Internal service quality measurement and improvement: integrated approach Performance Control Matrix (PCM) and Rough Set Theory

Authors
Ali Morovati Sharifabadi 1
Saeed Peirow 2
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
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
 
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Organizational Resources Management Researches
Volume 4, Issue 3
December 2014
Pages 49-69