The focus of this research is on assessing the quality of services of Tehran’s Saman bank and the available gap between customer’s expectation and perception. Also the relationship between customer’s satisfaction and each dimension of service quality (ie: reliability, tangibility, responsiveness, assurance and empathy) and ranking them accordingly, is investigated. The statistical population of this research is consisted of Tehran’s Saman bank customers. The research methods of this study are descriptive-survey as well as correlation. The statistical approaches of this study are correlation, t-student as well as Friedman tests. The results from a sample of 276, shows the service quality dimensions affect customers & apos; perception based on SERQUAL. In addition, there are significant relationship between customers & apos; perception and their satisfaction of the offered services. However, there are negative gaps between customers & apos; perception and their level of expectation.

During the past few years, privatization has recently changed banking industry and there has been an increase competition in this industry. New banks try to present better services to absorb customers and traditional banks attempt to improve their services to retain their existing customers. In such environment and with limited amount of resources, there is a necessity to prioritize different influencing factors on the quality of the services. The proposed study of this paper presents a multi criteria decision making method along with Kano method to prioritize the most influencing factors of service quality. The proposed study of this paper is implemented for one of the oldest banks in Iran called Sepah. We have gathered different factors influencing customer satisfaction for all Sepah banks located in Semnan, Iran and using, analytical hierarchy process we provide a detailed ranking.

Cellular phone is one of the most profitable industries in the world and especially in middle east regions. There is a growing competition among different firms in this market and the market share is exchanged very quickly depending on the features and equipments introduced. Customer satisfaction plays an important role on retaining present marker share or absorbing new customers. In this paper, we present an empirical study to measure the effects of different factors influencing customer satisfaction such as the effect of perceived expectations on perceived quality and the effect of perceived expectation on perceived value. The survey is performed among customers who live in Tehran, the capital city of Iran and it shows there are some meaningful and positive relationship between perceived expectations and other factors such as perceived quality and perceived value. There is also positive relationship between perceived quality and perceived value. perceived expectation and customer satisfaction.

Nowadays, customer is believed to be the most precious asset for any organization and building a long term relationship between firms and customers plays essential role for the success of organizations. This paper presents an empirical investigation to study the relationship between after-sales service quality and customer satisfaction in a firm named Setareh Nik Aria Yadak whose primary responsibility is to provide after-sales services for public transportation. The study selects a sample of 252 out of 730 customers in 2015 who received their services from this firm. The survey designs a questionnaire in Likert scale, which consists of four items of quality, responsiveness, speed and cost of services. Cronbach alpha is calculated as 0.79, which validates the quality of the survey. Using Spearman correlation test, the study has detected a positive and meaningful relationships between four components of after-sales services and customer satisfaction.

The purpose of this study is to determine the impact of service quality on the overall customer satisfaction in telecommunication industry of Pakistan. Survey questionnaires are used to collect the data from the postpaid users of different telecommunication service providers. Stepwise regression analysis is used to examine the research hypothesis. The results show that service quality has positive association with the overall customer satisfaction. This study is a unique approach, which describes the factors affecting customer’s satisfaction. The findings of this research provide insights for the managers to develop and maintain the customer’s desired service quality. Implications for marketing strategists and researchers are presented.

One of the most important strategic issues for any enterprise is to create
and deliver superior value for its customers and provide enough
evidences to convince them not to choose another competitive. In this
study, we study the effects of customer value, customer satisfaction and
customer loyalty on customer retention. The results indicate that all
aspects of the customer value have positive relationships with customer
satisfaction but only emotional value has a positive and direct
relationship with customer loyalty. The study confirms that while none
of customer value aspects has direct and positive relationship with
customer retention, both customer satisfaction and customer loyalty
positively and directly affect customer retention.