DESIGNING A MODEL FOR EVALUATING CUSTOMERS’ PERCEIVED SERVICE QUALITYIN IRANIAN STATE BANKS

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SEYEDSALEHI SEYED ALIREZA

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: JOURNAL OF DEVELOPMENT & EVOLUTION MANAGEMENT Year:2013 | Volume:5 | Issue:14 Page(s): 31-38

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Information Journal Paper

Title

DESIGNING A MODEL FOR EVALUATING CUSTOMERS’ PERCEIVED SERVICE QUALITYIN IRANIAN STATE BANKS

Author(s)

SEYEDSALEHI SEYED ALIREZA | Issue Writer Certificate

Keywords

SERVICE QUALITYQ2

TECHNICAL QUALITY OF OUTPUTQ2

FUNCTIONAL QUALITY OF PROCESSQ2

Abstract

In recent years, special attention has been paid to the concept and models of SERVICE QUALITY. Considering different influence of contextual factors on the number of indices or the number and concept of SERVICE QUALITY, many researchers emphasize on designing localized and service-specific quality assessment models. This research tries to design a model for evaluating customers’ perceived SERVICE QUALITY in Iranian banks by doing quantitative and qualitative research. To this end, using exploratory and confirmatory factor analysis we designed a model which includes 24 indices and 4 quality dimensions such as: TECHNICAL QUALITY OF OUTPUT, FUNCTIONAL QUALITY OF PROCESS, behavioral quality, and services context quality. This model has unique characteristics which reflect Iranian banking industry specific conditions and circumstances.

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APA: Copy

SEYEDSALEHI, SEYED ALIREZA. (2013). DESIGNING A MODEL FOR EVALUATING CUSTOMERS’ PERCEIVED SERVICE QUALITYIN IRANIAN STATE BANKS. JOURNAL OF DEVELOPMENT & EVOLUTION MANAGEMENT, 5(14), 31-38. SID. https://sid.ir/paper/205855/en

Vancouver: Copy

SEYEDSALEHI SEYED ALIREZA. DESIGNING A MODEL FOR EVALUATING CUSTOMERS’ PERCEIVED SERVICE QUALITYIN IRANIAN STATE BANKS. JOURNAL OF DEVELOPMENT & EVOLUTION MANAGEMENT[Internet]. 2013;5(14):31-38. Available from: https://sid.ir/paper/205855/en

IEEE: Copy

SEYED ALIREZA SEYEDSALEHI, “DESIGNING A MODEL FOR EVALUATING CUSTOMERS’ PERCEIVED SERVICE QUALITYIN IRANIAN STATE BANKS,” JOURNAL OF DEVELOPMENT & EVOLUTION MANAGEMENT, vol. 5, no. 14, pp. 31–38, 2013, [Online]. Available: https://sid.ir/paper/205855/en

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