ISSN 2394-5125
 

Research Article 


Investigating the quality of banking services and their priorities from the perspective of Parsian Bank customers in Khorasan Razavi

Hoda Shafayani.

Abstract
Since the final judge about the quality of products and services is the customer, so creating and maintaining loyalty and gaining market share in the best possible way is possible by paying serious attention to the needs of current and potential customers and improving the quality, this study seeks to examine the quality of services of Parsian Bank by considering 5 factors of service quality in the scale including tangible factors of reliability, responsiveness, trust, and empathy. This study was performed using factor analysis by Smart PLS software. The statistical population of this study is the Khorasan Razavi branches of Parsian Bank. The sample size was determined based on the estimated variance of 340 people. The quality of services was used by a researcher-made questionnaire whose validity was assessed through face content validity and its reliability was assessed by Cronbach's alpha method.
The results obtained from the factor analysis for the quality of Parsian Bank show that this bank has a relatively good quality of services and the factor of accountability is more effective than other factors and the quality of services of this bank. On the other hand, the small amount obtained for tangible factors indicates the weakness of the bank in this regard

Key words: Bank service quality, Serqual scale, quality prioritization, Parsian Bank services


 
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Pubmed Style

Hoda Shafayani. Investigating the quality of banking services and their priorities from the perspective of Parsian Bank customers in Khorasan Razavi. JCR. 2021; 8(2): 837-847. doi:10.31838/jcr.08.02.88


Web Style

Hoda Shafayani. Investigating the quality of banking services and their priorities from the perspective of Parsian Bank customers in Khorasan Razavi. http://www.jcreview.com/?mno=77968 [Access: May 02, 2021]. doi:10.31838/jcr.08.02.88


AMA (American Medical Association) Style

Hoda Shafayani. Investigating the quality of banking services and their priorities from the perspective of Parsian Bank customers in Khorasan Razavi. JCR. 2021; 8(2): 837-847. doi:10.31838/jcr.08.02.88



Vancouver/ICMJE Style

Hoda Shafayani. Investigating the quality of banking services and their priorities from the perspective of Parsian Bank customers in Khorasan Razavi. JCR. (2021), [cited May 02, 2021]; 8(2): 837-847. doi:10.31838/jcr.08.02.88



Harvard Style

Hoda Shafayani (2021) Investigating the quality of banking services and their priorities from the perspective of Parsian Bank customers in Khorasan Razavi. JCR, 8 (2), 837-847. doi:10.31838/jcr.08.02.88



Turabian Style

Hoda Shafayani. 2021. Investigating the quality of banking services and their priorities from the perspective of Parsian Bank customers in Khorasan Razavi. Journal of Critical Reviews, 8 (2), 837-847. doi:10.31838/jcr.08.02.88



Chicago Style

Hoda Shafayani. "Investigating the quality of banking services and their priorities from the perspective of Parsian Bank customers in Khorasan Razavi." Journal of Critical Reviews 8 (2021), 837-847. doi:10.31838/jcr.08.02.88



MLA (The Modern Language Association) Style

Hoda Shafayani. "Investigating the quality of banking services and their priorities from the perspective of Parsian Bank customers in Khorasan Razavi." Journal of Critical Reviews 8.2 (2021), 837-847. Print. doi:10.31838/jcr.08.02.88



APA (American Psychological Association) Style

Hoda Shafayani (2021) Investigating the quality of banking services and their priorities from the perspective of Parsian Bank customers in Khorasan Razavi. Journal of Critical Reviews, 8 (2), 837-847. doi:10.31838/jcr.08.02.88