عنوان مقاله [English]
Superior quality of service can only be assured on the condition that customer expectations are fulfilled or they are presented with service beyond their expectations. Today many methodologies have been proposed for service quality assessment; however, considering the particular limitations of government agencies in assessing service quality, there is need for a defined methodology that can assess service quality in the government sector and can present executable and applicable solutions in order to attain customer satisfaction. The SERVQUAL methodology is a powerful model that can resolve this need. This method is used to assess the existing level of service quality, collect customer perceptions, and etermine customer expectations through five key service dimensions: tangibles, responsiveness, empathy,reliability, and assurance. In this study, the SERVQUAL methodology is implemented in a small quarter of the electric industry in order to prioritize quality improvement measures in the Chaloos Electric Company.