Service quality plays an important role in service industries such as banks, insurance firms, etc. The purpose of this paper is to investigate level of service quality in private banking industry in Iran. The proposed model of this paper uses SERVQUAL tool for measuring service quality and population of this study includes customers of three private banks in Tehran. Results show that except efficiency, other variables of SERVQUAL obtained suitable level mean in this study. As a result, with the development of electronic commerce, internet banking has become an alternative for developing, operating and offering bank services.
The aim of this paper is to study relationship between knowledge management capacity and innovation performance. Knowledge management capacity includes knowledge sharing, knowledge application, and knowledge acquisition. For innovation performance, author considers the most important indicators including administrative innovation, product innovation, and process innovation. According to research model, 9 hypotheses are developed and the results show that there is not any positive relationship between knowledge acquisition and administrative innovation.