نوع مقاله : مقاله پژوهشی
نویسندگان
1 استادیار دانشکده اقتصاد، مدیریت و حسابداری دانشگاه یزد
2 کارشناسی ارشد مدیریت صنعتی گرایش تولید، دانشگاه یزد
چکیده
کلیدواژهها
عنوان مقاله [English]
نویسندگان [English]
Banking system in Iran, constitute the major part of the economy and the added value created by the banks, provides a large share of total value added of the financial sector. Nowadays banks found to achieve maximum profitability, provide quality customer service is essential. Due to this, the study attempted to provide an integrated approach, based on the Kano model and robust design, for stepping beyond the scope of the models that have been mentioned so far, And to identify factors influencing customer satisfaction, the optimal combination of critical factors for achieving the proposal bank customer satisfaction was presented. The results showed that, when the strategies provide banking services to reach the desired level of quality, quality characteristic such as, "working quickly to deal with customers", "respectful and appropriate behavior with clients" and "being regulated employees" should be in good level of quality . Also, this study shows that the design of banking services, with an average level of "quality of work provided to the customer" and "appeared to be decent staff" is acceptable. Designing banking services in the framework of this study, can provide the highest level of customer satisfaction for banks.
کلیدواژهها [English]
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