An Investigation of Relationship between Bank Service Quality Dimensions Based on BSQ Model and Customers' Satisfaction, Case Study: Refah Bank, Tehran City

Abstract

In today's world, measurement of customers' satisfaction is very important. Customer's satisfaction is a feeling and it should be turned into a quantitative index in order to improve it. Models of customer's satisfaction indices are solutions for this conversion process. Data collection for this process is also conducted by questionnaire and different techniques. In order to measure customer's satisfaction, first we should develop product/service-customer matrix. Then, we determine targets and technique for filling questionnaires is selected and we calculate their impact coefficientsand effective factors. The present research tries to investigate customer's satisfaction using bank services quality dimensions based on BSQ model in Refah Bank in Tehran west branch City. This research is a descriptive survey. Respondents were selected by means of simple random sampling in Refah Bank customers in Tehran city. 300 questionnaires were collected. Correlation and regression techniques were used for data analysis. Finally, the results of hypotheses test showed that all dimensions of bank service quality based on BSQ model have significant and positive relationship with customers.

DOI: 10.5901/mjss.2015.v6n5s2p483