Designing a Model with the Dimensions of Effective factors and Quality Results of the Bank's Relationship with Corporate Customers

Subject Areas : Journal of Iranian Social Development Studies

Hamidreza  Ne'mati ¹ (PhD Student in Marketing Management, Department of Business, School of Management, Central Tehran Branch, Islamic Azad University, Tehran, Iran)
Karim  Hamdi ² (Member of the Faculty of Commerce, Faculty of Management, Science and Research Branch, Islamic Azad University, Tehran, Iran)
Seyed Abbas  Heydari ³ (Member of the Faculty of Commerce, School of Management, Central Tehran Branch, Islamic Azad University, Tehran, Iran)
Mohammad Hassan  Behzadi ⁴ (Faculty member of the Department of Statistics, Faculty of Mathematics and Statistics, Science and Research Branch of Islamic Azad University, Tehran, Iran)

Received: 2021-02-21 Accepted : 2021-02-21 Published : 2021-02-19

Keywords: bank relationship with corpora, corporate customers, Bank service quality,

Abstract :

The main issue of the present study is "designing a model with the dimensions of effective factors and quality results of the bank's relationship with corporate customers". The researcher is trying to answer the question of how banks can establish long-term and stable relationships with their corporate customers. And what are the most important factors and results of creating such relationships? The research is applied-developmental in terms of purpose and mixed (quantitative and qualitative) in terms of method. Both library and field methods were used to collect the required data. Data collection tools are also: review of documents, interviews and questionnaires. The statistical population of Bank Mellat's customers' research was at the level of Tehran province branches, which formed 1,200 company holdings. Using Cochran's formula, 291 senior managers (CEO, Chief Financial Officer, Administrative Vice President, Procurement Deputy and Chief Accountant) Bank Mellat's customers in the branches of Tehran province as a sample size, participated in this study. The collected data were analyzed by descriptive and inferential methods through SPSS 16 and Smart PLS software. In this research, data were analyzed to describe the data from descriptive statistics, and in inferential analysis by factor analysis. According to the confirmation of the questions by the experts, the content validity of the questionnaire was confirmed and also the calculated Cronbach's alpha coefficient of the whole questionnaire was 98%, which indicates the desired reliability. Finally, employee behavior, competence and skills of employees, innovation in banking services, profits and facilities, and finally how to respond and provide banking services; Under the title of components and dimensions, "model with dimensions of effective factors and quality results of the bank's relationship with corporate customers" was accepted.

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