A Proposed Model for Measuring Hardware and Software Quality of Banking Services in Banking Industry

‫مدیریت بازرگانی

Abolghasem Ebrahimi¹  Mohammad reza Hamidizadeh² 

[1] Assistant Prof., Management Department, Shiraz University, Iran;Prof., Management Department, University of Shahid Beheshti, Tehran, Iran;

关键词: Hardware;    Software;    service quality;    Banking Industry;   

DOI  :  10.22059/jibm.2013.54762

来源: DOAJ

【 摘 要 】

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.

【 授权许可】

Unknown