Record number :
Title of article :
A perceived service quality measurement scale in Iranʹs retail banking market
Author/Authors :
Kambiz Heidarzadeh Hanzaee، نويسنده , , Seyed Alireza Seyed Salehi، نويسنده ,
Issue Information :
روزنامه با شماره پیاپی سال 2011
Pages :
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Abstract :
In recent years, special attention has been paid to concepts and models of service quality. Considering different influence of contextual factors on the number of indices or the number and concept of service quality, many researchers place emphasis on designing localized and service-specific quality models. This research attempted to design a model for evaluating customersʹ perceived service quality in Iranian private banks by conducting quantitative and qualitative research. By conducting exploratory and confirmatory factor analyses these researchers designed a model which includes 25 indices and 7 quality dimensions such as, general quality of process, general quality of output, skills and behaviors, accuracy, diversity of services, speed, and servicescape (tangibles). This model has unique characteristics, which reflect Iranian banking industry specific conditions and circumstances.
Keywords :
Banking , Service marketing , Iran , Service Quality
Journal title :
African Journal of Business Management
Link To Document :