DETERMINATION OF CRITICAL FACTORS INFLUENCING CUSTOMER SATISFACTION: A CASE STUDY ON A FINANCIAL INSTITUTE

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BARADARAN KAZEMZADEH R.; BASHIRI MAHDI

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

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Journal: DANESHVAR RAFTAR Year:2005 | Volume:12 | Issue:11 Page(s): 71-78

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Title

DETERMINATION OF CRITICAL FACTORS INFLUENCING CUSTOMER SATISFACTION: A CASE STUDY ON A FINANCIAL INSTITUTE

Author(s)

BARADARAN KAZEMZADEH R. | BASHIRI MAHDI | Issue Writer Certificate

Keywords

CUSTOMER SATISFACTIONQ2

FINANCIAL INSTITUTEQ4

QUANTITATIVE METHODQ3

CRITICAL FACTORQ4

Abstract

Customer and CUSTOMER SATISFACTION is one of the key factors for organization survival and competitiveness. In this regard, managers should be aware of the key parameters to increase CUSTOMER SATISFACTION in their organizations. This paper consists of a literature review of CUSTOMER SATISFACTION and develops a QUANTITATIVE METHOD for determination of CRITICAL FACTORs for CUSTOMER SATISFACTION. The developed method has been used and tested in an Iranian FINANCIAL INSTITUTE. Based on the literature review, a questionnaire has been developed and filled out by a randomly selected sample of customers, and another questionnaire has been developed and filled out by managers at different levels. Collected data are analyzed using SPSS and the results are discussed and reported. This paper also takes an approach to identify CRITICAL FACTORs in CUSTOMER SATISFACTION with quantitative criteria (Ci) of CUSTOMER SATISFACTION based on their opinion about each factor status (Sij) and its preference (Wij). Such approach has been taken in all branches of mentioned institute and the results of customers' satisfaction and also CRITICAL FACTORs have been analyzed. By proposed approach, the manager of the organization can make proper decisions according the results of CRITICAL FACTORs in CUSTOMER SATISFACTION or rank them for planning to improve each factor and finally it can lead to higher CUSTOMER SATISFACTION.

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References

شناسایی سطوح نیاز و عوامل موثر بررضایت مشتریان: پیش نیازی برای اصلاحات ساختاری در نظام بانکی

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APA: Copy

BARADARAN KAZEMZADEH, R., & BASHIRI, MAHDI. (2005). DETERMINATION OF CRITICAL FACTORS INFLUENCING CUSTOMER SATISFACTION: A CASE STUDY ON A FINANCIAL INSTITUTE. DANESHVAR RAFTAR, 12(11), 71-78. SID. https://sid.ir/paper/46413/en

Vancouver: Copy

BARADARAN KAZEMZADEH R., BASHIRI MAHDI. DETERMINATION OF CRITICAL FACTORS INFLUENCING CUSTOMER SATISFACTION: A CASE STUDY ON A FINANCIAL INSTITUTE. DANESHVAR RAFTAR[Internet]. 2005;12(11):71-78. Available from: https://sid.ir/paper/46413/en

IEEE: Copy

R. BARADARAN KAZEMZADEH, and MAHDI BASHIRI, “DETERMINATION OF CRITICAL FACTORS INFLUENCING CUSTOMER SATISFACTION: A CASE STUDY ON A FINANCIAL INSTITUTE,” DANESHVAR RAFTAR, vol. 12, no. 11, pp. 71–78, 2005, [Online]. Available: https://sid.ir/paper/46413/en

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