Paper Information

Title: 

PRIORITIZING EFFECTIVE FACTORS ON CUSTOMERS' SATISFACTION AND DISSATISFACTION OF SERVICE QUALITY

Type: SPEECH
Author(s): HAGHIGHI KAFASH MAHDI,AHMADI NILOUFAR
 
 
 
Name of Seminar: INTERNATIONAL CONFERENCE ON BANKING SERVICES MARKETING
Type of Seminar:  CONFERENCE
Sponsor: 
Date:  2009Volume 1
 
 
Abstract: 

The present research, done in 2009, is an attempt to identify and prioritize affective factors on customers' satisfaction and dissatisfaction level (applied to Tejarat Bank as a case study).Concerning the issue, Johnston's Model was applied, through which 18 factors of service quality had been identified and prioritized in British banks. The present paper shows attentiveness! Helpfulness, friendliness and care as the 1st three factors affecting satisfaction. On the other hand ignoring integrity, reliability and courtesy have been known as three main factors causing customers' dissatisfaction.

 
Keyword(s): CUSTOMER SATISFACTION, BANKING SERVICES QUALITY
 
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