Identify factors affecting the quality of service of the employee”s perspective branches of state banks in Tehran (Case Study: A Specialized State Bank)

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چکیده مقاله:

Background and Objective: To be able to remain at the forefront of competition, policymakers and managers of Iranian state banks need to properly identify the effective factors in improving banking service quality and adopt necessary measures to enhance customer satisfaction. Since many studies have been carried out to investigate effective factors on the quality of banking services from the perspective of customers, the necessity of undertaking the present research becomes apparent, whose objective is to identify the effective factors on the quality of banking services from the perspective of employees as well as to prepare the ground for the better functioning of the stated specialized bank.Methodology: This was a descriptive-survey study whose statistical population consisted of the employees working at the branches of a specialized state bank in Tehran. Multistage cluster sampling was used as follows: first, 10 out of 100 branches were selected as cluster samples. Then, employees were randomly chosen from each branch in whatever number deemed necessary. The data collection tool was the Standardized Questionnaire for the Assessment of Service Quality. Data were analyzed using SPSS v.19 and univariate t-tests.Findings and Results: The results revealed that, with a 95% confidence, all aspects of the questionnaire were significant and that employees” manner of conduct, competence and skill, innovative banking services, offering bank facilities, the manner of responsiveness and banking service provision, physical features, reliability, diversified services, and easy service affect the quality of banking services, with the provision of bank facilities and physical features having the highest and lowest impact on the service quality assessment of the case study bank, respectively