A Comparative Study of the Relationship between Service Quality and Organizational Performance in Public Services, using Fuzzy Ahp

The literature review lead research to use balanced score card (BSC) as a comprehensive model for assessing organizational performance and also structure of the SERVQUAL for evaluating the service quality. The scores of the service quality and organizational performance calculated through Analytic Hierarchical Process (AHP) with a fuzzy approach and any relationship between service quality and organizational performance was examined. In this research, five governor of Yazd province were selected as the case study and at the end they were ranked based on both service quality and organizational performance. It was seen that there is a significant relationship between organizational performance and service quality. Also a significant difference was seen between consumer perspective and provider perspective on both service quality and organizational performance.