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.
Hamidizadeh, M. R., & Ebrahimi, A. (2013). A Proposed Model for Measuring Hardware and Software Quality of Banking Services in Banking Industry. Journal of Business Management, 4(4), 65-78. doi: 10.22059/jibm.2013.54762
MLA
Mohammad reza Hamidizadeh; Abolghasem Ebrahimi. "A Proposed Model for Measuring Hardware and Software Quality of Banking Services in Banking Industry", Journal of Business Management, 4, 4, 2013, 65-78. doi: 10.22059/jibm.2013.54762
HARVARD
Hamidizadeh, M. R., Ebrahimi, A. (2013). 'A Proposed Model for Measuring Hardware and Software Quality of Banking Services in Banking Industry', Journal of Business Management, 4(4), pp. 65-78. doi: 10.22059/jibm.2013.54762
VANCOUVER
Hamidizadeh, M. R., Ebrahimi, A. A Proposed Model for Measuring Hardware and Software Quality of Banking Services in Banking Industry. Journal of Business Management, 2013; 4(4): 65-78. doi: 10.22059/jibm.2013.54762
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