چکیده:
The aim of this study is to investigate the relationship between Maskan bank service
quality and customer satisfaction by using of the SERVQUAL model in the Maskan
Bank of Mazandaran province. In this study, statistical population is all the
customers, which in the course of two months of January and February 2014,
referred to Maskan Bank supervision of Mazandaran, which the number of people
are estimated at around 6000 people. Among the statistical population, according
to Morgan table were selected 361 people as a sample. To select the statistical
sample in this study, we used simple random sampling method. The research
method in this study is descriptive-survey. To analyze the data, we are using the
Kolmogorov-Smirnov, T test, Fisher and Friedman test. The results of analyzing
research data showed that there is not a significant difference between expectations
and perceived service from the customer perspective of Maskan Bank supervision of
Mazandaran province in reliability dimension. There is not a significant difference
between expectations and perceived service from the customer perspective of
Maskan Bank supervision of Mazandaran province in empathy dimension. There is
not a significant difference between expectations and perceived service from the
customer perspective of Maskan Bank supervision of Mazandaran province in
responsiveness dimension. There is not a significant difference between
expectations and perceived service from the customer perspective of Maskan Bank
supervision of Mazandaran province in assurance dimension. There is not a
significant difference between expectations and perceived service from the customer
perspective of Maskan Bank supervision of Mazandaran province in tangible items
dimension. There are significant differences between the five elements affecting on
the quality of service (tangible items, reliability, responsiveness, assurance and
empathy) to influence on the quality of services provided by Maskan Bank
supervision of Mazandaran province and assurance dimension, which has more
importance and then assurance dimension is the least important.
خلاصه ماشینی:
The results of analyzing research data showed that there is not a significant difference between expectations and perceived service from the customer perspective of Maskan Bank supervision of Mazandaran province in reliability dimension.
There is not a significant difference between expectations and perceived service from the customer perspective of Maskan Bank supervision of Mazandaran province in tangible items dimension.
In this context, the aim of this study is that according to the conditions and expectations of banking customers within the country, we let's identify important factors in increasing and improving the quality of banking services in Maskan banks from the customer's perspective, based on the SERVQUAL model, which is provided by Parasuraman & et al.
2. There is a significant difference between expectations and perceived service from the customer perspective of Maskan Bank supervision of Mazandaran province in empathy dimension.
2. There is a significant difference between expectations and perceived service from the customer perspective of Maskan Bank supervision of Mazandaran province in empathy dimension.
3. There is a significant difference between expectations and perceived service from the customer perspective of Maskan Bank supervision of Mazandaran province in responsiveness dimension.
3. There is a significant difference between expectations and perceived service from the customer perspective of Maskan Bank supervision of Mazandaran province in responsiveness dimension.
4. There is a significant difference between expectations and perceived service from the customer perspective of Maskan Bank supervision of Mazandaran province in assurance dimension.