Formulating the Model of Services Quality in Managing Mosques

Authors

1 Assistant Professor in Management, Hazrat Masoomeh (Salamollah Alayha)

2 Associate Professor, Tehran University

3 Professor in Management, Allameh Tabatabaee University

Abstract

The research has been made to identify the elements of the model of services quality in managing mosques which composes the output sector of the effective performance system of the mosque. The methodology in designing the conceptual pattern of the research is based on Guivi’s research model and Quivy & Campenhoudt And the method of confirming the formulated model of the research is the method of Delphi. Different scientific and religious sources have been used for gathering data. The main dimensions of services quality of the mosque, which were identified in the research, are: interaction, reliability of saying prayers, availability, executives’ quality, quality of apparent elements, and variety of services. Continuing the process, interaction dimension was analyzed into nine indicators, reliability of saying prayers dimension into five, availability dimension into four, executives’ quality dimension into four, tangibles dimension into nine, and variety of services dimension into five indicators. According to the experts’ viewpoints and with the help of Freidman’s ranking test the most important and effective element in services quality of the mosque is the saying prayers quality. The dimensions of the tangibles and variety of services have the least importance in this model.

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History

  • Receive Date: 27 June 2015
  • Revise Date: 17 December 2019
  • Accept Date: 19 September 2018

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