Structural Equation Modeling of Service Quality in Tejarat Bank
Keywords:
Services, Total Quality, BankingAbstract
The present study was conducted with the aim of modeling the structural equations of service quality in Tejarat Bank. This research is quantitative and applied in nature. The participants consisted of 393 managers of online commercial companies in the country, who were selected through random sampling. The data collection instrument was a questionnaire derived from qualitative findings. For data analysis, in addition to examining the demographic characteristics of the participants, structural equation modeling was employed using SmartPLS software version 3.1.1. The results indicated that the research model demonstrated a good fit, and all indicators—including the quality of human interactions (p = 0.007; t = 4.129), the quality of processes and operations (p = 0.001; t = 4.759), the quality of digital services (p = 0.004; t = 4.501), the quality of communication and information dissemination (p = 0.006; t = 4.905), the quality of perceived value (p = 0.001; t = 3.850), and the quality of the organizational environment and structure (p = 0.001; t = 5.528)—had a positive and statistically significant relationship with service quality in the banking industry. Therefore, focusing on different dimensions of service delivery leads to an overall improvement in service quality within the banking sector and significantly enhances customer satisfaction.
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Copyright (c) 2026 Hadi Nezari, Fataneh Alizade Meshkani, Moosa Rezvani Chamanzamin, Samad Aly (Author)
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