بررسي كيفيت خدمات در دانشگاه آزاد اسلامي بر اساس مدل سرو كوال و QFD (مطالعه موردي دانشگاه آزاد اسلامي واحد علي آباد كتول)

Service Quality Study in Islamic Azad university, Based on Servqual Model and QFD: Islamic Azad University, Aliabad Katool Branch

The background of quality measurement in Service Organization is less than 20 Years. The present research using Servqual Model, Evaluates the Quality of Islamic Azad Universityʹs Services (the case study in Aliabad katool Branch) from the following five aspects: 1. The Appearance and organization facilities or physical dimensions 2. Reliability of supplied services 3. Accountability rate 4. Method of service quality guarantee 5. Empathy or understanding the customer Furthermore, using QFD technique, the present research is to determine the characteristics of services based on customerʹs need. Research type is applied and research Method is survey, descriptive and inferential. 361 subjects we selected from a pool of 6000 persons. Using Books, magazines, questionnaires and interviews, the necessary information was obtained and descriptive and inferential statistics were used to analyze information. The result showed a gap in all standards of Servqual. The gaps (from lowest to highest) are tangibles factors, reliability, empathy, confidence and accountability.