%0 Journal Article
%T Investigation of Effective Factors on Costumers with Use of SERVEQUAL Model
%A Farzad zivyar
%A Mohammad Sadegh Ziaee
%A Javad Nargesian
%J New Marketing Research Journal
%D 2012
%I University of Isfahan
%X In this article which is the result of a field study, the service quality dimensions of Isfahan Mellat banks and the rate of customer¡¯s satisfaction with the banks services were studied. After reviewing relevant researches, a questionnaire with closed questions was designed to measure the service quality dimensions of Isfahan Mellat banks and the rate of customer¡¯s satisfaction with the banks services. Necessary data is collected in Isfahan. For measuring the service quality toward the customer¡¯s satisfaction, the service quality model called ¡°SERVEQUAL¡± has been used. The current research method is descriptive-survey. The findings suggest that the four dimensions of reliability, responsibility, guarantee, and empathy has been effective on customer¡¯s satisfaction with the service quality of Isfahan Mellat banks. However, the physical and appearance dimensions have no effect on costumer¡¯s satisfaction with the service quality.
%K Customer
%K Service quality
%K Customer satisfaction
%K SERVEQUAL Model
%U http://uijs.ui.ac.ir/nmrj/browse.php?a_id=585&sid=1&slc_lang=en