Rao, S., & Perry, C. (2003). Convergent interviewing to build a theory in under-researched areas: principles and an example investigation of Internet usage in inter-firm relationships. Qualitative market research: an international journal, 6(4), 236–247.
 Denzin, N. K., & Lincoln, Y. S. (2005). The SAGE handbook of qualitative research. Sage Publications.
 RezaeiSufi, M., Zaviyar, F., & Bakhtiari, R. A. (2013). Examining and explaining the measurement of client satisfaction with the model (CSM) (Case: General Department of Physical Education of Isfahan Province, 1384-1390). Quarterly journal of modern marketing research, 3(1), 161–182. https://journals.ui.ac.ir/article_17646.html
 Marsely, M. (2020). Does audit quality affect client satisfaction of non profit organization in indonesia? [presentation]. 1st annual management, business and economic conference (ambec 2019) (pp. 118–122). https://www.atlantis-press.com/proceedings/ambec-19/125938794
 Woźniak, M. (2021). Sustainable approach in it project management—methodology choice vs. Client satisfaction. Sustainability, 13(3), 1466.
 Rahimi, M., Keshtidar, M., & Khoshbakhti, J. (2012). Measuring the level of cultural intelligence of managers of selected federations in the country and investigating its relationship with transformational leadership style. Sports management studies, 4(14), 191–208. (In Persian). https://profdoc.um.ac.ir/paper-abstract-1088493.html
 Barani, S., Abolhasani, F., & Najafbeygi, R. (2017). Obstacles to the transformation of the Iranian administrative system: A study in organizational culture. Public management research, 10(36), 5-30.
 FarrokhSarasht, B., Faiz, M., & Nowrozasharafi, R. (2016). Analysis of administrative failures in government organizations. Comprehensive conference of management and accounting sciences (pp. 1–12). Comprehensive conference of management and accounting sciences. (In Persian). https://civilica.com/doc/605990/
 Bagheri, R. (2015). Investigating effective factors on improving the utilization of gorgan municipality services (Mater Thesis, Allameh Tabatabaei University of Tehran). (In Persian). https://www.virascience.com/thesis/514434/
 Siami-Namini, S. (2020). The new public management: administrative reform in Iran. SSRN electronic journal, 1–9. (In Persian). DOI:10.2139/ssrn.3534437
 Asgari, M. H., & Fazli Visri, M. (2023). The effect of sensory on customer loyalty in the Iranian clothing brand industry: with an emphasis on sensory market mix. Journal of interdisciplinary studies in marketing management, 1(3), 43–59. (In Persian). https://jism.aliabad.iau.ir/article_700503_8d8d0ff148abf148bdd9ca51ccd8a97d.pdf
 Mittal, V., Han, K., Lee, J. Y., & Sridhar, S. (2021). Improving business-to-business customer satisfaction programs: Assessment of asymmetry, heterogeneity, and financial impact. Journal of marketing research, 58(4), 615–643. https://journals.sagepub.com/doi/full/10.1177/00222437211013781
 Top, C., & Ali, B. J. (2021). Customer satisfaction in online meeting platforms: Impact of efficiency, fulfillment, system availability, and privacy. Amazonia investiga, 10(38), 70–81.
 Islam, T., Islam, R., Pitafi, A. H., Xiaobei, L., Rehmani, M., Irfan, M., & Mubarak, M. S. (2021). The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust. Sustainable production and consumption, 25, 123–135.
 Alhammadi, M. H. (2021). The impact of Hrm practices on job satisfaction in government agencies. Turkish journal of computer and mathematics education (turcomat), 12(10), 6220–6226.
 Hughes, A. (2021). Modern public administration. Morvarid Publication.
 Givarian, H., & Samani, A. (1998). Measuring customer satisfaction in Iran post company. Business management quarterly, 30(1), 217-257. (In Persian). DOI:10.21608/fjhj.1998.133641
 Aslhashmi, A., & Moulai, A. (2012). Culture of respect: with emphasis on respecting clients, employees and retirees. Akhtar Publication. (In Persian).
 Niazaziri, K., Berimani, A., & Dadashi, T. (2013). Assessing the level of subscribers’ satisfaction with the quality of service delivery based on the criteria of the customer honoring plan in the Water and Sewerage Company. Scientific quarterly journal of teaching and learning researches of bojnord branch of azad university, 8(36), 61–76. (In Persian). https://edu.bojnourd.iau.ir/article_526944.html
 Wang, F., Lai, X., & Shi, N. (2011). A multi-objective optimization for green supply chain network design. Decision support systems, 51(2), 262–269. https://doi.org/10.1016/j.dss.2010.11.020
 Arwati, D., & others. (2021). E government and public satisfaction of bandung city government accountability. Turkish journal of computer and mathematics education (turcomat), 12(8), 501–504. https://www.turcomat.org/index.php/turkbilmat/article/view/2827
 Mensah, I. K., & Luo, C. (2021). Exploring factors determining Chinese college students’ satisfaction with E-government services: the technology acceptance model (TAM) approach. Information resources management journal (IRMJ), 34(3), 1–20. https://www.igi-global.com/article/exploring-factors-determining-chinese-college-students-satisfaction-with-e-government-services/280067
 Selajgah, S., & SistaniKhnaman, F. (2010). A study of the relationship between work ethics and service quality in government organizations in kerman. Organizations, conferences on management and leadership challenges in iranian (pp. 1–11). Organizations, Conferences on management and leadership challenges in Iranian. (In Persian). https://civilica.com/doc/91386/
 Mousavi Doost, M. (2019). Causes and consequences of corruption. Quarterly journal of new research approaches in management and accounting, 3(34–43). (In Persian). https://majournal.ir/index.php/ma/article/view/309
 Alwani, S. M. (2002). Theory of agency and service whether managers dedicate themselves to the organization or the organization is dedicated to them. Development management process, 16(1), 6–11. (In Persian). http://jmdp.ir/browse.php?a_code=A-10-1-22&slc_lang=fa&sid=1&sw=
 Raufian, F., MirHosseini, S. M. A., & Turkfar, A. (2021). The communication model of the development of customer respect in the ministry of sports and youth, contemporary researches in sports management. Contemporary research in sports management, 13(67), 225–258. (In Persian). https://journals.ssrc.ac.ir/article_2112.html?lang=en
 Danaifard, H., Hassanzadeh, A. R., & Haji Hashemi, Z. (2014). Examining the national responsibility of government organizations; design and validation of a research scale. Culture strategy, 25(7), 41–70. (In Persian). https://www.noormags.ir/view/en/articlepage/57223/62
 Lindenmeier, J., Seemann, A. K., Potluka, O., & von Schnurbein, G. (2021). Co-production as a driver of client satisfaction with public service organizations: an analysis of German day-care centres. Public management review, 23(2), 210–232. https://doi.org/10.1080/14719037.2019.1674366
 Yu, S., Bao, J., Ding, W., Chen, X., Tang, X., Hao, J., …& Singh, P. (2021). Investigating the relationship between public satisfaction and public environmental participation during government treatment of urban malodorous Black River in China. Sustainability, 13(6), 3584. https://www.mdpi.com/2071-1050/13/6/3584
 Muksin, A., & Avianto, B. N. (2021). Governance innovation: one-stop integrated service to enhance quality service and public satisfaction. Theoretical & empirical researches in urban management, 16(1), 40–60.
 Ravanpeykar, Y., Zamani Moghadam, A., Sajadi Jaghargh, S. A., Hashemi, S. A., & Amini Sabegh, Z. A. (2022). Pathology of human resource management system based on international and global competencies in the national Iranian South Oil Company. Journal of applied research on industrial engineering, 9(2), 212–229. DOI:10.22105/jarie.2021.290123.1341
 Heravi, A., Zamani Moghadam, A., Hashemi, S. A., Vakil Alroaia, Y., & Sajadi Jagharg, A. (2021). Evaluation of the influential factors in human resource development in state-owned enterprises using a mixed method. Journal of applied research on industrial engineering.
 Bujang, R., Kasuma, J., Isnin, N., Neging, P., Hassan, A. N., Darma, D. C., & Kuleh, Y. (2020). Relationship between client satisfaction, service quality and client perception towards the effectiveness of client consultation services. International journal of psychosocial rehabilitation, 24(03), 5648–5656.
 Ray, S., Haque, M., Ahmed, T., & Nahin, T. T. (2023). Comparison of artificial neural network (ANN) and response surface methodology (RSM) in predicting the compressive and splitting tensile strength of concrete prepared with glass waste and tin (Sn) can fiber. Journal of king saud university - engineering sciences, 35(3), 185–199. https://doi.org/10.1016/j.jksues.2021.03.006
 Amin-Tahmasbi, H., & Shariatmadari, S. S. (2018). Prioritization of different solvency monitoring systems of Iran insurance company using combined approach of analytic network process and DEMATEL. Journal of applied research on industrial engineering, 5(1), 81–96.
 Shariatmadari Serkani, E. (2015). Using DEMATEL – ANP hybrid algorithm approach to select the most effective dimensions of CRM on innovation capabilities. Journal of applied research on industrial engineering, 2(2), 120–138. https://www.journal-aprie.com/article_42688.html
 Ott, M., & van Dijk, H. (2005). Effects of HRM on client satisfaction in nursing and care for the elderly. Employee relations, 27(4), 413–424. DOI:10.1108/01425450510605723
 Amba-Rao, S. C., & Gupta, J. N. D. (1994). Client satisfaction in service organizations: the case of an accounting firm. American journal of business, 9(2), 47–54. https://www.emerald.com/insight/content/doi/10.1108/19355181199400013/full/html
 Maxwell, J. A. (2007). Qualitative research design: an interactive approach. Thousand Oaks, CA: Sage. SAGE Publications Inc.
 Sadeghi, M., Pradeyan, A., & Ebrahimzadeh, R. (2019). The experiences of the employees of the General department of culture and Islamic guidance of Isfahan province on impression management and the reasons for its creation based on the phenomenological approach. Cultural management, 13(1), 45–63. (In Persian). https://jcm.srbiau.ac.ir/article_14839.html
 Abbaszadeh, M., & Abbaszadeh, M. (2012). Validity and reliability in qualitative researches. Journal of applied sociology, 23(1), 19–34. (In Persian). https://jas.ui.ac.ir/article_18250.html
 Sarmad, Z., Hejazi, A., & Bazargan, A. (2023). Research methods in behavioral sciences. AGE.
 Hajizadeh, I., Asghari, M. (2011). Statistical methods and analyzes with a view to research methods in biological and health sciences (with SPSS guide). Academic jihad publishing organization. (In Persian). https://www.gisoom.com/book/1744928
 Gabus, A., & Fontela, E. (1972). World problems, an invitation to further thought within the framework of DEMATEL. Battelle geneva research center, geneva, switzerland, 1(8), 12–14.
 Tuncali Yaman, T., & Akkartal, G. R. (2022). How warehouse location decisions changed in medical sector after pandemic? a fuzzy comparative study. Journal of fuzzy extension and applications, 3(1), 81–95.
 Davoudi, S. M. R., & Khatami, M. I. (2021). Assessing the needs of companies located in industrial estates with the combined method of increasing performance and fuzzy dimtel (case study: Isfahan Razi Industrial Estate Services Company). Innovation management and operational strategies, 2(2), 195–215. (In Persian). https://ensani.ir/fa/article/467383/
 Eshragh, S., Delafrooz, N., Shahroodi, K., & Rahmati, Y. (2022). Analysis of factors affecting brand performance in petrochemical industry using dimethyl method. Journal of decisions and operations research, 6(4), 592–604. (In Persian). https://www.journal-dmor.ir/article_117787.html?lang=en
 Alikhan Gorgani, E., Aghajani, H., Gorjiposhti, M., & Agha Ahmadi, G. A. (2022). Explaining the interactive relationships of the dimensions of cultural intelligence of managers in the municipalities of northern provinces using Fuzzy delphi and DEMATEL techniques. Journal of decisions and operations research, 7(1–14), 1–15. (In Persian). https://www.journal-dmor.ir/article_132583.html?lang=en
 Mehregan, M., Dorry nogorani, B., Jafari, S., & khani jazani, J. (2021). Network design of factors affecting ethical decision making. Journal of decisions and operations research, 5(4), 462–485. (In Persian). DOI:10.22105/dmor.2020.248919.1221
 Akbarian, M., & Saidasmail, N. (2020). Prioritize strategic goals in a balanced scorecard with a combination of Demetel and ENP. Decisions & operations research, 1(4), 74–87. (In Persian). https://www.sid.ir/paper/268851/fa
 Habibi, A., Serafrazi, A., & Sediqah, I. (2014). Fuzzy multi-criteria decision making. Gil Inscription.
 Habibpoor Gatabi, karam, & Mosavi Korshidi, S. H. reaza. (2016). Relation between Social Capital and Political Participation (case study: Qom citizens) TT. Yektaweb_journals, 16(62), 359–391. http://refahj.uswr.ac.ir/article-1-2684-en.html
 Jahanbin, F., & Emami, A. (2014). Social capital, the soft link between soft power, soft security, soft threat. Soft power studies, 4(10), 49–74. (In Persian). https://www.spba.ir/article_41405.html
 Islam, R., Ahmed, S., & Razak, D. A. (2015). Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia. International journal of quality and service sciences, 7(4), 424–441. https://doi.org/10.1108/IJQSS-12-2014-0053
 Sabir, R. I., Ghafoor, O., Akhtar, N., Hafeez, I., & Rehman, A. U. (2014). Factors affecting customer satisfaction in banking sector of Pakistan. International review of management and business research, 3(2), 1014–1025. https://www.researchgate.net/profile/Iqra-Hafeez
 Gupta, A., & Dev, S. (2012). Client satisfaction in Indian banks: an empirical study. Management research review, 35(7), 617–636. https://doi.org/10.1108/01409171211238839