Evaluating the Export Guarantee Fund Service Quality of Iran andIts Impacts on Attracting the Exporters

In view of management and organization discussions, Guarantee Fund is serviceorganizations which are generally in charge of servicing different classes ofpeople in the society. Providing the ultimate goal of society is offering highquality services, it is obvious that all organizational components such asmanagement, staff, process, financial and monetary sources, equipment andbuilding are effective in achieving this goal. Quality will be defined publicly andgenerally and achieving, maintaining and promoting it won’t be theresponsibility of a particular part of Fund, rather the staff of all parts oforganization are responsible for it. Quality is a compass specifying the macrodirectionsof all organizational activities and attempts. The quality of a Fundrepresents the whole picture of the performance of that Fund. The reduction ofthe quality shows a deficit in performance and its improvement andenhancement shows right decision making and performance. The current studyevaluates the quality of service of export Guarantee fund of Iran and its impacton attracting exporter’s by using SERVQUAL model. Assumptions discussed inthe paper are the following: SERVQUAL dimensions (Reliability,Responsiveness, Tangibles, Assurance, Empathy) are impact on consumersattract. Guarantee Fund customers are elected as the population and accordingto Cochran formula for determining the volume of limited Data the sample sizeis 191, in the first 6 months half of the period 1392 to collect opinions of thepeople. Data collected using SERVQUAL questionnaires and structuralequation modeling (SEM) in Lisrel software was used for data analysis. Theresults showed that all hypotheses are supported and Responsiveness andReliability has the greatest and minimum impact on Attracting Customers.