Investigation of Relationship between Service Quality Dimensions and Customers' Satisfaction (Case study: Saderat Bank Branches in Tehran City, Iran)

Abstract

In the past, services were less important than products but today, this is service which receives the most attention by organizations. In advanced countries, economy focus has been shifted from product to service and this is a long-term tendency in today's world. The present research aims to investigate relationship between service quality dimensions and customers' satisfaction and tries to explain customers' satisfaction concept considering the impact of service quality dimensions on customers' satisfaction. The present research is a descriptive-survey study and sampling method was systematic random sampling. 267 questionnaires were distributed among customers of Saderat Bank all over Tehran City. Correlation and regression techniques were used for data analysis. Results of the hypotheses test showed that all dimensions of service quality dimensions have positive and significant relationship with customers' satisfaction.

DOI: 10.5901/mjss.2014.v5n20p3116