ASSESSMENT & COMPARISON OF SERVICES QUALITY IN AUTOMATED TELLER SYSTEM OF TEJARAT AND PARSIAN BANKS USING “SERVQUAL” MODEL

Q: How can I download an article?

To download an article from SID, first log in to the site, search for the article title, and click on the 'Download Article' option.

Q: How can I download an ISI article?

To download an ISI article on SID, enter the keyword or article title in the search bar, view the relevant results, click on the desired article, and select the 'Download Article' option.

Q: How can I access the SID database?

To access the SID database, visit SID.ir, create an account, and log in to access scientific resources.

Q: Is downloading articles from SID free?

Some articles on SID are available for free, while others require payment. Details are specified on the article's page.

FALAHSHAMS MIR FEIZ; EMAMI MOHAMMAD REZA; HASHEMI NAZANIN

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

Journal Paper

Paper Information

Journal: JOURNAL OF BUSINESS MANAGEMENT Year:2010 | Volume:2 | Issue:6 Page(s): 13-43

Download Full-Text

Persian Verion

View:

1,534

Download:

Cites:

Information Journal Paper

Title

ASSESSMENT & COMPARISON OF SERVICES QUALITY IN AUTOMATED TELLER SYSTEM OF TEJARAT AND PARSIAN BANKS USING “SERVQUAL” MODEL

Author(s)

FALAHSHAMS MIR FEIZ | EMAMI MOHAMMAD REZA | HASHEMI NAZANIN | Issue Writer Certificate

Keywords

ATMQ3

SERVQUALQ2

TANGIBLESQ3

RELIABILITYQ2

RESPONSIVENESSQ2

ASSURANCEQ2

EMPATHYQ2

Abstract

One of the most important changes that have happened in promotion of performance in the last decade is evaluation of customer's satisfaction as one of the major elements and necessities of management system in commercial institutes and agencies. Therefore it was necessary to implement customer satisfaction evaluation system as one of the important indices in promotion of performance.Regarding the importance of the topic, this research has been conducted to study and compare the expectations of customers of the quality of service of Automated Teller System of TEJARAT and PARSIAN bank and the quality perceived from the service of those systems so as to make applied use of the result of research.To conduct the research, 200 customers of TEJARAT & PARSIAN banks were randomly selected and the research information has been gathered using “Sevqual” Questionnaire.Before implementation, the questionnaire has been implemented on the accredited sample and after its verification, on the final sample. The research has been conducted with applied, descriptive and survey method and the data obtained by SPSS15 were investigated.The result of research show that based on indices of quality of service, there is a meaningful differences between the present status (service operation of Automated Teller System) and desirable status (customer's expectations) in TEJARAT and PARSIAN banks.Based on study of each of indices of quality of service, all indices (Reliability, RESPONSIVENESS, ASSURANCE, EMPATHY, TANGIBLES), the gap is negative and the quality perceived of quality indices of the services of Automated Teller System of TEJARAT and PARSIAN bank are lower than the level and limit of customer's expectations. Therefore is necessary to take necessary measures in order to fill these negative gaps.

Cites

No record.

References

No record.

Cite

APA: Copy

FALAHSHAMS, MIR FEIZ, EMAMI, MOHAMMAD REZA, & HASHEMI, NAZANIN. (2010). ASSESSMENT & COMPARISON OF SERVICES QUALITY IN AUTOMATED TELLER SYSTEM OF TEJARAT AND PARSIAN BANKS USING “SERVQUAL” MODEL. JOURNAL OF BUSINESS MANAGEMENT, 2(6), 13-43. SID. https://sid.ir/paper/237839/en

Vancouver: Copy

FALAHSHAMS MIR FEIZ, EMAMI MOHAMMAD REZA, HASHEMI NAZANIN. ASSESSMENT & COMPARISON OF SERVICES QUALITY IN AUTOMATED TELLER SYSTEM OF TEJARAT AND PARSIAN BANKS USING “SERVQUAL” MODEL. JOURNAL OF BUSINESS MANAGEMENT[Internet]. 2010;2(6):13-43. Available from: https://sid.ir/paper/237839/en

IEEE: Copy

MIR FEIZ FALAHSHAMS, MOHAMMAD REZA EMAMI, and NAZANIN HASHEMI, “ASSESSMENT & COMPARISON OF SERVICES QUALITY IN AUTOMATED TELLER SYSTEM OF TEJARAT AND PARSIAN BANKS USING “SERVQUAL” MODEL,” JOURNAL OF BUSINESS MANAGEMENT, vol. 2, no. 6, pp. 13–43, 2010, [Online]. Available: https://sid.ir/paper/237839/en

Related Journal Papers