||The main issue of this research was; studying the gap between the Bank Keshavarzi's customers' expected degree of quality of the services and the services by them. Therefore, the main goal of this research is understanding that the quality of services can affect the degree of the customers' expectations fulfilled. And furthermore, whether or not there exists such a meaningful relationship in the target society.
Therefore, the main goal of the research is understanding how the relationship of the quality of services can affect the degree of the customers’ expectations fulfilled. And also, whether or not there exists such a meaningful relationship in the target society.
The present research has been carried out in the BK's network and within the limits of 21 selected branches in Tehran. To choose a sample of BK's customers in Tehran, representing the quality and quantity of this society, and also taking the goals of this research into consideration, and considering the statistical sample consisting of 289918 people; 195 customers' expectations were evaluated. The research was carried out in the framework of questionnaires and survey. Since the scope of this research is the location of Tehran, out of 66 present branches in this city, 21 branches were chosen by random and their customers' expectations were evaluated.
The other results of this research also indicate that, at the present time, the priorities of the customers' needs and expectations are: pace, respect, credit facilities, mechanization and accuracy.