Measuring customer satisfaction with banking services using the process of network analysis and goal programing
Author(s):
Article Type:
Research/Original Article (بدون رتبه معتبر)
Abstract:
The goal of all service institutions, including banks, is to provide appropriate and satisfactory services to customers. To measure service quality, in fact, the difference between what customers feel they should receive and the service they actually received; must be measured. In this research, by studying the characteristics and models of service quality, five quality indicators were weighted through the process of network analysis. The prioritized weights, in turn, were used in the goal programing model to be used in selecting the best set of service quality measurement tools. The obtained results indicate that among the available options, considering the limitations that exist for the available hours of officials and managers; The best option is to survey customers in the bank in person.
Keywords:
Language:
Persian
Published:
Journal of Financial and Banking Strategic Studies, Volume:1 Issue: 3, Autumn 2023
Pages:
186 to 194
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