Comparing the quality of services by public and private banks in the view of customers

Abstract

Present paper aims at studying and comparing the quality of services by public and private banks of Qom Province in the view of customers. This is an applied study and it is a descriptive survey in terms of data collection method. Its population consists of customers of Qom Province public and private banks, SERVQUAL standard model is used in present study. It includes five aspects: Reliability, Tangibility, Responsiveness, Assurance and Empathy. To study the quality of services and their aspects in public and private banks, single population average test is used while two - population average test is utilized to compare the quality of services in private and public banks. The results from single population average tests indicate that the status of service quality and the aspects of SERVQUAL are desired in both Qom Province private and public banks. Likewise, the results for two - population average tests reveal that provided services by both public and private banks have similar quality and there is no difference between them in this regard. Concerning the SERVQUAL model, the findings indicate that physical environment of private banks is better than public peers. However, there is no difference between them in other aspects.