Factors Associated with Successful Re-Engineering of Customer Loyalty to Bank Services (Case Study: Customer Loyalty of Chalus Branch public and Private Banks)

This study examines the factors associated with successful re-engineering of customer loyalty to banks and private banking services to the city of Chalus. The population in this study consisted of managers and professionals and employees of state banks and private Chalus Branch of the number of 396 persons, based on sample-size table (krejci & Morgan, 1970) 196, of whom the sample was selected. Descriptive correlation study was conducted. Data analyzed using spss (ver 20) and correlations test were calculated and analyzed. Hypothesis test results indicate that there is a relationship between the factors affecting the success of reengineering (commitment and support of senior management, change management, implementation, and performance) and customer loyalty to the cityʹs public and private banks of Chalous Branch.