Checking the Quality of Weld Inspection Using SERVQUAL Model and Importance-Performance Analysis

Subject Areas : Journal of Environmental Friendly Materials

N. Adabavazeh ¹ , M. Navabakhsh ² , A. Adabavazeh ³

1 - Department of Industrial Engineering, Najafabad Branch, Islamic Azad University, Najafabad, Iran
2 - Department of Industrial Engineering, Tehran South Branch, Islamic Azad University, Tehran, Iran
3 - Iranian Institute of Welding and Non Destructive Testing, Tehran, Iran

Received: 2018-06-17 Accepted : 2019-03-15 Published : 2019-03-15

Keywords:

Abstract :

The existence of various industries such as energy, propulsion, construction, machinery, military and power plants have led Iran to become one of the major users of weld science and technology and other joining methods in the Middle East. The economic significance of welding is to a degree that more than 50% of the gross industrial product of the various countries and 42% of the Iran economy are said to be related to welding. The quality of the inspection services will be effective in increase the safety of the structures and reduce the impact of disasters and costs. The goal of this study is to identify the effective components in the quality of the welding inspection and ultimately provide the possibility of improving the performance of welding inspection companies in the country. This study is carried out as a descriptive and sectional study from employers of a technical inspection company using a 25-items questionnaire with standardized 5-point Likert scale and adjusted SERVQUAL in six dimensions of competence, reliability, accountability, service guarantee, security / secrecy and independence/ Impartiality. Data analysis was done by t-paired test using SPSS software. Based on the quality of the welding inspection services, the security / secrecy dimension has the highest gap and independence has the lowest gap and competence dimension has the highest quality. According to the importance –performance analysis, the dimensions of responsiveness power and guarantee of the evaluated services of company are located in the first area of importance-performance matrix. The results can be effective in assessing the competitive position of the organization and identifying opportunities for improving the inspection companies.

References:

[1] K. Bayat and M. Alizadeh Sani, Quality in Service Organizations. Iranian Fourth Annual Quality Congress, (2003), 32.

[2] Deng WJ, W. Pei, Expert Syst Appl; (2009), 36(2), 84.

[3] G. Fallah, A. Mohammadi, N. Alizamani, H. Kiumarsi, Univ. Med. Sci. (2017), 27(155), 180.

[4] M. Khajeh, Qom, J. Medic. Educ. Develop., (18), (2015), 23.

[5] A. Ismaili, Novin Rehabil. Sci. J., 3, (2014), 45.

[6] F. Ziviyar, Novin Market. Res. Quart., 6, (2011), 173.

[7] K. Bahreini, Manag. Quart. , 14, (2009), 62.

[8] H. SabetGhadam, A. ZareiHonzaki, O. Golmahaleh, ISO 3834 -  Technical Inspection Requirements According to Welding Quality Management Standard and its Role in Improving the Quality of Products and Reducing Welding Problems, the First International Conference on Technical Inspection and Non-Destructive Testing, (2007).

[9] M. RabaniMehr, Esfahan University,M.Sc Project Report, (2009).

[10] ISO 3834 - Part 1: Fusion Welding of Metallic Materials - International Standard, Criteria for the Selection of the Appropriate Level of Quality Requirements,(2005).

[11] ISO 3834 - Part 2: Fusion Welding of Metallic Materials - International Standard, Comprehensive Quality Requirements, (2005).

[12] ISO 3834 - Part 3: Fusion Welding of Metallic Materials - International Standard, Standard Quality Requirements, (2005).

[13] ISO 3834 - Part 4: Fusion Welding of Metallic Materials - International Standard, Elementary Quality Requirements,( 2005).

[14] ISO 3834 - Part 5: Fusion Welding of Metallic Materials - International Standard, Applicable Documents Quality Requirements, (2005).

[15] ISO 3834 - Part 6: Fusion Welding of Metallic Materials - International Standard, Guidance on Implementing Quality Requirements, (2005).

[16] EN 729 - Part 1: Welding, Fusion Welding of Metallic Materials, Guidelines for Selection and Use, (1995).

[17] EN 729 - Part 2: Welding, Fusion Welding of Metallic Materials Comprehensive Quality Requirements, (1995).

[18] EN 729 - Part 3: Welding, Fusion Welding of Metallic Materials Standard Quality Requirements, (1995).

[19] EN 729 - Part 4: Welding. Fusion Welding of Metallic Materials Elementary Quality Requirements, (1995).