Providing a service productivity promotion model in public organizations by the structural-interpretive modeling approach

The purpose of this study is to present a model for improving service productivity in public organizations with a structural-interpretive modeling approach. The research is applied in terms of purpose, descriptive-survey in terms of inference method and qualitative and quantitative in terms of the nature of the data. Data were obtained from questionnaires and semi-structured interviews with 16 experts in the field of productivity at the university and managers of government organizations in Tehran province, using theoretical sampling. Then, in order to design a structural-interpretive model, the ISM method was used. The results show that the model of improving service productivity in public organizations has five levels. Service quality and reliability form the fifth level of the model and act as the cornerstone of the model. In addition, according to Micmac analysis, service quality and reliability were also identified as key variables that have the most impact and the least impact on other factors. According to the designed model and in order to improve service productivity, unorganized and unnecessary activities can be directed towards correct and efficient activities.