چكيده به لاتين
Given the importance of government in the country's economic development and the fact that the decisions of the government and its ministries have a significant impact on the economic activities of the private sector, the services provided by government ministries, especially the Ministry of Industry, Mines and Trade, can directly lead to Economic development as one of the government's biggest goals. Monitoring the customer satisfaction of the Ministry of Industry, Mines and Trade, all of which are related to the country's macroeconomic enterprises, should be one of the most important programs of the Ministry. The purpose of this study is to identify the gap between the observations and perceptions of those referring to the Department of Industrial Affairs at the Ministry. SERVQUAL method integrated with fuzzy clustering was used in this study resulting in systematically interpreting of the results.
The SERVQUAL method is a questionnaire-based approach. In this regard, after obtaining the opinion of experts and practical follow-up of several cases and also interviews with clients referring to that ministry, a questionnaire containing 25 questions was prepared and distributed among 120 clients. After performing statistical tests related to the validation of the questionnaires using SPSS software, the results were interpreted using computer codes written in MATLAB software. After prioritizing and weighting the parameters, from the perspective of experts and customers and according to the obtained results, it has been determined that the maximum gap between expectations and perceptions was in the ?????? dimension.
