文章基本信息

标题：A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating banking service quality
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作者：Karimi, M. ; Azizi, M. ; Javanshir, H. 等
期刊名称：Decision Science Letters
印刷版ISSN：1929-5804
电子版ISSN：1929-5812
出版年度：2015
卷号：4
期号：3
页码：349-362
DOI：10.5267/j.dsl.2015.4.003
语种：English
出版社：Growing Science Publishing Company
摘要：Quality of services in banking industry plays essential role in measuring the performance of banks. As customer awareness increases on the services offered by banks, expectations from service quality increases too. Presently, managers of banks use different financial factors such as deposits, credits, etc. to rank their banks. This paper uses SERVQUAL technique to measure customer satisfaction for 14 branches of a bank in city of Kermanshah, Iran. The study first statistically shows that customer satisfaction was not the same for all these banks and then using analytical hierarchy process and The Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) ranks these branches using five components of SERVQUAL method; namely tangibles, reliability, assurance, responsiveness and empathy.
关键词：AHP;Ranking bank;SERVQUAL;TOPSIS