prefix: doi.org/10.52283/1.ajbmr |
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MEASURING THE QUALITY OF DELIVERY OF SERVICES BASED ON SERVQUAL AND GRONROOS SERVICE QUALITY MODEL
CASE STUDY: OSVE SMART ELEMENTARY SCHOOL
►Faezeh Rezaei Ghaleh, Homa Rezaei Ghaleh and Seyd Ebrahim Sadati
10.52283/NSWRCA.AJBMR.20150501A02
ABSTRACT
Measuring is the key element in efficiency cycle and acts as the control system for the other elements of the operating cycle, on the other hand service quality is a very important success in educational organizations. The main objective of this study was to assess the level of quality of service in Osve Smart School in the scale of SERVQUAL and Gronroos service quality model the functional quality of Gronroos model. The population of this research includes smart school parents and students (103) and the statistical sample size is 88 people. By implementing a combination of SERVQUAL and Gronroos standard questionnaire and its reliability in expectations dimension is 0.972 and in perception dimension is 0.967. The results showed that the level of each of the models used; (functional quality, technical quality and image) perceived image quality is in the first place and the functional and technical quality are in the second and third place. Estimates of the overall results suggest that the negative gap between the expectations and perceptions of all sizes, shows that the quality of services in Osve smart school, is not consistent with the expectations of parents.
Keywords: quality of service, Gronroos, SERVQUAL, functional quality, technical quality, image and gapPages:11-21 :: Download-View
