How to cite this paper
Pourmohammad, H., Zandieh, M & Farsijani, H. (2016). Ranking factors affecting the quality of banking services using analytic network process.Decision Science Letters , 5(4), 461-468.
Refrences
Aneesh A., Dileeplal J., & Abraham M., (2014)., An integrated fuzzy weighted Servqual-QFD approach for service quality improvement. International Journal of Engineering Research, 3(12), 774-776.
Cheserek, L. K., Kimwolo, A. K., & Cherop, F. (2015). Effect of quality financial services on customer satisfaction by commercial banks in Kenya. International Journal of Humanities and Social Science, 5(7), 102-112.
Dağdeviren, M., & Yüksel, İ. (2010). A fuzzy analytic network process (ANP) model for measurement of the sectoral competititon level (SCL). Expert Systems with Applications, 37(2), 1005-1014.
Dehaghi, A. K., Navabakhsh, M., & Ardestani, H. R. A. (2014). Study the effect of individual factors to implementing the agility strategy in Isfahan municipality. International Journal of Academic Research in Economics and Management Sciences, 3(1), 61-74.
Gunarathne, U. (2014). Relationship between service quality and customer satisfaction in Sri Lankan hotel industry. International Journal of Scientific and Research Publications, 4(11), 1-7.
Igaz, A. T., & Ali, A. (2013). Measuring banks service attitude: An approach to employee and customer acuities. Journal of Business and Management, 7(2), 60-66.
Jahanshani, A. A., Hajizadeh, G. M. A., Mirdhamadi, S. A., Nawaser, K., & Khaksar, S. M. S. (2014). Study the effects of customer service and product quality on customer satisfaction and loyalty. International Journal of Humanities and Social Science, 1(7), 253-260.
Jassbi, J., Pilevari, N., & Garmaki, M. (2014). Role of time in agile supply chain. International Journal of Industrial Engineering, 25(2), 115-124.
Kaur N., & Kiran R. (2015). E-banking service quality and customer loyalty: Changing dynamics of public, private and foreign bank consumers in India. Global Business and Management Research: An International Journal, 7(1), 74-92.
Kazemi, M., & Amini, A. (2013). Identify and ranking factors affecting bank maskan service quality using Kano model. Research Journal of Recent Sciences, 2(4), 11-19.
Landaran, S., Forghani, M. H., Hamidi, V., & Dehaghi, M. R. (2014). Studying the relationship between organizational learning & dimension of organizational agility: a case studi-university of Isfahan. Journal of social issues & humanities, 2(2), 146-151.
Mediavilla Saldaña, L., Gómez Encinas, V. F., & Sánchez Burón, A. (2014). The technical quality of the service provided by adventure companies in Spain, Italy and Costa Rica. Journal of Human Sport and Exercise, 9(1), 157-171.
Munir, M.M.M., & Rahman, M. (2015). E-banking service quality and customer satisfaction of a state owned schedule bank of Bangladesh. Journal of Internet Banking and Commerce, 2(9), 1-5.
Nikzat, P., Rezazadeh, B., & Bashir Khodaparasti, R. (2014). Linking the three dimensional service quality model to customer satisfaction and loyalty. International Journal of Management and Humanity Sciences. 3(12), 3819-3831.
Prasad, R. K., & Kumar Jha, M. (2013). Quality measures in higher education: A review and conceptual model. Quest Journals, Journal of Research in Business and Management, 1(3), 23-40.
Phan, C. A., & Nham, P. T. (2015). Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam. Business: Theory and Practice/Verslas: Teorija ir Praktika, 16(3), 280-289.
Porkiani, M., & Hejinipoor, M. (2013). Studying the relationship between organizational intelligence and organizational agility in supreme audit court. European Online Journal of Natural and Social Sciences, 2(3), 1052.
Pourhasomi, M., Khamseh, A., & Ghorbanzad, Y. (2013). A hybrid of Kano and QFD for ranking customers’ preferences: A case study of bank Melli Iran. Management Science Letters, 3(3), 845-860.
Van Quyet, T., Vinh, N. Q., & Chang, T. (2015). Service Quality Effects on Customer Satisfaction in Banking Industry. International Journal of u-and e-Service, Science and Technology, 8(8), 199-206.
Rostami, A., Khani, A. H. A., & Soltani, G. (2016). The impact of e-service quality on the improvement of the level of communication with customers of bank Melli branches in south Tehran affairs office. Procedia Economics and Finance, 36, 448-455.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual. Journal of retailing, 64(1), 12-40.
Saaty, T. L. (2006). The Analytic Network Process (pp. 1-26). Springer US.
Sakhaei, F., Afshari, A., & Esmaili, E. (2014). The impact of service quality on customer satisfaction in Internet banking. Journal of Mathematics and Computer Science, 9, 33-40.
Sanadgol, M. (2014). The survey of relationship between organizational agility and principals job satisfaction. International Journal of Basic Sciences & Applied Research, 3, 317-319.
Sazesh, A., & Siadat S. A. (2015). The relationship between quantum management and organizational agility in ministry of roads and urban development of Golestan province, Iran. International Research Journal of Management Sciences, 3, 28-31.
Seyedhosseini, S., & Keyghobadi, A. (2014). An integrated model for mechatronic products in agile manufacturing system. Decision Science Letters, 3(4), 535-550.
Shaarabh, M., Rishi, G., Sharma, S.K. (2014). A review on measurement of agility. Industrial Engineering & Management, 3(1), 1-4.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). Determinants of customer-perceived service quality: a confirmatory factor analysis approach. Journal of Services Marketing, 16(1), 9-34.
Sukati, I., Hamid, A.B., Baharun, R., & Mohammad Jamal, N. (2014). The moderating role of market, firm and supply chain factors on the relationship between information technology practices and supply chain agility. American Journal of Industrial and Business Management, 4, 258-266.
Talib, F., & Rahman, Z. (2012). Impact of total quality management and service quality in the banking sector. Journal of Telecommunications System & Management, 1(2), 1-5.
Taleghani, G. R., Amirkhani, A. H., & Froughi, H. (2014). Identify and prioritize the factors affecting the implementation of agile manufacturing (Case Study: Khui Sugar Factory). Journal of Novel Applied Sciences, 3(10), 1122-1124.
Torkiyan, K., Khorvash, M., & Tabaeiyan, A. (2014). On the relationship of applying information technology with organizational agility in youth aports organizations of Esfahan province. International Journal of Sport Studies, 4(12), 1546-1550.
Yaghubi, N., & Seyedin, S. M. (2015). Ranking the technical dimensions of e-banking service quality evaluation models using Analytical Hierarchy Process. Advances in Computer Science: an International Journal, 4(1), 37-43.
Zadeh, L. A. (1997). Toward a theory of fuzzy information granulation and its centrality in human reasoning and fuzzy logic. Fuzzy Sets and Systems,90(2), 111-127.
Cheserek, L. K., Kimwolo, A. K., & Cherop, F. (2015). Effect of quality financial services on customer satisfaction by commercial banks in Kenya. International Journal of Humanities and Social Science, 5(7), 102-112.
Dağdeviren, M., & Yüksel, İ. (2010). A fuzzy analytic network process (ANP) model for measurement of the sectoral competititon level (SCL). Expert Systems with Applications, 37(2), 1005-1014.
Dehaghi, A. K., Navabakhsh, M., & Ardestani, H. R. A. (2014). Study the effect of individual factors to implementing the agility strategy in Isfahan municipality. International Journal of Academic Research in Economics and Management Sciences, 3(1), 61-74.
Gunarathne, U. (2014). Relationship between service quality and customer satisfaction in Sri Lankan hotel industry. International Journal of Scientific and Research Publications, 4(11), 1-7.
Igaz, A. T., & Ali, A. (2013). Measuring banks service attitude: An approach to employee and customer acuities. Journal of Business and Management, 7(2), 60-66.
Jahanshani, A. A., Hajizadeh, G. M. A., Mirdhamadi, S. A., Nawaser, K., & Khaksar, S. M. S. (2014). Study the effects of customer service and product quality on customer satisfaction and loyalty. International Journal of Humanities and Social Science, 1(7), 253-260.
Jassbi, J., Pilevari, N., & Garmaki, M. (2014). Role of time in agile supply chain. International Journal of Industrial Engineering, 25(2), 115-124.
Kaur N., & Kiran R. (2015). E-banking service quality and customer loyalty: Changing dynamics of public, private and foreign bank consumers in India. Global Business and Management Research: An International Journal, 7(1), 74-92.
Kazemi, M., & Amini, A. (2013). Identify and ranking factors affecting bank maskan service quality using Kano model. Research Journal of Recent Sciences, 2(4), 11-19.
Landaran, S., Forghani, M. H., Hamidi, V., & Dehaghi, M. R. (2014). Studying the relationship between organizational learning & dimension of organizational agility: a case studi-university of Isfahan. Journal of social issues & humanities, 2(2), 146-151.
Mediavilla Saldaña, L., Gómez Encinas, V. F., & Sánchez Burón, A. (2014). The technical quality of the service provided by adventure companies in Spain, Italy and Costa Rica. Journal of Human Sport and Exercise, 9(1), 157-171.
Munir, M.M.M., & Rahman, M. (2015). E-banking service quality and customer satisfaction of a state owned schedule bank of Bangladesh. Journal of Internet Banking and Commerce, 2(9), 1-5.
Nikzat, P., Rezazadeh, B., & Bashir Khodaparasti, R. (2014). Linking the three dimensional service quality model to customer satisfaction and loyalty. International Journal of Management and Humanity Sciences. 3(12), 3819-3831.
Prasad, R. K., & Kumar Jha, M. (2013). Quality measures in higher education: A review and conceptual model. Quest Journals, Journal of Research in Business and Management, 1(3), 23-40.
Phan, C. A., & Nham, P. T. (2015). Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam. Business: Theory and Practice/Verslas: Teorija ir Praktika, 16(3), 280-289.
Porkiani, M., & Hejinipoor, M. (2013). Studying the relationship between organizational intelligence and organizational agility in supreme audit court. European Online Journal of Natural and Social Sciences, 2(3), 1052.
Pourhasomi, M., Khamseh, A., & Ghorbanzad, Y. (2013). A hybrid of Kano and QFD for ranking customers’ preferences: A case study of bank Melli Iran. Management Science Letters, 3(3), 845-860.
Van Quyet, T., Vinh, N. Q., & Chang, T. (2015). Service Quality Effects on Customer Satisfaction in Banking Industry. International Journal of u-and e-Service, Science and Technology, 8(8), 199-206.
Rostami, A., Khani, A. H. A., & Soltani, G. (2016). The impact of e-service quality on the improvement of the level of communication with customers of bank Melli branches in south Tehran affairs office. Procedia Economics and Finance, 36, 448-455.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual. Journal of retailing, 64(1), 12-40.
Saaty, T. L. (2006). The Analytic Network Process (pp. 1-26). Springer US.
Sakhaei, F., Afshari, A., & Esmaili, E. (2014). The impact of service quality on customer satisfaction in Internet banking. Journal of Mathematics and Computer Science, 9, 33-40.
Sanadgol, M. (2014). The survey of relationship between organizational agility and principals job satisfaction. International Journal of Basic Sciences & Applied Research, 3, 317-319.
Sazesh, A., & Siadat S. A. (2015). The relationship between quantum management and organizational agility in ministry of roads and urban development of Golestan province, Iran. International Research Journal of Management Sciences, 3, 28-31.
Seyedhosseini, S., & Keyghobadi, A. (2014). An integrated model for mechatronic products in agile manufacturing system. Decision Science Letters, 3(4), 535-550.
Shaarabh, M., Rishi, G., Sharma, S.K. (2014). A review on measurement of agility. Industrial Engineering & Management, 3(1), 1-4.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). Determinants of customer-perceived service quality: a confirmatory factor analysis approach. Journal of Services Marketing, 16(1), 9-34.
Sukati, I., Hamid, A.B., Baharun, R., & Mohammad Jamal, N. (2014). The moderating role of market, firm and supply chain factors on the relationship between information technology practices and supply chain agility. American Journal of Industrial and Business Management, 4, 258-266.
Talib, F., & Rahman, Z. (2012). Impact of total quality management and service quality in the banking sector. Journal of Telecommunications System & Management, 1(2), 1-5.
Taleghani, G. R., Amirkhani, A. H., & Froughi, H. (2014). Identify and prioritize the factors affecting the implementation of agile manufacturing (Case Study: Khui Sugar Factory). Journal of Novel Applied Sciences, 3(10), 1122-1124.
Torkiyan, K., Khorvash, M., & Tabaeiyan, A. (2014). On the relationship of applying information technology with organizational agility in youth aports organizations of Esfahan province. International Journal of Sport Studies, 4(12), 1546-1550.
Yaghubi, N., & Seyedin, S. M. (2015). Ranking the technical dimensions of e-banking service quality evaluation models using Analytical Hierarchy Process. Advances in Computer Science: an International Journal, 4(1), 37-43.
Zadeh, L. A. (1997). Toward a theory of fuzzy information granulation and its centrality in human reasoning and fuzzy logic. Fuzzy Sets and Systems,90(2), 111-127.