文章基本信息

标题：A Study on the Effects of EFQM Excellence Model with Regard to Customer Results in Mazandaran Province Gas Company (MPGC)
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作者：Mani Sharifi ; Mohammadreza Shahriari ; Ofogh Golzari 等
期刊名称：Journal of Current Research in Science
印刷版ISSN：2322-5009
出版年度：2015
卷号：3
期号：1
页码：96-101
出版社：Islamic press
摘要：Organizations need to identify and outline their current positions through continually employing methods and models to assess the current organizational activities. Basically, performance evaluation and review of plans/strategies are required by any effective management. Similarly, Mazandaran Province Gas Company (MPGC) should carry out its dynamic tasks and improve quality by a suitable model for assessment and quality assurance of plans and processes particularly those concerning customer satisfaction. As a not-for-profit membership foundation in Brussels, the European Foundation for Quality Management (EFQM) Excellence Model has provided an ideal measure for performance evaluation selected for MPGC as case study. This thesis intended to evaluate the satisfaction of customers at MPGC with follow-up activities and services provided by the company based on customer results of EFQM model. All subscribers of MPGC were considered as the population. The methodology involved a descriptive survey, while the data collection tool involved a questionnaire based on criteria of customer results in EFQM model covering image, attitude, services and after delivery follow-up. Moreover, data were analyzed through statistical measures including descriptive and inferential statistics
关键词：performance evaluation; customer satisfaction; gas company; EFQM Excellence Model