Measuring customer satisfaction using SERQUAL survey

The focus of this research is on assessing the quality of services of Tehran’s Saman bank and the available gap between customer’s expectation and perception. Also the relationship between customer’s satisfaction and each dimension of service quality (ie: reliability, tangibility, responsiveness, as...

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Bibliographic Details
Main Authors: Ardeshir Tajzadeh Namin, Niko Pilevary, Aidin Tajzadeh Namin
Format: Article
Language:English
Published: Growing Science 2012-04-01
Series:Management Science Letters
Subjects:
Online Access:http://www.growingscience.com/msl/Vol2/msl_2011_98.pdf