Developing a suitable model for customer respect

One of the main goals of any organization is to satisfy customers and clients by providing good quality services. The purpose of this research was to provide a model of customer respect in the judiciary of Isfahan, which used a mixed research method. The first study was qualitative research and the second was a quantitative one.

The qualitative method was grounded theory (GT) and the quantitative method is a survey one. The statistical population of this research consists of knowledgeable experts in the field of criminal justice, judges, lawyers and employees. In this research, 33 in-depth and semi-structured interviews were conducted, and with this number of interviews, the research reached information saturation, and also theoretical sampling and snowball technique were used. In order to evaluate the reliability, the conducted interviews were returned to them which were approved. Also, assessing construct validity, was done with using AMOS software. The results of this analysis showed that the obtained factor loadings are all higher than 0.6, which indicates the construct validity of the mentioned questionnaire.

Causal conditions including good treatment, organizational structure and characteristics of employees, contextual factors including environmental and cultural conditions, intervening conditions including speed in the process and customer respect, strategies including strengthening infrastructure facilities, employees evaluation system, empowerment, correct application of the law, optimal management of referrals. , education and cultivation and it’s consequences including social peace, social trust, and advancement of affairs.

According to the research results, it can be stated that paying attention to all of factors affecting customer respect, including technical infrastructure, characteristics of employees and managers, environmental laws and regulations, cultivation, motivation, empowerment, and social trust is the way to develop customer respect in  the Justice Department.