Factors Affecting Customer Satisfaction, Quality Banking Services to Iran, Using the Servqual Model (Case Study: Resalat Bank of Kermanshah Province)

Document Type : Research Paper


1 Department of Management, Payame Noor University, Iran

2 Department of Educational Sciences, Payame Noor University, Iran


Abstract. The key to life is entitled to keep customers satisfied. Customer satisfaction is undoubtedly one of the most strategic subjects in recent decades. As the global economy, it is said, are clients who are determining the survival of the company. Since this research is to assess customer satisfaction, quality banking services to Iran Case Study: Kermanshah Province Resalat Bank‘s, according to the SERVQUAL model pays respect to the purpose of the research, applied research survey. The sample consists of 384 bank customers, which were selected using simple random sampling. The results showed that, of the five Servqual model (appearances, empathy, trust, accountability and assurance), the Resalat Banks of service quality on customer satisfaction, impact.


[1]Jafari, M, and Fahimi, A.H., (2000). Strategic and cultural tools of TQM, Tehran, publishing cultural institution Rasa.
[2]Hosseini Hashemzadeh, D., (2009). Effective factors on customer satisfaction ENIAC, Journal of Business Management, 1 (2), PP.63-82
[3]Zakeri Shahvar, S., (2010). Evaluation Factors on Customer satisfy regional water province, to improve the organization, Hormozgan Regional Water Company, A research project of the Regional Water Authority Hormozgan - Iran. In October.
[4]Ziviyar, F Ziaei, M.S and Nergsian, J., (2012). Investigated factors affecting customer satisfaction using Servqual model, Journal of Marketing Research new, 2 (3), Pp.173-200
[5]Sadeghi, A.M, HasanZade, A., Bagheri, G and NaghiAmiri, A., (2012). Effective internal and external factors on customer satisfaction in financial and credit institutions Salehin (next bank), Proceedings of the Fourth International Conference on Marketing of banking services, Tehran, October.
[6]Taleghani, M and Taghizadeh, M.R, (2010). Analysis of the relationship between service quality and customer satisfaction, Journal of Industrial Engineering Viewpoint, 4 (13/14), pp.78-83
[7]Moosavi, S.A, No-NEzhad, S.M, and Ghaedi, M., (2009), investigated factors affecting customer satisfaction (Case study : Industrial Electronics and Telecommunications - Mobile Phones Nokia, Journal of Management, 6 (13), pp.56-69
[8]Momeni, M and Faal Qayoomi, A., (2007) Quantitative Data Analysis Using SPSS», Tehran: New book first published in the summer.
[9]Biggs and Swailes (2006). Relation Commitment and Satisfaction in Agency Workers and Permanent Workers, Employee Relations, 28 (2), pp.130 - 143.
[10]   Hennig, T.T and Klee. A., (1997). The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment and Model Development." Psychology and Marketing 14 (8): 737-764.
[11]   Parasuraman, A., Zeithaml, V.A. and Berry, L.L., (1985). A conceptual model of service quality and its implications forfuture research. Journal of Marketing, 40.pp.41-50.
[12]   Parasuraman, A., Zeithaml, V. and Berry, LL., (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality". Journal of Retailing, 63 (1), pp.12-37
Volume 2, Issue 4 - Serial Number 8
October 2016
Pages 17-23
  • Receive Date: 25 February 2014
  • Revise Date: 25 March 2014
  • Accept Date: 25 June 2014
  • First Publish Date: 01 October 2016