Strategic Approaches to Enhancing Complaint Response Systems in the Ministry of Sport and Youth: Emphasizing the Role of Information Technology and Human Capital

Dehghani, Hossein; Ashraf Gnajouei, Farideh; Hajianzaie, Zahra

doi:10.22084/smms.2026.31752.3430

Strategic Approaches to Enhancing Complaint Response Systems in the Ministry of Sport and Youth: Emphasizing the Role of Information Technology and Human Capital

Articles in Press

Document Type : Research Paper

Authors

Hossein Dehghani

Farideh Ashraf Gnajouei

Zahra Hajianzaie

Islamic Azad University, Central Tehran Branch, Faculty of Physical Education and Sport Sciences, Department of Sport Management

10.22084/smms.2026.31752.3430

Abstract

This study aims to identify and articulate effective strategies for developing the complaint response system within the Ministry of Sport and Youth, with a particular focus on the roles of information technology and human capital. The research employed a sequential exploratory mixed-methods design, utilizing grounded theory in the qualitative phase and structural equation modeling in the quantitative phase. The qualitative sample included experts, managers, and inspectors involved in complaint handling within the Ministry, while the quantitative sample comprised all ministry employees, selected through purposive and random sampling methods. Qualitative data were collected via semi-structured interviews and analyzed using MAXQDA software. Findings revealed that the development of the complaint response system centers around two main pillars: empowering human capital (including specialized training, fostering a culture of accountability, and improving communication skills) and leveraging information technology (such as implementing intelligent complaint registration and tracking systems, enhancing information transparency, and analyzing public feedback data). Quantitative modeling results indicated that effective use of IT and employee capacity building significantly improve responsiveness and stakeholder satisfaction. Accordingly, it is recommended that the Ministry of Sport and Youth adopt technological mechanisms and enhance human competencies to steer its complaint response system toward greater efficiency, transparency, and organizational justice.

Keywords

Complaint Response

Performance Management

Information Technology

Human Capital

Ministry of Sport and Youth

Subjects