A comparative study of the relationship between service quality and organizational performance in public services

Document Type : Research Paper

Authors

1 MA degree in Industrial Management, Tarbiat Modares University

2 Assistant Professor, Tarbiat Modares University

Abstract

In providing services to public sectors, the service quality factors and the performance of providing organizations are much more crucial as the general public is the major recipient of public services and also the revenue and profit goals are largely changed in this regard. The literature review led the researcher to use balanced score card (BSC) as a comprehensive model for assessing organizational performance and also to use the SERVQUAL structure for evaluating the service quality. The scores of the service quality and organizational performance were calculated through Analytic Hierarchical Process (AHP) with a fuzzy approach and the relationship between service quality and organizational performance was examined. In this study, five governors of Yazd province were selected for the case study and were eventually ranked based on both service quality and organizational performance. The results revealed that there is a significant relationship between organizational performance and service quality. Also, a significant difference was observed between consumer perspective and provider perspective on both service quality and organizational performance.

Keywords

References

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