STUDY OF SERVICE QUALITY AND CUSTOMERS SATISFACTION IN GOVERNMENTAL ORGANIZATIONS (CASE STUDY OF GILAN PROVINCE)

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SALEHI KORD ABADI SAJAD; REZAAI DIZGAH MORAD; REZAAI KLIDBARI HAMID REZA

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Journal: POLICE HUMAN DEVELOPMENT Year:2011 | Volume:7 | Issue:33 Page(s): 61-86

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Information Journal Paper

Title

STUDY OF SERVICE QUALITY AND CUSTOMERS SATISFACTION IN GOVERNMENTAL ORGANIZATIONS (CASE STUDY OF GILAN PROVINCE)

Author(s)

SALEHI KORD ABADI SAJAD | REZAAI DIZGAH MORAD | REZAAI KLIDBARI HAMID REZA | Issue Writer Certificate

Keywords

SERVICE QUALITYQ2

SATISFACTIONQ2

CUSTOMERSQ3

RESPONSIVENESSQ2

ASSURANCEQ2

Abstract

This article is intended to measure the relation between SERVICE QUALITY and CUSTOMERS’ SATISFACTION from governmental organizations. Therefore the SERVICE QUALITY of governmental organizations and the scale of CUSTOMERS’ SATISFACTIONs from SERVICE QUALITY were studied. The consolidated evidences show that private sectors provide better services than public sectors. The public sectors, however, should always analyze and evaluate their products because the CUSTOMERS no longer accept dissatisfaction. So regarding the communication of administration policies of constitution article 44, the governmental organization should improve their services and pursuit the SATISFACTION of CUSTOMERS if they are going to stay on track. Based on SERVICE QUALITY such as tangibility, realiability, responsivness, ASSURANCE and empathy, the article authors have analyzed the effect of each of these factors on the level of CUSTOMERS SATISFACTION. The results of research indicate that there is a direct and meaningful relation between SERVICE QUALITY and CUSTOMERS’ SATISFACTION. The article proclaimed that the SERVICE QUALITY of governmental organizations is lower than expected average and the CUSTOMERS’ SATISFACTION from provided services are also lower than expected average. However CUSTOMERS of governmental organization have expressed their SATISFACTION to empathy and the least SATISFACTION to responsivness from among other SERVICE QUALITY factors respectively.

Cites

THE ROLE OF SPORT TOURISM SERVICE QUALITY DIMENSIONS IN SPORT TOURISTS' SATISFACTION

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APA: Copy

SALEHI KORD ABADI, SAJAD, REZAAI DIZGAH, MORAD, & REZAAI KLIDBARI, HAMID REZA. (2011). STUDY OF SERVICE QUALITY AND CUSTOMERS SATISFACTION IN GOVERNMENTAL ORGANIZATIONS (CASE STUDY OF GILAN PROVINCE). POLICE HUMAN DEVELOPMENT, 7(33), 61-86. SID. https://sid.ir/paper/132800/en

Vancouver: Copy

SALEHI KORD ABADI SAJAD, REZAAI DIZGAH MORAD, REZAAI KLIDBARI HAMID REZA. STUDY OF SERVICE QUALITY AND CUSTOMERS SATISFACTION IN GOVERNMENTAL ORGANIZATIONS (CASE STUDY OF GILAN PROVINCE). POLICE HUMAN DEVELOPMENT[Internet]. 2011;7(33):61-86. Available from: https://sid.ir/paper/132800/en

IEEE: Copy

SAJAD SALEHI KORD ABADI, MORAD REZAAI DIZGAH, and HAMID REZA REZAAI KLIDBARI, “STUDY OF SERVICE QUALITY AND CUSTOMERS SATISFACTION IN GOVERNMENTAL ORGANIZATIONS (CASE STUDY OF GILAN PROVINCE),” POLICE HUMAN DEVELOPMENT, vol. 7, no. 33, pp. 61–86, 2011, [Online]. Available: https://sid.ir/paper/132800/en

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