Title: Expectations and perceptions of personnel service transportation based on weighted ServQual - a case study of Saipa Press Company

Authors: Sadegh Beiki Shalmani; Mohammad Amin Javadi; Abbas Torabian

Addresses: School of Industrial Engineering, Islamic Azad University, South Tehran Branch, Tehran, Iran ' School of Industrial Engineering, Islamic Azad University, South Tehran Branch, Tehran, Iran ' School of Industrial Engineering, Islamic Azad University, South Tehran Branch, Tehran, Iran

Abstract: Currently, quality of services not only in service firms but also in manufacturing ends show obvious and significant advantages in reduction of production costs and increase of profit. The present paper aims to find major measures of ServQual model changed-factors based on the weight model in domain of employees' transportation services. Due to outsourcing of this section, the aspects of ServQual method in modified six dimensions were assessed. Thirty-five measures within six aspects of modified ServQual were considered and two questionnaires were used to evaluate levels of expectations and perceptions. 230 questionnaires from both types were distributed and 153 questionnaires were collected. With performing factor analysis, variables that have weights less than 0.6 are excluded. In the following, by evaluating gap analysis in all dimensions, it was cleared that the gap in two dimensions, were significant and some solutions were consequently recommended which can be a proof for future decisions about improving quality of employees' transportation services.

Keywords: weighing scores; factor loading; T-test; hypotheses test; KMO test; gap analysis; personnel transport; employee transport; transport services; weighted ServQual; QoS; quality of service; outsourcing.

DOI: 10.1504/IJISE.2014.065618

International Journal of Industrial and Systems Engineering, 2014 Vol.18 No.4, pp.467 - 482

Received: 07 Mar 2013
Accepted: 04 Jul 2013
Published online: 07 Nov 2014 *

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