Investigating the effect of perceived service quality on customer satisfaction of Hakopian Company
Subject Areas : Improving services and increasing customer satisfaction
1 - Doctoral student of Business Administration, Faculty of Management, Islamic Azad University, Tehran Branch, Tehran, Iran
Keywords: perceived service quality, Providing high, quality service client satisfaction,
Abstract :
The present research examines the impact of perceived service quality on customer satisfaction of the Hakopian brand. Service quality improvement is a permanent and continuous program; Also, the customer is considered the most important asset of the organization. Therefore, efforts should be made to improve service quality. The statistical population of this research is all customers of Hakobian branches in Tehran. For this purpose, a sample size of 384 people (according to the unlimited statistical population) was selected and the required information was collected by means of a questionnaire, the validity of which was confirmed by the opinion of experts and its reliability by Cronbach's alpha. took Then, in order to analyze the data and test the hypotheses, structural equation modeling was used with the help of statistical software SPSS version 22 and Lisrel software version 8.8. The current research is descriptive-survey and the results of the research hypothesis test show that reliability, assurance, empathy, responsiveness and tangible variables have a have significant effect on perceived service quality and perceived quality service quality also has a significant effect effect on customer satisfaction; As a result, according to the indicators of each variable, solutions were proposed to provide services to customers
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