IDEAS home Printed from https://ideas.repec.org/a/taf/jbemgt/v10y2009i3p241-254.html
   My bibliography  Save this article

Toward understanding conflicts between customers and employees’ perceptions and expectations: Evidence of Iranian bank

Author

Listed:
  • Ali Asghar Anvary Rostamy

Abstract

This paper aims to determine influence factors affecting bank service quality, calculate the relative importance of factors from viewpoints of bank customers and employees, and examine the gaps in customers and employees’ perceptions and expectations of the quality of bank services. Accordingly, an empirical investigation was conducted in one of Iranian leading banks (Bank‐e‐Refah). For data collection, an adjusted SERVQUAL questionnaire was developed and distributed among 385 customers and 305 employees. The results show significant difference between customers and employees viewpoints. Understanding the gaps helped bank managers to develop more effective customer‐oriented service plans and employees’ training and development programs.

Suggested Citation

  • Ali Asghar Anvary Rostamy, 2009. "Toward understanding conflicts between customers and employees’ perceptions and expectations: Evidence of Iranian bank," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 10(3), pages 241-254, March.
    • Handle: RePEc:taf:jbemgt:v:10:y:2009:i:3:p:241-254
    DOI: 10.3846/1611-1699.2009.10.241-254
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.3846/1611-1699.2009.10.241-254
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.3846/1611-1699.2009.10.241-254?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Burhan Ali Shah & Ghulam Shabbir Khan Niazi & Abdul Majid, 2016. "Employees' Perceptions about Islamic Banking and its Growth Potential in Pakistan," Business & Economic Review, Institute of Management Sciences, Peshawar, Pakistan, vol. 8(1), pages 53-76, April.
    2. Jelena Titko & Natalja Lace & Konstantis Kozlovskis, 2013. "Service quality in banking: developing and testing measurement instrument with Latvian sample data," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 61(2), pages 507-515.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:jbemgt:v:10:y:2009:i:3:p:241-254. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/TBEM20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.