Evaluating the Customer Satisfaction with Sina Bank Employees’ Communication Behaviors

International Journal of Social Communication Sciences

مقاله 5، دوره 01، شماره 03، اسفند 2011، صفحه 43-50   

نوع مقاله: Scientific-research

چکیده

In this study, the degree of customer satisfaction with regard to Sina Bank's employees and their communication behaviors, in the branches located in city of Tehran has been evaluated by using the survey and descriptive method. The statistical population consists of the patrons of these branches. The samples are those patrons who have referred to the branches of Sina Bank and were accessible. 50 questionnaires have been pretested to ensure the reliability of the questionnaire by using Cronbach's alpha coefficient which showed a high Cronbach's alpha reliability coefficient of 0.90. The results of the survey indicate that: There is a significant relationship between communication skills of employees of Sina Bank and the degree of customer satisfaction; There is a significant relationship between employees' intimate behavior toward clients and the degree of satisfaction of Sina Bank's customers; There is a significant relationship between having adequate knowledge and skills for employees to reply to customers' inquiries and the degree of satisfaction of customers with regard to Sina Bank's employees; There is no significant relationship between customer's age and gender, and the degree of satisfaction with regard to Sina Bank's employees.

کلیدواژه‌ها

satisfaction؛ Customer؛ Communication Behaviors؛ Sina Bank

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