Surveying the Customer Satisfaction of JavananKhayyer Fund with using of multi-component analysis

Abstract

The population of this study is Customers of JavananKhayyer Fund in East Azerbaijan province. Data has collected from customers of JavananKhayyer Fund by through simple random sampling. To data gathering we used a questionnaire according to Likert Spectrum with study of variables. The study variables are personnel (friendship, cooperation, and skill), Productions
(diversity, conditions, cost), Services (technology, in the waiting queue, inform, Administrative Process), Access (geographic dispersion, abundance branches) and image (name and reputation, loyalty). Questionnaires reliability was estimated by calculating Cronbach’s Alpha via SPSS software that is 0.86.In order to analyze the data resulted from collected questionnaires deductive and descriptive statistical methods are used, and to display some statistical data we used column diagram and in deductive level to test the questions of the research we used Ordinal regression method and multi-component analysis. The analysis has performed with SPSS.Findings shows that there is a high level of satisfaction in JavananehKhayyer Fund and customer satisfaction average level is 73.4%. Services component 65 %, Image component 70 %, personnel and Access components 60 % and Productions component 87 % have estimated.