پایان نامه ارزیابی کیفیت خدمات ارائه شده در شرکت کند و کاو ماشین از دیدگاه مشتریان

فهرست پایان نامه ارزیابی کیفیت خدمات ارائه شده در شرکت کند و کاو ماشین از دیدگاه مشتریان

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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