بررسي عوامل موثر بر رضايت مشتريان موسسه مالي و اعتباري مهر با استفاده از مدل كانو

Factors Influencing Customers Satisfaction in Mehr Fund-Credit Corporation, Using CANO Model

Banks and financial, credit Institutions are playing an important and key role in the economy of countries. These institutions contribute to the country development and growth by collecting the financial resources and distribute them to the investors and entrepreneurs. Clients are key success factor of such institutions. They guarantee the profitability and growth of these institutions by their money deposition and borrowing. Because of the clientsʹ key roles in the financial and credit institutions, in this research, the effective elements on the clients satisfaction in MEHR FAINANCIAL AND CREDIT INSTITUTION, has been recognized and then this elements classified to three classes (basic, functional, and motivating necessities) whit use of KANa MODEL. Finally the elements have been graded whit FREEDMAN TEST. Use of KANa MODEL in banking sector differentiated this research from others.