[Home ] [Archive]   [ فارسی ]  
:: Current Issue :: Search :: Submit an Article ::
Main Menu
Home
Journal Information
About the Journal
Aims & Scopes
Editorial Board
Indexing & Abstracting
Archive
All Issues
Current Issue
For Authors
Author's Guide
Reference Guide
Authorship Criteria
Submit an Article
Principle of Transparency
Publication Ethics Statement
Open Access Statement
Copyright
Contact us
::
Search in website

Advanced Search
..
Registered in


AWT IMAGE

..
:: Volume 28, Issue 2 (2013) ::
GeoRes 2013, 28(2): 127-140 Back to browse issues page
Determine the Quality Gap in the Services Provided by the Municipality (Case Study: Mashhad)
Rostam Saberifar *
Payam noor University, Mashhad Unit
Abstract:   (2930 Views)
The gap between supplied services and people’s expectations is a fundamental problem upon the connection between municipality and citizens. The main objective of this research is to survey the synchronization measure of supplied services by Mashhad’s municipality toward Mashhad citizens’ expectations. Descriptive and Analytical Methods are implemented in this research. Chosen Sample contains 724 of Mashhad citizens; their views are asked in five levels: Tangibles، Assurances، Reliability، Responsibility، and empathy. Collected data were analyzed using the SPSS software. The results show that there is a gap between supplied services and people’s expectations. The most gap refers to empathy (-1.65) and the least gap refers to physical (-1.44). Really، in all aspects a meaningful difference can be seen between facts and expectations (P-0.000). Whereas the citizens who enjoy a higher literacy and income، they have evaluated the services gap more That the others (P<0.01). For this reason، it is suggested moreover to regard major and long-termed policies، improve in staff’s training and skills، services supplier factors، and devote more credit to prioritized services in order to improve services quality
Keywords: Civil Managers, expectations, services, citizens, Mashhad City
Full-Text [PDF 325 kb]   (1159 Downloads)    
Article Type: Original Research | Subject: Special
Received: 2018/05/14 | Accepted: 2018/05/14 | Published: 2018/05/14
Send email to the article author

Add your comments about this article
Your username or Email:

CAPTCHA


XML   Persian Abstract   Print


Download citation:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:

Saberifar R. Determine the Quality Gap in the Services Provided by the Municipality (Case Study: Mashhad). GeoRes 2013; 28 (2) :127-140
URL: http://georesearch.ir/article-1-478-en.html


Rights and permissions
Creative Commons License This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Volume 28, Issue 2 (2013) Back to browse issues page
تحقیقات جغرافیایی Geographical Researches
Persian site map - English site map - Created in 0.05 seconds with 40 queries by YEKTAWEB 4645