Soheila Fazli - Faculty of Industrial and Mechanical Engineering, Qazvin Branch, Islamic Azad University, Qazvin, Iran. Manouchehr Omidvari - Faculty of Industrial and Mechanical Engineering, Qazvin Branch, Islamic Azad University, Qazvin, Iran. Ahmad Sadeghi - Faculty of Industrial and Mechanical Engineering, Qazvin Branch, Islamic Azad University, Qazvin, Iran.
Today, the modern age is mentioned as the quality stage and the quality is viewed as one of the most important competitive advantages for most of the organizations in order to promote the profitability, to reasonably reduce the costs, to maintain and to increase market share to boost customer satisfaction and to find new methods for a growing improvement of the quality of their products and services. On the other hand, due to the fact that quality has been defined as" what the customer wants", in order to boost customer satisfaction, first the quality needs to be measured in customers views by using a valid and comprehensive tool. Next, it would be considered within the improvement plans for the future. Here, the aim is to measure and to prioritize the factors influencing on the quality of the services provided by the treatment division of the social security organization (Case study: Shahid Mehdi Shariat Razabi Hospital). To do so, five aspects of SERVQUAL (reliability, responsiveness, assurance, empathy, tangibility) were used to analyze the gap of service quality based on the difference between the expectations and perceptions of the customers, with respect to the proposed model, five hypotheses will be provided which, in consequence, testing the hypotheses showed that all of the five aspects have negative gaps. Then by using FAHP process, the factors influencing the services quality will be prioritized which could be provided to the respective organizations as a Strategy.
Soheila Fazli, Manouchehr Omidvari, Ahmad Sadeghi, A Model Ffor Prioritization of Social Security Home Health Services with Servqual Fahp (case Study Shariat Razavi Hospital), Journal of Mathematics and Computer Science, 13 (2014), no. 2, 115-123
Fazli Soheila, Omidvari Manouchehr, Sadeghi Ahmad, A Model Ffor Prioritization of Social Security Home Health Services with Servqual Fahp (case Study Shariat Razavi Hospital). J Math Comput SCI-JM. (2014); 13(2):115-123
Fazli, Soheila, Omidvari, Manouchehr, Sadeghi, Ahmad. "A Model Ffor Prioritization of Social Security Home Health Services with Servqual Fahp (case Study Shariat Razavi Hospital)." Journal of Mathematics and Computer Science, 13, no. 2 (2014): 115-123
