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Information Journal Paper

Title

ANALYZING SERVICE QUALITY OF BROKERS IN STOCK EXCHANGES WITH THE USE OF SERVQUAL MODEL (CASE STUDY: BROKERS IN YAZD STOCK EXCHANGE)

Pages

  74-89

Abstract

 Many organizations, especially in service industry, according to their goals and mission make a special contribution to quality phenomena and improvement management. This paper is an attempt to analyzes Service Quality for brokers of Stock Exchanges which is Based on gap analyzes model and SERVQUAL technique. In this regard, we have designed questionnaire and applied them to measure expectations and perceptions of investors as well as brokers in the Stock Exchange. This process was based on five service quality gaps. The application of Non-parametric statistical tests results in presentation of some recommendation. These tests are based on five conceptual dimensions of service quality which include intangibility, responsiveness, reliability, assurance and empathy. The results show that between expectations and perceptions of investors for the quality of service from brokers’ offices there is a meaningful statistical significanance. Managers of these brokers’ offices may use these analytical models, so that they would able to find out the gap for services rendered by them from point of view of investors and themselves. This process can help these brokers to plan and review the short coming.

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    APA: Copy

    FARID, DARYUSH, ZARE AHMADABADI, HABIB, DEHGHAN TAFTI, MOHAMMAD ALI, & KHANBIUKY, ROOHOLLAH. (2010). ANALYZING SERVICE QUALITY OF BROKERS IN STOCK EXCHANGES WITH THE USE OF SERVQUAL MODEL (CASE STUDY: BROKERS IN YAZD STOCK EXCHANGE). JOURNAL OF BUSINESS ADMINISTRATION RESEARCH, 1(2), 74-89. SID. https://sid.ir/paper/395391/en

    Vancouver: Copy

    FARID DARYUSH, ZARE AHMADABADI HABIB, DEHGHAN TAFTI MOHAMMAD ALI, KHANBIUKY ROOHOLLAH. ANALYZING SERVICE QUALITY OF BROKERS IN STOCK EXCHANGES WITH THE USE OF SERVQUAL MODEL (CASE STUDY: BROKERS IN YAZD STOCK EXCHANGE). JOURNAL OF BUSINESS ADMINISTRATION RESEARCH[Internet]. 2010;1(2):74-89. Available from: https://sid.ir/paper/395391/en

    IEEE: Copy

    DARYUSH FARID, HABIB ZARE AHMADABADI, MOHAMMAD ALI DEHGHAN TAFTI, and ROOHOLLAH KHANBIUKY, “ANALYZING SERVICE QUALITY OF BROKERS IN STOCK EXCHANGES WITH THE USE OF SERVQUAL MODEL (CASE STUDY: BROKERS IN YAZD STOCK EXCHANGE),” JOURNAL OF BUSINESS ADMINISTRATION RESEARCH, vol. 1, no. 2, pp. 74–89, 2010, [Online]. Available: https://sid.ir/paper/395391/en

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