An Investigation into Service Performance Measurement of NonGovernmental 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-governmentalorganizations. In this study, the data obtained through implementation of a questionnaire which is generated byconsidering literature review and face-to-face interviews conducted with some NGOs with the participation of249 individuals were analyzed. These analyses were made according to the type of NGOs. Following thepresentation of the data obtained according to demographic characteristics, the relationship among fivedimensions of NGOs’ service performance was analyzed. Consequently, a significant and positive relationshipwas found between each pair of these. The hypothesis of this study was based on the difference between thedimensions of NGOs’ service performance according to the type of NGOs. The results suggested that these fivedimensions differed, which was mainly originated from foundations and unions.