JOURNAL OF THE FACULTY OF HUMANITIES AND SOCIAL SCIENCES
Year:2009 | Volume:8 | Issue:4 (31)|Papers Count:6

The main purpose of this research is to study the effects of ICDL courses on improvement of employees' performance in management and planning studies institute. This current research has been used the descriptive method of assessment according to hypothesis and objective of research. Statistical population of this research was working personnel (employee, expert, directors) in management and planning studies institute. Based on Morgan's table the volume of sample of personnel was 169 persons from the size of population. We have used stratified random sampling for the election of the sample in question. All directors who directly watch over the personnel have been asked of their views on their subgroup personnel's improvement function in relation to effectiveness of courses mentioned above and finally directors' views were compared with personnel's views. Regarding to analysis of data and the result of research hypothesis test, the courses of ICDL brings about increasing new skills, accuracy and effectiveness, rate and amount of performance and people's interests in executing work and increasing their career success and there is no meaningful difference between directors' views with personnel in relation to the influence of the courses mentioned above on improvement of personnel's performance.

This paper reports a research on customer's satisfaction of Automatic Teller Machines (ATM) service qualities and dimensions of the qualification of ATMs services of different Banks. After literature review and interview with people, a questionnaire with open and close questions for evaluating the dimensions of (ATM) service qualities and the level of customer's satisfaction was designed and required data was collected in Tehran. It was found that the main quality dimensions from the customer's view were as follow: transaction error, personnel response, developing services, machine accuracy and ease of use. Also, the results of the analysis showed that the level of customer satisfaction is moderate. In spite of moderate satisfaction of customers, they prefer ATMs to the bank personnel. By regression analysis we find that if ATMs work properly, it plays a significant role is customer's satisfaction.

The purpose of this research is to study the relationship between the changing process of knowledge management and the performance of university of Isfahan faculty of members in 85-86 academic years. The research questions considering in dimensions of changing process of knowledge management (socialization, combination, externalization and internalization) and considering the demographic variables (age, gender, academic field, scientific degree and employment status) has been examined The research method that used is descriptive correlation type. The statistical population consisted of 466 university of Isfahan faculty members in 85-86 academic year that through random simple sampling method 85 persons were chosen as the sample. The data gathering tools were the changing process of knowledge management questionnaire with 26 items and the performance questionnaire with 28 items that by using Cronbach alpha coefficient, reliability coefficients were obtained equal to 0.87 for the changing process of knowledge management questionnaire and 0.92 for the performance questionnaire. The data was analysis through descriptive statistics (frequency, percentage, mean and standard deviation) and inferential statistics (correlation coefficient, independent t test). The search findings showed that there is a positive and significant relationship between the changing process of knowledge management and the level of performance. There was neither seen significant difference between the changing process of knowledge management of faculty members considering the variables of age, gender and academic field nor significant difference between the performance of faculty members considering age academic field and employment status.

The management researches emphasize the importance of role contingency factors in organizational enhance performance in public and private sectors enterprises. However, there have been done very few empirical and theoretical studies in the field of affective factors on the organizational performance in the public sector in Iran. This paper is trying to fill this gap using both theoretical and empirical approaches.A literature review and interviews were used to identify twenty one key contingency factors that have influenced the organizational performance. A quantitative research method based on factor analysis and path analysis was design to investigate how these factors influence the organizational performance and the relationship between the contingency factors and the organizational performance were established in a structural model based on four theoretical propositions. In this model, organizational development is determined as the first main factor that has influence on organizational performance in public sector of Iran. Public value, organizational learning and quality management arc determined as the other affective factors. Public value appears to be a necessary condition for enhancing organizational performance in the public sector in Iran. Organizational learning seems to lead to the development of performance. The quality management seems to be an affective factor in relation to organizational performance. The theoretical propositions provide useful knowledge of defining a methodology and managerial tool to enhance organizational performance in the public sector.

Performance evaluation is considered the basic necessities in facing with continuous improvement activities. Having the crucial responsibility of upbringing the required human forces of societies and universities as public organizations are not exception. Using data envelopment analysis (DEA) methodology this paper seeks to evaluate the performance of management department in four aspects of the quality of education, quantity of education, research activities and services. Efficiency value of decision units on the basis of nine designed scenarios has been measured through two input indices (the number of entered students in three levels of BA, MA and Ph.D and full time scientific group) and four output indices (the quality of education, the quantity of education, research activities and services). Main reasons and efficiency and inefficiency of each decision units and effectiveness degree of these factors are analyzed by designing these scenarios. By referring to this analysis, the improvement of these challenges of each decision units is determined.

The main purpose of this research is to compare the service quality of public & private banking systems from customers' point of views. By referring to the literature & using the model of service quality banking; the related dimensions & variables are identified. A standard questionnaire based on 39 variables is distributed among customers who use the services of both banks simultaneously in Tehran. Findings reveal that there is no difference between public & private banking in regard to service prices, but there is a difference in other quality service dimensions such as effectiveness, assurance, accessibility, physical, portfolio & reliability.