Authors : Seyed Mehdi Hosseini and Nasrin Moradi
Abstract: This study aims to assess clients’ satisfaction with the branches of Taamin Ejtemaei Organization based on SERVQUAL Model. Current study is applicable in terms of objective and is descriptive-survey in terms of method. Population is the clients of Taamin Ejtemaei Organization in the area of Tehran and receives its services. Sampling approach was random and sample size was estimated 384 according to Morgan table. As sampling, 8 branches selected randomly among 32 branches of Taamin Ejtemaei Organization. To collect data, the standardized questionnaire of SERVQUAL was employed. The questionnaire was presented in terms of 22 pared-item using Likert scale. Since, the questionnaire was standardized, its validity is acceptable and its reliability was confirmed by Cronbach’s coefficient. All the coefficients were more than the cut-off value of 0.7. To analyze data, non-parametric binomial test was conducted using SPSS software. The spectrum of answers had a 7.1 in which the mean was considered 4 and test ratio was 0.4 or 0.57. The results indicated that the satisfaction level of clients with service quality was average for reliability, above average for tangibles, below average for empathy, above average for assurance and above average for responsiveness.
Seyed Mehdi Hosseini and Nasrin Moradi, 2016. Assessment of Clients’ Satisfaction with the Branches of Taamin Ejtemaei Organization Based on SERVQUAL Model. International Business Management, 10: 2243-2248.