Determinants of Customer Satisfaction in Retail Banking: The Case of Mellat Bank of Iran

Seyed Abdollah Ebrahimzadeh Pahnehkolaei, Mirza Hassan Hosseini

Abstract


The main purpose of the article is to determine the factors which may influence customer satisfaction in the retail banking sector in Iran. Therefore, a survey was conducted among 1300 bank customers. Then, the collected data were analyzed applying SET.  The results showed that the control variables, have impact on customer satisfaction.  Consequently, the current research can help Iranian retail banks to increase customer satisfaction and gain competitive advantage.    


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