Analysis of customer satisfaction from services offered by Shahrnet counters of Shahr Bank

Ehsan Ahhadmotlaghi¹ Siamak Abdi² Mohammad Sheikhmohammadi Khamseh³

1) Assistant Professor, Payam Noor University, Tehran, Iran
2) Master s Students , Payam Noor University, Tehran, Iran
3) MBA, Baharaty Vidiyapeeth University, Pune, India

IOI Code : XYHB-BEDDB
Publication : The 3rd International conference in Management in the 21st Century (3icm21.com)
Abstract :
    In the current era, the trend in use of electronic banking services and ability to transfer the financial resources, has introduced electronic banking as the inseparable part of electronic commerce. On the other hand researches show that customer satisfaction is highly affecting the customer retention and as a result on profitability and success of organizations, specially the banks. Considering the importance of quality of services (specially banking services) and also customer-oriented and customer-centered approaches, it is required that some exective strategies to be applied. This research is a field study aimed at measuring the quality of services provided by the City Bank and its relationship with the Shahrnet customer satisfaction.The population included all customers of the City Bank in three regions of Tehran. The sample size for this study is 68 persons. The results using Pearson correlation shows that the hypotheses of the study have been approved

Keywords : customer satisfaction electronic banking service quality city bank counters