customers of Quality of banking services by Methods Analytical Hierarchy process ( AHP )

Mohaddeseh Deylami¹ Behzad Shahrabi² Esmaeil Hajinezhad³

1) 1دانشگاه آزاد اسلامی واحد علی آباد کتول/ کارشناس ارشد مدیریت بازرگانی/
2) دانشگاه آزاد اسلامی واحد علی آباد کتول / عضو هیات علمی دانشکده مدیریت و حسابداری/
3) دانشگاه آزاد اسلامی واحد علی آباد کتول/ کارشناس ارشد مدیریت/

IOI Code : XYCH-AECCC
Publication : 3rd International conference on Management , Economics and Humanities(icmeh.org)
Abstract :
    Many researchers and practitioners have been attracted to service qualify by banks that are effected customer satisfaction. In the industrial banking service, costumer is good investment that are tried to protect. In other side by increasing individual bank in the late years, had been improve qualify of banking service is essential to satisfaction costumer of banks. The study is make by maim Identification and Ranking Factors affecting customer satisfaction of The quality of banking services of Bank Sepah, Golestan The study sample consisted of heads of Bank Sepah Golestan province that is studied among which 26 experts were selected as the sample size. The method used in this study is Analytical Hierarchy Process AHP. The results indicate that Of the five main factors have been identified that influence customer satisfaction of quality of banking services, there are given priority Which includes the features of banking services, prices, engagement, access to bank branches and physical properties and the subplot Services, property services in accordance with customer requirements, interest rates on deposits in price, expertise and skills of staff in meeting the needs of customers in the interaction, new methods of accessing banking services at branches and beautiful in appearance and physical characteristics were given priority. It is also generally considered 21 sub-items, there are priority witch are New methods of banking services (phone, internet bank ATM - Golden current system of questions and answers and these is priority 21 Ease of use of banking services for all segments of society. Beyond all this Priority Has been sealed and All these factors come together to provide a safe environment for customers and soothing, Because there was little or defect in any of these factors could be irreparable blow to the body into the bank.

Keywords : service quality customer satisfaction analytic hierarchy process ahp bank sepah