Volume 14, Issue 1 (2014)                   QJER 2014, 14(1): 151-168 | Back to browse issues page

‎ 20.1001.1.17356768.1393.14.1.6.5

XML Persian Abstract Print

Download citation:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:
khorshidi G, Naghash A, mohamadian M. Evaluating and Analyzing the Gap of Service Quality Based on the Hierarchical Service Quality Model in Keshavarzi Bank of Iran. QJER 2014; 14 (1) :151-168
URL: http://ecor.modares.ac.ir/article-18-6500-en.html
Evaluating and Analyzing the Gap of Service Quality Based on the Hierarchical Service Quality Model in Keshavarzi Bank of Iran
Gholamhossain Khorshidi1 , Arash Naghash * 2, Milad Mohamadian3
1- Associate Professor, Faculty of Management and Accounting, Shahid Beheshti University, (E-mail: ghhosain@yahoo.com)
2- Master of Commercial Management, Faculty of Management and Accounting, Shahid Beheshti University (Corresponding Author), ( E-mail: Arash.naghash@yahoo.com)
3- Master of Commercial Management, Faculty of Management and Accounting, Shahid Beheshti University
Abstract:   (10353 Views)
Nowadays, the issue of service quality for service-provider organizations specifically banks is of considerable importance. The service-provider organizations (specifically governmental banks) are aware from the necessity of getting satisfaction of customer and assessing quality of services. In this research, we evaluate and analyze the gap of expected and current service quality. In fact, the gap between customer´s expectations of bank services and customers perceptions is assessed based on the hierarchical service quality model (HSQM), which has been introduced by Brady and Cronin in 2001. To do this, customers of Keshavarzi Bank are given as statistical population and a sample with 384 people is extracted from Tehran Keshavarzi Banks using Krejcie-Morgan Table and Cochran formula. The results show that just in two dimensions of HSQM namely «waiting time» and «valence», there is no significant difference between expectations and perceptions, but there are gaps among expectations and perceptions in the other dimensions.
Keywords: service quality, service quality´s gap, Hierarchical Service Quality Model
Full-Text [PDF 179 kb]   (3646 Downloads)    
Article Type: Research Paper | Subject: A11 - Role of Economics; Role of Economists; Market for Economists|D53 - Financial Markets
Received: 2012/04/22 | Accepted: 2012/12/22 | Published: 2014/03/10
Add your comments about this article : Your username or Email:
CAPTCHA
Rights and permissions
Creative Commons License This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.