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A measure of fars regional stock exchange organization's service quality using the systra -SQ model

2013; Asian Research Consortium; Volume: 3; Issue: 7 Linguagem: Inglês

2250-1673

Ali Rabiee, Mohammad Taghi Amini, Farhad Zareai,

Customer Service Quality and Loyalty

This research is an attempt to measure the quality of Fars Regional Stock Exchange Organization's services. For this purpose, SYSTRA –SQ, which is a special model for assessment of the financial service quality, has been used. The questionnaire consisted of 33 questions, including 4 dimensions of service system, the behaviouristic quality of services, the quality of the services of the machines, and the quality preciseness of service exchanges. The statistical population includes the investors of Fars Regional Stock Exchange Company, who have been sampled simply in a random order. On the whole, 170 people responded the questionnaire. Analysing the gathered data, we came to the conclusion that the respondents’ expectations of the quality of services have considerably been above the respondents’ perceptions on the whole, indicating confirmation of the hypotheses of the research.