Measuring and Priorities of service Quality with ServQual and AHP in Iran Khodro,s Training center

Subject Areas :

GH.A Poresfadan ¹ , A.A SHojaie ² , مهران SHiri ³

1 - استادیار دانشکده مدیریت دانشگاه آزاد واحد تهران جنوب
2 - استادیار دانشکده مهندسی دانشگاه آزاد اسلامی واحد تهران جنوب
3 - کارشناس ارشد مدیریت صنعتی دانشگاه آزاد اسلامی

Received: 2015-11-04 Accepted : 2015-11-04 Published : 2010-10-23

Keywords: service quality level(ServQual)-analytical hierarchy process-quality-service quality-training,

Abstract :

Due to the intense competition,globalization and explosion of tecnology in recent years factors including quality have emerged as the dominating factors of competitive advantage.Companies currently must operate within a dynamic environment of fierce competition.To survive in this environment,the companies should improve thier products and services.Iran Khodro as the largest company in car industries in Iran needs to improve the quality of its products.For improving the quakity of products and services the companies,in general,must train thier staff.In this study the researchers aim to evaluate and prioritize the iran khodro,s training services. This research introduces an integrated method for measuring and prioritizing the service quality and the effective factors in Iran Khodro,s training center through ServQual and Analytical Hierarchy process(AHP).In this method ,first suitable factors for assessment of the service quality have been identified based on Servqual Model(customer,s option) and AHP to prioritize the fctors based on customer,s opttion to improve the future plans. Finally this research presents several suggestions for the other researchers who desire to investigate in this area and introduces practical suggestions to promote the service quality of iran Khodro,s training center.