An Investigation on the Factors Affecting Customer Satisfaction in State-Run Organizations

The paper is the result of a survey on the impact of staff behavior on customer satisfaction in state-run organizations which studies four behavioral variables among the staff: politeness and etiquette; speed of providing services; exactness in work; and positive willingness to do their job. The research studies middle and lower levels of behavior and reaction of the staff and organizations according to James and Mono Fitzsimmons model and the American Customer Satisfaction Index. Data has been collected and analyzed through mental measurement and context finding methods on a population of 8,352 customer of 51 state-run organizations in Kermanshah Province. The findings show that there are differences between performance and expectations among the four variables studied here. The most difference was seen for “speed of providing services” variable with the least difference observed for “politeness and etiquette” variable. On the other hand, statistical tests confirm the relationship between staff behavior, as an independent variable, and customer satisfaction, as a dependent variable. Correlation between these two variables has been 87.2 percent. Therefore, it is certain that changing behavior of the staff will have a great effect on customer satisfaction.