The purpose of this study is to investigate the dimensions of hotel service quality, to assess relative importance of them and to evaluate service quality of Tehran hotels in terms of guests’ perspectives. The paper examines the reliability and validity of the designed scale based on SERVQUAL model. A cross-sectional research based on SERVQUAL model conducted on nine hotels in Tehran (n=1080). Several statistical analyses such as EFA, CFA, Linear regression and t-test were applied to analyze the data. Five service quality dimensions were identified and named as “tangibles”, “problem solving”, “service supply”, “empathy” and “security”. Even though our findings confirmed five dimensional SERVQUAL constructs, some dimensions have been identified differing from SERVQUAL scale dimensions. Finding showed that the best overall service quality predictor is “tangibles” followed by “service supply”, “problem solving”, “assurance” and “empathy”.

This paper presents an empirical investigation to measure different dimensions of hospital service quality (HSQ) by gap analysis and patient satisfaction (PS). It also attempts to measure patients’ satisfaction with three dimensions extracted from exploratory factor analysis (EFA) by Principle component analysis method and conformity factor analysis (CFA). In addition, the study analyzes relationship between HSQ and PS in the context of Iranian hospital services, using structural equation modeling (SEM) from patients’ perspectives. The maximum gap observed in “responsiveness” and the minimum one in “assurance”. In addition, patients had the most satisfaction in “trust” with the mean of 3.83 followed by “General Satisfaction” with the mean of 3.68 and they had the least satisfaction in “Acceptance” with the mean of 3.53. Two measurement models were used for measuring hospital service quality and patient satisfaction and one structural model, which showed the relationship between them. The result of this study showed that there was a positive and significant impact from hospital service quality on patient satisfaction (0.463). In addition, there was a positive and significant relationship between hospital service quality and five dimensions. Furthermore, it was shown that patient satisfaction and three dimensions (General Satisfaction, Trust, and Acceptance) were associated with each other, significantly and positively. At last management strategies and practical suggestions were presented to hospital.

Human resources are considered as one of the key components of any organization to reach its objectives. Human resources help organization performance doing organizational duties and making employees’ improvement. Because of this, employee performance appraisal has changed to one of the most important issues for top managers. Performance appraisal is necessary to select useful strategies for increasing productivity of human resource management along with productivity of employee to get strategic targets. In this study, we extract effective factors on increasing of employee performance and subsequently, present some suggestions to managers of academic organizations. The study was performed on some employees who worked for Islamic Azad University in 2013. Cronbach alpha was equal to 99.4% for employee performance appraisal, which confirmed the overall survey. To recognize key factors we used path analysis technique too. The results of the study revealed that in this school, employee performance in practical field was higher than expected, but in terms of operational and behavioral fields, they were in the middle stage.


DOI: 10.5267/j.msl.2013.05.002
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