Evaluating the Effect of Establishment of Quality Management System on Customer Satisfaction Using SERVQUAL Technique

Abstract

Quality is a familiar term on which many explanations exist. But the common aspect of all definitions contains "adopting the product/service with customer expectations and satisfactions. In the other words, quality is achieved when the product or service resolve the expectations of both internal and external customers. Quality is started from customer and any focus on product/service without noticing the customer's interest will not lead to quality. Therefore, the requirements of customers must be searched and products/services must be offered according to such requirements (Soudabe Saraei and AmirM.Amini: 2012). In fact, each organization is established in order to overcome some social requirements of people and can choose total quality management as the change strategy model. In this paper, the establishment of quality management system with customer satisfaction is evaluated. The level of customer satisfaction on quality after the establishment of system has been measured using Servqual Technique. According to nature of the subject, this paper is correlation-descriptive, and questionnaire has been used for collecting data. Pearson and Tau-Kendal tests were applied for data analysis via SPSS Software. The results show that there is a significant relation between quality dimension and customer satisfaction. [PUBLICATION ABSTRACT]