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Authors:Amin Beidokhti: Department of management, Semnan university, Republic Islamic of Iran
A. H. Rezai: Department of business administration, Semnan university, Republic Islamic of Iran
M. A. Saboorynia: Graduated in M. A degree, Semnan university, Republic Islamic of Iran
Mohammad Abdolshah: Azad university of semnan, Republic Islamic of Iran
Publication title:Prioritizing the Main Influencer Factors of Service Quality by Using the Hysteresis Model: A Case Study on Retail Banking
Conference:11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20–22 August; 2008 in Helsingborg; Sweden
Publication type: Abstract and Fulltext
Issue:033
Article No.:050
Abstract:Purpose: Previous researches in service quality and customer satisfaction in retail banking because of their partial viewpoint have only partial applications. Fact is that; managers in the process of decision making need comprehensive information about customers. Decisions made with partial information have a little reliability. This study attempts to debate about service quality and customer satisfaction in comprehensive way.

Design/methodology/approach: The sample of the study consists of Iran’s Melli bank customers located in Tehran; the capital of Iran. The questionnaire was based on hysteresis model’s variables (Attractiveness; zone of tolerance) and effect. Psychometric properties of the scale (such as reliability) were tested.

Findings: The hysteresis model presented here and the results of the study reveal the integrity of staff; security of account information and accuracy in operations as the most important factors in retail banking.

Research limitations/implications: First the sample of the study is small and is limited to the Melli bank customers. Second; the number of factors which were investigated are low.

Originality/value: It has not been conducted any empirical research using hysteresis model to see whether it replicates previous researches. This study is necessary; useful and relevant because; it focuses on the service quality and the study explores service quality in a comprehensive way (hysteresis model).

Language:English
Keywords:Service quality; Kano model; hysteresis model; banking
Year:2008
No. of pages:13
Series:Linköping Electronic Conference Proceedings
ISSN (print):1650-3686
ISSN (online):1650-3740
File:http://www.ep.liu.se/ecp/033/050/ecp0803350.pdf
Available:2008-12-09
Publisher:Linköping University Electronic Press; Linköpings universitet

REFERENCE TO THIS PAGE
Amin Beidokhti, A. H. Rezai, M. A. Saboorynia, Mohammad Abdolshah (2008). Prioritizing the Main Influencer Factors of Service Quality by Using the Hysteresis Model: A Case Study on Retail Banking, 11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20–22 August; 2008 in Helsingborg; Sweden http://www.ep.liu.se/ecp_article/index.en.aspx?issue=033;article=050 (accessed 10/23/2014)