Provider-customer perceptions in service quality: A Gap analysis at Ishik University, Sulaimani

It is known that the service quality is the main parameter of every service providing organization to survival. Thus, the organizations must evaluate their service quality periodically and plan for the improvement. While evaluating their service quality, companies shouldn’t rely only on the end users but also the gap between what the customers perceives differ from what the providers do. The study aims to compare the service providing perceptions of department/unit managers and the service quality evaluations of students at private universities. To do this, we have used the ServQual survey questionnaire to all service providing academic and administrative units of Tishk International University (Formerly known as Ishik University). The data has been collected in two phases; first is from all managers and the working staff of the academic/administrative unit and the second is from the students for each unit that they receive service from. Those departments were cafeteria, students’ affairs, dean of students, academic department of student, and accounting unit. Based on the results, we have given some suggestions to the administration

Estrategias de operaciones de evaluación comparativa a través del modelo híbrido: Un estudio de caso del sector de café-restaurante

The aim of this research was to benchmark operations strategies among café-restaurants. The hybrid model has been employed to propose benchmarking. SEM has been initially used to detect the market expectations from the customers. Obtained regression coefficients have been normalized and integrated with the VIKOR method to benchmark the café-restaurants’ operations strategies. This hybrid method is a pioneer one which detects the changes in the market from the customers and benchmarks the alternatives using the VIKOR method.El objetivo de esta investigación fue comparar estrategias de operaciones entre cafeterías y restaurantes. El modelo híbrido se ha empleado para proponer benchmarking. SEM se ha utilizado inicialmente para detectar las expectativas del mercado de los clientes. Los coeficientes de regresión obtenidos se han normalizado e integrado con el método VIKOR para comparar las estrategias de operaciones de los cafeterías. Este método híbrido es pionero y detecta los cambios en el mercado por parte de los clientes y compara las alternativas con el método VIKOR