@2024 Afarand., IRAN

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

Aims Taking care of the martyrs’ tombs might show our appreciation and rememberance of martyrs’ works. One of the methods for the assessment of the service satisfaction is the investigation of the satisfaction of the customer. The aim of the study was to investigate the satisfaction level of the martyrs’ families from the organization of martyrs’ tombs in Gilan Province.
Instrument & Methods In the survey descriptive study, 772 family members of the martys’ families from all 16 townships and the villages of Gilan Province were studied in 2012. The subjects were selected via random cluster sampling method. Data was collected by a researcher-made questionnaire based on the parasuraman model assessing five dimensions including the tangibles, reliability, responsiveness, assurance, and empathy. Data was analyzed by SPSS 18 software using Friedman test to compare the satisfaction data before and after the reorganization.
Findings Minimum satisfaction level with the care methods of the martyrs’ tombs was in the assurance dimension (47.6±18.7%), also showing maximum gap (13.8%) to the desired situation. Maximum satisfaction level was in the tangibles (97.7±16.1%), also showing the least gap (8.5%) to the desired situation. A comparison between the scores of the tangibles before and after the reorganizing showed an emprovement in the tombs’ statuses.
Conclusion Despite the fact that the martyrs’ families of Gilan Province are satisfied with the martyrs’ tombs after the reorganization, their satisfaction level is far from the desired situation level.