مدل میشرا

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 (%50). Among the satisfaction dimensions the higher rate devotes to staff behavior which is %80 and the lower rate devoted to staff paying attention to customers which is %54.8 in the private banks. The correspondent dimensions for the public banks relate to the staff behavior and revealing information to the customers which is %80 and %59 respectively. Overall the level of satisfaction in the nationalized and private banks is 25.22 and 24.14 respectively.