سال انتشار: ۱۳۸۶

محل انتشار: پنجمین کنفرانس بین المللی مدیریت

تعداد صفحات: ۱۷

نویسنده(ها):

Seyyed Ali Aghamiri – MSc Student Lulea University (Sweden) and Tarbiat Modares
Dr.Amir Nasseri – Associate Prof. Of Engineering Faculty Tarbiat modares University
Prof.Peter Naude – professor of Marketing Faculty of Management University of Manchester (England)

چکیده:

Purpose- Service quality issues may differ from one country to another and from one industey 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 survey is a field study research that its objective is toassess and analysis service quality and satisfaction level of domestic gas consumers in Great Tehran Gas Company (GTGC) by establishing and applying an appropriate measurement tool and to determine the quality of offered services through Great Tehran Gas Compay, Which is the largest provincial gas company in Iran and is one of the sub-companies of National Iranian Gas Company (NIGC).In order to approach to the purpose of this research, the authors have attempted to response to the following Questions:1-Do the services quality dimensions has significant and positive effects on satisfaction of domestic gas subscribers? 2-Is there a significant difference between desirable and available conditions of services quality in Great Tehran Gas Company? 3-Are dimensions of the ServQual model proper for gas industry of iran or should we adapt this instrument? In other words do we need alternative method of measuring service quality in gas companies of Iran?4- Are domestic gases consumers of Tehran satisfy from the offered service by GTGC?D