EFFECT OF SERVICE QUALITY BANK ON CUSTOMER SATISFACTION BASED ON SERVQUAL MODEL: EVIDENCE MELLI BANK OF TOYSERKAN

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SAMADI ABBAS; ESKANDARI SOHEILA

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Journal: JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR) Year:2011 | Volume:8 | Issue:21 Page(s): 30-40

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Title

EFFECT OF SERVICE QUALITY BANK ON CUSTOMER SATISFACTION BASED ON SERVQUAL MODEL: EVIDENCE MELLI BANK OF TOYSERKAN

Author(s)

SAMADI ABBAS | ESKANDARI SOHEILA | Issue Writer Certificate

Keywords

QUALITYQ2

SERVICESQ2

SATISFACTIONQ2

CUSTOMERQ2

SERVQUALQ2

Abstract

Willingness to service QUALITY plays an important role in service industries like insurance SERVICES, banks, transportation and others; because service QUALITY is critical for attaining CUSTOMER SATISFACTION following survival and profitability of organization. In this research, by using SERVQUAL model, we are looking to find the response for this question that: are CUSTOMERs satisfied by offered SERVICES by Melli bank? And how is the priority of service QUALITY dimensions? The results shows that CUSTOMER expectations from tangible, reliability, confidence and sympathy factors are more than their perceptions and present service gap indicates CUSTOMER dissatisfaction from offered SERVICES by bank. Confidence also has most priority, from the CUSTOMERs view, than other factors.Sample size estimated by Morgan table was 380 people. Questionnaire tool was used for gathering data, and wilkakson test was used for inference analysis for hypothesizes test, and Friedman test was used for determining the priority of service QUALITY dimensions.

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APA: Copy

SAMADI, ABBAS, & ESKANDARI, SOHEILA. (2011). EFFECT OF SERVICE QUALITY BANK ON CUSTOMER SATISFACTION BASED ON SERVQUAL MODEL: EVIDENCE MELLI BANK OF TOYSERKAN. JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR), 8(21), 30-40. SID. https://sid.ir/paper/151411/en

Vancouver: Copy

SAMADI ABBAS, ESKANDARI SOHEILA. EFFECT OF SERVICE QUALITY BANK ON CUSTOMER SATISFACTION BASED ON SERVQUAL MODEL: EVIDENCE MELLI BANK OF TOYSERKAN. JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR)[Internet]. 2011;8(21):30-40. Available from: https://sid.ir/paper/151411/en

IEEE: Copy

ABBAS SAMADI, and SOHEILA ESKANDARI, “EFFECT OF SERVICE QUALITY BANK ON CUSTOMER SATISFACTION BASED ON SERVQUAL MODEL: EVIDENCE MELLI BANK OF TOYSERKAN,” JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR), vol. 8, no. 21, pp. 30–40, 2011, [Online]. Available: https://sid.ir/paper/151411/en

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