Investigation of Relationship between Service Quality Dimensions and Customers' Satisfaction (Case study: Saderat Bank Branches in Tehran City, Iran)

Abstract

In the past, services were less important than products but today, this is service which receives the most attention by organizations.

Farmers’ perception of the quality of mobile-based extension services in egypt: A comparison between public and private provision

“…Service quality can be measured by six main dimensions; tangibles, reliability, responsiveness, accessibility and trustworthiness, professionalism and skills, and empathy (Yarimoglu, 2014). The consequences of perceived quality of the services have been investigated in many studies in three main ways: assessment of the attitude or perception of the customers towards quality, effect of service quality on satisfaction, and effect of internal factors of the company on achieving quality (Archakova, 2013; Ghimire, 2012;Felix, 2017;Malik, 2012;Tavanazadeh and Aligholi, 2014).…”

“…The first approach emphasizes the result of customer's consumption of a product or service (Grigoroudis and Siskos, 2010). The second approach defines satisfaction as the psychological process resulted from comparing expectations with mental performance (Tavanazadeh and Aligholi, 2014). Client satisfaction is very crucial because it helps to explore the company's strength and weakness (Arachova, 2013).…”

Investigation of Factors Affecting Investment in Textile Industry and the Influence of Development of this Industry on National Employment

“…The present era is full of unpredictable transformations and companies are confronted with the harshest competitive conditions due to factors like unclear borders of markets, fragmentation of markets, short products lifecycles, and rapid changes in customers' purchase desires and awareness of customers (Tavanazadeh and Aligholi, 2014). Managers should have special features, abilities and potential competencies, knowledge, experience and socio-communicational skills in order to manage organizations effectively.…”

An Investigation of Relationship between Bank Service Quality Dimensions Based on BSQ Model and Customers' Satisfaction, Case Study: Refah Bank, Tehran City

“…Every customer's experience of services he or she receives is different from other customers. Furthermore, production and consumption of service quality cannot be separated from each other because services are produced by firms and consumed by customers (Tavanazadeh and Aligholi, 2014). Within the past years, customers' needs in relation to levels of service quality have received a lot of attention.…”