کیفیت خدمات

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1 - Designing a Fuzzy Expert System For Measuring E-Banking Service Quality
shohreh nasri علیرضا حسن زاده علی رجب زاده

With dramatic development of information technology and its widespread applications, increasing dependence on information technology and the increasing complexity of technologies and services which used in organizations, the management of these technologies and services More

With dramatic development of information technology and its widespread applications, increasing dependence on information technology and the increasing complexity of technologies and services which used in organizations, the management of these technologies and services is more difficult. Hence,wiith the development of IT-based banking services,including electronic banking services,the requirement methods which evaluate the quality of these services in the organization has been increased. Therefore, in this study, a comprehensive model for more accurate measurement of e-banking service quality through an extensive literature review and questions from experts in this field is presented using Fuzzy Delphi Technique. In this regard,after the identification of relevant dimensions and criteria, since the traditional scale can not accurately evaluate the e-banking service quality in the terms of the uncertainty , these dimensions and criteria are to be fuzzified,then the fuzzy expert system conceptual model is presented.Finally, a fuzzy expert system with 5 fuzzy module and a graphical user interface is provided in MATLAB.The fuzzy expert system indicate the final status of e-banking service quality and the main dimension.In this paper, the application of this system has been has been examined in the Sina bank. Finally by calculating expert system errors, optimum performance of designed fuzzy system has been approved which is evaluated by sina bank information . Manuscript profile
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2 - Identify factors affecting Internet Banking Service Quality Case Study: Mellat Bank customers
maryam akhavan مجید باقری

Today, service quality, sustainable competitive advantage for the bank to bring it helps to create value and customer satisfaction. Therefore, improving the quality of customer service is vital for them. This study examined the factors affecting customers' perception of More

Today, service quality, sustainable competitive advantage for the bank to bring it helps to create value and customer satisfaction. Therefore, improving the quality of customer service is vital for them. This study examined the factors affecting customers' perception of Internet banking through careful investigation of the main studies as well as different models provided for quality assessment of electronic services. Based on the findings, an optimal model for the quality assessment of Internet banking services provided by Mellat Bank was designed. The statistical population included customers of the Internet banking services provided by Mellat Bank in Isfahan. Data collection was done using a questionnaire whose validity was confirmed according to experts' opinions and the reliability of the test was assessed using Cronbach's alpha for the initial sample and for the main test performed on all subjects in the statistical population, showing a high reliability. The second-order factor analysis was used to test the research hypotheses and prioritize the factors affecting the quality of electronic banking services. The findings showed that website design, responsiveness, empathy, guarantee, efficiency, security/trust, and compensation for damage were the most effective factors (in the order of significance) in the quality of Mellat Bank on-line Internet banking services. Manuscript profile
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3 - The survey of the effect of Workplace Spiritually on Service Quality with emphasize on Organizational Citizenship behavior
Ali shariat nejad

The aim of this article was the effect of Workplace Spiritually on Service Quality with emphasize on Organizational Citizenship behavior. The research objective was applied and the research type was analytical survey. The statistical population was made up of over of 28 More

The aim of this article was the effect of Workplace Spiritually on Service Quality with emphasize on Organizational Citizenship behavior. The research objective was applied and the research type was analytical survey. The statistical population was made up of over of 280 employee who work in Imam Khomeini organization. People the sample size was 162 people which were obtained using random sampling - stratification. The validity of questionnaire was proved using content validity method and their reliability using Cronbach's alpha. In this article to test hypothesis and conceptual model structural equation approach and Amos 18 software were used. The result show that Workplace Spiritually have significant effect on service quality and Organizational citizenship behavior. Also the result show that Organizational citizenship behavior have significant effect on service quality. Manuscript profile

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List of Articles کیفیت خدمات