Defining Dimensions of Knowledge and Its Relation with Customer Satisfaction for Financial Institutions (Case Study: Tehran)

Abstract

Today, financial institutions as financial intermediaries use methods and appropriate mechanisms to facilitate and accelerate international trade, reduce risks in transaction, and reduce abuses. In this regard, the quality of services provided by these institutions and their customers' satisfaction is very important. The aim of this study was to determine the factors affecting the quality of services and its relationship to customer satisfaction in financial institutions in Tehran. The study sample included all clients of financial institutions in Tehran. Sample size was determined based on Morgan table to be 73. For data collection, a questionnaire was used, therefore, a questionnaire with 30 items on 5-point Likert scale was administered. This research was fundamental in terms of objective of and used regression analysis model and was descriptive and used Spss software. For data analysis in situ path analysis technique was used. Furthermore, to ensure greater knowledge of relationships with customer satisfaction Pearson’s test was also used. The results showed that there was a significant relationship between knowledge and skill and customer satisfaction, also innovation and trust had no significant relationship with the customer satisfaction.

DOI: 10.5901/mjss.2016.v7n4S2p32