دانلود پایان نامه درمورد کیفیت خدمات

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علل بروز ایراد در فرآیند انجام خدمات به چه میزان میباشد؟
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15- هزینههای درجهبندی کیفیت خدمات در سازمان شما به چه میزان است؟
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16- هزینه اعمال تغییرات و طراحی مجدد در فرآیند انجام خدمات
هزینههای شکست بیرونی
خیلی زیاد
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زیاد
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متوسط
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کم
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خیلی کم
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17- هزینه کارشناسی برای بررسی و پاسخ به شکایات مشتریان به چه میزان میباشد؟
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18- تاکنون چه میزان هزینه در سازمان شما صرف پرداخت خسارت به مشتریان شده است؟
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19- هزینه عدم دریافت حسن انجام کار توسط مشتریان به چه میزان میباشد؟
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20- چه میزانی از هزینه در سازمان شما به علت از دست دادن مشتریان صرف میشود؟

مشخصات پاسخگو
1. چند سال دارید؟……………… 2. جنس 1. زن1 2. مرد
3. ميزان تحصيلات شما چقدر است؟ 1- زیر دیپلم1 2- دیپلم 3- فوق دیپلم 4- لیسانس 5- فوق لیسانس 6-دکترا

4. چند سال سابقه‌ی فعالیت در بانک را دارید؟ …………… سال

Investigating the impact of the use of information technology on costs of quality (case study: branches of Tehran Maskan bank)

ABSTRACT
In recent years, significant attention has been paid to the concepts and meanings of quality. Improvement of quality for the purpose of survival in a competitive world is the main core of organizations and companies’ thoughts; however, a subject which are not specifically measured and assessed in connection with quality and its amount in enterprises, particularly in service organizations is the concept of costs of quality, which is not clearly defined for public minds. The costs of quality are very extensive. Based on the findings of national Council of Economic Developments in their studies on the quality and standards, nearly 10 percent to 20 percent of the sale value of an enterprise is spent for costs of quality. On the other hand, the importance of information technology and its effects on companies have significantly increased and its growth and development could be felt. Most often, it is explained that information technology is the most important factor in an increase in productivity and lowering expenses; however, other studies have shown otherwise. Therefore; this research studies the effects of employing information technology on the costs of quality in the branches of Maskan Bank. The present research is descriptive- survey type and in terms of goal, it is applied. The statistical society of the research consists of all managers and deputies of Maskan Bank branches in Tehran. In this research, 95 branches of the total branches of Maskan Bank in Tehran were selected by sample random sampling. In order to collect data and information for studying the hypothesis of the research, questionnaires were used. for analyzing the data first, Pearson’s Correlation Test was used, followed by analyzing the research model by using structural equations models and studying the hypothesis of the research. Ultimately, all hypothesis of the research were approved and its was known that employing information technology leads lowering the costs of quality in the branches of Maskan Bank.

Keywords: Information technology, costs of quality, Maskan Bank

1 Roden & Dale
2 Superrille & Gupta
3 Croteau
4 Avgerou and Chrisanthi
5 Kagan
6 Campanella
7Unido
8 ALA
9Leavitt & Whisler
10 Sichel
11 Korak
12 Dewtt
13 Lai Wai
14 Mjema
15 Information Communication Technology(ICT)
16 Knowledge worker system (KWS)
17 Management Information Systems (MIS)
18 Executive Support Systems (ESS)
19 Transaction processing system
20 Management information system
21 Decision Support System
22 Expert System
23 Communication
24 Telecommunication

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