Prioritisation of departments based on service quality dimensions in Isfahan Steel Company: A multiple criteria decision making approach

Abstract

Customer satisfaction depends on service quality and service quality in turn is dependent on personnel satisfaction. Personnel satisfaction is also dependent on internal service quality (ISQ) among departments. In this study, the ISQ of service departments has been assessed in Isfahan Steel Company (ISC). For this purpose, service quality gaps are evaluated based on the standard SERVQUAL instrument, the ISQ is measured and analysed at transportation, restaurant and socio-cultural departments of the company. TOPSIS Technique has been used to prioritise service quality gaps. Findings imply that there is a significant gap between perceived and expected quality in the studied service departments. Also, socio-cultural and transportation departments have had the highest and lowest ranks, respectively. In addition, tangibles, empathy, responsiveness, assurance and reliability dimensions have had the highest to the lowest priorities in the service departments of ISC. Copyright © 2013 Inderscience Enterprises Ltd.