بررسي عوامل موثر بر رضايت مندي مشتريان بانك صنعت و معدن

Examination of Influential Factors on Bank of Industry & Mine Customersʹ Satisfaction

This essay proposes results of three investigations on satisfaction of Industry & Mine Bankʹs customers. This research rendered yearly and pursues following purposes: attainment to resolution for increasing customersʹ satisfaction, knowing of customersʹ attitudes on Bank employees, customersʹ Judgment on regularities of Bank, measuring customersʹ satisfaction, knowing of customersʹ status. Hypotheses of mentioned investigations related relation of above independent variables and customerʹs satisfaction. This research used longitudinal method and its technique of data gathering is questionnaire. Sample size was 675 customers at the first phase, 681 customers at the second phase, and 556 customers at the final phase. Achieved results from this research indicate: I) The correlation between service quality and customersʹ satisfaction is at %44 level. 2) The correlation between customersʹ attitudes and customersʹ satisfaction is at %33 level. 3) The correlation between customersʹ judgment on regulities and customersʹ satisfaction is at %28 level.