The Impact of Service Quality on Customer Satisfaction by Using SERVQUAL Model

This study is about the impact of service quality on customer satisfaction by using SERVQUAL model. The purpose of this study is to investigate the effect of the 5 components of service quality (SERVQUAL) on customer satisfaction. All customers of Melli Bank in Tehran city 501 branches are the statistical population.. The research method is based on descriptive - survey and data analysis method is by structural equation modeling by using Lisrel software 8.54. The results indicate that the 5 dimensions of SERVQUAL (reliability, trust responsibility, empathy, tangible factors) service quality have a positive impact on customer satisfaction.

کلیدواژه ها:

Quality of service ، customer satisfaction ، SERVQUAL Model ، Melli Bank