فایل کامل و عالی بررسی عملکرد شرکت های خدماتی از دیدگاه مشتریان با استفاده از مدل Servqual

Abstract
This research intends to recognize customer”s expectations and conception of
subway to determine the gap between these expectations and present guidelines
to fill or remove this gap or reduce it .in this order based on Parasorman model,
five dimensions such as sensible, validity, responsiveness, sympathy and trust
have been studied among 384 customers.
This research aspect of goal is applicable and aspect of gathering data is
descriptive from surveying kind. For gathering data, field and library studies
have been used. Used tool in field research has been questionnaire which it has
been designated based on research mode. to determine the validity of tool, a
questionnaire and to determine reliability of Corenbach Alpha coefficient have
been used respectively. for studying significant difference of customers”
expectations and conceptions about performance of subway company, paired –T
test has been used.
The results of the research show that exist significant difference among
expectations and conceptions of customers in all dimensions of servqual model.
Key words:
Sensible dimension, validity dimension, responsiveness dimensions, sympathy
dimension and trust dimension, servqual model, Parasorman.

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