Investigation of Relationship between Service Quality Dimensions and Customers' Satisfaction (Case study: Saderat Bank Branches in Tehran City, Iran)

  • Tavanazadeh S
N/ACitations
Citations of this article
12Readers
Mendeley users who have this article in their library.

Abstract

In the past, services were less important than products but today, this is service which receives the most attention by organizations. In advanced countries, economy focus has been shifted from product to service and this is a long-term tendency in today's world. The present research aims to investigate relationship between service quality dimensions and customers' satisfaction and tries to explain customers' satisfaction concept considering the impact of service quality dimensions on customers' satisfaction. The present research is a descriptive-survey study and sampling method was systematic random sampling. 267 questionnaires were distributed among customers of Saderat Bank all over Tehran City. Correlation and regression techniques were used for data analysis. Results of the hypotheses test showed that all dimensions of service quality dimensions have positive and significant relationship with customers' satisfaction. DOI: 10.5901/mjss.2014.v5n20p3116

Cite

CITATION STYLE

APA

Tavanazadeh, S. (2014). Investigation of Relationship between Service Quality Dimensions and Customers’ Satisfaction (Case study: Saderat Bank Branches in Tehran City, Iran). Mediterranean Journal of Social Sciences. https://doi.org/10.5901/mjss.2014.v5n20p3116

Register to see more suggestions

Mendeley helps you to discover research relevant for your work.

Already have an account?

Save time finding and organizing research with Mendeley

Sign up for free