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

Advanced Social Humanities and Management 1(4) 2014:1-5

5 Pages Posted: 3 Feb 2015

See all articles by Peyman Akbari

Peyman Akbari

Department of Management, Payame Noor University, I.R. of Iran; Department of Management, Payame Noor University, I.R of IRAN

Abedin Darabi

Department of Educational Sciences, Payame Noor University, I.R. of IRAN

Date Written: January 26, 2015

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 Bank‘s of service quality on customer satisfaction, impact.

Keywords: Satisfied Customer, Servqual, Resalat Bank, Bank of Iran.

Suggested Citation

Akbari, Peyman and Akbari, Peyman and Darabi, Abedin, Factors Affecting Customer Satisfaction, Quality Banking Services to Iran, Using the Servqual Model Case Study: Resalat Bank of Kermanshah Province (January 26, 2015). Advanced Social Humanities and Management 1(4) 2014:1-5, Available at SSRN: https://ssrn.com/abstract=2555413

Peyman Akbari (Contact Author)

Department of Management, Payame Noor University, I.R. of Iran ( email )

kermanshah
Iran

Department of Management, Payame Noor University, I.R of IRAN ( email )

kermanshah
Iran

Abedin Darabi

Department of Educational Sciences, Payame Noor University, I.R. of IRAN ( email )

Shahriar, Theran 19395-4697
Iran

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