aMaster Student of
bAssociate Professor of Business Management,
Services industry, today has gained importance in the national economy. One of the main businesses in the service industry is banking. The aim of this study is to examine the impact of service characteristics on employees’ job satisfaction and customer satisfaction in the Housing Bank of Iran. The research method, in term of objectives and nature, is practical and descriptive, respectively. The population of the research are the staff at the Housing Bank of Ahwaz among them, 400 people were selected as sample society. A questionnaire was used to collect data, and for the data analysis, structural equation modeling techniques and Lisrel software were used. The results showed that physical characteristics and interactive services have a positive effect on customer satisfaction. The results also revealed that employee satisfaction has a positive effect on customer satisfaction.
Interaction characteristics, Physical characteristics, Satisfaction, Job satisfaction
