The Effects of Application of Business Process Management On Customer Satisfaction on 30 Mellat bank branches in Shiraz

This study with total aim state effective of application of business process management on customer satisfaction on Shiraz Mellat bank branches. This city has 30 Mellat bank branches. This study was practical goal and descriptive-correlation as data analysis and collection. Statistical society of these research 423 questionnaires was distributed among the customers in the selected branches and finally from this number of questionnaires 384 ones were returned and were worth of analysis. For data collection done by field and combined method based on three methods used library method, interview and questionnaire were used in this study. Sampling numbers determined with using Cochran alpha using SPSS19 software. As results in study, after the two stages of distributing questionnaire between customers and bank experts, 42 indexes were identified as influential indexes on quality and customer satisfaction from bank services and were used in compiling the final questionnaire for analyzing and extracting the factors which involve indexes. Factor analysis method or factorization has enabled the researchers to access this model among various variables and complicated causal relations among them.

کلیدواژه ها:

Business ، Business Management ، Mellat Bank ، Customer Satisfaction