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Prioritizing internal service quality dimensions using TOPSIS Technique (With a case study in Isfahan Steel Mill Co.)

By Elham Mehrparvar, Arash Shahin and Hadi Shirouyehzad


Nowadays, the customer satisfaction is the major duties and responsibilities of organizations management. On the other hand, employees as the internal customers play a vital role in the organizations ’ achievement. So, organizations should try to determine their staff’s needs to maintain, improve and enhance service quality and attract their satisfaction. In this regard, the present study has assessed the internal service quality (ISQ) of service units in Isfahan Steel Mill Company. To do so, by using the standard questionnaire of SERVQUAL model and based on the model of service quality gap, the internal service quality in several units are measured and service quality gap is determined in the five dimensions of service quality. In following, the TOPSIS Technique is used to prioritize the service quality dimensions based on the given gap. According to the given results, there is a meaningful gap between the perceived and desired quality in the service units. In addition, based on the prioritizing of service quality dimensions by TOPSIS Technique, the tangible and reliability dimensions respectively had the highest and lowest priority in the service units of aforementioned company

Topics: Internal service quality, Internal customer, SERVQUAL, TOPSIS technique
Year: 2016
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