جستجوی مقالات مرتبط با کلیدواژه « servqual model » در نشریات گروه « جغرافیا »

Today, the quality of services, especially in government organizations, has become an important issue in satisfying the stakeholders. On the other hand, home businesses are vital in advanced activities. The present study was conducted to measure the quality of services of the Gilan Province Agricultural Jihad Organization and its effect on the satisfaction of home business owners. The method of this research was practical in terms of purpose and field in terms of data collection. The statistical population of this research is all the people working in the home occupations of the Gilan Province Agricultural Jihad Organization in 1402. The sample size is 220 people, and the sampling method was simply random; the data collection tool was a standard questionnaire. Descriptive analysis of research data was conducted using SPSS26 software. SmartPLS3 software was used to investigate the research hypotheses using structural equation modeling using the partial least squares method. The results showed that the average variables of customer satisfaction and service quality and its dimensions, including physical (tangible) factors, reliability, responsiveness, reassurance, and empathy, are lower than average, according to the respondents. The results indicate that all aspects of the organization's service quality impact the service quality, and the organization's service quality has a positive and direct effect on customer satisfaction. Considering the effect of the organization's service quality on customer satisfaction, suggestions were made to improve the service quality level of the Gilan Province Agricultural Jihad Organization and also to improve the satisfaction of home business owners with the service quality of this organization.

Lack of attention to the demands of the villagers regarding the assessment of the level of satisfaction with the quality of services provided in rural centers will lead to many challenges in the development of rural development. Therefore, analyzing and identifying the strengths and weaknesses of services in the Russian environment will help local management, planners, and rural stakeholders in appropriate and efficient planning in this area. According to the purpose of the applied research and according to the data collection method, the present research is a survey type and according to the nature of the data, it is a quantitative research type. Based on the background of the research and preliminary studies of researchers in the field of coordinating the main questionnaire with the conditions and requirements of local management services has been set. The results showed that due to planning based on the technology-oriented approach (technical-instrumental and with expert originality) and disregarding the opinion and demands of rural residents studied in development programs and implementation of projects, a lot of gaps between expectations and perceptions. Rural residents have local management services in terms of sensibility, reliability, reliability, responsiveness, and empathy. Although in some aspects of the five dimensions, the situation of the villages has improved compared to the past, but little attention has been paid to the demands of the villagers and their non-participation in the service process.

Understanding the quality of perceived services is one of the key steps in analyzing rural household satisfaction and developing service quality improvement programs. Therefore, the purpose of this study was to analyze the quality of perceived services and satisfaction of rural households after joining the city of Hamedan based on the SERVQUAL model. The study follows the quantitative paradigm and empirical research method in terms of purpose. Also, in terms of data collection, it is a survey-based research. The statistical population of the study was all residents of eight villages (Moradbeig Dareh, Faghireh, Khezr, Dizaj, Dizaj Hesar, Mazdaqineh, Aghashams Ali Hesar and Imam Hesar) joined the Hamedan city in which 200 households were selected as a sample population by calculating the Cochran formula and were surveyed through stratified random sampling. The data collection tool was a two-part questionnaire including demographic information and 26 questions to evaluate the quality of services based on the SERVQUAL model. Data were analyzed through t-test by SPSS20 Software. The results showed that there is a significant difference between residents' perceptions of the current services’ quality and their expectations of acceptable services’ quality in all dimensions. Therefore, a negative and significant gap was observed between the expectations and perceptions of rural residents about the services received, which indicates the dissatisfaction of rural residents with the quality of services perceived after joining the city of Hamedan.

The recipients of these services must evaluate organizations that provide services for rural areas to improve service delivery. Accordingly, this study aimed to evaluate Hamadan’s Rural Water & Sewage Company, which supplies the villages of Hamedan Province with potable water in terms of quality of service. Therefore, the assessment of rural residents' satisfaction with the quality of the services of Rural Water & Sewage Company was conducted by using the tool SERVQUAL. To assess and compare the villagers' expectations and their perception of the civil services, the assessment was conducted in five aspects of SERVQUAL scale indicates aesthetics, reliability, assurance, responsiveness, and empathy. The current study is conducted by descriptive-analytic method on random samples of 384 households of the proportion of rural households in rural settlements in the study area to assess the gap between expected and received services. The results show that although the situation of the rural areas has improved in physical aspects first and then in the sensible aspect, still it has not met the villagers' satisfaction. There is also an obvious gap between the villagers' expectations and their perceptions. There is a rather big gap between the quality of the services and the expectations of the resident. In other words, the Rural Water & Sewage Company failed to meet the complete satisfaction of the rural residents. Although the situation of the villages has been improved. But, in terms of some of the abovementioned five aspects ignoring the rural residents' wants has influenced the increase of the gap between their expectations and perceptions. So we suggest that the company should pay more attention to the villagers' views, wants, and needs in its programs and policies to improve the quality of its services.

Introduction:

 Nomadic life is inspired by the patterns of nature that have played an important role in the history of culture and economy of our country. But regarding the problems and hardships of life in these communities, today the attention to growth and development in recent years in our country, this issue has spread to the nomadic community. Provision and development of basic services has been one of the most important activities in this regard. However, it seems that despite the development of these activities by the organizations in charge of the nomadic community, these activities are still young and more appropriate study and planning is needed.

Purpose of the research: 

The purpose of this study is to evaluate the quality of services provided to the nomads of Dizab summer region in Chorzeq rural district.

Methodology:

 Applied research was descriptive in terms of variables and field in terms of data collection method. Due to cost and time constraints, sampling was used to select research samples and 102 people were selected as the sample. The analysis method was based on SERVQUAL model.Geographical area of research Dizab summer region in Chavarzagh rural district (Zanjan province) was the geographical area of research. This village is the only area where nomadic groups are located in Tarom city and they migrate seasonally in the summer pastures of its mountainous areas with their livestock.

Results and discussion:

 The studied tribes have different importance, perceptions and expectations regarding the quality of service delivery. According to them, understanding the problems and conditions of nomadic people, the variety of services provided and ensuring the proper distribution of services are the most important indicators of the quality of service delivery. Most of their expectations are from the quality of service delivery in tangible and empathetic dimensions, which is mostly in the number of services, and the appropriate cooperation of service organizations with large tribal people. On the other hand, there was a significant relationship between the gender and age of nomads and their perceptions and expectations of the quality of services.

Conclusion :

The impact of policies and executive plans on the nomadic community, of which service delivery is one of these programs and policies, will become apparent if all planning and implementation is done with the full priority of their needs and adequate resources. To reduce the problems of these communities and to avoid migration and destruction of their productive potentials.

Both visual and service quality of urban landscape play an important role in the process of visual visibility assessment and effectiveness of these services as well. Given the fact that the existence of dead, cold, and soulless spaces in cities is affected by heterogeneity and visual contamination that is free from eye-catching and desirability. Therefore, this research seeks to evaluate the visual quality of the urban landscape of the Eil Goli district of Tabriz through the scale of the SERVQUAL tool. Understand the gap between the current situation and the expectations of Tabriz people on the 45-meter of El-Goli Boulevard towards the visual quality of the urban landscape; to realize the views and preferences of Tabriz citizens regarding the visual quality of urban landscape for the 45-meter El-Goli Boulevard in order to eliminate the weaknesses while improving its visual quality, taking into account the priorities and preferences of the people and to provide informative background for decision makers to improve the urban landscape design of Tabriz. So, data collection is carried out through the various sources in a comparative-analytical manner, using the documents, records and reports. The research statistical society includes citizens, specialists and experts and managers of the Department of Parks and Municipality of District 2 in this area which totally 310 questionnaires used for data collection. A questionnaire, expert analysis and library analysis will be carried out in the field observations for two sides of the El-Goli 45-meter Boulevard. The SPSS software, Klomgroph-Smirouph and One-way ANOVA used for analyses, checking the normal distribution of variables and comparing the five dimensions of service quality respectively. The results of the study indicate the relative satisfaction of the three groups under study. Also, some suggestions presented in order to increase urban satisfaction for the 45-meter boulevard of El-Goli, Tabriz city

Beautifying urban space has a direct relationship with the sustainability of urban environment and if its proper functioning and its objective objectivity in cities will have favorable effects on satisfaction and ultimately on the soul and mind of the citizens. The purpose of this research is to assess the satisfaction of citizens of the city from the function of beautification with the approach Sustainability is the urban environment. The present research is applied in terms of applied and descriptive correlations with the causal approach. Independent variables of this research include the quality of perceived quality of workability, trust, assurance, accountability, empathy. Also, citizens' satisfaction is considered as a variable. The statistical society is composed of citizens of Kemal-Shahr province of Alborz province. The sample size of 252 people from the standard SERVQUAL questionnaire was determined in five dimensions: trust, confidence, accountability and empathy. Data were analyzed using spss software and nonparametric statistics. The results showed that there is a difference between age groups in terms of perceptions and expectations of service quality gap and the highest gap (0.7921) is for the age group of 30 to 40 years The highest gap is between expectations and perceptions related to the reliability dimension (3.83) and the lowest dimension (1.92). The output from Amos software also showed that by changing a unit in the response variable and trust, a change of 72.4 percent would be achieved in the level of satisfaction of the citizens. Overall, satisfaction and sustainability components of the urban environment (sig = 0.001) ) There is a connection. Accountability is at the core of citizens' satisfaction. First place accountability, second-place trust and received rankings Third, accountability and empathy are also in the next ranks. In other words, by changing a unit in the response variable, 72.4 changes will be achieved in the level of satisfaction of citizens.

Abstract Today, the assessment of the urban services quality is one of the essential steps in developing quality improvement programs. Measurement of quality on a city scale, especially on the scale of deprived quarters, has a decisive role in explaining the distance and equity of resource allocation in geographic space. This paper aims to investigate the institutional and expected gap between the qualities of urban services in Zanjan informal settlements quarters with the SERVQUAL model. The research method is an analytical-comparative type with a practical nature in which data are collected by field-library (documentary) method. The collected data were analyzed using SPSS software. Data analysis was performed using SERVQUAL model and Spearman, T-pair and Friedman statistical tests. The results of the study show that the level of perceived and expected gap in the quality of urban services is high in informal settlements quarters, and the SERVQUAL model criteria are mainly affecting each other and have a significant relationship among each other. Also, in the ranking of cognitive and anticipatory criteria, while there is a difference between the five SERVQUAL criteria, the confidence criterion has the first priority of the urban services quality in the studied quarters.

Tourism is a service industry which is mainly affected by the quality of services. Moreover, it can be stated that quality of services and tourists satisfaction are important factors in tourism planning, getting to which may help develop tourism. In this study it is intended to evaluate satisfaction level of tourism from the quality of catering services in Darakeh restaurants in Tehran based on SERVQUAL model. Research method is based on a descriptive-analytic method in this study. In this study library documents and filed studies (including observation, interviewing, and questionnaire) were data gathering tools. Data reliability was assessed by calculating Cronbach alfa to be 0.826 and data validity was assessed using content validity method (according to dear professors). Descriptive and inferential statistical tests (Wilcoxon and Pearson tests) were used for data analysis. Study statistical society included tourists who have used services of Darakeh restaurants and sample size was calculated using Cochran formula with random sampling. Results of study based on five qualities of service dimensions of SERVQUAL method, showed that highest and lowest gaps are observed in empathy dimensions with 0.77 quality difference and tangibles with 0.08 quality difference, respectively. Additionally, the relation between level of education and different dimensions of quality of services were assessed by means of Spearman Correlation Coefficient and a negative significant relationship was observed between income level and overall quality of service at 99 percent level.

Therefore, the purpose of this study was to evaluate the quality of urban management services in Urban Texture using the SERVQUAL model and seek to answer these questions whether the performance of urban management in a limited study based on the SERVQUAL model in the form of five dimensions of sensitivity, Confidence, trust, accountability and empathy have been successful? . In order to measure the reliability of the questionnaires, the CRONBACH alpha coefficient was used which was calculated by the SPSS software (0.72) which shows the validity and reliability of the questionnaires. By nonparametric tests WILCOXON, Friedman, test T is also used in statistical ANALYZES.THE results of the study showed that there is a significant difference between the level of satisfaction of the subjects with individual characteristics, and this fact has had a significant effect on their satisfaction with the quality of urban services. dimension (33.3) indicates that citizens have no easy access to urban management for the transfer of their opinions and suggestions and criticisms of various developmental, social and economic issues at the level of urban neighborhoods, and in the dimensions of the guarantee It involves the creation of confidence among citizens, the expectations of citizens are less fulfilled, and the impact of these probable factors is clearly evident in the gap between expectations of respondents' perceptions

Municipalities as an important institution in the service of cities To create a mutual action and to the degree that the services are moved to seek satisfaction and the quality of services provided Because by increasing the quality of service, increased citizen satisfaction and the effectiveness of urban management are improved The present study aimed to evaluate the quality of municipal services in regions tow and four Kerman is SERVQUAL model The research is descriptive, analytical and applied research among the target According to the study, research and data collection survey area (survey) selected Random sampling and data collection using a standard questionnaire SERVQUAL five index Tangible factors dramatically, reliability and trust, accountability and responsibility, guarantee and reliability and finally empathy and respect Was conducted The population of residents is two and four Kerman Cochran formula is an adapted sample size of 384 questionnaires. Data analysis was performed using SPSS software Whitney U-test results in the form in question indicated that the greatest difference And the gap in the tow and four Kerman related to tangible and visible factors of the index and reliability is guaranteed. Friedman test results in five SERVQUAL model components in districts tow and four Kerman showed that the index of The residents do not have the same values and priorities As in Kerman 4 of empathy and attention of the average (4.18), the most important and tangible and concrete indicator of the average (2.31) in the bottom of the matter And tow in the region of Kerman index and ensure reliability with a mean (3.39) and the most important indicator of reliability and trust, with a mean (2.11) had low importance among citizens

present research aimed The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and Brand Image in the hotel industry in 5 star hotels of East Azerbaijan Including: El-Goli Pars and shahriar Hotels has been done in the summer of 1394. The data required for this research has gathered by questionnaire with available non-random sampling method through 5 stars hotels guests of Tabriz City. This research, in terms of purpose is functional and based on data collection, is descriptive survey. Also, It has been used structural equation modeling through the SMART PLS software to analyze data. Statistical population of this research has considered all guests of the 5 stars Hotels Tabriz City. Given that the population size is unknown from Cochran formula is used in order to determine the sample size. Provided results showing that Variables of service quality and customer satisfaction both have a positively significant impact on customer loyalty and brand image. and also impact of service quality on customer satisfaction is Positive and significant. and customer loyalty on brand image significant positive impact.

Nowadays, each organization, governmental or private, without paying attention to their customers, cannot be successful in their business and actually them bust. So each organization in order to evaluate their costumer’s satisfaction, firstly should analyze their needs in specified period of time should survey their costumer’s satisfaction and attend to improve the situation. The most important and general model which is used for evaluating and analyzing the costumers satisfaction is called SERVQUAL model.
In this thesis, we evaluate the effective factors in costumer’s satisfaction about at leisure and tourism centers of Tehran. The method of research in terms of modality is a description of survey and in terms of goal is practical.
The population which we used in this research are the customers who use the services at leisure and tourism centers of Tehran such as eram and tochal. And the sample size by used of Cochran formula are about 384 No. the methods of collecting information in this research are library field methods. And the instrument for collecting information is questionnaire. In this research the questionnaire is standardized whereas the calculated value of cronbach’s alfa for each section and total data is 0/7 more than the acceptable level.so the reliability of questionnaire consists of 21 questions about evaluating of customer satisfaction, in terms of tangible, confidence, replication, reliability and sympathy. In order to analyze the data, first the questionnaire is used for target population. Then the collected data transfers to SPSS software from questionnaire and some statistical tests is accomplished on them. Result of these statistical tests indicate that costumer’s satisfaction from at leisure and tourism centers of Tehran. In terms of tangible, confidence, replication, reliability and sympathy is in the desirable level.

To improve the quality of services provided by organizations responsible for rural services, they need to be assessed by rural residentes. The user satisfaction level of Housing Foundation services was measured by the SERVQUAL scale. This model compares customer's expectations and perceptions by five dimensions; tangibles, reliability, responsiveness, assurance and empathy. In this descriptive-analytical study, the gap between expected and perceived services was assessed by the above mentioned model. Using Probability Proportional to Size (PPS) sampling, 384 households were randomely selected from 12 villages in the study areas. Findings showed that the tangible services quality dimension in the villages has not improved. In other words, the villagers did not feel any changes in this feild. However, with regard to other dimentions, some improvement was found in the villages. According to this, there is still a gap between the quality of the provided services and expectations of the rural residents. Because, services provided by the Housing Foundation only improved the condition of the surveyed villages than in the past; and failed to satsify the villagers. Assessing the quality of construction services for rural residents of two villages called Vali Abad and South Pazoki indicated the gap between the overall quality of services provided and the expectations of the target group. This gap was observed in all five dimensions of SERVQUAL scale. Thus, pay attention to villagers’ viwes and demands in designing programs and policies serving to improve the quality of the provided services is recommended.