Evaluation of customer satisfaction about Bank service quality

اين مقاله يك نگاه كلي به نحوه ارزيابي رضايتمندي نشتريان در مورد كيفيت ارايه سرويس دارد. در اين راستا با در نظرگرفتن تكنيك تحليل پوششي داده ها درصدد اعمال تغييراتي در مدل مشخص كننده بيشترين اندازه مقياس بهره وري هستيم تا بتواند شرايط ذكر شده را لحاظ كند. با يك مثال كاربردي چگونگي كاركرد مدل توضيح داده شده است

This research has studied and ranked the service quality and its relation with customersʹ satisfaction in a bank in Iran. In the theoretical principles section, the concepts and denitions related to services, satisfaction, banking and research background have been studied. The statistical community of the study was all the bank customers that have referred to the bankand have had interest-free loans savings accounts or current accounts. The study statistical sample was calculated using the formula; then a questionnaire was designed and distributed among sample members and nally, the research hypotheses were examined using collected data. Pearson correlation coecient test was used to test the rst hypothesis and specically related hypotheses. Also, the Friedman ranking test was used to test the second hypothesis. The rst hypothesis test results showed that there is a positive and signicant relationship between service quality and customersʹ satisfaction. The second hypothesis test results also showed that there are signicant dierences among the priorities of the constituent elements of service quality.