانست زمینه‌سازی هر چه‌بهتر را برای پیاده‌سازی سیستم مدیریت اسناد الکترونیک در نظام اداری کشور فراهم ساخته و از این طریق گامی مؤثر در ایجاد رضایت ارباب‌رجوع برداریم.
کلیدواژه‌ها
اسناد
مدیریت اسناد
مدیریت اسناد الکترونیک
رضایت ارباب‌رجوع

عنوان مقاله English

Identifying and ranking the antecedents affecting the implementation of the electronic document management system and its effect on client satis-faction

نویسندگان English

Mohammad Mehdi Davali 1
Sara Poorahmadzadeh 2
1 payam noor university
2 payam noor university
چکیده English

Purpose: The purpose of this research is to identify and prioritize the effective factors in the

implementation of the electronic document management system and its effect on client satisfaction.

Methodology: This research is of a descriptive-correlation type and with an applied nature, and considering that the identification of factors affecting the implementation of the electronic document management system was part of the research work, it can be considered as an exploratory type. The statistical sample of the research for the first questionnaire, which was selected to prioritize the dimensions and components and to use the hierarchical process analysis, was 10 people from the directors of the Hormozgan province registry. Expert choice software was used to analyze this section. The second questionnaire was designed based on a quantitative method and a five-point Likert scale and was distributed among 384 clients who referred to the civil registry of Hormozgan province. Smart PLS software was also used to analyze this section. To check the validity of the questionnaire, the method of content validity and reliability of Cronbach's alpha criterion and composite reliability were used.

Results: Based on the findings of this study, 44 factors were identified that were effective on the electronic document management system, based on content validity (CVR), 21 factors were finally approved, and these factors were included in the four main variables of performance expectation, effort expectation, social influence, and Facilitating conditions were classified. The findings related to the ranking of the main criteria show that performance expectation with a weight of 0.380 won the first rank. Then, social influence with a weight of 0.280 has taken the second place, the conditions for facilitating work with a weight of 0.220 have taken the third place, and the expectation of effort has taken the fourth place with a weight of 0.120. And finally, the effect of 3 factors of performance expectation, social influence, and facilitating conditions on client satisfaction was confirmed.

Conclusion: According to the results obtained from this study, it can be concluded that by identifying the effective factors of the electronic document management system, we will be able to provide the best foundation for the implementation of the electronic document management system in the administrative system of the country and through this Let's take an effective step in creating client satisfaction.

کلیدواژه‌ها English

Documents
Document Management
Electronic document management
Client
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تعامل انسان و اطلاعات
دوره 10، شماره 1
بهار 1402
صفحه 90-98