Evaluating the effective components on dimensions of quality in service organizations (A Fuzzy AHP Approach) Dehbidi Shahla Yousefia, Salimifard Khodakaramb, Abdollahzadeh Aliakbarc aMSc. Student, Production and Operation Management, Persian Gulf University, Bushehr, Iran bPhD., Assistant Professor, Industrial Management Department, Persian Gulf University, Bushehr, Iran cPhD. Student, Money and Credit, Armenia University, Armenia, Yerevan Online published on 20 February, 2014. Abstract The key to success of service organizations can be customer-based services and also the focus on the services quality. Due to the importance of services quality and its prominent effects on customer satisfaction, this question is always raised that how services quality can come to evaluate. The focus on the quality in all organizations that look for supremacy in services is one of the most important concerns of managers. Furthermore for the purpose of creating quality in an organization, it is required that some effective dimensions, which should be considered in presenting services, been paid attention to. By reviewing research literatures, dimensions and components of evaluating of services quality in banking industry are specified. So after defining dimensions they were classified, then these dimensions were presented to the bank staff and customers within questionnaires. The obtained results from this research showed that courtesy and politeness dimension existed among staff and customers had the highest score which indicates the importance of this dimension from the staff and customers’ viewpoint. The lowest score belonged to tangible requirements that both groups of participants had the same opinion. Top Keywords Dimensions of service quality, analysis of hierarchical phase (AHP), customer-based. Top |