Abstract
In today's competitive world, without a doubt the most important assets of any organization customers from manufacturing, or services are considered. Customer care and satisfaction is what he is, that is to compete at the global level. Large investment banks to diversify products and services, and improve the quality and good will doing service, all with the aim to satisfy existing customers and new customers is to prevent deterioration. This study examines the factors affecting customer satisfaction, the state banking "service system, and conduct exchange", based on the model's Systra. For this reason, in this study used a questionnaire that, among 384 clients of the Keshavarzi Bank of Kermanshah, randomly distributed. By three professors of validity, and reliability with Cronbach's Alpha was 0.764. Methods Descriptive is a survey. The period under review, is the first half of 2015. T-test to test hypotheses, and the Friedman test for the factors affecting customer satisfaction, the status of banking services, from the perspective of the customer. Results 4-1 hypothesis that the influence of four factors (The quality of service system, the quality of service devices, the accuracy of the exchange service, the quality of treatment services), customers using electronic banking services, Keshavarzi banks, to confirm. In H5 most important factors on the situation of banking services, customer satisfaction, from the perspective of customers, service system, is. DOI: 10.5901/mjss.2015.v6n5s2p522
Highlights
Today, information and communication technology, has overshadowed all sectors of societies
Features of ICT, the emergence of a new perspective in the banking system, on how to provide the services required by our customers, and new horizons in the field of modern banking services, and development of new ways of delivering traditional banks opened, so that the future of banking, based on a benchmark of success in the information technology
Customer satisfaction is not enough though, and institutions such as banks should not rely on their customer satisfaction, and think about the needs of existing customers because the bank has been successful in providing modern banking services that, have been able to understand the future needs of customers
Summary
Information and communication technology, has overshadowed all sectors of societies. Customer satisfaction is not enough though, and institutions such as banks should not rely on their customer satisfaction, and think about the needs of existing customers because the bank has been successful in providing modern banking services that, have been able to understand the future needs of customers. They have to be convinced that they can do the needs assessment diagnosis clients, customers will need in the future, what kind of service, and one step ahead of their customers, and their customers become loyal. Banks today are well aware of this issue, to sustain their high level of customer satisfaction, it will be necessary, and this time will be realized, which can offer customers new services and up to date, and to know the services customers deals, to what extent will their consent, and which type of bank able to serve, to attract more satisfied than competitors
Sign-in/Register to view highlights & summary Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
