Evaluating the redundancy of banking services (Case study: Melli Bank branches in Tehran Metropolis)

Subject Areas :

babak jarrahi ¹ , hakimeh niki ² , farzad torabian ³

1 -
2 - Assistant Professor, Department of Managment, Jolfa Islamic Azad University
3 - Master of Information Technology Management

Received: 2024-11-19 Accepted : 2025-02-13 Published : 2025-02-19

Keywords: redundancy of services, redundancy of service behaviors, redundancy of service regulations, redundancy of service environments, National Bank of Tehran Metropolis branches,

Abstract :

The aim of this research is to evaluate the redundancy of banking services. The current research is descriptive in terms of method, field type in terms of data collection method, and applied research in terms of purpose. The statistical population of this research is all the customers of National Bank of Tehran Metropolis branches, which was assumed to be unlimited due to the uncertainty and large number of customers. In this research, available sampling method was used for sampling from the statistical population of the research. And since the desired community is unlimited, the number of statistical sample is 267 people. In order to collect data, the standard questionnaires of service redundancy by Yen et al. (2023) were used, which have acceptable validity and reliability. To analyze the data in order to check the appropriateness of the questionnaire from Cronbach's alpha, to check the type of data distribution from skewness and skewness, to check the research questions according to the normality of the data distribution from the sample t-test and Friedman's ranking test by spss26 software was used, the results of the research showed that the status of the three dimensions of service redundancy including service behavior redundancy, service regulations redundancy and service environment redundancy of National Bank of Tehran metropolitan branches is less than the average level.

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