aDepartment of Management and Accounting, Mahdishahr Branch, Islamic Azad University, Mahdishahr, Iran
bDepartment of Management and Accounting, Islamic Azad University Saveh branch, Saveh, Iran
cDepartment of Management and Accounting, University of Shahid Beheshti, Tehran, Iran
Online published on 16 February, 2015.
Service quality has always been at utmost importance in marketing literature because of its influence on profit of firms. One aspect of measuring service quality is to see and compare the expectations of customers with realities. The difference which is called gap could be vital for analysis of the needs of customers and strength and weaknesses of the firm. The aim of this study is to find the gap in different dimensions of service quality for private banks in Iran. Results show that empathy is the dimension of service quality which has the biggest gap. Accessibility has the second large gap and the least gap has been found for responsiveness.
Service quality, Private bank, Service gap, SERVQUAL, Service marketing
