بررسي كيفيت خدمات و رابطه آن با اثربخشي

A Service Quality Survey and its Relationship to Effectiveness

Regarding the increasing role of governmental organizations in economic areas and the importance of quality in competitive fields, the service quality is known as one of the key pivots of competition. Therefore, the governmental organizations should acquire new approaches to evaluate their quality. The main goal of this study is to examine the service quality and its relationship to effectiveness of Mazandaran Jahad- Keshavarzi. The present study, concerning its goal, is applied and used research plan is descriptive / surveying. The statistical population covers all the aforementioned organization clients and the sampling method is cluster- phases. The sample size was determined 384 persons using Morgan table. Data collection was performed in library and field method and the measurement tool was questionnaire. For analyzing, descriptive statistics and inferential statistics (T-test, chi-square test and Pearson) were used by SPSS statistical software. The research findings at 95% confidence level are as follows: There is a significant difference between the clientes expectations of the organizations service quality and their perception. There is a significant relationship between exerting service quality and organizations effectiveness. There is a significant difference between the dimensions of responsiveness, reliability and assurance to effectiveness, while there was no significant relationship between tangibles and empathy to effectiveness.