Evaluating the customers' satisfaction on the quality of services based on the clients' respect criteria Water and Wastewater Company of Mazandaran
Subject Areas : Educational Scienceکیومرث Niyazazari 1 , A.GH Barimani 2 , تیمور Dadashi 3
1 - استاد دانشگاه آزاد اسلامی واحدساری ،گروه علو تربیتی، ساری، ایراب
2 - دانشجوی دکتری رشته مدیریت آموزشی دانشگاه آزاد اسلامی واحد ساری ،گروه علو تربیتی، ساری، ایراب
3 - دانش آموخته کارشناسی ارشد رشته مدیریت آموزشی دانشگاه آزاد اسلامی واحد ساری،گروه علو تربیتی، ساری، ایراب
Keywords: Service Quality, Respecting Clients, Customers' Satisfaction,
Abstract :
Evaluating the customers' comments and viewpoints is a logical and coherent approach to identify issues and problems in providing better and appropriate services to customers. The study aimed at assessing and evaluating the implementation of clients' respect criteria measures to promote their satisfaction with the quality of services in the water and wastewater organization in Sari. This applied study adopted a descriptive- survey approach as its methodology. The statistical population of the study comprised all the subscribers' to Water and Wastewater organization in Sari summing up to 71000 in 2014. Applying the stratified random sampling method and Morgan and Krejcie table proportional to different areas population, 384 subjects were selected as the study sample. A researcher-made questionnaire was used as data collection tool. The content and face validity was confirmed by experts and professionals in the field. Using Cronbach's Alpha coefficient, the reliability was estimated to be 0/88. The descriptive statistics, inferential statistics (the chi-square test) and the SPSS software were used to analyze the data.The results of the study indicate that the clients' satisfaction with the quality of information, meeting the customers' needs, documenting the services; complying with the Code of Ethics and employees commitment to the principles of religion and belief when providing services to customer were above average.