Measuring and Analyzing Services Qua;ity and Satisfaction in Gas companies
محل انتشار: پنجمین کنفرانس بین المللی مدیریت
سال انتشار: 1386
نوع سند: مقاله کنفرانسی
زبان: انگلیسی
مشاهده: 1,912
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شناسه ملی سند علمی:
IRIMC05_001
تاریخ نمایه سازی: 1 دی 1386
چکیده مقاله:
Purpose- Service quality issues may differ from one country to another and from one industey to another one. Therefore it is definitely essential to establish services quality scales which is relevant to the country and culture where the service is offered. The present survey is a field study research that its objective is to assess and analysis service quality and satisfaction level of domestic gas consumers in Great Tehran Gas Company (GTGC) by establishing and applying an appropriate measurement tool and to determine the quality of offered services through Great Tehran Gas Compay, Which is the largest provincial gas company in Iran and is one of the sub-companies of National Iranian Gas Company (NIGC).In order to approach to the purpose of this research, the authors have attempted to response to the following Questions:1-Do the services quality dimensions has significant and positive effects on satisfaction of domestic gas subscribers? 2-Is there a significant difference between desirable and available conditions of services quality in Great Tehran Gas Company? 3-Are dimensions of the ServQual model proper for gas industry of iran or should we adapt this instrument? In other words do we need alternative method of measuring service quality in gas companies of Iran?4- Are domestic gases consumers of Tehran satisfy from the offered service by GTGC?D
نویسندگان
Seyyed Ali Aghamiri
MSc Student Lulea University (Sweden) and Tarbiat Modares
Dr.Amir Nasseri
Associate Prof. Of Engineering Faculty Tarbiat modares University
Prof.Peter Naude
professor of Marketing Faculty of Management University of Manchester (England)
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