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Study the factors affecting on customer satisfaction from different banks in Iran
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Hormoz Asadi   1, Mehdi Minaei2 , Seyed Basir Mirtamizdoust3 |
1- Assistant Professor of Research in Economic and Social Research, Seed and Seed Breeding Research Institute, Agricultural Research, Education and Extension Organization (AREEO), Karaj, Iran (corresponding author) , hormoz.asadi3@gmail.com
2- Assistant Professor of Imam Khomeini Agricultural Jihad Center of Higher Education, Agricultural Research, Education and Extension Organization (AREEO), and Promised Lecturer of Samangan Non-Governmental-Nonprofit Higher Education Institute, Karaj, Iran
3- Former Master's Student in Islamic Economics, Non-Governmental-Nonprofit Higher Education Institute of Samangan, Amol County, Karaj Branch |
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Abstract: (2091 Views) |
ABSTRACT
The objectives of the study were to investigate the factors affecting customer satisfaction from various public, private and credit banks, including Melli, Pasargad and Mehre Egtesad. This study were implemented in district 3 of Tehran province in 2017 .The sample is stratified random sampling method based on Morganchr('39')s classification, 384 were selected. For collecting of information used questionnaires and interviews with 384 customers who were selected by Morgan randomized random sampling method. The methodology has been to use the Kolmogorov-Smirnov test for normality of data and using t-test and logistic regression analysis (logit models). According to the results, the reliability of the Questionnaires was estimated to be 0.8 by Cronbach’s alpha. The variables were completely normal based on the Relevant test. Based on the estimated model, the quality factors of banking services in Melli and Pasargad banks are 100 and 98.2 percent, respectively and the variable of physical and tangible factors in .Mehre Egtesad bank was 93.9 percent and the most statistically significant effect on customer satisfaction.
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| Keywords: Customer satisfaction, Bank, factors effects, Economic analysis |
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Full-Text [PDF 1040 kb]
(1159 Downloads)
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Article type: Research |
Subject:
Special
Received: 2020/04/11 | Accepted: 2021/05/3 | Published: 2021/05/26
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