The Relationship Between Employees' Readiness to Provide Service and Customer’s Satisfaction in Pasargad Bank

Abstract

This study examined the relationship between employee’s readiness to provide service and customer satisfaction in Pasargad Bank was declared in 2014. A population of 137 customers of Bank Pasargad was considered who opened an account in 2014; the sample size was determined by the Cochran formula and 95 respondents were collected by random sampling approach. A self-administrated questionnaire was used to collect data based on the existing literature to measure customer satisfaction and employee was prepared and the questions were designed according to existing components. The instrument reliability was confirmed by Cronbach's alpha. Similarly, content validity of instrument was also confirmed by relevant experts. Data analysis has been conducted by SPSS software using both descriptive and inferential tests including KS (Kolmogorov-Smirnov) and Pearson correlation test. The results indicated a significant correlation among all employee readiness (with dimensions of scientific, physical and psychological) to provide services and customer satisfaction in Pasargad Bank.
Key words: Employee readiness; Customer satisfaction; Banking industry; Correlation test