The effects of demographic factors on customer satisfaction from ATM (Case Study: mellat Bank in Mazandaran state)

Year 2015, Volume: 36 Issue: 3, 2049 - 2056, 13.05.2015

Mahzad Mırzagolı , Erfan Memarıan

Abstract

Abstract. This study aimed to identify the demographic factors on customer satisfaction of mellat Bank ATM in mazandaran province using Logit, logistic and regression method. This research is a type of applied research and research methodology is described as descriptive, explanatory and survey research. the 8- demographic variables ( age, sex, education, status, employment status, marital status, occupation, type of account ) was used in the model. Assumptions related to gender, marital status, residence, employment status, education, type of bank account for verified. then significant study of regression using the LR statistic significant level 5℅ in final model investigated. The results show that the greatest impact on customer satisfaction and is the type of account and employment status. Residence status, occupation, gender, education and marital status have the greatest impact on customer satisfaction respectively. 

Keywords

customer, ATM, demographic factors, logit model

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