مدلي براي اندازه گيري كمي كيفيت خدمات

A New Approach to Measure Quality of

در سالهاي اخير مقوله كيفيت خدمت، به ويژه در صنعت هتل داري اهميت چشمگيري پيدا كرده است. ضرورت توجه به نقش مشتري در ادامه حيات هتل ها موجب شده است كه تصميم گيران و برنامه ريزان، ايجاد يك نظام خدمت رساني كه قادر به تامين نيازها و تمايلات مشتري در تمام مدت حضور در هتل باشد را در دستور كار خود قرار دهند. خدمات و كيفيت آن هم اكنون به هسته مركزي مطالعات و بررسي هاي مديران و پژوهشگران اين بخش تبديل شده است. نظريه هاي پويا و مدل هاي مفهومي بسياري به منظور تدوين اصولي براي تشريح شيوه عمل ارايه خدمات به ديگران و بهره گيري از خدمات ارايه شده توسط ديگران پيشنهاد شده اند. در هر صورت اين دانش يك الزام اجتناب ناپذير براي ارزيابي كيفيت خدمات به شمار مي رود. در اين مقاله تلاش مي شود يك ابزار بر خط براي كنترل فاصله بين كيفيت مورد انتظار و كيفيت مشاهده شده يك خدمت پيشنهاد شود. منظور از اصطلاح بر خط، ارزيابي خدمت در طول فرايند ارايه آن است. ابداع اصلي در اين روش، تدوين دستور العمل اجرايي جمع آوري داده ها و نحوه پردازش آنها است.

Service industry has identified the customer or user as the most critical voice in assessing service quality. What are the costs behind supporting customer satisfaction? What are some of the issues you've had to address around customer-level satisfaction and how have you overcome them? These are the main questions that have been discussed in this paper. In this paper we outline an overall approach for measuring service quality that differs substantially from the conventional paradigm. The conventional attitude-based approach relies on assumptions about the link between evaluations of service quality and subsequent behavior which are not supported by the substantive body of research findings. This paper explains a different approach which looks directly at service provision by using descriptive measures and seeks to relate these to observed buying behaviors. The approach has been trailed across a number of service categories with promising results. After a discussion of the differences between different methods, a quality perception measurement instrument for the company is developed and applied to a sample of railroad company clients. Considering the importance of this item, tended to write the article that not only clarifies the side effects and results of tourism on development , but describes positive effects of cultural interaction as well as familiarizing ways and introduces the religious identity . In the field of tourism between the two most important religions "Islam & Christianity " made a survey about finding some ways to gain the contemplate and common comprehension. Also mentioning existent problems and difficulties , tried to demonstrate the last achievements . existing statistical data , and research results and finally have an extended discussion on solutions and suitable suggestions for clarifying methods of the industry ' s negative effects on the base of non - cultural relationships . Wishing to obtain a successful trend in deepening Peace & Friendship. principles between these two divine religions in order to clarify the tourism common points .