Service Quality Measurement in the Public Sector (Ilam Province Post Office Case Studies)

Full Text	Pdf
Author	Fariba Azizzadeh, Karam Khalili, Iraj Soltani
ISSN	2225-7217
On Pages	114-121
Volume No.	2
Issue No.	1
Issue Date	March 01, 2020
Publishing Date	March 01, 2020
Keywords	Service quality, customer's satisfaction, postal services.

Abstract

Providing services with good quality and reasonable prices in advanced level, will lead the organizations and businesses to competitive advantages continually, which producing and providing distinctive services, increasing customers loyalty , marketing costs reduction, determining higher prices and etc. are among these advantages. As far as, organization survival and profitability depends on the customers satisfaction increase, service quality must continually be evaluated from their point of view. This study will survey Ilam province postal service quality based on comparison of present and desirable condition and determining effective factors on customer's satisfaction and ranking each one effect and providing approaches and suggestion for the province to improve its post offices services and performances. In this descriptive-statistical study 22 questionnaires were distributed among 180 of Ilam province post offices customers, and cronbach's alpha was obtained equal to .834 by using SERVQUAL model. This study shows that there are differences between quality status quo and desirable condition (in term of effective indices, physical evidences, reliability, guarantee, empathies) of Ilam provinces postal services in standard error of 5 percent.

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