This research aimed at   applying SERVQUAl model to examine the relationship between mobile banking services and customer satisfaction. While the previous researchers had already examined the effect of qualities services on banking customer satisfaction, no previous study was done on mobile banking. Thus, the current paper attempted to fill the gap in the literature by applying SERVQUAL model t...

The purpose of this paper is to systematically analyze the knowledge management research within small and medium-sized companies. The study includes a systematic review of 30 peer reviewed papers on knowledge management advantages for SMEs. Balanced scorecard perspectives cover all aspects of the organization, and, consequently, the balanced scorecard approach has been applied to classify the K...

The main objective of this study was to investigate the impact of service quality on customer satisfaction rate private banks Fars Province. Private Banking in the Fars Province, including banks, Pasargad, Parsian, Sinai, Ansar, Ghavamin, Iran zamin, Eghtesad novin, Shahr , Sarmayeh. The study period is the first half of 1396. For ranking of SERVQUAL dimensions including quality of service base...

Liberalization of the financial services sector has led to insurance companies functioning increasingly under competitive pressures; so companies are consequently directing their strategies towards increasing customer satisfaction and loyalty through improved service quality. The present study strives to develop a valid and reliable instrument to measure customer perceived service quality in li...

In an increasingly competitive market, businesses are turning to new practices like Six Sigma, a structured methodology for accelerated process improvement, to help reduce costs and increase efficiency. Monte Carlo simulation can help Six Sigma practitioners understand the variation inherent in a process or product, and in turn, can be used to identify and test potential improvements. The benef...

In financial service industry, service improvement should be considered from process viewpoint and customer viewpoint because the value creation is ultimately linked with internal business processes on the back office and customers are involved as a co-producer of value. In this perspective, customer complaints through call centers are adequate to support the analysis for service improvement in...

A comprehensive review of the Quality Function Deployment (QFD) literature is made using extensive survey as a methodology. The most important results of the study are: (i) QFD modelling and applications are one-sided; prioritisation of technical attributes only maximise customer satisfaction without considering cost incurred (ii) we are still missing considerable knowledge about neural network...

Purpose – Health is inextricably linked to the productivity and therefore the economic viability of individuals, populations and nations. A global strategy for health enhancement would yield a multitude of benefits for humankind. The root cause of the escalating healthcare cost crisis is driven by a health crisis from a growing burden of health risks that are leading to an expanding burden of c...

Background and Aim: The growing healthcare expenses, technological advancements and increasing competition in healthcare services, brings up new challenges for healthcare industry in providing appropriate services to customers. The Lean methodology, which is a managerial approach, provides tools necessary to eliminate waste and increase customer satisfaction through increasing quality of the se...