NDLI: The Analysis of the Factors Affecting Iranian Customers ' Satisfaction in Traditional and Internet Banking-Case Study : Saman Bank

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The Analysis of the Factors Affecting Iranian Customers ' Satisfaction in Traditional and Internet Banking-Case Study : Saman Bank

Content Provider	Semantic Scholar
Author	Heidari, Hamed Mousakhani, Morteza Rashidi, Hassan
Copyright Year	2014
Abstract	One of the effective strategies for attracting the customers' trust and making them loyal is analyzing the effective factors on the customers' satisfaction in banking industry and adopting suitable policies related to these factors. This article focuses on recognizing the effective factors on the satisfaction of Saman bank customers and aims to identify procedures causing an increase in customers' satisfaction. In this research, first the factors related to the quality of traditional services, the quality of internet services, customers' satisfaction, complaint management, customers' mental image of the bank, customers' loyalty and trust have been extracted through conceptual study and review of literature as the effective factors on customers' satisfaction, and the conceptual model of the research has been made based on these factors. Then, 500 questionnaires have been distributed among the customers of Saman bank to evaluate the relationship between the variables and finally, 303 questionnaires have been the base of the research. This study has an applied aim and descriptive-correlational method and it is exactly PLS-SEM regarding the analysis of the data. This research The analysis the result, show the influence of service quality on customers' satisfaction, the effect of their mental image on their loyalty, the effect of their satisfaction on their trust, and the effect of customers' satisfaction on their loyalty. The results of this research provide useful insight for the bank, policy makers and marketing researchers in banking system and help the superior managers increase their customers' satisfaction through such policies.
File Format	PDF HTM / HTML
Alternate Webpage(s)	http://www.ijsmd.com/Site/images/2014/April/The_Analysis_of_the_Factors_Affecting_Iranian_Customers_Satisfaction_in_Traditional_and.pdf
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article

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