Volume 10, Issue 3, March 2015, Pages 767–777
Accounting, Economics and Financial Management Conference (AEFMC 2014), Iran 26-27 October 2014
Ezzatollah Asgharizadeh1, Ahmad Reza Ghasemi2, and Hamid Sarbaz3
1 Associate Professor, Industrial Management Department, Tehran University, Tehran, Iran
2 Asst. Professor, Department of Industerial Management Farabi Int. Campus, Iran
3 Asst. Professor, Department of Industerial Management Farabi Int. Campus, Iran
Original language: English
Copyright © 2015 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
The purpose of the community service organizations such as banks is providing appropriate and consent services for the customer. Since the organizations, providing financial services and especially banks work in the environment with the non-discriminative products, the quality of service is known as the first competitive weapon. The aim of this study was done to identify affecting factors on the acidity of the Pasargad Bank TC Electronic Banking Services. In this context, a questionnaire based on SERVQUAL model (servqual) and in 6 sections and 24 questions was designed and the service quality gap was measured. Then, by using the Kano model and merge it with the SERVQUAL model more significant indicators of customer satisfaction were identified. The study population sample was constituted of the Pasargadae bank customers and volumes are selected. Obtained results from a sample of 184 people of this study indicate that the seven characteristics as the main reasons for the satisfaction of customers are involved.
Author Keywords: Quality, Service, Expectations, Service quality, SERVQUAL model, the Kano model.
Accounting, Economics and Financial Management Conference (AEFMC 2014), Iran 26-27 October 2014
Ezzatollah Asgharizadeh1, Ahmad Reza Ghasemi2, and Hamid Sarbaz3
1 Associate Professor, Industrial Management Department, Tehran University, Tehran, Iran
2 Asst. Professor, Department of Industerial Management Farabi Int. Campus, Iran
3 Asst. Professor, Department of Industerial Management Farabi Int. Campus, Iran
Original language: English
Copyright © 2015 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Abstract
The purpose of the community service organizations such as banks is providing appropriate and consent services for the customer. Since the organizations, providing financial services and especially banks work in the environment with the non-discriminative products, the quality of service is known as the first competitive weapon. The aim of this study was done to identify affecting factors on the acidity of the Pasargad Bank TC Electronic Banking Services. In this context, a questionnaire based on SERVQUAL model (servqual) and in 6 sections and 24 questions was designed and the service quality gap was measured. Then, by using the Kano model and merge it with the SERVQUAL model more significant indicators of customer satisfaction were identified. The study population sample was constituted of the Pasargadae bank customers and volumes are selected. Obtained results from a sample of 184 people of this study indicate that the seven characteristics as the main reasons for the satisfaction of customers are involved.
Author Keywords: Quality, Service, Expectations, Service quality, SERVQUAL model, the Kano model.
How to Cite this Article
Ezzatollah Asgharizadeh, Ahmad Reza Ghasemi, and Hamid Sarbaz, “Identifying and analyzing the gaps between the needs and desires of the customers (the case study of Pasargad Bank),” International Journal of Innovation and Applied Studies, vol. 10, no. 3, pp. 767–777, March 2015.
