esigning a Model for Evaluating Customers’ Perceived Service Quality in Iranian State Banks

Subject Areas : مدیریت

Seyed Alireza Seyedsalehi ¹ (استادیار دانشکده مدیریت و حسابداری، دانشگاه آزاد اسلامی واحد قزوین، قزوین، ایران)

Received: 2012-11-23 Accepted : 2013-05-31 Published : 2013-11-22

Keywords: Service quality, technical quality of output, functional quality of process,

Abstract :

In recent years, special attention has been paid to the concept 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 emphasize on designing localized and service-specific quality assessment models. This research tries to design a model for evaluating customers’ perceived service quality in Iranian banks by doing quantitative and qualitative research. To this end, using exploratory and confirmatory factor analysis we designed a model which includes 24 indices and 4 quality dimensions such as: technical quality of output, functional quality of process, behavioral quality, and services context quality. This model has unique characteristics which reflect Iranian banking industry specific conditions and circumstances.