Application of SERVQUAL, Kano model, and QFD technique in service quality management in Ahwaz electronic force dispensation company

Present research investigates the service quality in Ahwaz electronic dispensation company, utilizing the SERVQUAL, Kano model and QFD technique. Research population is all suppliants of the Ahwaz electronic dispensation company, out of which 385 were sampled, using the convenience sampling method. The results of the information collection and analysis regarding five dimensions of service quality in SERVQUAL model show that in all of the five dimensions, the perceived quality is always less than the expected quality. The most important of these dimensions has been found to be tangible, after which the assurance, reliability, empathy, and responsiveness are the next. After the gap analysis, SERVQUAL attributes were entered into Kano model and basic attributes were chosen. These basic attributes were utilized in HoQ s rows as the main needs of the suppliants in this company. Then, QFD team determined 12 service quality requirements as the columns of HoQ and after analysis; these requirements were identified as the essential service quality requirements in Ahwaz electronic dispensation company.

Keywords:

SERVQUAL , KANO model , QFD , Ahwaz electronic dispensation company