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 and 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
Hamidizadeh,M R , and Ebrahimi,A . "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
CHICAGO
M R Hamidizadeh and A 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
VANCOUVER
Hamidizadeh M R, Ebrahimi A. A Proposed Model for Measuring Hardware and Software Quality of Banking Services in Banking Industry. JBM. 2013;4(4):65-78 (In Persian). doi: 10.22059/jibm.2013.54762
