Volume 4, Issue 3 (2014)                   ORMR 2014, 4(3): 49-69 | Back to browse issues page

‎ 20.1001.1.22286977.1393.4.3.1.9

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Morovati Sharifabadi A, Peirow S. Internal service quality measurement and improvement: integrated approach Performance Control Matrix (PCM) and Rough Set Theory. ORMR 2014; 4 (3) :49-69
URL: http://ormr.modares.ac.ir/article-28-1059-en.html
Internal service quality measurement and improvement: integrated approach Performance Control Matrix (PCM) and Rough Set Theory
Ali Morovati Sharifabadi 1, Saeed Peirow2
1- Assistant Professor, Faculty of Economics, Management and Accounting, University of Yazd, Iran
2- . M. A, Faculty of Economics, Management and Accounting, University of Yazd, Iran
Abstract:   (10796 Views)
Internal service quality and its role and importance in developing and increasing HR efficiency has considered by most managers in recent decades. The present study sought to examine the internal service quality of Yazd Regional Electric and chooses a proper strategy improving the quality of local services in the organization as a result. This study is an applied one and is based on survey method. Data were collected from 26 components questionnaires. Research community included staff of the organization. Also, the sample size were calculated using the initial questionnaire and Cochran's formula. Performance control matrix used to identify components are needed to be improved. Also, in order to prioritize improving measures, Rough set theory is used. Data analysis show that there are 6 criteria needed to improve. So, these criteria prioritized using RST.      
Keywords: Key Words: Internal Service Quality, Performance Control Matrix (PCM), Internal Customer, Rough Set Theory
Full-Text [PDF 252 kb]   (3115 Downloads)    
Article Type: scientific research | Subject: -
Received: 2014/03/9 | Accepted: 2014/10/6 | Published: 2015/02/20
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