STUDY ON SERVICE QUALITY OF MELLAT BANK AFTER PRIVATIZATION

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FAGHIHI A.; SHAHIN A.; MOKHTARI G.

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Journal: IRANIAN JOURNAL OF PUBLIC POLICY IN MANAGEMENT Year:2011 | Volume:2 | Issue:2 Page(s): 53-75

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Information Journal Paper

Title

STUDY ON SERVICE QUALITY OF MELLAT BANK AFTER PRIVATIZATION

Author(s)

FAGHIHI A. | SHAHIN A. | MOKHTARI G. | Issue Writer Certificate

Keywords

SERVICE QUALITYQ2

PRIVATIZATIONQ2

MELLAT BANKQ2

Abstract

Evaluation of expectations and perceptions of customers of firms assigned to private sector, especially banks, can also be effective in improving the quality of these firms.This study attempts to examine the relationship between MELLAT BANK PRIVATIZATION and improvement of its SERVICE QUALITY using the SERVQUAL instrument and its questionnaire. Analysis of data showed that PRIVATIZATION of MELLAT BANK, hasn't positive effect on improvement of SERVICE QUALITY. Although customers' perceptions showed a little improvement about SERVICE QUALITY, but increase in their expectations due to PRIVATIZATION, resulted in increase the gap between expectations and perceptions of customers.

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APA: Copy

FAGHIHI, A., SHAHIN, A., & MOKHTARI, G.. (2011). STUDY ON SERVICE QUALITY OF MELLAT BANK AFTER PRIVATIZATION. IRANIAN JOURNAL OF PUBLIC POLICY IN MANAGEMENT, 2(2), 53-75. SID. https://sid.ir/paper/198988/en

Vancouver: Copy

FAGHIHI A., SHAHIN A., MOKHTARI G.. STUDY ON SERVICE QUALITY OF MELLAT BANK AFTER PRIVATIZATION. IRANIAN JOURNAL OF PUBLIC POLICY IN MANAGEMENT[Internet]. 2011;2(2):53-75. Available from: https://sid.ir/paper/198988/en

IEEE: Copy

A. FAGHIHI, A. SHAHIN, and G. MOKHTARI, “STUDY ON SERVICE QUALITY OF MELLAT BANK AFTER PRIVATIZATION,” IRANIAN JOURNAL OF PUBLIC POLICY IN MANAGEMENT, vol. 2, no. 2, pp. 53–75, 2011, [Online]. Available: https://sid.ir/paper/198988/en

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