Industrial Innovations

Industrial Innovations

Customer satisfaction Model on Economic Development in the Banking Industry Using Structural Equation Modelin

Document Type : Original Article

Authors
Parisa Abbasi 1
Amir Azizi 1
Ali Taghizadeh herat 2
1 Department of Industrial Engineering, Islamic Azad University Science and Research Branch, Tehran, Iran
2 Department of Industrial Engineering, Parand Branch Islamic Azad University, Tehran, Iran
https://doi.org/10.61186/jii.1.3.217
Abstract
In this research, using structural equation modeling, the customer satisfaction model based on economic development in the banking industry has been presented, for which primary and basic information has been collected through library studies. Analytical data was also collected through the distribution of a questionnaire designed by the researcher. In order to determine the validity, the questions of the questionnaire were given to management professors and 15 managers of Saderat Bank, and after receiving their opinions, the necessary amendments were made in the questionnaire and its final form was compiled. Cronbach's alpha method was used to check the reliability of the questionnaire. For this purpose, first, 20 distribution questionnaires and Cronbach's alpha were calculated by SPSS software. The reliability coefficient in this research is 0/77. In this research, the obtained information was analyzed using inferential statistics method and Pearson correlation statistical technique was used in SPSS software. To check the normality of the distribution of dependent variables, the Kolmogorov-Smirnov test was used in SPSS software, as a result of which the claim of normality of all dependent variables was accepted. The statistical population of the present study was considered to be 110 customers of Saderat Bank, and based on Cochran's formula, 90 people were selected as a statistical sample. Model variables include expectations, perceived quality of products, perceived quality of services, perceived value, customer satisfaction CSI, complaints and loyalty. The results show that the presented model has an acceptable fit (0/652). Also, there is an acceptable correlation (more than 0/5) between the variables.
Keywords
Customer satisfaction
Perceived quality
Economic development
Banking industry
Structural equation modeling
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Industrial Innovations
Volume 1, Issue 3 - Serial Number 3
Summer 2023
Pages 217-236

  • Receive Date 26 August 2023
  • Revise Date 31 October 2023
  • Accept Date 22 November 2023