عنوان مقاله [English]
Because of the pivotal role of services in the success of organizations in developed countries, higher quality services have received greater attention. For this reason, understanding of service quality and its relation to customer satisfaction has been the topic of a huge body of managerial research.
So, by choosing customers of the Irankhodro authorized auto repair shop in the city of Isfahan as the research population, the degree of influence of each quality factor, as proposed by Parasuraman et al., (1985), on customer satisfaction and perceived overall service quality, was measured.
The Grey system theory was used to analyze the data. The findings indicate that the ranking order of the quality factors’ influence on customer satisfaction was not the same for overall perceived quality, so, they concluded that there are two different constructs, as supported by previous studies.