Creation and Improvement of the System of Customer Satisfaction in the Social Security in Iran according to SERVQUAL Model

Abstract

World economic market has entered the competitive era. In all over the world, commercial organizations and institutes try to take precedence of their competitors by offering unique advantages. One of the main changes in attitude toward improvement of quality in late decade of twentieth century was consideration of customer satisfaction as important component in quality management systems in all business institutes. In this research, Create and improve System of customer satisfaction in the Social Security in Iran According to SERVQUAL model, The research method is descriptive and survey and it is applied according to goals. The data were collected by questionnaire and observation of social security branches in Zanjan province. The questionnaire was tested by software SPSS and the data were analyzed by descriptive and inferential statistics. The results show that it can be claimed there is no significant difference between social security customers’ expectation on organization quality and their account on services quality in five dimensions. Also, %74.38 of offered services in this organization is confirmed according to expectations of insured and employer and real exceptions of insured and employer is %26 (based on 7) less than management inference about their expectations. Also, %70.51 of current performance of the organization can be measured by management inferred expectations. The employees of this organization can substantiate %71.13 of current performance standard. It was concluded that the organization stuff offer %69.65 of services that this organization obliged to offer.