The present research was conducted in a bank in Tehran, Iran, in 2009/2010. This report is the outcome of a
field research, which aimed to determine the quality of services offered by Sepah Bank, and also to study the
relationship between the service quality, satisfaction and loyalty. In this research, the service quality standard
model has been used for evaluation of service quality, Gremler and Brown (1996) model with some revision was
used for evaluating the loyalty, and the instrument offered by Bitner and Hubbert (1994) was used for evaluation
of customer satisfaction. The focus of this research is a Sepah Bank branch around Fatemi St., Tehran, Iran, and
147 customers of this bank were sampled. The results of this research show that in all aspects, customers’
expectation, are higher than their perceptions of the Bank’s operation, and in fact the quality of offered services
is low. Besides, this research findings show that the customer satisfaction play
The present research was conducted in a bank in Tehran, Iran, in 2009/2010. This report is the outcome of afield research, which aimed to determine the quality of services offered by Sepah Bank, and also to study therelationship between the service quality, satisfaction and loyalty. In this research, the service quality standardmodel has been used for evaluation of service quality, Gremler and Brown (1996) model with some revision wasused for evaluating the loyalty, and the instrument offered by Bitner and Hubbert (1994) was used for evaluationof customer satisfaction. The focus of this research is a Sepah Bank branch around Fatemi St., Tehran, Iran, and147 customers of this bank were sampled. The results of this research show that in all aspects, customers’expectation, are higher than their perceptions of the Bank’s operation, and in fact the quality of offered servicesis low. Besides, this research findings show that the customer satisfaction play
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