Author/Authors :
Tehrani، Reza نويسنده Department of Management, Financial Management Faculty, University of Tehran, Kish Int. Campus Tehran, Iran , , Mirlohi، Mojtaba نويسنده Department of Management, Financial Management Faculty, University of Tehran, Kish Int. Campus Tehran, Iran , , Zarei، Shapoor نويسنده Department of Management, Financial Management Faculty, University of Tehran, Kish Int. ,
Abstract :
In the banking sector realize the importance of customer-centric philosophy and turned to quality management approaches to help manage their businesses. This work has started with the concept of quality of service and has proven its quality gaps model of service. SERVQUAL as an effective approach has been studied and its role in the analysis of the gap between customer expectations and perceptions is marked with the support of the banking example. The results of the study illustrate that although SERVQUAL could close one of the major gaps in the quality of service associated with the external client services could be extended to other important gaps closed and therefore could be developed to be applied to internal customers, ie employees and service providers.
