Factors Affecting Customer Satisfaction, Quality Banking Services to Iran, Using the Servqual Model (Case Study: Resalat Bank of Kermanshah Province)

Journal of System Management

مقاله 2، دوره 2، شماره 4 - شماره پیاپی 8، دی 2016، صفحه 17-23

نوع مقاله: Research Paper

نویسندگان

Peyman Akbari^{* 1}؛ Abedin Darabi²

¹Department of Management, Payame Noor University, Iran

²Department of Educational Sciences, Payame Noor University, Iran

چکیده

Abstract. The key to life is entitled to keep customers satisfied. Customer satisfaction is undoubtedly one of the most strategic subjects in recent decades. As the global economy, it is said, are clients who are determining the survival of the company. Since this research is to assess customer satisfaction, quality banking services to Iran Case Study: Kermanshah Province Resalat Bank‘s, according to the SERVQUAL model pays respect to the purpose of the research, applied research survey. The sample consists of 384 bank customers, which were selected using simple random sampling. The results showed that, of the five Servqual model (appearances, empathy, trust, accountability and assurance), the Resalat Banks of service quality on customer satisfaction, impact.

کلیدواژه‌ها

Keywords: Satisfied Customer؛ Servqual؛ Resalat Bank؛ Bank of Iran

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