A proposed model for measuring hardware and software quality of banking services in banking industry

Services require high involvement of consumer in consumption process. When consumers experience a service، their evaluation of service quality will change. The propose of current study is to provide a conceptual model for measuring hardware and software quality of banking services in the context of Iran’s banking industry. Current study is descriptive-applicable one in which has been done by a survey method. The statistical population is customers of governmental and private banks in the area of Tehran. To collect data، a self-administrated questionnaire was used. After pilot study، sample size was estimated 551 in the error level of 5 percent. In addition، to collect sample and complete questionnaires، a two-stage cluster sampling plan was used. Results indicate that hardware and software are key elements of service quality. Further، hardware has a higher weight rather than software.