Assess the impact of employee behavior on customer satisfaction and create confidence in the minds of the customer s bank (Bank A Case Study of Iran-zamin)

mohammadreza babaei¹ monireh hassani khalili² hamid amiri³

1) Department of Industrial Management, Faculty of Management and Accounting, Islamic Azad University relic of Imam Khomeini - Shahr-e Rey, Tehran,
2) Graduate student of Public Administration Organization and Methods orientation, Faculty of Management and Accounting, Islamic Azad University relic of Imam Khomeini - Shahr-e Rey, Tehran, Iran
3) Graduate student of Public Administration Organization and Methods orientation, Faculty of Management and Accounting, Islamic Azad University relic of Imam Khomeini - Shahr-e Rey, Tehran, Iran

IOI Code : XYCG-AEAZD
Publication : international conference of Management Elites(icme.ir)
Abstract :
    the satisfaction of them. The aim of this study was to assess the impact of employee behavior as one of the most important factors on customer satisfaction and confidence is the bank of Iran. The method used in this survey and the research community bank clients in Tehran Iran, according to Tehran s population as a population, 384 were selected based on Morgan table, so the questionnaire were distributed equally between each of the five selected areas. The results showed that, in fact, based on the results of the findings and hypotheses, conduct important factor in attracting customers through staff satisfaction and winning the trust of our customers. And only after the treatment had no significant effect on job satisfaction, after behavior of clients and has offices. Unfortunately clients for easy administration off this feature behavior so that their dissatisfaction is operating but behavioral dimensions such as personal use of administrative affairs and the treasury, of dealing, deception, and fraud surcharge staff, customer dissatisfaction is at 99 and 95% for negative behavioral traits as well as all the makes no-confidence in the bank and then to customers.

Keywords : confidence in the bank customer satisfaction employee behavior bank of iran zamin