An increase on competition industry from one side and the need for customer retention on the other side in banking industry create necessary motivation to learn more about customer behavior. This paper investigated the relationship between seven perspectives of banking services and customers’ attitude towards changing behavior. The seven perspectives included how bank employees’ treat customers, service prices, how to promote and market synergies, place and time to serve customers, products, equipment and process. The proposed study was implemented in two Iranian banks called Mellat and Tejarat in city of Tehran, Iran. The results indicated that all components except one case, which was “how to promote and market synergies” had meaningful and negative relationship with customer behavior.

Corporate social responsibility (CSR) plays an important role on creating a good image for business owners especially in banking industry. In this paper, we present an empirical survey to measure the impact of CSR on increasing reputation as well as creating brand equity through customer satisfaction. There are five hypotheses in our survey where we examine whether positive perception on bank’s customers on CSR activities influences customer satisfaction, brand equity and firm’s reputation. In addition, we examine whether customer satisfaction, as in intermediate variable, influences the relationship between CSR and bank’s reputation as well as CSR and firm’s brand equity. The proposed study of this paper designs a questionnaire and distributes it among 384 experts who work for an Iranian bank located in city of Tehran, Iran. According to our results, there is a positive impact of CSR on customer satisfaction (B=0.84). In addition, there is a positive relationship between customer satisfaction and firm reputation (B=0.70), and between customer satisfaction and brand equity (B=0.98). However, our survey did not confirm that CSR had any positive impact on corporate reputation or brand equity.

Total quality management (TQM) plays an important role on improving educational systems. In this paper, we present an empirical study to investigate the effect of TQM components on customer satisfaction in one of higher educational organizations in South East part of Iran called Qeshm. The proposed study investigates the effects of five TQM components including tangible, attitude, reliability, content and mode of delivery on customer satisfaction. The study designs a questionnaire consists of 37 questions and distributes it among a sample of university students and professors. Cronbach are calculated for significance, attitude, reliability, content and mode of delivery were 0.84, 0.83, 0.91, 0.90 and 0.83, respectively. The results of our survey are investigated using Pearson correlation ratios as well as regression analysis and the results indicate that all five components influence customer satisfaction, significantly.

Customer satisfaction plays an important role on the success of banking industry. A customer may switch his/her primary banking from one to another as soon as he/she is unsatisfied from the quality of services. In this paper, we study the impact of six factors on electronic banking including easy access, design, transaction speed, security, information content and customer support on customer satisfaction. The proposed study was performed in different branches located in north east of city of Tehran, Iran named Tejarat. The study selected a sample of 200 customers, designed, and distributed a questionnaire among them. The results of our survey have indicated that all six components significantly influenced on customer satisfaction. We have also investigated a linear regression between the six independent variables and customer satisfaction and using stepwise linear regression technique the most suitable regression model. The results of regression analysis have also indicated that an increase of one unit in easy access, information content and customer support will increase customer satisfaction by 0.201, 0.368 and 0.356, respectively.

Border markets in many countries have been considered as the most important bridge for building a financial connection between inside and outside the countries. In this paper, we present an empirical study to find the impact of border market on customer satisfaction. The proposed study of this paper considers the effects of eight factors including competitive brand, foreign investment, management of imported goods, governmental supportive rules, monetary policies, supply chain management, buyers, marketing planning and import management on customer satisfaction who purchase on border markets. The proposed model of this paper designs and distributes 400 questionnaires among some experts and uses factor analysis and structural equation modeling to test nine hypotheses. The results indicate that there are some strong evidences that all nine factors impact customer satisfaction and foreign investment has the highest impact on customer satisfaction followed by supply chain management, marketing planning import management.

These days, there is a tight competition among business units and all production units or service businesses attempt to use different techniques to increase their market shares. In such environment, customer normally says the last word, in fact, customer plays an important role and in many organizations, it is considered as part of their assets. The purpose of this paper is to propose a hybrid method to detect important criteria using Kano three-dimensional method and prioritize them using analytical hierarchy process. We implement the proposed model of this paper for one of Iranian banks called Bank Melli Iran. The study determines 25 different attributes, categorizes them in three different groups based on Kano model, and ranks them in terms of customers and employees & apos; perspective. The results of the survey indicate that customer and employees mostly have similar views since there are 21 common attributes between them. However, the priorities of these 21 items are often different in terms of two groups of employees and customers.

During the past few years, there has an increasing trend on using internet facilities to do different personal banking. People transfer money, pay their bills and even purchase shares of different companies using internet. There is also an increasing competition among banks and other financial institutions through providing new web based facilities. There is no doubt that a bank with no online banking can easily lose market share. The primary purpose of this paper is to investigate how a bank website can impact customer loyalty. The proposed study is implemented for one of governmental Iranian banks called Bank of Industry and Mine. The study distributes a questionnaire among 330 people who use the internet banking of this bank. We then analyze their feedback using structural equation system and all the hypothesis are confirmed.

One of the most important techniques on improving customer satisfaction in clothing and textile industry is to increase the quality of goods and services. There are literally different methods for detecting important items influencing clothing products and the proposed model of this paper uses quality function deployment (QFD). The proposed model of this paper designs and distributes a questionnaire among some experts to detect necessary factors and using house of quality we determine the most important factors impacting the customer & apos; s clothing selection. The proposed study of this paper focuses men who are 15 to 45 years old living in Yazd/Iran. The brand we do the investigation sells the products in three shopping centers located in this city. We have distributed 100 questionnaires and collected 65 properly filled ones. Based on the results of our survey, suitable design, printing and packaging specifications, necessary requirements, optimization of production planning and appropriate sewing machine setting are considered as the most important characteristics influencing the purchase of a clothing products.

E-governance practices and standardization of processes are significant factors affecting the per-formance of government organizations and undertakings in India. Customer is the backbone of any organization and customer satisfaction is the key for ensuring the success. Using a multiple-criteria decision analysis method named TOPSIS, we attempt to study the impact of e-governance practices on customer satisfaction of Maharashtra Housing and Area Development Authority (MHADA). The method determines the ranking and contribution of different elements in an attempt to determine a suitable strategy for every customer segment. Results show that cus-tomers belonging to Higher Income Group (HIG) and Middle Income Group (MIG) are more satisfied with the Online Mitra Service while the customers of Lower Income Group (LIG) and Economic Weaker Section (EWS) are more inclined towards Process Standardization. In order to remove bias and obtain fairly accurate results the data were collected through questionnaire from every customer segment.