Effective factors on the bank service quality

The purpose of all service institutions, including banks, is providing appropriate services that satisfy customers. Whereas all financial organizations and especially banks, work in an environment with indistinct products, quality of services is the first weapon of competition for them. This study was performed with the aim of identifying factors that affecting service quality in banks. In this regard, after two stage distribution of questionnaires and analyze the results obtained from them, 50 indicators were obtained as the most important indicators that affecting bank service quality. After inserting these 50 indicators in the final questionnaire anddistributing it, factor analysis method for data analysis and reduction of variables were used. The results of factor analysis showed that about %65 of the total variance of variables explained by nine factors and about %35 of the rest of the variance explained by other factors, that were not be measured. As a result, nine factors were identified as the most important factors affecting bank service quality. These nine factors in sequence are: 1) employees behavior; 2) employee's competency and skills; 3)innovation in banking services; 4)benefits and facilities; 5) the way of responding and delivering banking services; 6) the physical facilities of the bank; 7)reliability; 8) diversity in services and 9) ease in services.