The Role of New Banking Services on Client's Satisfaction and Efficiency Improvement (with Emphasis on Staff Expenses and Processing Time).

In this paper, we have studied the role of new banking services in client absorption and efficiency improvement with an emphasis on staff and time savings in Sepah Bank branches in the city of Mashhad. Two populations including the bank managers and clients of the same branches offering modern services (Electronic Banking) were selected from which samples of 39 and 416 were drawn respectively. Data was collected through designed questionnaires. To support the result of the data analysis, efficiency of Automatic Teller Machines, on the basis of processing time of certain service to individual costumer, was compared with the amount of time spent by bank personnel. In order to analyze the research data, Danken test, ratio test and contingency tables as well as chi square test were used. The result of the study showed that new banking services have increased costumer satisfaction, but have not contributed to the efficiency of the bank branches under study.