The Relationship between Service Quality and Customer Satisfaction (Case study: Saderat Banks in Rasht)

Service quality is as one important factor in the success of service organizations. This concept is very close to the concept of customer satisfaction. Thus the objective of this study is to investigate the relationship between service quality and customer satisfaction. This study in term of research design is descriptive-survey with emphasis on the correlation and in term of objective is applied. Statistical population includes people who have a bank account in Saderat bank of Rasht (Iran) that 50 samples were selected through random sampling method. SERVQUAL questionnaire was used for data collection. Cronbach's alpha test was used for reliability of questionnaire. The Cronbach's alpha coefficients obtained 0/88 that indicates the reliability of the questionnaire. In order to analyze the data was used Pearson correlation test and regression. The result of this study shows that there is significant relationship between quality services and customer satisfaction.