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.

The world trade has tremendous growth in marine transportation. This paper studies yard crane scheduling problem between different blocks in container terminal. Its purpose is to minimize total travel time of cranes between blocks and total delayed workload in blocks at different periods. In this way the problem is formulated as a mixed integer programming (MIP) model. The block pairs between which yard cranes will be transferred, during the various periods, is determined by this model. Afterwards the model is coded in LINGO software, which benefits from branch and bound algorithm to solve. Computational results determine the yard cranes movement sequence among blocks to achieve minimum total travel time for cranes and minimum total delayed workload in blocks at different planning periods. Also the results show capability and adequacy of the developed model.