Check the gap between customer's expectations and their perceptions of service quality (Case Study: Tabriz Meli Bank)

The purpose of this study is to check the gap between customer's expectations and their perceptions of offered services by Melli Bank. First, the present research has measured five dimensions of quality and then has rated the quality dimensions of services in terms of their value from customer's point of view. This research is an applied research based on its purpose and it is descriptive based on type and nature of problem and also goals and questions that has been conducted as a survey. The tools to collect data were SERVQUAL questionnaire that has been distributed among 260 customers of Melli bank, Tabriz branches. To Analyze data, two sample t-test, one-way ANOVA test and in order to analyze hypotheses, Friedman test have been used. Results showed that there is a significant difference between customer's expectations and their perceived services. Keywords: Quality, Service quality, Customer Satisfaction, Servqual