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بررسی عوامل موثر بر رضایت‌مندی مشتریان بانک صنعت و معدن* | ||
| مدیریت بازرگانی | ||
| مقاله 4، دوره 1، شماره 2، 1388 اصل مقاله (213.74 K) | ||
| نویسنده | ||
| داود حسینی هاشم زاده | ||
| دانشکده مدیریت | ||
| کلیدواژه‌ها | ||
| پایگاه مشتری؛ رضایت مشتری؛ کیفیت خدمات؛ مقررات و ... بانک؛ نگرش به قوانین؛ نگرش به کارکنان بانک | ||
| عنوان مقاله [English] | ||
| Examination of Influential Factors on Bank of Industry & Mine Customers' Satisfaction | ||
| نویسندگان [English] | ||
| Davood Hosseini-Hashemzade | ||
| چکیده [English] | ||
| This essay proposes results of three investigations on satisfaction of Industry & Mine Bank's customers. This research rendered yearly and pursues following purposes: attainment to resolution for increasing customers' satisfaction, knowing of customers' attitudes on Bank employees, customers' Judgment on regularities of Bank, measuring customers' satisfaction, knowing of customers' status. Hypotheses of mentioned investigations related relation of above independent variables and customer's satisfaction. This research used longitudinal method and its technique of data gathering is questionnaire. Sample size was 675 customers at the first phase, 681 customers at the second phase, and 556 customers at the final phase. Achieved results from this research indicate: 1) The correlation between service quality and customers' satisfaction is at %44 level. 2) The correlation between customers' attitudes and customers' satisfaction is at %33 level. 3) The correlation between customers' judgment on regulities and customers' satisfaction is at %28 level. | ||
| کلیدواژه‌ها [English] | ||
| Customers' Attitudes, Customers' Satisfaction, Customers' Status., Service quality | ||
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آمار تعداد مشاهده مقاله: 4,068 تعداد دریافت فایل اصل مقاله: 4,345 |
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