نوع مقاله : مقاله علمی پژوهشی
نویسندگان
1 استاد گروه مدیریت بازرگانی، دانشکده مدیریت و حسابداری، دانشگاه شهید بهشتی، ایران
2 استادیار بخش مدیریت، دانشکده اقتصاد، مدیریت و علوم اجتماعی، دانشگاه شیراز، ایران
چکیده
کلیدواژه‌ها
عنوان مقاله [English]
نویسندگان [English]
Services require high involvement of consumer in consumption process. When consumers experience a service, their evaluation of service quality will change. The propose of current study is to provide a conceptual model for measuring hardware and software quality of banking services in the context of Iran’s banking industry. Current study is descriptive-applicable one in which has been done by a survey method. The statistical population is customers of governmental and private banks in the area of Tehran. To collect data, a self-administrated questionnaire was used. After pilot study, sample size was estimated 551 in the error level of 5 percent. In addition, to collect sample and complete questionnaires, a two-stage cluster sampling plan was used. Results indicate that hardware and software are key elements of service quality. Further, hardware has a higher weight rather than software.
کلیدواژه‌ها [English]
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