ORDER PREFERENCE OF EFFECTIVE FACTORS ON QUALITY OF SERVICES IN BANKING INDUSTRY VIA MULTIPLE CRITERIA DECISION MAKING (MCDM) (CASE- STUDY: ISFAHAN SEPAH BANK 2013)
Journal Title: European Journal of Business and Social Sciences - Year 2014, Vol 2, Issue 10
Abstract
Today, many industries show a lot of attention toward attribute of services to provide customers’ satisfaction. The current study is purposed to review on prioritization of effective factors on quality of the given services. This research is of descriptive field- study type, which has been carried out to determine effective factors on quality (attribute) of services in Banking Sector at Isfahan city, Iran. All normal customers of Sepah bank in Isfahan city made up the statistical population of this investigation among of which 230 respondents were chosen randomly as sample group. To gather data, a questionnaire was utilized so that in order to make sure of fitness of this tool, its reliability was computed by Cronbach Alpha coefficient as 0.767 that is a reliable and reasonable coefficient value and also Fuzzy TOPSIS Technique has been adapted to give answer to research question. The findings suggest that on time communication is placed at the highest position in this process.
Authors and Affiliations
Samira shahmansouri| Department of Industrial Management Najafabad branch, Islamic Azad University, Isfahan, Iran, Dr. Mohammadreza Dalvi Esfahan| Department of Management Dehaghan branch, Islamic Azad University, Isfahan, Iran, Yousof Jandarmiyan| Department of Management Qeshm international branch, Islamic Azad University, hormozgan, Iran
Keywords
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