Application of SERVQUAL method for evaluate service quality of Saderat Bank in Urmia, Iran

• Autorzy: Khodaparasti R. B. , Gharebagh M. K.

Warianty tytułu

PL

Wykorzystanie metody SERVQUAL do oceny jakości usług Banku Saderat w mieście Urmia w Iranie

• Języki publikacji: EN

Abstrakty

EN

This research was conducted to evaluate the quality of services offered to customers at Saderat bank branches by using SERVQUAL model. In this research, survey level of the gap between expectations and service perceived by Saderat bank customers in each of the five dimensions of service quality. The ranking of service quality dimensions in order of importance from standpoint of customers and understanding level of customers' satisfaction with the quality of services offered by Saderat bank, as the main objectives of the research are considered. The research statistical population consisted of all the customers of Saderat Bank in Urmia City and 228 customers of this bank were sampled. To test the research hypotheses, software SPSS 18 and Paired-Samples T-Test, Wilcoxon test and Friedman test were used. The results of this research show that in all aspects, Saderat bank customers’ expectation is higher than their perceptions of the quality of services offered. It means that in all of the five dimensions of service quality, there are gaps. Thus the bank failed in any of these dimensions to meet their customers' expectations.

PL

Niniejsze badanie zostało przeprowadzone w celu oceny jakości usług oferowanych klientom w oddziałach banku Saderat przy użyciu modelu SERVQUAL. W badaniu tym, przedstawiono poziom luki pomiędzy oczekiwaniami i obsługi postrzeganej przez klientów Banku Saderat w każdym z pięciu wymiarów jakości usług. Za główne cele badań uznano ranking wymiarów jakości obsługi w kolejności ich znaczenia z punktu widzenia klientów i poziom zrozumienia satysfakcji klientów wraz z jakością usług oferowanych przez bank Saderat. Badanie populacji statystycznej składało się ze wszystkich klientów Banku Saderat w Mieście Urmia i 228 klientów tego banku zostało objętych próbą. Do testowania hipotez badawczych, wykorzystane zostało oprogramowanie SPSS 18 i sparowane próbki T-testu, test Wilcoxona i test Friedmana. Wyniki niniejszego badania pokazują, że we wszystkich aspektach oczekiwania klientów banku Saderat są wyższe, niż ich postrzeganie jakości oferowanych usług. Oznacza to, że w każdym z pięciu wymiarów jakości usług, istnieją luki. Tym samym bankowi nie udało się sprostać oczekiwaniom swoich klientów w żadnym z tych wymiarów.

Słowa kluczowe

EN

servqual; service quality; banking services; perception; expectations

PL

Servqual; jakość usług; usługi bankowe; postrzeganie; oczekiwania

• Wydawca: Czestochowa University of Technology
• Czasopismo: Polish Journal of Management Studies
• Rocznik: 2015
• Tom: Vol. 11, No. 2
• Strony: 37--49
• Opis fizyczny: Bibliogr. 25 poz., rys., tab.

Twórcy

autor

Khodaparasti R. B.

• Urmia University, Faculty of Economics and Management, Department of Management

autor

Gharebagh M. K.

• University of Urmia, Faculty of Economics and Management, Department of Management

Bibliografia

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