Identification and Ranking of Most Important Factors Influencing Customer Statisifaction Using Multi- Criteria Decision Methods (Case Study: Bank Maskan)

Customers are the Crucial factor for every organizational Survival and growth, whereby organizations for their long-term survival as well as growth, have to Satisfy and acquire their Customer's loyality. Research findings claim that firm's profit significantly arise whenever there are longer-lasting, loyal Customers. This research, however, is an effort to, firstly recognize the influential factors on Customers ' loyality in the bank of maskan, according to their customers ideas and attitudes, and then determine the extent of importance of each factors on Customers loyality, on the bases of multi-criteria decision-making method (TOPSIS, AHP) and making a Comparison between those factors. It is apparent that the managers of the Bank, by consideration of those influential factors can provide a better strategy as well as better allocation of resources among the factors, with regard to their degree of importance. Findings of this research is useful for all Similar organizations.