Internal service quality by integrated approach Performance Control Matrix (PCM) & Importance-Satisfaction Model (Studied in Yazd Regional Power Company)
Today, the internal service quality as one of the most important factors affecting the recruitment and retention of staff is considered. The present study sought to examine the internal service quality of Yazd Regional Electric, finally, select appropriate strategies to improve the quality of local...
| Main Authors: | , |
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| Format: | Article |
| Language: | fas |
| Published: |
University of Isfahan
2016-02-01
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| Series: | مدیریت تولید و عملیات |
| Subjects: | |
| Online Access: | http://uijs.ui.ac.ir/jpom/browse.php?a_code=A-10-714-1&slc_lang=en&sid=1 |
| _version_ | 1797765248137035776 |
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| author | Saeid Peirow Gholamreza Bordbar |
| author_facet | Saeid Peirow Gholamreza Bordbar |
| author_sort | Saeid Peirow |
| collection | DOAJ |
| description | Today, the internal service quality as one of the most important factors affecting the recruitment and retention of staff is considered. The present study sought to examine the internal service quality of Yazd Regional Electric, finally, select appropriate strategies to improve the quality of local services in the organization. The application of this study is base on survey method.Data were collected from questionnaires to evaluate the 26 components of internal service quality of Yazd Regional Electric, has been used. Research community is the staff of the organisation.Also, the sample size, the initial questionnaire was distributed according to Cochran's formula is calculated.In order to analyze research data, the model is important - satisfaction and performance control matrix to identify those components that are used need to be improved.Also, in order to prioritize measures to improve employee satisfaction index is used. Data analysis using above tools show, 8 criteria are in improvment area. So, these criteria are prioritized with ESI. |
| first_indexed | 2024-03-12T20:08:21Z |
| format | Article |
| id | doaj.art-219cee665cf246f09f6820dd3d8ac702 |
| institution | Directory Open Access Journal |
| issn | 2251-6409 2423-6950 |
| language | fas |
| last_indexed | 2024-03-12T20:08:21Z |
| publishDate | 2016-02-01 |
| publisher | University of Isfahan |
| record_format | Article |
| series | مدیریت تولید و عملیات |
| spelling | doaj.art-219cee665cf246f09f6820dd3d8ac7022023-08-02T01:55:09ZfasUniversity of Isfahanمدیریت تولید و عملیات2251-64092423-69502016-02-01627994Internal service quality by integrated approach Performance Control Matrix (PCM) & Importance-Satisfaction Model (Studied in Yazd Regional Power Company)Saeid Peirow0Gholamreza Bordbar1 Yazd University Yazd University Today, the internal service quality as one of the most important factors affecting the recruitment and retention of staff is considered. The present study sought to examine the internal service quality of Yazd Regional Electric, finally, select appropriate strategies to improve the quality of local services in the organization. The application of this study is base on survey method.Data were collected from questionnaires to evaluate the 26 components of internal service quality of Yazd Regional Electric, has been used. Research community is the staff of the organisation.Also, the sample size, the initial questionnaire was distributed according to Cochran's formula is calculated.In order to analyze research data, the model is important - satisfaction and performance control matrix to identify those components that are used need to be improved.Also, in order to prioritize measures to improve employee satisfaction index is used. Data analysis using above tools show, 8 criteria are in improvment area. So, these criteria are prioritized with ESI.http://uijs.ui.ac.ir/jpom/browse.php?a_code=A-10-714-1&slc_lang=en&sid=1Internal service quality Performance Control Matrix (PCM) Employee Satisfaction Index (ESI) Internal Customer |
| spellingShingle | Saeid Peirow Gholamreza Bordbar Internal service quality by integrated approach Performance Control Matrix (PCM) & Importance-Satisfaction Model (Studied in Yazd Regional Power Company) مدیریت تولید و عملیات Internal service quality Performance Control Matrix (PCM) Employee Satisfaction Index (ESI) Internal Customer |
| title | Internal service quality by integrated approach Performance Control Matrix (PCM) & Importance-Satisfaction Model (Studied in Yazd Regional Power Company) |
| title_full | Internal service quality by integrated approach Performance Control Matrix (PCM) & Importance-Satisfaction Model (Studied in Yazd Regional Power Company) |
| title_fullStr | Internal service quality by integrated approach Performance Control Matrix (PCM) & Importance-Satisfaction Model (Studied in Yazd Regional Power Company) |
| title_full_unstemmed | Internal service quality by integrated approach Performance Control Matrix (PCM) & Importance-Satisfaction Model (Studied in Yazd Regional Power Company) |
| title_short | Internal service quality by integrated approach Performance Control Matrix (PCM) & Importance-Satisfaction Model (Studied in Yazd Regional Power Company) |
| title_sort | internal service quality by integrated approach performance control matrix pcm importance satisfaction model studied in yazd regional power company |
| topic | Internal service quality Performance Control Matrix (PCM) Employee Satisfaction Index (ESI) Internal Customer |
| url | http://uijs.ui.ac.ir/jpom/browse.php?a_code=A-10-714-1&slc_lang=en&sid=1 |
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