Financial and Banking Strategic Studies

Measuring customer satisfaction with banking services using the process of network analysis and goal programing

Document Type : Original Article

Authors

Faezeh Fazeli 1
Mohammad Fallah 2

1 Department of Industrial Engineering, Science and Research Unit, Islamic Azad University, Tehran, Iran.

2 Department of Industrial Engineering, Central Tehran Branch, Islamic Azad University, Tehran, Iran.

https://doi.org/10.22105/fbs.2023.189399
Abstract
The goal of all service institutions, including banks, is to provide appropriate and satisfactory services to customers. To measure service quality, in fact, the difference between what customers feel they should receive and the service they actually received; must be measured. In this research, by studying the characteristics and models of service quality, five quality indicators were weighted through the process of network analysis. The prioritized weights, in turn, were used in the goal programing model to be used in selecting the best set of service quality measurement tools. The obtained results indicate that among the available options, considering the limitations that exist for the available hours of officials and managers; The best option is to survey customers in the bank in person.

Keywords

Service quality
Network analysis process
Goal programing
Service quality model (SERVQUAL)
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Financial and Banking Strategic Studies
Volume 1, Issue 3
Autumn 2023
Pages 186-194

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