A Comparison of Customers’ Expectations and Perceptions of Kurdistan Telecommunication Company’s Performance Using Servqual Model

The present article aims to identify the dimensions of the customers’ perception of the services provided by Kurdistan Telecommunication Company. With regard to the fact that what is now considered an advantage in service – giving units and causes their primacy is the quality of services, several me...

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Main Authors: Heresh Soltanpanah, Mansoor Khaksar, Mohammad Kambiz Ghasri
Format: Article
Language:fas
Published: Islamic Azad University, Tabriz Branch 2010-11-01
Series:مدیریت بهره وری
Subjects:
Online Access:http://jpm.iaut.ac.ir/article_518559_6220867bb0debd7769d92c2ec2c07334.pdf
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spelling doaj-dfc51c5bfcc14d84afb31619972b4b192020-11-25T03:35:31ZfasIslamic Azad University, Tabriz Branchمدیریت بهره وری2716-99792476-72982010-11-0143 (14) پاییز4972518559A Comparison of Customers’ Expectations and Perceptions of Kurdistan Telecommunication Company’s Performance Using Servqual ModelHeresh Soltanpanah0Mansoor Khaksar1Mohammad Kambiz Ghasri2Assistant Professor and Faculty Member, Department of Management, Sanandaj Branch, Islamic Azad University, Sanandaj, IranAssistant Professor and Faculty Member of Management Department, Sanandaj Branch, Islamic Azad University, Sanandaj, IranMaster of Business Administration of Kurdistan Telecommunication CompanyThe present article aims to identify the dimensions of the customers’ perception of the services provided by Kurdistan Telecommunication Company. With regard to the fact that what is now considered an advantage in service – giving units and causes their primacy is the quality of services, several methods have been presented by the experts of this field in order to identify and measure this qualitative criterion and to convert it into a quantitative and measurable one. In this article, initially these methods were classified and reviewed, and ultimately, the gap analysis or servqual method, presented by Parasuraman and zeit Haml, was selected. To do this , a questionnaire was devised and surveyed based on the five gaps of service quality to measure the level of perceptions and expectations of the subscribers and service-applicants of Kurdistan Telecommunication Company .After we specified the statistical population and the sample size , the questionnaire was distributed among the subscribers’ and applicants. The results showed the presence of gap between the subscribers expected and perceived quality of the services provided by the company. Finally, some suggestions were presented to decrease and eliminate the gaps.http://jpm.iaut.ac.ir/article_518559_6220867bb0debd7769d92c2ec2c07334.pdfsatisfactionservice qualityservice quality gaptelecommunication servicesservqual model
collection DOAJ
language fas
format Article
sources DOAJ
author Heresh Soltanpanah
Mansoor Khaksar
Mohammad Kambiz Ghasri
spellingShingle Heresh Soltanpanah
Mansoor Khaksar
Mohammad Kambiz Ghasri
A Comparison of Customers’ Expectations and Perceptions of Kurdistan Telecommunication Company’s Performance Using Servqual Model
مدیریت بهره وری
satisfaction
service quality
service quality gap
telecommunication services
servqual model
author_facet Heresh Soltanpanah
Mansoor Khaksar
Mohammad Kambiz Ghasri
author_sort Heresh Soltanpanah
title A Comparison of Customers’ Expectations and Perceptions of Kurdistan Telecommunication Company’s Performance Using Servqual Model
title_short A Comparison of Customers’ Expectations and Perceptions of Kurdistan Telecommunication Company’s Performance Using Servqual Model
title_full A Comparison of Customers’ Expectations and Perceptions of Kurdistan Telecommunication Company’s Performance Using Servqual Model
title_fullStr A Comparison of Customers’ Expectations and Perceptions of Kurdistan Telecommunication Company’s Performance Using Servqual Model
title_full_unstemmed A Comparison of Customers’ Expectations and Perceptions of Kurdistan Telecommunication Company’s Performance Using Servqual Model
title_sort comparison of customers’ expectations and perceptions of kurdistan telecommunication company’s performance using servqual model
publisher Islamic Azad University, Tabriz Branch
series مدیریت بهره وری
issn 2716-9979
2476-7298
publishDate 2010-11-01
description The present article aims to identify the dimensions of the customers’ perception of the services provided by Kurdistan Telecommunication Company. With regard to the fact that what is now considered an advantage in service – giving units and causes their primacy is the quality of services, several methods have been presented by the experts of this field in order to identify and measure this qualitative criterion and to convert it into a quantitative and measurable one. In this article, initially these methods were classified and reviewed, and ultimately, the gap analysis or servqual method, presented by Parasuraman and zeit Haml, was selected. To do this , a questionnaire was devised and surveyed based on the five gaps of service quality to measure the level of perceptions and expectations of the subscribers and service-applicants of Kurdistan Telecommunication Company .After we specified the statistical population and the sample size , the questionnaire was distributed among the subscribers’ and applicants. The results showed the presence of gap between the subscribers expected and perceived quality of the services provided by the company. Finally, some suggestions were presented to decrease and eliminate the gaps.
topic satisfaction
service quality
service quality gap
telecommunication services
servqual model
url http://jpm.iaut.ac.ir/article_518559_6220867bb0debd7769d92c2ec2c07334.pdf
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