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

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  • 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
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    Cited by:

    1. 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.
    2. 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.

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