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