A comparative research between service quality in public banking and private banking

The main purpose of this research is to compare the service quality of public & private banking systems from customer's point of views. By referring to the literature & using the model of service quality banking; the related dimensions & variables are identified. A standard questionnaire based on 39 variables is distributed among customers who use the services of both banks simultaneously in Tehran. Findings reveal that there is no difference between public & private banking in regard to service prices, but there is a difference in other quality service dimensions such as effectiveness, assurance, accessibility, physical, portfolio & reliability.