• P-ISSN 0974-6846 E-ISSN 0974-5645

Indian Journal of Science and Technology


Indian Journal of Science and Technology

Year: 2012, Volume: 5, Issue: 12, Pages: 1-10

Original Article

Investigation on Relationship between Service Quality and Customer Satisfaction (Case-study in Iranian ShahidRajayi Port)


The nature of the services is that, the customer himself involves in the process of service providing. This means that the customer’s perception of the quality is not only affected by the output service, but it is affected by the process of service providing as well. This study aims to assess the customer’s satisfaction of the offered services in Iranian Shahid Rajayi Port and to investigate the relation between such satisfactions with the dimensions of services quality. This research was conducted in Iranian Shahid Rajayi Port on 2011 as a descriptive survey. In this regard, a sample of 216 customers was selected. To analyze the data, the researchers used the mean, standard deviation, and Pearson correlation coefficient. In the area of satisfaction of overall services quality, the lowest mean belonged to the shipment companies, and the highest mean belonged to the investor companies. The correlation coefficient between customer’s general satisfaction and the dimensions of service quality was confirmed for the variables of tangible factors, responsiveness, and accessibility; and it was confirmed for the dimensions of trust, knowledge, satisfaction, and recovery. The results of the mean shows that the goods owners and shipment companies are dissatisfied (or relatively dissatisfied) with all dimensions, and the investor companies are satisfied with the tangible factors, knowledge, accessibility, but dissatisfied with the other factors. So the managers and policy makers can use the findings and results of this research to re-assign the resources and planning new strategies to improve the service quality.
Keywords: Customer Satisfaction, Dimensions of Service Quality, Service Quality, Shahid Rajayi port.


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