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.
ali seyyed naghavi; mohammad mahdi bahrololoum
Volume 11, Issue 28 , April 2013, , Pages 137-158
Abstract
One of the effective key factors in differentiating and outrunning competitors is the continuous delivery of superior quality to the customers. The secret of success is meeting or getting ahead of customer’s expectations in relation to service quality. By considering the fact that service quality ...
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One of the effective key factors in differentiating and outrunning competitors is the continuous delivery of superior quality to the customers. The secret of success is meeting or getting ahead of customer’s expectations in relation to service quality. By considering the fact that service quality plays an important role in the success of today’s organizations, this article pursues the purpose of investigating the dimensions that have effect on technical services quality of petrochemical commercial company’s sale engineering department, determining the most important service quality dimensions, measuring the gaps existing in the service delivery system and finally promoting and improving the current status of the system. We used the Servqual Model to assess the quality of the services. In this study we tried to customize the model to adapt the specific conditions of the organization, so the Tangibles dimension of the standard model was replaced with service variety and confirmatory factor analysis approach was used to examine the theoretical model of the study. The modified model was analyzed by Lisrel and its validity was confirmed from a statistical point of view. The results of data analysis by SPSS showed that the sale engineering department’s service delivery system was encountered with problems and so the existence of service gaps was proved. Finally practical solutions were provided to promote the service quality and improve the current status of the system
A. Jafar Nejad; H. Rahimi
Volume 2, Issue 5 , June 2004, , Pages 1-26
Abstract
This research introduces an integrated method for ranking different service providing institutions based on their service quality level.
In this way the suitable criteria for assessing the service quality have been identified. In order to recognize the differences and gap analysis several hypotheses ...
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This research introduces an integrated method for ranking different service providing institutions based on their service quality level.
In this way the suitable criteria for assessing the service quality have been identified. In order to recognize the differences and gap analysis several hypotheses have been assumed. In these hypotheses we assumed that there are differences between customer expectations and his perceptions. Then these hypotheses have been investigated. An Analytical network process was used for ranking different insurance institutions based on this criteria. For these criteria are dependent.
Finally this research presents several suggestions for researchers that want to investigate this subject and presents other suggestions for improving the insurance institutions.
