RANKING OF EFFECTIVE FACTORS ON CUSTOMER SATISFACTION CONCERNING SERVICE QUALITY IN BRANCHES OF EGHTESADE NOVIN BANK, MASHHAD

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KAZEMI M.; MOHAJER SH.

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

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Journal: Year:2010 | Volume:4 | Issue:10 Page(s): 91-103

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Title

RANKING OF EFFECTIVE FACTORS ON CUSTOMER SATISFACTION CONCERNING SERVICE QUALITY IN BRANCHES OF EGHTESADE NOVIN BANK, MASHHAD

Author(s)

KAZEMI M. | MOHAJER SH. | Issue Writer Certificate

Keywords

CUSTOMER SATISFACTIONQ2

SERVICE QUALITYQ2

BRANCH RANKINGQ3

EGHTESADE NOVIN BANKQ2

Abstract

This research is seeking to rank 24 defined effective factors on CUSTOMER SATISFACTION in the branches of EGHTESADE NOVIN BANK, Mashhad based on factors importance and factors satisfaction from the customers’ viewpoint. Due to being functional, the applied research method is descriptive method. Therefore, the required data was collected as survey and by questionnaire. The process of collecting data by questionnaire had two stages. In the first stage, initial questionnaire, which included a list of factors, was designed by considering various sources. In order to be more efficient, this questionnaire was given to the managers and personnel of EGHTESADE NOVIN BANK, in order to be added other factors related to CUSTOMER SATISFACTION to the list of the proposed factors. In the second stage, due to the defined factors the final questionnaire was designed and validated. Therefore, by using random sampling, 140 customers were selected as the statistical population among 7 branches of EGHTESADE NOVIN BANK. The research findings rank the defined factors from the customers’ viewpoint based on the amount of factors importance and the factors satisfaction in seven branches of EGHTESADE NOVIN BANK in the city of Mashhad.

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APA: Copy

KAZEMI, M., & MOHAJER, SH.. (2010). RANKING OF EFFECTIVE FACTORS ON CUSTOMER SATISFACTION CONCERNING SERVICE QUALITY IN BRANCHES OF EGHTESADE NOVIN BANK, MASHHAD. JOURNAL OF INDUSTRIAL MANAGEMENT, 4(10), 91-103. SID. https://sid.ir/paper/171130/en

Vancouver: Copy

KAZEMI M., MOHAJER SH.. RANKING OF EFFECTIVE FACTORS ON CUSTOMER SATISFACTION CONCERNING SERVICE QUALITY IN BRANCHES OF EGHTESADE NOVIN BANK, MASHHAD. JOURNAL OF INDUSTRIAL MANAGEMENT[Internet]. 2010;4(10):91-103. Available from: https://sid.ir/paper/171130/en

IEEE: Copy

M. KAZEMI, and SH. MOHAJER, “RANKING OF EFFECTIVE FACTORS ON CUSTOMER SATISFACTION CONCERNING SERVICE QUALITY IN BRANCHES OF EGHTESADE NOVIN BANK, MASHHAD,” JOURNAL OF INDUSTRIAL MANAGEMENT, vol. 4, no. 10, pp. 91–103, 2010, [Online]. Available: https://sid.ir/paper/171130/en

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