EFFECTS OF BEHAVIORAL FACTORS ON CUSTOMER SATISFACTION

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SEYEDIN B.

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Seminar Paper

Paper Information

Seminar: INTERNATIONAL CONFERENCE ON BANKING SERVICES MARKETING
Year:2009 | Issue:1

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Title

EFFECTS OF BEHAVIORAL FACTORS ON CUSTOMER SATISFACTION

Author(s)

SEYEDIN B.

Keywords

PERFORMANCE EVALUATION

WORD WF MOUTH

CUSTOMER LOYALTY

CORRELATION

Abstract

Today the organizations follow marketing activities to create desirable opinion in the customers. These activities will be successful if not only the organizations create desirable opinion but also improve the quality of the services to satisfy the customers. Effective and useful study of the customers- satisfaction needs good understanding of the sensitivities of the customers and at the same time the correct evaluations of bank affairs. Those staves who give services to the customers are the most important factors in service marketing because they are in direct contact with the customers and play basic role in attracting the customers. Thus the behavior and the effect of this behavior would be an important factor in the customers satisfaction and also it may create a mouth to mouth advertisement and at the end introducing bank to the other people This survey has been done among Melli, Mellat, Maskan, Saderat Tejarat, Sepah, Keshavarzy and Refah banks to study the effect of staves behavior in customers satisfaction. Therefore the investigator uses the information which has been gathered from questionnaires and descriptive and presumption statistics results to show that there is a direct relation (about %99) between staves behaviors and customers satisfaction. The CORRELATION between the customers and staves after their contact is about Rs=0.670 and the confidence on the staves are about Rs=0.677 and the attractiveness of staves in satisfying the customers need are about Rs=0.754.

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APA: Copy

SEYEDIN, B.. (2009). EFFECTS OF BEHAVIORAL FACTORS ON CUSTOMER SATISFACTION. INTERNATIONAL CONFERENCE ON BANKING SERVICES MARKETING. SID. https://sid.ir/paper/904294/en

Vancouver: Copy

SEYEDIN B.. EFFECTS OF BEHAVIORAL FACTORS ON CUSTOMER SATISFACTION. 2009. Available from: https://sid.ir/paper/904294/en

IEEE: Copy

B. SEYEDIN, “EFFECTS OF BEHAVIORAL FACTORS ON CUSTOMER SATISFACTION,” presented at the INTERNATIONAL CONFERENCE ON BANKING SERVICES MARKETING. 2009, [Online]. Available: https://sid.ir/paper/904294/en

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