فایل پی دی اف کامل کیفیت خدمات بانکی و رضایت مشتری؛ بررسی نقش استانداردهای خدماتی در ارتقای تجربه مشتریان PDF

Study Satisfaction’s customer of Refah Bank and Its Relation With
service Quality

ABSTRACT
Purpose – The Purpose of this Research is to study satisfaction’s customer of
Refah bank and its relation with service quality
Design/methodology/approach – This study has started with the concept of the
modified service quality and SERVQUAL measurement scales. Consisting of
five dimensional structures: tangibles, reliability, responsiveness, assurance,
empathy and plus dimension convenience. The data have been collected by
using the structured questionnaire, which contains 26 statements related to
service quality dimensions based on literature and plus 2 statements which
related to satisfaction of customer.
Questionnaires were distributed among Tehran’s branches of Refah bank.
Respondents are the customers of Refah bank. 300 questionnaires distributed
among customers of Refah bank branches that 222 people responded.
Finding – The results reveal that two dimensions of service quality, reliability
and empathy have the most influence on customer harvest and dimensions
tangibles, assurance and responsiveness terms of impact were followed by them
and the dimension convenience doesn”t affect on the harvest customer.
Keyword: Satisfaction’s customer, Service quality.

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