Evaluation of customer satisfaction about Bank service quality

This research has studied and ranked the service quality and its relation with customers' satisfactionin a bank in iran. in the theoretical principles section, the concepts and denitions related to services,satisfaction, banking and research background have been studied. the statistical community of thestudy was all the bank customers that have referred to the bankand have had interest-free loanssavings accounts or current accounts. the study statistical sample was calculated using the formula;then a questionnaire was designed and distributed among sample members and nally, the researchhypotheses were examined using collected data. pearson correlation coecient test was used to testthe rst hypothesis and specically related hypotheses. also, the friedman ranking test was usedto test the second hypothesis. the rst hypothesis test results showed that there is a positive andsignicant relationship between service quality and customers' satisfaction. the second hypothesistest results also showed that there are signicant dierences among the priorities of the constituentelements of service quality.