ANALYSIS OF GAP OF SERVICE QUALITY IN YAZD PUBLIC BANK AND RANKING THEM USING TOPSIS

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SAEIDA ARDEKANI SAEID; SADEQI ARANI ZAHRA; SAYYADI TORANLOO HOSSEIN

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Journal Paper

Paper Information

Journal: JOURNAL OF BUSINESS ADMINISTRATION RESEARCH Year:2009 | Volume:1 | Issue:1 Page(s): 75-93

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Title

ANALYSIS OF GAP OF SERVICE QUALITY IN YAZD PUBLIC BANK AND RANKING THEM USING TOPSIS

Author(s)

SAEIDA ARDEKANI SAEID | SADEQI ARANI ZAHRA | SAYYADI TORANLOO HOSSEIN | Issue Writer Certificate

Keywords

BANK

SERVQUAL. ANALYSES GAP QUALITY

TOPSIS

YAZD PROVINCE

Abstract

Nowadays, Customers played a critical role in firms and service quality is an important influence of customer satisfaction in service sector. Because, monetary sector has a critical role in economic and effect on throughout the society, Service quality in this section has the most important. Therefore, this study tries to evaluate the service quality in public BANKs of Yazd and to rank them by using their quality. However, a SERVQUAL questionnaire consists of 6 dimensions and 30 questions used to collected the data. Then, statistical methods used to analyses the data collected from these BANKs. Finally, these BANKs have ranked by using TOPSIS. The results show that the 6 service quality gaps in all BANKs is significant. So, the findings of the ranking these BANKs show that the Saderat BANK is better than other in service quality.

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APA: Copy

SAEIDA ARDEKANI, SAEID, SADEQI ARANI, ZAHRA, & SAYYADI TORANLOO, HOSSEIN. (2009). ANALYSIS OF GAP OF SERVICE QUALITY IN YAZD PUBLIC BANK AND RANKING THEM USING TOPSIS. JOURNAL OF BUSINESS ADMINISTRATION RESEARCH, 1(1), 75-93. SID. https://sid.ir/paper/567169/en

Vancouver: Copy

SAEIDA ARDEKANI SAEID, SADEQI ARANI ZAHRA, SAYYADI TORANLOO HOSSEIN. ANALYSIS OF GAP OF SERVICE QUALITY IN YAZD PUBLIC BANK AND RANKING THEM USING TOPSIS. JOURNAL OF BUSINESS ADMINISTRATION RESEARCH[Internet]. 2009;1(1):75-93. Available from: https://sid.ir/paper/567169/en

IEEE: Copy

SAEID SAEIDA ARDEKANI, ZAHRA SADEQI ARANI, and HOSSEIN SAYYADI TORANLOO, “ANALYSIS OF GAP OF SERVICE QUALITY IN YAZD PUBLIC BANK AND RANKING THEM USING TOPSIS,” JOURNAL OF BUSINESS ADMINISTRATION RESEARCH, vol. 1, no. 1, pp. 75–93, 2009, [Online]. Available: https://sid.ir/paper/567169/en

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