Designing a Model for Measuring Customer Satisfaction in Development Banking: The Case Study of Bank of Industry & Mine

The purpose of this article is to present a model for customer satisfaction in the development banking sector. In the design of the customer satisfaction model, an attempt has been made to consider the characteristics of the development banks. Thus, three dimensions of quality of service, characteristics of the service, and access to service have been considered as the main dimensions of the model. Using factor analysis we have identified the main factor contributing to the service characteristics that explained 60% of the variance of the data. Similarly, applying factor analysis to access to service processes we identified three factors that together explained 78.5 percent of the variance in the data, thus, providing statistical significance to our proposed model for measuring of customer satisfaction.