Customer Expectation and Perception of Service Quality in State-owned Banks in Tehran

The aim of this study is to examine the service quality from the perspective of bank customers. Service quality is defined as the degree of equality between customers' expectations and their perceptions of the service received. In this paper, we have used SERVQUAL as a technique to measure service quality in the state-owned banks in Tehran. The aim of this survey is to understand the most important strength and weaknesses of stateowned banks. The results of this study showed that there are service quality gaps between customers' expectations and their perceptions in six dimensions. Furthermore, the state-owned banks have to take improvement actions in mentioned dimensions.

Keywords:

Banking service , service quality , state-owned banks , customer satisfaction