A Sociological Study on Social Trust of Social Security Organization’s Insured Population (Case Study: West Tehran Social Security Branches)

Abstract

Social trust is one of the foundations for social order in society. Trust in any organization is affected by various factors such as customer satisfaction, service quality, staff skill and taking into account the customer orientation and service receivers' satisfaction principles. This research seeks to study the sociological study of social trust of the insured population of social security organization. The theoretical framework of this research is based on the Zetomka and Parasuraman theory and the research method is a survey and the research tool is questionnaires used for 364 of the insured population in West Tehran Social Security Branches selected through multistage cluster sampling. Based on the results, there is a positive and significant relationship between social trust and customer satisfaction (r = 0.70), service quality (r = 0.64), organizational performance (r = 0.73), and staff skill (r = 0.69) variables. Also, there is a relationship between customer satisfaction and organizational performance (0.85 = value), service quality (0.74 = value), and staff skills (0.82 = value).