Measuring Bank Services Quality through System-Exchange Model: evidence from Sina’s Bank Customers of Ahwaz City

This paper aims to investigate the quality of service and ranking the aspect of this quality in the branches of the Ahwaz Sina bank. For this purpose, the exchange-system measure has been used. This model is special for quality of banking services. We extracted a questionnaire through our model that include 21 questions. These questions contain four domains that are quality of service, quality of service behavior, quality of machine service and quality of exchange service. At this base, our sample is Sina’s bank branch customers that consist of 240 individuals who responded to the questions. The results show that quality of service and dimensions of has been optimized. The results also show that dimensions of service quality and quality of exchange service is in the first rank and dimensions of machines service quality and quality of service behavior is in the second rank.

Banking Service Quality, Dimension of Service and Ahwaz Sina Bank.