چكيده لاتين :
The issue of customer satisfaction has been paid less attention in our organizations. Due to increasing growth of service industries and their roles in national economy of countries, providing high quality services, is considered as one of important challenges of organizations. One of the most sensitive steps taken, in attracting and satisfying the needs of customersʹ, is to establish a dynamic information mechanism and feedback process between organizations and customers. The effectiveness of such mechanism is considered as a determinant factor in organizational success and obtaining a powerful competitive leverage.
In the current study, the service organization is studied comparatively, from the service providers and receivers view and then, the probable gaps between organizationsʹ and customersʹ perceptions from the quality of offered service are analyzed. Finally, the gap of organizationʹs current performance and its ideal performance is evaluated and some suggestions are presented to omit this gap.
