Assessing the quality of services provided by the Police welfare institution in terms of service recipients based on SERVQUAL Model

In today's high-level competitive world, organizations must seek to improve services quality in order to succeed. This will require more attention to the welfare service series. In this research, the evaluation of the quality of NAJA's services is considered from the perspective of service recipients based on the SERVQUAL model. The research is practical based on the descriptive-survey method. The statistical population consisted of all those who used NAJA welfare facilities from April 2016 to April 2017 of 129 thousand families. The sample size was 383 people based on Cochran formula, selected by stratified random sampling method. The validity of the tool used in this research has been verified by formal and structural and reliability of the questionnaire test through Cronbach's alpha. The data has been analyzed using the Kolmogorov - Smirnov test and independent T-test. The results of the research show that the expectations of guests of welfare facilities in NAJA in the main hypothesis with a gap of 0.6 are lower than their perceptions, and in the subjective expectations of the guests in terms of tangible factors and reliability are higher than their perceptions and indicate the existing service gap. By reducing the satisfaction of the guests from the services provided by NAJA welfare facilities is in the above dimensions (tangible and reliability factors), and in other dimensions there is no service gap and satisfaction, as well as in terms of the number of guests, the responsiveness dimension is the highest level in comparison to other dimensions.