ارزيابي كيفيت خدمات و رضايتمندي ارباب رجوع با استفاده از الگوي سروكوال

Assessing the service quality and customersʹ satisfaction using SERVQUAL

The success of all institutes and organizations no matter the service one or productive one governmental or non_ governmental depend on different factors one of which is customers satisfaction. In order to achieve in organization. Now a days satisfying the custamers is one of necessary factors in quality management systems. The different characteristics of services result in complexities in services quality evaluation and its improvement. This needs to a useful tool for evaluating the quality of a product. So considering the improvement in services qualities is necessary. Not using the scientific methods in evaluating and improving quality inefficient usage of social capitals and poor policy in public acts will result in poor service quality. In this paper, the service and quality will be defined then we will present some of service quality domains like service quality in public sector (SERVQUAL Model) the relation between service quality and castomers, satisfaction in police section.