Investigating the factors influencing customer satisfaction of service quality of Agriculture Bank
Journal Title: International Research Journal of Applied and Basic Sciences - Year 2016, Vol 10, Issue 5
Abstract
It is evaluated the banking service market in terms of the mutual relations between the client and the bank, or in other words their loyalty to the bank. Some people associated with a particular bank and perform their required operations through the same Bank. Some need to refer to several banks and they use different banking services according to their various needs and expectations. One of the most important factors in the development and maintenance of loyalty to the bank is identification of customer expectations and market expectations. Active banks as part of its continued reform are constantly tried to be aware of their customers' expectations, understanding their needs and to improve their services, according to the bank's interests. This study seeks to identify the expectations of customers, the Agricultural Bank and also creating a model of expectations, which will help banks to do better services. The research method in terms of purpose and from the perspective of data collection methods is descriptive- survey. The study population is Ghachsaran Agriculture Bank customers and it was used a sipmple random sampling and 384 questionnaires were collected. In this research, a questionnaire items were provided after reviewing customers' expectations through interviews and review of scientific literature and using expert opinions .The results of exploratory factor analysis, reliability and validity Questionnaire has been approved. Eight factors obtained using exploratory; factor analysis was presented of a conceptual model. Also criteria or score of each of the main criteria of the model were determined using AHP technique. The results showed that the customer is the most important factor for reliability.
Authors and Affiliations
Yaghoub Ansari| PhD, in Financial Business, associate professor, Islamic Azad University of Yasouj, Tavakol Yarijo| MSc Student of Executive management, Ialamic Azad University of Yasouj . email: tavakol.yarijoo20@gmail.com, Mehdi Ahmadi| MSc Student of Executive management, Ialamic Azad University of Yasouj ., Masood Saeedi nia| MSc Student of Executive management, Ialamic Azad University of Yasouj .
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