Shenakht Journal of Psychology & Psychiatry

Introduction: The need to have customer complaint handling systems in universities can be a step towards improving and developing the establishment of comprehensive quality management in the products and services of universities, and this will make job satisfaction among university employees better and more.
Aim: The purpose of this research was to develop a psychological model of customer complaint management on the quality management of job satisfaction evaluation.
Method: The current research is applied and in terms of the descriptive implementation method - a correlation survey, the statistical population of the present researcher was all the employees of the sports departments of Islamic Azad Universities in the northwest of the country (320 people) in 1401, 180 people were randomly selected as a sample. and participated in the present research. The measurement tool in this research is the complaint management questionnaire. Statistical software and SPSS version-23 were used to download and design the model.
Results: The findings of the research showed that comprehensive quality management directly affects the management of customer complaints, but the effect of comprehensive quality management through the mediating variable of job satisfaction was not effective on the management of customer complaints. Also, the results indicated the effect of comprehensive quality management on job satisfaction.
Conclusion: Based on the results of this attention to the factors affecting the job satisfaction of employees, such as improving the organizational climate, improving the payment system, motivational and participation-oriented leadership style, and physical conditions can also affect the way employees respond to customers. In fact, comprehensive quality management by focusing on empowering employees, improving the accountability system, speed in dealing with customers' demands, respect for the prevailing values ​​in the society and the organization, as well as having the necessary flexibility in front of customers and their demands can make the organization in Better management of customer complaints and their satisfaction is helpful.