Assessing and improving services’ quality based on quality management models
نویسنده
چکیده
Services should be directed towards meeting the actual and potential requirements of customers with maximum efficiency, especially under increased competition. It is therefore necessary to focus on the knowledge and anticipation of market requirements, to adjust the services’ supply to meet the current and future needs of customers. Considering these aspects, the research conducted through the paper has combined two of the quality management models – GAPS model and SERVQUAL designing and developing a new model for improving services quality. Key-Words: service, quality, quality management, improvement, GAPS Model, SERVQUAL, new model
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