Prioritization of Effective factors on customers' satisfaction in the sector of banking services (Case Study: Refah bank of Zanjan Province)

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.