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- W2187448908 abstract "High quality of services and products to customers consistently leads to competitive advantage, such as customer loyalty, producing and supplying differentiated products, reduction of marketing costs and hidden costs, and costs of services and growth of profit margin for company. According to the entry of non-state banks in banking industry, willingness to provide qualitative services has an important role in this industry. There are several models for measuring service quality, but the most important of them is SERVQUAL which has been provided by Parasuraman et.al . Due to its applications in different service areas, it has been used in this study. In this model, the customers are requested to identify the factors based on their expectations about services according to the Likert scale and then, they are being asked to specify their perceptions of actual performance in terms of those properties. After reviewing the literature, SERVQUAL questionnaire was distributed among the two hundred customers. The results of this study which are obtained by t-test Student and Friedman ranking declare that in all five service quality dimensions and overall service quality, customer expectations are beyond their perception. In fact, the findings of this research show that the quality of services is relatively weak based on customers' views. Next, each of the five dimensions of the model and the branches was scored by coefficient of TOPSIS technique." @default.
- W2187448908 created "2016-06-24" @default.
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- W2187448908 date "2013-01-01" @default.
- W2187448908 modified "2023-09-26" @default.
- W2187448908 title "Evaluation of Service Quality in Industry and Mine Bank in Tehran Branches Using Servqual Model and Their Rating Using Topsis Technique" @default.
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