سیدمهدی مصطفوی - استادیار، دانشگاه فردوسی مشهد، دانشکده علوم اداری و اقتصادی، ایران

This study is aimed at exploring the determinant factors and hence developing dimensions of customer satisfaction for public and private banks. Two-stage factor analysis was computed to arrive at the dimensions of customer satisfaction. The study revealed five dimensions of customer satisfaction for public and private banks respectively. Those are:Service orientation, diligence, adherence, value of money, and amiability.In Mashhad city the level of satisfaction for both public and private banks is higher than average (%۵۰). Among the satisfaction dimensions the higher rate devotes to staff behavior which is %۸۰ and the lower rate devoted to staff paying attention to customers which is %۵۴.۸ in the private banks. The correspondent dimensions for the public banks relate to the staff behavior and revealing information to the customers which is %۸۰ and %۵۹ respectively. Overall the level of satisfaction in the nationalized and private banks is ۲۵.۲۲ and ۲۴.۱۴ respectively.

بانکداری خصوصی, دولتی, رضایتمندی مشتری, مدل میشرا