Quarterly Scientific-Research Goljaam

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Zotero  

Asadi M M, barzegari M, mirghafoori H A, Sadeqi Z. A Subjective Evaluation of Carpet Department Using Fuzzy Logic. goljaam 2010; 6 (16) :97-110
URL: http://goljaam.icsa.ir/article-1-444-en.html

University is a learning institution that train students in economic, social and cultural fields and develop their professional skills which causes opportunities for their progress and prepares them to enter the working areas. The growth and spread of these institutions have led to the significance of customer-centered strategies and to improve their services. To this end, the ServQual methodology was applied to identify customer perceptions of the actual service received. However, a questionnaire consists of 5 dimensions and 27 questions used to collected the data. Finally, characteristics/quality components were prioritized with fuzzy-TOPSIS technique that meets the requirements of students as customers of the educational system. The results show that the quality of educational services are in medium level. Also, ranking of quality parameters demonstrate that visually appealing facilities and recording educational documents of students are the best and worst quality components, respectively. Some suggestions are made to improve the most significant quality parameters of educational services.