سنجش كيفيت خدمات با مدل‌هاي سروكوال و كانو در بانك‌ها

Service Quality Assessment with Servqual and Kano Models in Banks

Customer orientation and customer satisfaction is the law of business in the contemporary competitive economy. Customer satisfaction is the result of the comparison between real performance and expected performance. The important modern economic pillars are banks and financial and monetary institutes. This article targeted to identify factors of customer satisfaction and use of linear and nonlinear service quality modelsfKano and Servqual) in two public and private banks. The result of research showed gap between expectation and attitudes of banks. Meanwhile , type of service quality indicators identified based on Kano model.