One of the important issues in port services is to evaluate the performance of the services. Without evaluating port services and their related components, these services cannot be considered desirable and its quality cannot be enhanced. However, the evaluation and the quality assurance of port services should be accomplished based on a scientific framework and a coherent framework to have desirable results. The importance-performance analysis model is an appropriate framework where each component is evaluated in terms of two dimensions of importance and performance. This study performs performance-importance analysis of ports’ services quality form perspective of containerized liner shipping in the Imam Khomeini port. In this exploratory study, 150 shipping lines experts are chosen, randomly in 2012. The study identifies 28 components of quality in port services and shipping lines’ experts are requested to evaluate these components in terms of two dimensions of importance and performance. Results reveal that there is a gap between the importance and performance of all port services components except three components of 6, 19 and 24. In addition, the results indicate that Importance-Performance Analysis (IPA) model is capable of evaluating and assuring quality in port services and can precisely identify the strengths and weaknesses of the seaport system and provide guidance for strategy formulation for quality improvement.

A search engine is an essential tool in our daily life. With the development of society and net-work technology, the users’ requirement of Internet information is increasing. For most search methods, keyword searching is in a crucial position. However, what about the quality of key-word search in different search engines? This paper evaluates the quality of keyword searching among different search engines project.

This paper investigates the role of quality of supply chain components on brand promise. The dimensions of supply chain relationships include: communication, cooperation, commitment, independence, adaptability and reliability. The study uses the questionnaire developed by Fynes et al. (2005) [Fynes, B., Voss, C., & de B?rca, S. (2005). The impact of supply chain relationship quality on quality performance. International Journal of Production Economics, 96(3), 339-354.]. The population of the study includes all auto part makers and the study chooses a sample of 384 people for the study. Using structural equation modeling, the study has confirmed that all six components influence positively on brand promise.

This study attempts to assess the moderating impact of recently introduced tourist relationship management (TRM) framework on service quality perception-tourist satisfaction-destination loyalty link. Tourist relationship management framework draws inspiration from customer relationship management (CRM) model with validated addition of dimensions compatible to tourism dynamics. The study, carried out in Santiniketan, India, confirmed moderating impact of dimensional performance of tourist relationship management on perceived tourism service quality-tourist satisfaction-destination loyalty link.

Warranty is recognized as an important component of product marketing and it can increase customers & apos; confidence. All services during warranty are considered as an additional cost for producers where these expenses are associated with product reliability and warranty components. Product reliability is also influenced by decisions taken in the field of product design and process and arrangement in this period. Product reliability also plays an important role in new products for production planning. As competition increases all around the world, there is an increasing interest in providing suitable substrates for the acceleration of economic growth and development and production. Warranty is one of the basic infrastructures and behaviors in today & apos; s competitive world, which is boosting sales and typically profits and customer & apos; s satisfaction and confidence play important roles in achieving this goal. In this study, we first evaluate warranty policies and strategies and then we consider after selling services taken in a case study. Finally, some strategies are introduced to improve the current situation and to achieve suitable model for ideal situation.

Quality Function Deployment (QFD) as one of the quality engineering methods; originates from market study and product or service customers identification, where by determining their needs; tries to involve them in all stages of product or service development. This study uses QFD method to apply customers’ criteria in production of Coach Plasma in Mashhad`s Sahateb Company. Coach Plasma is used for healthy bloodletting. The proposed study of this paper designed and distributed a questionnaire, which includes identification & determination of customers’ needs and investigation of their satisfaction of manufactured products, while looking for technical and engineering characteristics related to their needs. The Coach Plasma costumers are categorized into two groups of local and external customers. Data collection was done based on available documents, experts opinions, structured interview with managers and questionnaire. Customers’ needs were studied in QFD teams. Collecting essential information such as needs importance degree and competitive benchmarking of customer`s needs, the weight of each need has been evaluated. In this research, House of Quality was used from first matrix of QFD leading to estimation of engineering & technical characteristics in order to enter to the quality deployment matrix. Take a look at obtained results, we could mention the role of each of these external factors in satisfaction of Sahateb Company customers and technical characteristics of the company in providing these factors and the prioritization of the customer & apos; s needs.

Nowadays, customer is believed to be the most precious asset for any organization and building a long term relationship between firms and customers plays essential role for the success of organizations. This paper presents an empirical investigation to study the relationship between after-sales service quality and customer satisfaction in a firm named Setareh Nik Aria Yadak whose primary responsibility is to provide after-sales services for public transportation. The study selects a sample of 252 out of 730 customers in 2015 who received their services from this firm. The survey designs a questionnaire in Likert scale, which consists of four items of quality, responsiveness, speed and cost of services. Cronbach alpha is calculated as 0.79, which validates the quality of the survey. Using Spearman correlation test, the study has detected a positive and meaningful relationships between four components of after-sales services and customer satisfaction.

During the past few years, many people have used point of sales for purchasing goods and services. Point of sales tends to provide a reliable method for making purchases in stores. Implementation of point of sales may reduce depreciation cost of automated telling machines and helps banks increase their productivities. Therefore, for bank managers, it is important to provide high quality services. This paper presents an empirical investigation to measure quality service using SERVQUAL scale. The study first extracts six factors including Trust, Responsiveness, Reliability, Empathy, Tangibles and getting insight for future development through the implementation of structural equation modeling. Next, it has implemented structural equation modeling and realizes that all components had positive impacts on customer satisfaction.