A SURVEY ON RELATIONSHIP BETWEEN EMPLOYEE BEHAVIOUR OF QOM ANSAR BANK AND CUSTOMERS DECISION FOR SERVICES

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AGHAZADEH HASHEM; JANDAGHI GHOLAMREZA; BAZAZ ZEINAB

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Journal: JOURNAL OF BUSINESS MANAGEMENT Year:2010 | Volume:2 | Issue:7 Page(s): 61-80

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Title

A SURVEY ON RELATIONSHIP BETWEEN EMPLOYEE BEHAVIOUR OF QOM ANSAR BANK AND CUSTOMERS DECISION FOR SERVICES

Author(s)

AGHAZADEH HASHEM | JANDAGHI GHOLAMREZA | BAZAZ ZEINAB | Issue Writer Certificate

Keywords

EMPLOYEE BEHAVIOURQ2

SATISFACTIONQ3

DISSATISFACTIONQ3

LOYALTYQ2

COMPLAINT BEHAVIOURQ3

CUSTOMER SWITCHING BEHAVIOURQ3

Abstract

This study had been performed to analyzing relationship between employee behavior of Banks and Customer Decision for services in order to maintain the banks customer by means of correction of employee behavior. The dimensions of employee behavior that introduced in the Service Quality Tradeoff Continuum and Suggested Positions model was used for analyzing the employee behavior at Qom Ansar Bank and the past-purchase behavior process was used for analyzing the customer decision for services in this Bank. In order to relationship between employee behavior of bank and customer decision for services, first, we the impacts of any behavioral were dimensions on SATISFACTION made by employee behavior were analysed relationship between customer SATISFACTION and LOYALTY and switching behavior was analysed. Also the kind of customer complaint behavior that customers presented when dissatisfied were analysed. The research results demonstrate that, four dimensions (Solving problems, Politeness and tact, Attentiveness, Handling complaints) from seven of behavioral dimensions that analyzed in this paper impact on customer SATISFACTION and there is meaningful relationship between the customer SATISFACTION and LOYALTY and between DISSATISFACTION and switching behavior. And dissatisfied customer prefer that desert the bank services instead of taking legal action against the bank.

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APA: Copy

AGHAZADEH, HASHEM, JANDAGHI, GHOLAMREZA, & BAZAZ, ZEINAB. (2010). A SURVEY ON RELATIONSHIP BETWEEN EMPLOYEE BEHAVIOUR OF QOM ANSAR BANK AND CUSTOMERS DECISION FOR SERVICES. JOURNAL OF BUSINESS MANAGEMENT, 2(7), 61-80. SID. https://sid.ir/paper/237855/en

Vancouver: Copy

AGHAZADEH HASHEM, JANDAGHI GHOLAMREZA, BAZAZ ZEINAB. A SURVEY ON RELATIONSHIP BETWEEN EMPLOYEE BEHAVIOUR OF QOM ANSAR BANK AND CUSTOMERS DECISION FOR SERVICES. JOURNAL OF BUSINESS MANAGEMENT[Internet]. 2010;2(7):61-80. Available from: https://sid.ir/paper/237855/en

IEEE: Copy

HASHEM AGHAZADEH, GHOLAMREZA JANDAGHI, and ZEINAB BAZAZ, “A SURVEY ON RELATIONSHIP BETWEEN EMPLOYEE BEHAVIOUR OF QOM ANSAR BANK AND CUSTOMERS DECISION FOR SERVICES,” JOURNAL OF BUSINESS MANAGEMENT, vol. 2, no. 7, pp. 61–80, 2010, [Online]. Available: https://sid.ir/paper/237855/en

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