An Investigation into Service Performance Measurement of Non-Governmental Organizations

Abstract

The actions of governments may sometimes be insufficient to satisfy their citizens in social, economic, cultural, political areas etc. The gap arising from this insufficiency is filled with the support of non-governmental organizations. In this study, the data obtained through implementation of a questionnaire which is generated by considering literature review and face-to-face interviews conducted with some NGOs with the participation of 249 individuals were analyzed. These analyses were made according to the type of NGOs. Following the presentation of the data obtained according to demographic characteristics, the relationship among five dimensions of NGOs' service performance was analyzed. Consequently, a significant and positive relationship was found between each pair of these. The hypothesis of this study was based on the difference between the dimensions of NGOs' service performance according to the type of NGOs. The results suggested that these five dimensions differed, which was mainly originated from foundations and unions.