Quality of services in banking industry plays essential role in measuring the performance of
banks. As customer awareness increases on the services offered by banks, expectations from
service quality increases too. Presently, managers of banks use different financial factors such
as deposits, credits, etc. to rank their banks. This paper uses SERVQUAL technique to measure
customer satisfaction for 14 branches of a bank in city of Kermanshah, Iran. The study first
statistically shows that customer satisfaction was not the same for all these banks and then
using analytical hierarchy process and The Technique for Order of Preference by Similarity to
Ideal Solution (TOPSIS) ranks these branches using five components of SERVQUAL method;
namely tangibles, reliability, assurance, responsiveness and empathy
