فهرست:
فهرست مطالب
عنوان صفحه
فصل اول :کلیات پژوهش
مقدمه
بیان مسئله تحقیق ....................................................................................................................................................3
بیان اهمیت انجام تحقیق ..........................................................................................................................................4
اهداف تحقیق ..........................................................................................................................................................5
1-3-1 هدف اصلی ..........................................................................................................................................................5
1-3-2 اهداف فرعی .........................................................................................................................................................5
چهارچوب نظری تحقیق ............. ...........................................................................................................................6
مدل تحقیق .............................................................................................................................................................9
فرضیات یا سؤالات تحقیق .....................................................................................................................................9
روش تحقیق ..........................................................................................................................................................10
جامعه آماری ........................................................................................................................................................11
قلمرو تحقیق ........................................................................................................................................................11
1-9-1 قلمرو زمانی .......................................................................................................................................................11
1-9-2 قلمرو مکانی .......................................................................................................................................................11
1-9-3 قلمرو موضوعی ..................................................................................................................................................11
روش و ابزار گردآوری داده ها ............................................................................................................................11
تعریف مفاهیم اساسی پژوهش ..............................................................................................................................12
فصل دوم : چهارچوب نظری پژوهش
مقدمه
کیفیت ، خدمات و کیفیت خدمات........................................................................................................................16
2-1-1 مفهوم کیفیت.......................................................................................................................................................16
2-1-2 خدمات؛ تعاریف و ویژگی ها.............................................................................................................................17
2-1-2-1 ویژگی های خدمات..................................................................................................................................18
2-1-2-2- آمیخته بازاریابی خدمات.........................................................................................................................19
2-1-3-کیفیت خدمات..................................................................................................................................................23
2-1-3-1-مفهوم کیفیت خدمات..............................................................................................................................23
2-1-3-2-عوامل مؤثر بر انتظارات مشتری...............................................................................................................24
2-1-3-3- اهمیت کیفیت خدمات...........................................................................................................................25
2-1-4- عوامل تعیین کننده کیفیت خدمات..................................................................................................................28
2-1-4-1- مدل گرونروز........................................................................................................................................28
2-1-4-2- مدل لهتینن و لهتینن..............................................................................................................................31
2-1-4-3- مدل پاراسورامان...................................................................................................................................32
2-1-4-4- مدل نظام مبادله ای کیفیت خدمات........................................................................................................35
2-1-5- مدل های مفهومی کیفیت خدمات...................................................................................................................37
2-1-5-1- مدل سلسله مراتبی کیفیت خدمات.........................................................................................................37
2-1-5-2- مدل تحلیل شکاف های پنج گانه کیفیت.................................................................................................38
2-1-5-3- مدل بهبود کیفیت خدمت رسانی............................................................................................................39
2-1-5-4- مدل تحلیلی شکاف های هفت گانه کیفیت.............................................................................................41
2-1-5-5- مدل رفتاری کیفیت خدمات...................................................................................................................42
2-1-5-6- مدل کیفیت خدمات جامع......................................................................................................................44
2-1-6-تشریح مدل شکاف های پنج گانه کیفیت خدمات.............................................................................................45
2-1-6-1- اختلاف بین انتظارات مشتری و استنباط مدیریت سازمان........................................................................45
2-1-6-1- شکاف بین استنباط مدیریت سازمان از انتظارات مشتریان با مشخصات کیفیتی خدمات عرضه شده .......47
2-1-6-3- تفاوت بین مشخصات کیفیتی خدمات و نحوه ارائه خدمت....................................................................49
2-1-6-4- عدم مطابقت بین نحوه ارائه خدمت با تبلیغات و تعهدات.......................................................................51
2-1-6-5- تفاوت بین انتظارات و ادراکات مشتریان................................................................................................52
2-1-7- سنجش کیفیت خدمات و مدل کیفیت خدمات................................................................................................53
2-1-8-کیفیت خدمات و مفاهیم مرتبط........................................................................................................................56
2-1-8-1-کیفیت خدمات و رضایت مشتری............................................................................................................56
2-1-8-2- ارتباط بین خدمات و رضایت مشتریان....................................................................................................57
2-1-8-3-کیفیت خدمات و وفاداری مشتریان..........................................................................................................58
رضایتمندی مشتری..............................................................................................................................................60
2-2-2- مفهوم رضایت مشتری.................................................................................................................................61
2-2-3- روش های اندازه گیری رضایت مشتری......................................................................................................65
2-2-3-1-روش های عینی..................................................................................................................................65
2-2-3-2- روش های نظری یا مفهومی...............................................................................................................66
2-2-4- مدل های اندازه گیری رضایت مشتری.......................................................................................................66
2-2-4-1- مدل کانو...........................................................................................................................................66
2-2-4-2- مدل فورنل........................................................................................................................................68
2-2-4-3- مدل اسکمپر......................................................................................................................................70
2-2-4-4- مدل سرکوال.....................................................................................................................................70
2-2-5- شاخص رضایت مشتری.............................................................................................................................72
2-2-5-1- شاخص ملی رضایت مشتری امریکا(ACSI).....................................................................................73
2-2-5-1- شاخص ملی رضایت مشتری اروپا(ECSI).......................................................................................75
2-2-5-3- معرفی مدل شاخص ملی رضایت مشتری سوئیسSWICS))............................................................78
2-2-5-4- معرفی مدل شاخص ملی رضایت مشتری مالزی((MCSI.................................................................79
پژوهش های صورت گرفته پیرامون موضوع ......................................................................................................81
2-3-1 پژوهش های انجام شده در داخل کشور .........................................................................................................81
2-3-2 پژوهش های انجام شده در خارج کشور ........................................................................................................85
جمع بندی پایه های تجربی ..............................................................................................................................89
مدل تحلیل پژوهش ..........................................................................................................................................89
کلیاتی در مورد سازمان شرکت کندوکاو ماشین ...............................................................................................90
2-6-1- معرفی شرکت کندو کاو ماشین......................................................................................................................90
2-6-2- ماموریت و چشم انداز شرکت کندو کاو ماشین.............................................................................................91
2-6-3- اهداف و تعهدات شرکت کندو کاو ماشین.....................................................................................................91
فصل سوم : روش اجرایی تحقیق
مقدمه
نوع و روش تحقیق .......................................................................................................................................................95
جامعه آماری مورد بررسی ............................................................................................................................................95
جمع آوری اطلاعات ....................................................................................................................................................96
3-3-1 ابزار اندازه گیری ..............................................................................................................................................96
3-3-2 پرسشنامه ..........................................................................................................................................................96
روایی و پایایی پرسشنامه ..............................................................................................................................................98
3-4-1 روایی یا اعتبار پرسشنامه ..................................................................................................................................98
3-4-2 پایائی یا اعتماد پرسشنامه ..................................................................................................................................98
روش های آماری ..........................................................................................................................................................100
فصل چهارم : تجزیه وتحلیل داده ها
مقدمه
آمار توصیفی .................................................................................................................................................................103
4-1-1 جنسیت پاسخ دهندگان ........................................................................................................................................103
4-1-2 سن پاسخ دهندگان ..............................................................................................................................................104
4-1-3 سابقه ی استفاده از خدمات پاسخ دهندگان............................................................................................................105
4-1-4 میزان تحصیلات پاسخ دهندگان ...........................................................................................................................106
4-1-5 وضعیت استخدام پاسخ دهندگان .........................................................................................................................107
آمار قطعی........................................................................................................................................................................108
4-2-1 نرمال بودن ..........................................................................................................................................................109
4-2-2 آزمون فرضیات پژوهش.......................................................................................................................................109
4-2-3- تعیین میزان شکاف کیفیت خدمات برای ابعاد پنجگانه.......................................................................................116
4-2-4- اولویت بندی ابعاد پنجگانه کیفیت خدمات.......................................................................................................118
فصل پنجم : نتیجه گیری وپیشنهادات
مقدمه
جمع بندی و نتایج ........................................................................................................................................................120
پیشنهادات ......................................................................................................................................................................124
5-2-1 پیشنهاد مبتنی بر نتایج تحقیق .............................................................................................................................124
5-2-2 پیشنهادات برای تحقیقات آتی ...........................................................................................................................126
مشکلات و محدودیت های تحقیق ................................................................................................................................127
فهرست منابع و مآخذ:
منابع فارسی............................................................................................................................................................................129
منابع انگلیسی..........................................................................................................................................................................131
پیوست....................................................................................................................................................................................136
چکیده انگلیسی ......................................................................................................................................................................138
عنوان انگلیسی ........................................................................................................................................................................139
منبع:
منابع انگلیسی
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