@2024 Afarand., IRAN

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ISSN: 0000-0000    Iranian Journal of Isaar Studies 2017;1(1):11-16

Background
Organization of the affairs of the martyrs’ tombs can be a symbol of appreciation and remembrance of martyrs’ sacrifices [1]. Satisfaction of clients can be regarded as supplying their demands. An organization that is active to provide high-quality services for customers must constantly follow-up the satisfaction of customers [2].
Previous Studies
… [3-9]. In Iran, there is a limited background for evaluation of customer satisfaction. However, a part of factors and variables involved in the satisfaction of clients has been presented in other studies. In this regard, Sattari [10] has reported that 47.8% of disabled veterans, 70% of families of martyrs, and 72.4% of freed prisoners of Iran–Iraq war were significantly satisfied with healthcare services. In addition, the mean level of satisfaction with services of the foundation of martyrs and veterans affairs was reported to be low, high. and medium in 24%, 15.2%, and 60% of spouses of martyrs in Mazandaran province [11]. … [12-16]. In a research by Azimi [17], the standard questionnaire based on Parasuraman method, which was completed by families of martyrs, disabled veterans, and freed prisoners on 16 towns, showed that the total mean satisfaction with services provided by the foundation of martyrs and veterans affairs was 78.6% in Gilan province.
Aim(s)
The study aimed to evaluate the level of satisfaction of martyrs’ families with the organization of martyrs’ tomb in Gilan, Iran.
Research type
This was a descriptive and survey study.
Research society, place and time
This research was conducted on families of martyrs in Gilan in 2012.
Sampling method and number
In total, 722 individuals were randomly selected through cluster sampling.
Used devices&materials
Data collection tool was a researcher-made questionnaire based on Parasuraman method consisting of five dimensions, including: (1) tangible and visible items, (2) trust and confidence, (3) accountability and reactivity, (4) reliability and guarantee, and (5) empathy and understanding the needs. This 20-item questionnaire was scored based on the 5-point Likert scale, and its reliability was estimated at the Cronbach’s alpha of 0.95. In order to confirm the validity of the questionnaire, in addition to approving the content validity by professors and experts using theoretical foundations, the desired variables of the research were evaluated, followed by distributing the primary questionnaire among 40 cases. With regard to the results of factor analysis, the majority of items in the questionnaire assessed the desired variables of the research. Research was implemented through client monitoring system (CSM) process. At first, the participants were required to express their current condition and objectively state their opinion about the level of realization of their needs and expectations after receiving services, scoring them based on a 1–5 scale. Following that, the subjects were asked to mentally prioritize the mentioned items from their own perspective and in comparison with other proposed questions regardless of the level of attention to these items. Integration of these two opinions (score of the current condition or performance and importance of each item or expectation) led to the estimation of the final satisfaction of clients using CSM method. Statistical Analysis: Data analysis was performed in SPSS 18 software using Friedman test to compare the level of satisfaction of subjects before and after the implementation of the project.
Findings by Text
In this research, 12% of the participants were spouses of martyrs, whereas 15.2, 38, 30.1, and 4.8% of the subjects were children, parents, brother or sister, and other relatives of martyrs, respectively. In terms of educational level, 72% of the respondents had high school diploma or a below diploma degree. Moreover, 72.2% of the cases were within the age range of 40–70 years, and 50.9% were female. In terms of satisfaction with organization of martyrs’ tomb, the lowest mean was related to the dimension of trust and confidence (74.6±18.7), which had the highest level of distance (13.8%) from the favorable condition. On the other hand, the highest level of satisfaction was related to the dimension of tangible and visible items (79.7±16.1), which had the lowest distance (8.5%) with the favorable state (Table 1). Comparison of scores of tangible and visible items before and after the organization was indicative of improved condition of martyrs’ tomb (Table 2; p<0.005).
Main comparison to the similar studies
According to the results of the present study, the most important concept for the families of martyrs was the dimension of reliability and guarantee. In order to improve the level of satisfaction in this area, it is recommended that no promises be given to the families that might not be implemented. On the other hand, accuracy in the gap between the current condition and level of expectations showed that the highest distance (about 17%) was related to supplying facilities for reunion with martyrs and holding various events in the tomb. The mentioned item was followed by other concepts, including “completion of the renovation and organization of the tomb at the promised time,” “performing tasks related to the organization of the tomb as promised,” “assuring the solving of problems related to the organization of the tomb,” “timely and quick provision of services by the staff to organize the tomb,” “unfinished construction and incomplete organization of the tomb,” “cleaning the tomb,” “acting as planned and avoiding mistakes in organization of tombs,” with the gap of 13%–14.6%. Therefore, the mentioned items must be reassessed by the foundation of martyrs and veterans affairs. In addition, it is crucial to take modifying measures to improve the condition of the tomb and decrease the gap.
Suggestions
It is recommended that satisfaction of families with the organization of the martyrs’ tomb be evaluated again after finishing the planning of the organization plan and results be compared with the findings of the current research. In addition, it is suggested that a comprehensive research be carried out on effects and level of realization of the desired policies for performing the organization plan. In case of evaluation of satisfaction of martyrs’ families with the organization of martyrs’ tombs in the country, it is recommended that a meta-analysis be conducted on the performed plans, and a comprehensive model be extracted from the level of satisfaction on families in this regard.
Limitations
None declared by the authors.
Conclusions
Despite the satisfaction of families of martyrs in Gilan with the condition of martyrs’ tomb of this province after performing the organization plan, there was a distance between their level of satisfaction and the favorable condition of the place.
Acknowledgments
Hereby, we extend our gratitude to all managers and experts of the foundation of martyrs and veterans affairs of Gilan and subordinate offices in all towns of the province, who provided the proper condition to perform the research.
Conflict of interest
All authors declare that they have no conflict of interest.
Ethical Permissions
Opinions of the participants were applied secretly and anonymously, and their demographic characteristics were merely used collectively and for analysis of the data. In addition, professional ethics were adhered during the research.
Funding Sources
This article was financially supported by the foundation of martyrs and veterans affairs of Gilan.

TABLES and CHARTS

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