Investigating the effect of relief and social interactions on customer's satisfaction in Sepah Bank (Case Study: branches of Tehran)

Mehrdad Tavassoli, Alireza Pour Ebrahimi, Mojtaba Maleki

Abstract


In the banking industry, recognition and attention to the demands of customers and strive to meet his needs are very important. The present study in terms of goal is considered of applied research and in terms of the method is considered of surveyed research that to collect the needed data for presented variables in the theoretical model, has been used the surveyed method. This study examines the impact of social interactions and relief on customer's satisfaction and experience. The statistical society of research includes customers of Bank Sepah in Tehran that have had relationship with the bank for at least three years. 230 questionnaires were distributed among the available sample by simple random sampling. Relaxation and social interactions of independent variables, customer satisfaction, the dependent variable and customer experience, is the mediator. Research data were collected by using standard questionnaires. This information is analyzed in the LISREL 8.50 software environment by applying the structural equation modeling tests and confirmatory factor analysis according to the research hypothesis. The results of this study show the positive effect of relief on customer satisfaction and customer experience, customer experience on the customer satisfaction, social interactions on the customer satisfaction, social interactions based on customer experience. It is hoped that the results of this study pave the way for future research on banking components.

 


Keywords


relief, social interaction, customer satisfaction, customer experience, Sepah Bank.

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