Surveying the Effective Factors on State Banks’ Customers Satisfaction

Today, advanced countries in the world, besides their important economic indexes, have developed customer satisfaction index to show the importance in economic progress. This study is done by aiming on state banks’ customers’ satisfaction survey and evaluation, and has being searching for effective factors identification on customerʹs satisfaction in state banking industry and intensity influence of each factor. Therefore, four aspects such as service quality, administration factors, physical factors and personnel factors are considered. Survey method is descriptive and is done with surveying method. Statistical society of this study is state banks customers using banking services. Sample number is 200, and sampling method is simple random sampling, so among state bank branches of Abhar city, some branches were selected then, some people have been selected. After testing assumptions, it is cleared that all four factors have positive effects on customerʹs satisfaction. These factors have been prioritized according to ranking average. The most important factor in service quality is bank deposit money interest increase, the most important factor in administration factor is managerial potential of branch manager, the most important factor in physical factor is ATM systems, and the most important factor in personal factor is the patience level of clerks against customerʹs criticisms.