%0 Journal Article
%T Prioritization of Effective factors on customers' satisfaction in the sector of banking services (Case Study: Refah bank of Zanjan Province)
%A Davood Gharakhani
%A Shahram Madanshekaf
%J ARPN Journal of Systems and Software
%D 2012
%I ARPN Publishers
%X The main purpose of this study is to identify and Prioritization the most important factors that influence customer satisfaction using fuzzy Analytical Hierarchy Process (FAHP). In this study  first the Effective factors on customer satisfaction were recognized by library studies and interviewing customers, then Hierarchical decision tree was designed. The questionnaire which consists of fuzzy decision matrix was then distributed among customers. Then in order to ranking the criteria, gathered information were analyzed through fuzzy Analytical Hierarchy Process. The results show that Fast service  Range of offered services  Bank location  Privacy for in branch transactions is respectively the most important factors that influence customer satisfaction.
%K customer satisfaction
%K Prioritization
%K fuzzy Analytical Hierarchy Process
%K banking services
%U http://scientific-journals.org/journalofsystemsandsoftware/archive/vol2no4/vol2no4_1.pdf