A model for Explaining service quality and value proposition effects on bank customer satisfaction Case study: Mehr Finance and Credit institution

Document Type : Research Paper

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This study investigated factors affecting customer satisfaction in banking services using the new approach to measurement of service quality and value proposition simultaneously. In this study, the authors perform a review of the set of attributes which are capable of being incorporated in the measure of customer satisfaction in Mehr Finance and Credit institution. Later, the possibility is posed of grouping these attributes into dimensions of quality, proceeding to value various alternative structures by means of confirmatory factor analysis methodology and testing their reliability and validity. The findings from this study reveal that service quality in Mehr Finance and Credit institution has a two-factor structure: Value proposition quality and Service delivery quality.

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