Specification Service Quality Promotion Strategy based on World -Class Standards

Abstract

In the present research, organizational components, characteristics and patterns of world-class procedures were studied. They were surveyed considering world-class production and patterns of banking service which led to 13 components and 39 corresponding indices that were recognized as best for achieving world-class banking industry. The pair comparison was made using fuzzy analysis, following Banking experts’ advices which reflected in the context of questionnaire to obtain appropriate necessary data. World-class criteria on service quality were compared using fuzzy AHP as well as customer satisfaction on each item and item importance from the viewpoint of the customers. The items were ranked finally. Goals, vision, assets and loan management, planning, control and information management system can be considered as components, each of which includes various characteristics.

Keywords

• service quality
• service quality aspects
• organization on the world class
• fuzzy