Alireza Alinezhad
Abstract
In the last decade, despite the extra importance of service and its increasing development in global and national economies, it has received less attention in comparison with manufacturing industries. The evaluation of performance in service organizations has always been one of the main challenges in ...
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In the last decade, despite the extra importance of service and its increasing development in global and national economies, it has received less attention in comparison with manufacturing industries. The evaluation of performance in service organizations has always been one of the main challenges in this area. Parasuraman and colleagues’ five dimensional model is one of the most common models to evaluate the quality of service and was used in this paper to evaluate the service quality in CNG stations in Zanjan Province. In this paper, the Data Envelopment Analysis (DEA) was also used to assess the relative service quality in 36 CNG stations in Zanjan province. Due to the high importance of service quality, it was considered as the functional output of CNG Refueling Stations. The number of employees, number of dispensers, fixed monthly cost, and monthly allocated credit to stations were considered as functional inputs of CNG stations. After obtaining the station’s rank, finally, the sensitivity of results was analyzed using the proposed method of Jahanshahlu and colleagues. Also, the results showed that the developed model of multi criteria data envelopment analysis has better performance than basic models.
Seyyed Mohammad Aarabi; Shahram Estandiari
Volume 1, Issue 2 , October 2003, , Pages 1-19
Abstract
The main characteristic of these days business environment is competition and customer satisfaction is key factor to survive and improve competitive advantages. Organizations have to pay attention to their customers as a benefit resource. Understanding the customer expectations as the quality standard ...
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The main characteristic of these days business environment is competition and customer satisfaction is key factor to survive and improve competitive advantages. Organizations have to pay attention to their customers as a benefit resource. Understanding the customer expectations as the quality standard factors is no necessary. Customer satisfaction depends on the quality of the services that he receives. So determining factors which show the concepts of service quality in one hand and are measurable on the other hand is so important.
In this paper based on the services that the education department of industrial Management Institute, offers to their customers, the gap between the customer expectation and perception are measured. The results show that the Empathy (paying special attention to the customers) as a one of the five aspects of service quality has had the lowest gap.
