Designing a Superior Service Delivery Model in Education to Enhance Public Satisfaction

Abstract

Purpose: The education system plays a crucial role in the growth and progress of any society and, as one of the main institutions developing intellectual capital and specialized human resources, it holds a sensitive responsibility in achieving sustainable development. Therefore, it should focus on improving the quality of its service delivery to meet people's expectations and increase their satisfaction. Accordingly, the aim of this study is to design a superior service delivery model in the field of education to enhance public satisfaction. Methodology: This research is applied in purpose, exploratory in nature due to its qualitative research approach, and descriptive-survey in terms of data collection and implementation. In the first phase, the population consisted of scientific documents and records, from which 38 studies were selected as the research sample based on inclusion criteria and purposive sampling method. In the second phase, academic and organizational experts were chosen based on the principle of theoretical saturation and purposive sampling technique, totaling 16 individuals. The data collection tool in the first phase was a systematic review of scientific documents and records through meta-synthesis, and in the second phase, semi-structured interviews with experts through thematic analysis. Validity through the CASP tool and reliability through Cohen's kappa coefficient were obtained at 0.56. The validity and reliability of the interview tool were also examined based on criteria of accuracy, credibility, dependability, transferability, and confirmability, which were ultimately confirmed. Finally, the data were analyzed using thematic analysis in MAXQDA software. Findings: The findings of this research identified 69 indicators, 13 components, and 3 dimensions for superior service delivery in the field of education to enhance public satisfaction. The dimensions of superior service delivery included: quality of educational services (with 9 components: tangibles, accountability, assurance, empathy, courtesy, dynamism, diversity, citizen-centricity, and monitoring and control), productivity of educational services (with 2 components: service efficiency and effectiveness), and intelligence of educational services (with 2 components: digitalization and the use of modern technologies). Ultimately, considering these dimensions, components, and identified indicators, the final model of the study was presented, which was found to be of suitable validity. Conclusion: Considering the results obtained from the current study, it is possible to create conditions for the realization of superior service delivery in the field of education to enhance the level of public satisfaction.