Banking Customers' Needs Service Required by Using Functional Performance Techniques

The present research is a descriptive and descriptive method for collecting data, which is a survey carried out at some point in time. The statistical population of the study is small and medium sized businesses in the cities of Tehran and Mashhad. Based on this, using the bank's information and statistics, and the use of the classification by the bank of businesses, 133 businesses a sampled and selected by available sampling. The data collection tool is a questionnaire. Reliability of the questionnaire is verified using Cronbach's alpha and its validity with content validity and structural validity (confirmatory factor analysis). Also, the KMO and Bartlet index are used for the adequacy of the sample. For statistical analyzes, ANOVA and ANOVA tests are used. Among the services available, there is a reduction in bureaucracy to receive facilities, fair prices, working capital facilities, and increased repayment times. What is prioritized in the face-to-face service is the speed and security after which, such as speed of work, less paperwork, quick service and quick response, are a top priority for customers.