Analysis of Service Quality in Knowledge Organizations by Fuzzy Approach

The aim of present study is to evaluate the level of satisfaction in female employees at Yazd University from the quality of existing services and moves toward a small step in order toimproving these services. The results of evaluation the quality of services offered at Yazd University among 60 female employees, indicate that this university has obtained noachievement in any dimension of tangibles, reliability, responsiveness, assurance andempathy, and so, more attention for improving the quality of services at this university isnecessary.Also the results of ranking factors influencing staff satisfactionshowthe priority of the index for staff satisfaction (university staff knowledge and enough experience aboutproviding services).

کلیدواژه ها:

Staff satisfaction ، Service Quality ، SERVQUAL Model ، Fuzzy TOPSIS