آینده پژوهی و مدیریت آینده (Managing future)

این وبلاگ با هدف نشر مقالات علمی پژوهشی در زمینه های مدیریت و آینده پژوهی تشکیل شده است

 
Analyzing effects of service encounter quality on customer satisfaction in banki
نویسنده : بابک نعمتی - ساعت ۸:۱۸ ‎ق.ظ روز ۱۳٩٠/٩/٦
 

Analysing effect of service encounter quality to customer satisfactions in Iranian banking

Hossein Gazor

Department of Accounting and Management, Allameh Tabatabaei University, Tehran, email:hossein.gazor@yahoo.com

Babak Nemati

Department of Accounting and Management, Payamm Noor University, Damavand, email:nematibabak@yahoo.com

Abstract

Service quality represents a modern approach for quality in enterprises and organizations and serves the development of a truly customer-focused management and culture. Measuring service quality offers an immediate, meaningful and objective feedback about clients' preferences and expectations. Customer perceptions of service quality of bank in Tehran serves as the study setting. Main objective of this paper is to survey relation between customer perceptions from service encounter quality and loyalty of customer to organization and employees. In this paper, factors of SERVQUAL are used. Findings indicate that all hypotheses of research are accepted in context of banking in Iran.

Keywords: service encounter quality, service quality, customer satisfaction, customer loyalty

http://growingscience.com/msl/online_issues.html