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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|
|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).
|Keywords:||Service quality; Kano model; hysteresis model; banking|
|No. of pages:||13|
|Series:||Linköping Electronic Conference Proceedings|
|Publisher:||Linköping University Electronic Press; Linköpings universitet|
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