Document Type : Research Paper

Authors

• seyed mehrab arabi
• ahmad akrami

Abstract

Adding value (Profit) depends on the satisfaction of the customers. Satisfaction of the customers depends on the quality received by the employees. This research tries to identify the internal factors which might affect the satisfaction of the customers. These factors are called " The eight internal quality factors".
Measuring these qualities is necessary to determine the activities needed for improving the internal services of the organizatam.
In short the quantity and quality of the services of the Organization  depends on the satisfactory of the employees. Research shows there is direct relationship between the quality of the internal services, and ability to deliver services to the customers (by the employees). Therefore. in order to identify the current situation. It iS necessary to know the views of the employees.