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Title
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شناسايي و رتبه بندي انتظارات مشتريان سازماني از خدمات بانكي پژوهشي در بانك صادرات ايران، بوشهر
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Type
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Presentation
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Keywords
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Customer, organizational customers, customer expectations, service, banking services, quality of service
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Abstract
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Today, all service organizations and especially banks are speaking about customer satisfaction and delighting them in the workplace. With respect to the fact that one of the most important concerns of bank managers is appropriate and high quality servicing to customers especially key customers and on the other hand the organizational customers are major and important factors both in preparation of bank supplies and consuming bank facilities and its other services, then it is in great importance to identify the demands and expectations of customers. This research is practical in terms of purpose and descriptive-navigated in terms of data collection. The statistical community for this research is: organizational customers of BSI of Bushehr. 400 samples were collected using simple random sampling method. Data were collected using questionnaire. Validity of questionnaire is investigated and proved using nominal content validity and its reliability by Cronbatch's Alpha. Using exploratory factor analysis, 7 factors were identified as expectations for organizational customers of banking services and based on the content of questions for each factor a proper name was selected for each of them. These factors include a variety of services, use of efficient manpower, modern electronic banking services, use of proper equipment and physical evidences, a correct understanding of the customers, establishing the appropriate fee and the interest rate and reducing the time of service. Friedman test was used to rank the factors. The results showed that the most important factor is modern electronic banking services and the least important factor is reduced time of service.
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Researchers
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Majid Esmaeilpour (First researcher) ,
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