Evaluating the Quality of Services of the Training Unit of Iran Oil Pipelines and Telecommunications Company

The main purpose of this study is to evaluate the quality of services of the training unit of Iran Oil Pipelines and Telecommunications Company based on the SERVQUAL model.

The present study is applied in terms of purpose and nature, and according to the method of data collection, using a quantitative approach and based on a descriptive-survey method. The statistical population of this research is all the employees of Iran Oil Pipelines and Telecommunications Company in 1397, numbering 810 people. The sampling method is simple random sampling and The sample size is estimated to be 260 people using Cochran's formula. The data collection tool is the standard questionnaire of service quality of SERVQUAL. To obtain the validity of the questionnaire, face validity has been used and the reliability of the questionnaire has been evaluated using Cronbach's alpha method. The value of Cronbach's alpha coefficient (0.94) has been calculated, which indicates the high reliability of the questionnaire. In order to analyze the data in the descriptive statistics section of the indicators (frequency, mean, standard deviation, skewness and elongation); In the inferential statistics section, one-sample t-test and dependent t-test were used.

Findings from the research showed that the current situation of the quality of services of the training unit of Iran Oil Pipelines and Telecommunications Company is higher than the average. Also, there is a significant difference between the perceptions and expectations of the employees of Iran Oil Pipelines and Telecommunications Company about the quality of services of the training unit and the perceptions of the employees of the current situation are at a lower level than the desired situation.  

Based on the findings of the research, it can be concluded that the components that are far from the desired situation in terms of employees (physical, confidence, responsiveness and empathy) should be given more attention and then the guarantee that the employees are at a desirable level, be strengthened as much as possible.