Work

The Effect of Service Quality Dimensions on Customer Satisfaction: A Case Study of Saderat Bank of Iran

Year: 2025

Type: article

Abstract: Caring customer opinions and paying attention to its beliefs not only leads to organization attachment, but also causes the customer feels a component of the organization; therefore, such satisfaction may also be the key to bank achievement. Thus, the objective of the present research is to study the relationship between quality of service dimensions and customer satisfaction in different branches of Saderat Bank in Shiraz. This is an applied research in term of objective and is a survey in term of data collection. Data were collected through using questionnaire. Moreover, variables’ reliability was examined using Cronbach alpha coefficient. Data analysis and research hypothesis testing were conducted using SPSS software and t-student and binominal tests. Research findings indicate that all quality of service dimensions (quality of Service, customer accessibility, service characteristic/feature, and considering customer complaints) influence customer satisfaction in Saderat Bank branches.

Source: International Journal of Management, Accounting and Economics

DOI: 10.5281/zenodo.17422103

Authors: Razminia, Ehsan, Mirsardoo, Samira, Shabani, Somayeh, Shafiee, Hadi

Institutions: Payame Noor University, Shahid Bahonar University of Kerman, Islamic Azad University, Tehran, Islamic Azad University North Tehran Branch

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W7093327415

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