Assessing the quality of urban services in informal settlements using the SERVQUAL model Case study: Informal settlements in Zanjan city

Q: How can I download an article?

To download an article from SID, first log in to the site, search for the article title, and click on the 'Download Article' option.

Q: How can I download an ISI article?

To download an ISI article on SID, enter the keyword or article title in the search bar, view the relevant results, click on the desired article, and select the 'Download Article' option.

Q: How can I access the SID database?

To access the SID database, visit SID.ir, create an account, and log in to access scientific resources.

Q: Is downloading articles from SID free?

Some articles on SID are available for free, while others require payment. Details are specified on the article's page.

DAVIRAN ESMAEIL

Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: Journal of Sustainable City Year:2019 | Volume:2 | Issue:1 Page(s): 93-108

Download Full-Text

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Persian Verion

View:

301

Download:

Cites:

Information Journal Paper

Title

Assessing the quality of urban services in informal settlements using the SERVQUAL model Case study: Informal settlements in Zanjan city

Author(s)

DAVIRAN ESMAEIL | Issue Writer Certificate

Keywords

Urban Neighborhoods

SERVQUAL Model

Utilities

Informal Settlement

Zanjan City

Abstract

Today, the assessment of the urban services quality is one of the essential steps in developing quality improvement programs. Measurement of quality on a city scale, especially on the scale of deprived quarters, has a decisive role in explaining the distance and equity of resource allocation in geographic space. This paper aims to investigate the institutional and expected gap between the qualities of urban services in Zanjan Informal Settlements quarters with the SERVQUAL Model. The research method is an analytical-comparative type with a practical nature in which data are collected by field-library (documentary) method. The collected data were analyzed using SPSS software. Data analysis was performed using SERVQUAL Model and Spearman, T-pair and Friedman statistical tests. The results of the study show that the level of perceived and expected gap in the quality of urban services is high in Informal Settlements quarters, and the SERVQUAL Model criteria are mainly affecting each other and have a significant relationship among each other. Also, in the ranking of cognitive and anticipatory criteria, while there is a difference between the five SERVQUAL criteria, the confidence criterion has the first priority of the urban services quality in the studied quarters.

Cites

No record.

References

No record.

Cite

APA: Copy

DAVIRAN, ESMAEIL. (2019). Assessing the quality of urban services in informal settlements using the SERVQUAL model Case study: Informal settlements in Zanjan city. JOURNAL OF SUSTAINABLE CITY, 2(1 ), 93-108. SID. https://sid.ir/paper/360763/en

Vancouver: Copy

DAVIRAN ESMAEIL. Assessing the quality of urban services in informal settlements using the SERVQUAL model Case study: Informal settlements in Zanjan city. JOURNAL OF SUSTAINABLE CITY[Internet]. 2019;2(1 ):93-108. Available from: https://sid.ir/paper/360763/en

IEEE: Copy

ESMAEIL DAVIRAN, “Assessing the quality of urban services in informal settlements using the SERVQUAL model Case study: Informal settlements in Zanjan city,” JOURNAL OF SUSTAINABLE CITY, vol. 2, no. 1 , pp. 93–108, 2019, [Online]. Available: https://sid.ir/paper/360763/en

Related Journal Papers