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Customer Satisfaction Indicators of Zahedan Banks to Public-Private-Semi-Private
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Maliheh Mollashahi1   , Saman Ziaee2 |
1- Ph.D. student of Agricultural Economics, Zabol University, Sistan and Baluchestan, Iran.
2- Associate Professor, Department of Agricultural Economics, Zabol University (responsible author) |
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Abstract: (3175 Views) |
The purpose of this study is to prioritize customer satisfaction indices of Zahedan city banks to public, private and semi-private banks. Initially, by reviewing the available scientific resources and interviewing banking and economics experts and experts, a set of customer satisfaction indices was extracted, and after removing the shortcomings and deficiencies, Finally, 10 indicators were used to assess customer satisfaction with banks.
The statistical population includes the customers of Zahedan Banks and 400 members were selected for all banks.
The conceptual model of the research was designed and tested by collecting questionnaires from customers of Zahedan Banks through distribution of questionnaires to customers of Zahedan Banks in public, private and semi-private banks From April to October of 2019 in the framework of structural equations.
After estimating the results by using LISREL software, the indices that were not valid were removed from the model.
According to the results of this study, overall, the indicators of religious motivation, easy accessibility and ease of service, and the friendly reaction of employees to customer satisfaction were more successful than other indicators.
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| Keywords: Satisfaction, Customers, Bank, Management, Structural Equations |
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Full-Text [PDF 1560 kb]
(845 Downloads)
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Article type: Research |
Subject:
General
Received: 2020/03/9 | Accepted: 2020/06/20 | Published: 2020/06/24
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