Determining and Measuring Service Quality Factors

The main characteristic of these days business environment is competition and customer satisfaction is key factor to survive and improve competitive advantages. Organizations have to pay attention to their customers as a benefit resource. Understanding the customer expectations as the quality standard factors is no necessary. Customer satisfaction depends on the quality of the services that he receives. So determining factors which show the concepts of service quality in one hand and are measurable on the other hand is so important.
In this paper based on the services that the education department of industrial Management Institute, offers to their customers, the gap between the customer expectation and perception are measured. The results show that the Empathy (paying special attention to the customers) as a one of the five aspects of service quality has had the lowest gap.