Factors Affecting Customer Satisfaction from the Status of Banking Services "System Service, Exchange and Behavior", Based on Systra (Case Study: Keshavarzi Bank of Kermanshah)

Abstract

In today's competitive world, without a doubt the most important assets of any organization customers from manufacturing, or services are considered. Customer care and satisfaction is what he is, that is to compete at the global level. Large investment banks to diversify products and services, and improve the quality and good will doing service, all with the aim to satisfy existing customers and new customers is to prevent deterioration. This study examines the factors affecting customer satisfaction, the state banking "service system, and conduct exchange", based on the model's Systra. For this reason, in this study used a questionnaire that, among 384 clients of the Keshavarzi Bank of Kermanshah, randomly distributed. By three professors of validity, and reliability with Cronbach's Alpha was 0.764. Methods Descriptive is a survey. The period under review, is the first half of 2015. T-test to test hypotheses, and the Friedman test for the factors affecting customer satisfaction, the status of banking services, from the perspective of the customer. Results 4-1 hypothesis that the influence of four factors (The quality of service system, the quality of service devices, the accuracy of the exchange service, the quality of treatment services), customers using electronic banking services, Keshavarzi banks, to confirm. In H5 most important factors on the situation of banking services, customer satisfaction, from the perspective of customers, service system, is.