INTERNAL SERVICE QUALITY BY INTEGRATED APPROACH PERFORMANCE CONTROL MATRIX (PCM) & IMPORTANCE-SATISFACTION MODEL (STUDIED IN YAZD REGIONAL POWER COMPANY)

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PEIROW SAEID; BORDBAR GHOLAMREZA

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Paper Information

Journal: PRODUCTION AND OPERATIONS MANAGEMENT Year:2016 | Volume:6 | Issue:2 (11) Page(s): 79-94

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Title

INTERNAL SERVICE QUALITY BY INTEGRATED APPROACH PERFORMANCE CONTROL MATRIX (PCM) & IMPORTANCE-SATISFACTION MODEL (STUDIED IN YAZD REGIONAL POWER COMPANY)

Author(s)

PEIROW SAEID | BORDBAR GHOLAMREZA | Issue Writer Certificate

Keywords

INTERNAL SERVICE QUALITYQ2

PERFORMANCE CONTROL MATRIX (PCM)Q2

EMPLOYEE SATISFACTION INDEX (ESI)Q2

INTERNAL CUSTOMERQ2

Abstract

Today, the INTERNAL SERVICE QUALITY as one of the most important factors affecting the recruitment and retention of staff is considered. The present study sought to examine the INTERNAL SERVICE QUALITY of Yazd Regional Electric, finally, select appropriate strategies to improve the quality of local services in the organization. The application of this study is base on survey method.Data were collected from questionnaires to evaluate the 26 components of INTERNAL SERVICE QUALITY of Yazd Regional Electric, has been used. Research community is the staff of the organisation. Also, the sample size, the initial questionnaire was distributed according to Cochran's formula is calculated. In order to analyze research data, the model is important - satisfaction and performance control matrix to identify those components that are used need to be improved. Also, in order to prioritize measures to improve employee satisfaction index is used. Data analysis using above tools show, 8 criteria are in improvment area. So, these criteria are prioritized with ESI.

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APA: Copy

PEIROW, SAEID, & BORDBAR, GHOLAMREZA. (2016). INTERNAL SERVICE QUALITY BY INTEGRATED APPROACH PERFORMANCE CONTROL MATRIX (PCM) & IMPORTANCE-SATISFACTION MODEL (STUDIED IN YAZD REGIONAL POWER COMPANY). PRODUCTION AND OPERATIONS MANAGEMENT, 6(2 (11) ), 79-94. SID. https://sid.ir/paper/217514/en

Vancouver: Copy

PEIROW SAEID, BORDBAR GHOLAMREZA. INTERNAL SERVICE QUALITY BY INTEGRATED APPROACH PERFORMANCE CONTROL MATRIX (PCM) & IMPORTANCE-SATISFACTION MODEL (STUDIED IN YAZD REGIONAL POWER COMPANY). PRODUCTION AND OPERATIONS MANAGEMENT[Internet]. 2016;6(2 (11) ):79-94. Available from: https://sid.ir/paper/217514/en

IEEE: Copy

SAEID PEIROW, and GHOLAMREZA BORDBAR, “INTERNAL SERVICE QUALITY BY INTEGRATED APPROACH PERFORMANCE CONTROL MATRIX (PCM) & IMPORTANCE-SATISFACTION MODEL (STUDIED IN YAZD REGIONAL POWER COMPANY),” PRODUCTION AND OPERATIONS MANAGEMENT, vol. 6, no. 2 (11) , pp. 79–94, 2016, [Online]. Available: https://sid.ir/paper/217514/en

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