A Survey On the Influential Factors Over Customer`s Satisfaction Regarding to The Service Quality Of Mazandaran Melli Bank

Nowadays, the organizations of production or service consider customer's satisfaction as an important criterion to evaluate the work quality and it deserves mentioning that this process is still increasing. The importance of a customer and his/her satisfaction returns to the competition around the world. Hence in this survey, regarding the service quality and the factor priorities, the influential factors on customer satisfaction of Melli Bank are investigated by Cano Model in three groups of basic needs, operational and attractive. Then in the next process every feature concerning every level is classified by the Fridman test. To collect the data a questionnaire is used here. Meanwhile, this survey is functional from the view point of its purpose and descriptive from the view point of its method. The introduced modal has been used among the longtime depositor of Mazandran Melli Bank. The results show that attention in the bank services is among the most important factors of basic needs and the friendly relationship among the bank employees are the most factors of operational level and the payment of account interests are the most important factors of motivational one. At the end some suggestions are delivered to improve the quality of services.

Keywords:

Quality , Customer satisfaction , Kano Mode