چکیده:
اﻣﺮوزه ﺑﺴﯿﺎری از ﻣﺸﺘﺮﯾﺎن و ﺷﺮﮐﺖﻫﺎ ﺑﺮای درﯾﺎﻓﺖ و اراﺋﻪ ﺧﺪﻣﺎت و ﻣﺤﺼﻮﻻت ﺑﻬﺘﺮ در رﻗﺎﺑﺖ ﻫﺴﺘﻨﺪ. داﺷﺘﻦ ﮐﯿﻔﯿﺖ ﺑﺎﻻی ارائه خدمات ﻣﯽﺗﻮاﻧﺪ اﯾﻦ اﻣﮑﺎن را اﯾﺠﺎد ﻧﻤﺎﯾﺪ ﺗﺎ ﮐﻪ ﺷﺮﮐﺖها ﺑﺘﻮاﻧنﺪ ﺗﻮاﻧﺎﯾﯽ ﺧﻮد را ﻧﺸﺎن دﻫﺪ و ﺑﺎ اراﺋﻪ ﮐﯿﻔﯿﺖ ﺑﺎﻻ ﺗﺠﺮﺑﻪ ﺧﻮﺑﯽ را ﺑﺮای ﻣﺸﺘﺮﯾﺎن اﯾﺠﺎد ﻧﻤﺎﯾﺪ. ﺗﺠﺮﺑﻪ ﺧﺪﻣﺎت ﺳﺒﺐ ﺑﻬﺒﻮد رواﺑﻂ ﻣﯽﮔﺮدد زﻣﺎﻧﯽ ﮐﻪ ﻣﺸﺘﺮﯾﺎن ﺗﺠﺮﺑﻪ ﺧﻮﺑﯽ از ﺷﺮﮐﺖ داﺷﺘﻪ ﺑﺎﺷﻨﺪ ﺑﯿﺸﺘﺮ ﺗﻤﺎﯾﻞ ﺑﻪ اﯾﺠﺎد ارﺗﺒﺎط ﺑﺎ آنﻫﺎ ﻫﺴﺘﻨﺪدر اﯾﻦ ﺗﺤﻘﯿﻖ ﺑﻪ ﺑﺮرﺳﯽ ﺗﺎﺛﯿﺮ ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت و ﺗﺠﺮﺑﻪ ﺧﺪﻣﺎت ﺑﺮ رﺿﺎﯾﺖ ﻣﺸﺘﺮی در ﺧﺪﻣﺎت ﺑﯿﻦ ﺷﺮﮐﺘﯽ در ﺷﺮﮐﺖ اﯾﺮاﻧﺪار ﭘﺮداﺧﺘﻪ ﺷﺪ. ﺗﺤﻘﯿﻖ از ﻧﻈﺮ ﻫﺪف ﮐﺎرﺑﺮدی و از ﻧﻈﺮ ﻧﻮع ﺗﻮﺻﯿﻔﯽ ﭘﯿﻤﺎﯾﺸﯽ، از ﻧﻈﺮ ﻣﺎﻫﯿﺖ داده ﻫﺎ ﮐﻤﯽ و از ﺣﯿﺚ رواﺑﻂ ﺑﯿﻦ داده ﻫﺎ ﻫﻤﺒﺴﺘﮕﯽ ﺑﻮد. ﺟﺎﻣﻌﻪ آﻣﺎری ﻣﻄﺎﻟﻌﻪ ﺣﺎﺿﺮ ﻣﺠﻤﻮﻋﻪ ذی ﻧﻔﻌﺎن درون و ﺑﺮون ﺳﺎزﻣﺎﻧﯽ ﺷﺮﮐﺖ اﯾﺮاﻧﺪار ﺑﻮدﻧﺪ. ﺣﺠﻢ ﻧﻤﻮﻧﻪ ﺑﺎ ﺗﻮﺟﻪ ﺑﻪ ﺗﮑﻨﯿﮏ ﻣﻌﺎدﻻت ﺳﺎﺧﺘﺎری ﺑﯿﻦ 5 و 15 ﺑﺮاﺑﺮ ﺗﻌﺪاد ﺳﻨﺠﻪﻫﺎ ﯾﻌﻨﯽ 322 ﻧﻔﺮ ﻣﺸﺨﺺ ﺷﺪ. روش ﻧﻤﻮﻧﻪﮔﯿﺮی در اﯾﻦ ﭘﮋوﻫﺶ، ﻧﻤﻮﻧﻪﮔﯿﺮی ﺗﺼﺎدﻓﯽ در دﺳﺘﺮس ﺑﻮد. اﺑﺰار ﺟﻤﻊآوری دادهﻫﺎ، ﭘﺮﺳﺸﻨﺎﻣﻪ ﺑﻮد ﮐﻪ رواﯾﯽ و ﭘﺎﯾﺎﯾﯽ آن ﺗﺎﯾﯿﺪ ﺷﺪ. ﺟﻬﺖ ﺑﺮرﺳﯽ ﻓﺮﺿﯿﺎت ﺗﺤﻘﯿﻖ از ﺗﮑﻨﯿﮏ ﻣﻌﺎدﻻت ﺳﺎﺧﺘﺎری در ﻧﺮم اﻓﺰار ﻟﯿﺰرل اﺳﺘﻔﺎده ﺷﺪ. ﻧﺘﺎﯾﺞ ﺗﺤﻠﯿﻞ داده ﻫﺎ ﻧﺸﺎن دادﻧﺪ ﺗﺠﺮﺑﻪ و ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت ﺑﺮ رﺿﺎﯾﺖ ﻣﻮﺛﺮ اﺳﺖ. واژﮔﺎن ﮐﻠﯿﺪی: ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت، ﺗﺠﺮﺑﻪ ﺧﺪﻣﺎت، رﺿﺎﯾﺖ، وﻓﺎداری و ﺗﺒﻠﯿﻐﺎت
Today, many customers and companies are competing to receive and provide better services and products. Having a high quality of service can make it possible for companies to show their ability and create a good experience for the customer by providing high quality. A good service experience improves relationships. When customers have a good experience of the company's services, they are more willing to establish and continue to communicate with them In this study, the effect of service quality and service experience on customer satisfaction in inter-company services in IRANDAR Company was investigated. The research was applied in terms of purpose and descriptive in terms of type, quantitative in terms of data nature and correlational in terms of data relationships. The statistical population in the present study was a set of internal and external stakeholders of IRANDAR Company.The sample size was determined according to the structural equation technique between 5 and 15 times the number of measures, equal to 322 people. The sampling method in this study was randomly available .The data collection tool was a questionnaire whose validity and reliability were confirmed. To test the research hypotheses, the structural equation technique in LISREL software was used. The results showed that experience and quality of services affect satisfaction