Paper Information

Journal:   JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR)   SUMMER 2009 , Volume 6 , Number 14; Page(s) 62 To 79.
 
Paper: 

SERVICE QUALITY STUDY IN ISLAMIC AZAD UNIVERSITY, BASED ON SERVQUAL MODEL AND QFD: ISLAMIC AZAD UNIVERSITY, ALIABAD KATOOL BRANCH

 
 
Author(s):  BAHREINI KEUMARS, SHAHALIZADEH KALKHORAN MOHAMMAD, NOORAIE FARHAD
 
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Abstract: 
The background of quality measurement in Service Organization is less than 20 Years. The present research using Servqual Model, Evaluates the Quality of Islamic Azad University's Services (the case study in Aliabad katool Branch) from the following five aspects:
1. The Appearance and organization facilities or physical dimensions
2. Reliability of supplied services
3. Accountability rate
4. Method of service quality guarantee
5. Empathy or understanding the customer Furthermore, using QFD technique, the present research is to determine the characteristics of services based on customer's need. Research type is applied and research Method is survey, descriptive and inferential.361 subjects we selected from a pool of 6000 persons. Using Books, magazines, questionnaires and interviews, the necessary information was obtained and descriptive and inferential statistics were used to analyze information. The result showed a gap in all standards of Servqual. The gaps (from lowest to highest) are tangibles factors, reliability, empathy, confidence and accountability.
 
Keyword(s): SERVICE QUALITY, QUALITY, QUALITY FUNCTION DEPLOYMENT
 
References: 
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