DEVELOPMENT OF THE SERVQUAL MODEL FOR PRIORITIZING MEASURES FOR QUALITY OF SERVICE AMELIORATION CASE STUDY IN THE ELECTRICITY INCUSTRIES (CUSTOMER SERVICES OF CHALOOS ELECTRIC COMPANY)

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KAZEMI A.A.F.; ALIMARDANI SAHAR

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Paper Information

Journal: INDUSTRIAL ENGINEERING & MANAGEMENT SHARIF (SHARIF: ENGINEERING) Year:2009 | Volume:25 | Issue:49 Page(s): 139-150

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Title

DEVELOPMENT OF THE SERVQUAL MODEL FOR PRIORITIZING MEASURES FOR QUALITY OF SERVICE AMELIORATION CASE STUDY IN THE ELECTRICITY INCUSTRIES (CUSTOMER SERVICES OF CHALOOS ELECTRIC COMPANY)

Author(s)

KAZEMI A.A.F. | ALIMARDANI SAHAR | Issue Writer Certificate

Keywords

SERVQUALQ2

SERVICESQ3

CUSTOMER SATISFACTIONQ3

QUALITY OF SERVICEQ3

EXPECTATIONSQ3

PERCEPTIONQ3

Abstract

Superior QUALITY OF SERVICE can only be assured on the condition that customer EXPECTATIONS are fulfilled or they are presented with service beyond their EXPECTATIONS. Today many methodologies have been proposed for service quality assessment; however, considering the particular limitations of government agencies in assessing service quality, there is need for a defined methodology that can assess service quality in the government sector and can present executable and applicable solutions in order to attain CUSTOMER SATISFACTION. The SERVQUAL methodology is a powerful model that can resolve this need. This method is used to assess the existing level of service quality, collect customer PERCEPTIONs, and determine customer EXPECTATIONS through five key service dimensions: tangibles, responsiveness, empathy, reliability, and assurance. In this study, the SERVQUAL methodology is implemented in a small quarter of the electric industry in order to prioritize quality improvement measures in the Chaloos Electric Company.

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APA: Copy

KAZEMI, A.A.F., & ALIMARDANI, SAHAR. (2009). DEVELOPMENT OF THE SERVQUAL MODEL FOR PRIORITIZING MEASURES FOR QUALITY OF SERVICE AMELIORATION CASE STUDY IN THE ELECTRICITY INCUSTRIES (CUSTOMER SERVICES OF CHALOOS ELECTRIC COMPANY). INDUSTRIAL ENGINEERING & MANAGEMENT SHARIF (SHARIF: ENGINEERING), 25(49), 139-150. SID. https://sid.ir/paper/107575/en

Vancouver: Copy

KAZEMI A.A.F., ALIMARDANI SAHAR. DEVELOPMENT OF THE SERVQUAL MODEL FOR PRIORITIZING MEASURES FOR QUALITY OF SERVICE AMELIORATION CASE STUDY IN THE ELECTRICITY INCUSTRIES (CUSTOMER SERVICES OF CHALOOS ELECTRIC COMPANY). INDUSTRIAL ENGINEERING & MANAGEMENT SHARIF (SHARIF: ENGINEERING)[Internet]. 2009;25(49):139-150. Available from: https://sid.ir/paper/107575/en

IEEE: Copy

A.A.F. KAZEMI, and SAHAR ALIMARDANI, “DEVELOPMENT OF THE SERVQUAL MODEL FOR PRIORITIZING MEASURES FOR QUALITY OF SERVICE AMELIORATION CASE STUDY IN THE ELECTRICITY INCUSTRIES (CUSTOMER SERVICES OF CHALOOS ELECTRIC COMPANY),” INDUSTRIAL ENGINEERING & MANAGEMENT SHARIF (SHARIF: ENGINEERING), vol. 25, no. 49, pp. 139–150, 2009, [Online]. Available: https://sid.ir/paper/107575/en

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