@article { author = {Baradaran Kazemzadeh, R. and Bashiri, M.}, title = {Determination of Critical Factors Influencing Customer Satisfaction: A Case Study on a Financial Institute}, journal = {Commercial Strategies}, volume = {3}, number = {1}, pages = {71-78}, year = {2020}, publisher = {دانشگاه شاهد}, issn = {2345-220X}, eissn = {2345-4768}, doi = {}, abstract = { Customer and Customer satisfaction is one of the key factors for organization survival and competitiveness. In this regard, managers should be aware of the key parameters to increase customer satisfaction in their organizations.This paper consists of a literature review of customer satisfaction and develops a quantitative method for determination of critical factors for customer satisfaction.The developed method has been used and tested in an Iranian financial institute. Based on the literature review, a questionnaire has been developed and filled out by a randomly selected sample of customers, and another questionnaire has been developed and filled out by managers at different levels. Collected data are analyzed using SPSS and the results are discussed and reported.This paper also takes an approach to identify critical factors in customer satisfaction with a quantitative criteria ( ) of customer satisfaction based on their opinion about each factor status ( ) and its preference ( ). Such approach has been taken in all branches of mentioned institute and the results of customers' satisfaction and also critical factors have been analyzed. By proposed approach, the manager of the organization can make proper decisions according the results of critical factors in Customer satisfaction or rank them for planning to improve each factor and finally it can lead to higher customer satisfaction.}, keywords = {Customer satisfaction,Financial Institute,Quantitative method,Critical Factor}, title_fa = {تعیین پارامترهای بحرانی در افزایش رضایتمندی مشتریان: مطالعه موردی در فعالیت بانکی}, abstract_fa = {مشتری و جلب رضایتمندی او از موضوعات کلیدی است که در دنیای رقابتی حاضر می‌تواند موجبات ترقی یک مجموعه را فراهم آورد. در این راستا توجه به این‌که‌‌ چه مواردی می‌تواند در افزایش رضایتمندی مشتریان به‌صورت دقیق‌تر و کامل‌تر مؤثر باشد، ضروری و حائز اهمیت است. مقاله حاضر با در نظر گرفتن پارامترهای مؤثر بر رضایتمندی مشتریان و میزان اهمیت هر یک از آن‌ها، روشی را ارائه می‌دهد که بتوان پارامترهای بحرانی را استخراج کرد. روش پیشنهاد شده در یک مجموعه مالی و اعتباری اجرا گردیده و مورد بررسی واقع شده است.}, keywords_fa = {رضایت مشتری,پارامترهای بحرانی,اندازه‌گیری‌,مؤسسه مالی و اعتباری}, url = {https://cs.shahed.ac.ir/article_1939.html}, eprint = {https://cs.shahed.ac.ir/article_1939_7fde5acadbb538481cf25198d2425af7.pdf} }