Designing a model of mutual expectations in the relationship between the person and the organization in governmental organizations and service providers in Isfahan based on the phenomenological approach using the Dematel method

This study is conducted to design a model of mutual expectations in the relationship between the individual and the organization (Person as a client) in Isfahan's government organizations and service providers based on the phenomenological approach.

The purpose of this study is practical, and information collection is qualitative. The trio approach of Rao and Perry [1] is used for the reliability of the results and the validity of the research; the validity approaches of  Denzin and Lincoln [2] structures are used. In addition, to determine the validity of the questionnaire, the content validity ratio of Lawshe is used. The modified aesthetic-Klaizi method was also used to analyze the information. Seventeen experts and 19 managers of government and service organizations and 35 clients of these organizations were the statistical populations of the study. They were selected by purposive sampling method, and data were collected through semi-structured interviews. In quantitative research, the DEMATEL technique investigated the relationship between affecting and being affected between components. The existing gap between the organization's demands and the client's supply was also created through a researcher questionnaire. One hundred managers and experts of government and service organizations and 100 of their clients were purposefully selected using the pairwise comparison test method and identifying in the quantitative section.

The findings in DEMETEL technique showed that the most impact was related to the factor of capable and knowledgeable client and the most impact was related to the factor of respect for human dignity of employees. Also the findings show that among the components of the organizational questionnaire, the most gaps are in the component of the rule of law and avoidance of illegal methods, and the minor gaps are in the component of participation in client-related organizational systems by using the questionnaire to collect the required information. In the organization questionnaire, the respondents claim that the client's supply to the organization is much less than the organization's demand from the client.

Originality/Value:

 The results of this research can be effective in the theoretical development of the relationship between governmental organizations and service providers and clients, and policy makers and managers can create intelligent structures to reduce the expectations of clients and employees of governmental organizations and provide more favorable conditions for service and receiving services.