A Survey of the Relationship between Employees’ coping skills with Customer Satisfaction in Branches of SEPAH Bank in Kerman city

This study has been done to research about the connection between coping skills of employees of the Sepah bank of a Kerman and the satisfaction of its customers by applying the combination of management and psychology. Coping skills applied in the study are driven from coping skills theory of Lazarus and Folkman. This study includes two sides: problem- center and excitability- center.

The Sepah bank of Kerman employees in 29 branches of this bank were asked to complete the Lazarus and Folkman questionnaires; and customer’s satisfaction was examined by the questionnaires services quality scale which were scattered among 384 people of different branches of this bank. And then our data were analyzed by applying Spss20 Software and Pearson test.

Our data show that there’s no connection between coping skills and customer’s satisfaction.

Our findings indicate that respondents weren’t able to manage the stressful situations.