Study of Service Quality and Customers Satisfaction in Governmental Organizations(Case Study of Gilan Province)

This article is intended to measure the relation between service quality and customers’ satisfaction from governmental organizations. Therefore the service quality of governmental organizations and the scale of customers’ satisfactions from service quality were studied. The consolidated evidences show that private sectors provide better services than public sectors. The public sectors, however, should always analyze and evaluate their products because the customers no longer accept dissatisfaction. So regarding the communication of administration policies of constitution article 44, the governmental organization should improve their services and pursuit the satisfaction of customers if they are going to stay on track. Based on service quality such as tangibility, realiability, responsivness, assurance and empathy, the article authors have analyzed the effect of each of these factors on the level of customers satisfaction. The results of research indicate that there is a direct and meaningful relation between service quality and customers’ satisfaction. The article proclaimed that the service quality of governmental organizations is lower than expected average and the customers’ satisfaction from provided services are also lower than expected average. However customers of governmental organization have expressed their satisfaction to empathy and the least satisfaction to responsivness from among other service quality factors respectively.