FöRFATTARE
Aghamiri, Seyed Ali

INSTITUTION
Industriell ekonomi och samhällsvetenskap / Industriell marknadsföring och e-handel

SAMMANFATTNING
The quality is counted as an important and effective factor in the success and failure of any organizations and since it as a fundamental factor can be considered as the excellent and stable competition for the organizations. Therefore, all the organizations, particularly the service organizations must attempt to increase quality of their services rapidly. Moreover, service quality issues may differ from one country to another and from one industry to another one. Therefore it is definitely essential to establish services quality scales which is relevant to the country and culture where the service is offered. The present investigate is a field study research that its objective is to measure, assess and analysis services quality and satisfaction of domestic gas consumers by establishing and applying an appropriate measurement tool in Grate Tehran Gas Company (which is the largest provincial company of National Iranian gas Company). Therefore this research is conducted in Tehran (Capital of Iran) with a 1000 volume sample size in order to identify and prioritize service quality dimensions and their gaps. After collecting the data, different statistical tests including paired t-test, Friedman test, variance analysis, structural equation model (regression model), ANOVA, KMO-Bartlet test by the SPSS and Lisrel software is applied. Research results indicate that the highest perceived gap is in reliability dimension and the lowest gap is related to assurance dimension. Also the regression model exhibit that these dimensions have significant impact on gas consumer's satisfactions. At last suggestions are offered to increase the quality of services and to promote customer satisfaction and reduce identified gaps.

ISSN 1653-0187 / ISRN LTU-PB-EX--07/063--SE / NR 2007:063