EFFECTIVE FACTORS ON THE BANK SERVICE QUALITY

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HOSSEINI MIRZA HASSAN; GHADERI NOSHAHR SOMAYE

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Journal: business managment perspective Year:2010 | Volume:9 | Issue:3 (36) Page(s): 89-00

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Title

EFFECTIVE FACTORS ON THE BANK SERVICE QUALITY

Author(s)

HOSSEINI MIRZA HASSAN | GHADERI NOSHAHR SOMAYE | Issue Writer Certificate

Keywords

QUALITYQ2

SERVICESQ2

SERVICE QUALITYQ2

BANK SERVICE QUALITYQ2

FACTOR ANALYSISQ2

Abstract

The purpose of all service institutions, including banks, is providing appropriate SERVICES that satisfy customers. Whereas all financial organizations and especially banks, work in an environment with indistinct products, QUALITY of SERVICES is the first weapon of competition for them. This study was performed with the aim of identifying factors that affecting service QUALITY in banks. In this regard, after two stage distribution of questionnaires and analyze the results obtained from them, 50 indicators were obtained as the most important indicators that affecting bank service QUALITY. After inserting these 50 indicators in the final questionnaire and distributing it, FACTOR ANALYSIS method for data analysis and reduction of variables were used. The results of FACTOR ANALYSIS showed that about %65 of the total variance of variables explained by nine factors and about %35 of the rest of the variance explained by other factors, that were not be measured. As a result, nine factors were identified as the most important factors affecting bank service QUALITY. These nine factors in sequence are: 1) employees behavior; 2) employee's competency and skills; 3) innovation in banking SERVICES; 4) benefits and facilities; 5) the way of responding and delivering banking SERVICES; 6) the physical facilities of the bank; 7) reliability; 8) diversity in SERVICES and 9) ease in SERVICES.

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APA: Copy

HOSSEINI, MIRZA HASSAN, & GHADERI NOSHAHR, SOMAYE. (2010). EFFECTIVE FACTORS ON THE BANK SERVICE QUALITY. JOURNAL OF BUSINESS MANAGEMENT PERSPECTIVE (MANAGEMENT PERSPECTIVE), 9(3 (36)), 89-00. SID. https://sid.ir/paper/382786/en

Vancouver: Copy

HOSSEINI MIRZA HASSAN, GHADERI NOSHAHR SOMAYE. EFFECTIVE FACTORS ON THE BANK SERVICE QUALITY. JOURNAL OF BUSINESS MANAGEMENT PERSPECTIVE (MANAGEMENT PERSPECTIVE)[Internet]. 2010;9(3 (36)):89-00. Available from: https://sid.ir/paper/382786/en

IEEE: Copy

MIRZA HASSAN HOSSEINI, and SOMAYE GHADERI NOSHAHR, “EFFECTIVE FACTORS ON THE BANK SERVICE QUALITY,” JOURNAL OF BUSINESS MANAGEMENT PERSPECTIVE (MANAGEMENT PERSPECTIVE), vol. 9, no. 3 (36), pp. 89–00, 2010, [Online]. Available: https://sid.ir/paper/382786/en

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