a proposed model for measuring hardware and software quality of banking services in banking industry

services require high involvement of consumer in consumption process. when consumers experience a service, their evaluation of service quality will change. the propose of current study is to provide a conceptual model for measuring hardware and software quality of banking services in the context of iran’s banking industry. current study is descriptive-applicable one in which has been done by a survey method. the statistical population is customers of governmental and private banks in the area of tehran. to collect data, a self-administrated questionnaire was used. after pilot study, sample size was estimated 551 in the error level of 5 percent. in addition, to collect sample and complete questionnaires, a two-stage cluster sampling plan was used. results indicate that hardware and software are key elements of service quality. further, hardware has a higher weight rather than software.