اندازه‌گيري رضايت مشتركين از كيفيت برق براساس مدل تلفيقي كانو- سروكوال (مطالعه موردي‌)

A Framework for Measuring Customer SatisfacUon of Electric Power Quality Based on Inlegrated SERVQUAL· Kano Model (Case Study)

Nowadays. owing to the increasing market compeunon. orgamzanons Oil.ʹ 111)( salely concerned ohaut continuous improvement as a Iactor tormaintaining and developing competitive edge. mere is a need to begin a strategic ami systematic move towards innovation, If organizations want to have happy customers. they should try to sati,~tY their customers through providing the desired services. To achieve Ih"Iʹ purpose, HʹI>llgJlizing service quality based on customersʹ opinions and giving priority to the attributes throuf!,h new methods of service quality ussessment, is an essential issue, This paper examines the issue of measuring customer sanstaction in tW() sections: in the first section, after introducing two papillar models for assessing customerʹs satisfaction - SERVQUAL and Kana models- based on literature "eview, integrated approach involving SERVQlJAL and Kana model, is proposed. Then in the second section, the methodology of measuring lʹ/JslOmerʹs satisfactions is explained based 011 integrated model m Electric Power Industry- a case study: in lʹNEEDC and(inallv suggestions are pravidvd for the company ill order to improve electricity customersʹ relationship. This jJaper aims to help oreauizauons to measure customer ʹs satisfactions, to take crucial steps 10 improve their weak attributes, and to expedite the dewtopmens ofinnovative services through recognizing the attractive attributes 10be embedded into their future services.