aFaculty of Management, Tehran Central Branch, Islamic Azad University, Tehran, Iran
bDepartment of Management, Qeshm International Branch, Islamic Azad University, Qeshm, Iran
Online published on 16 December, 2014.
Service quality has been found to be a multidimensional construct that is composed of two sets of attributes: structure and process. Customers make inferences about the service quality on the basis of tangibles and intangibles natures of the services that surround the service environment. So, the objective of this study is to investigate the impact of interactive features and physical features of the study on customer satisfaction in bank industry of Iran. To do so, a sample of 263 bank customers was selected and had filled the questionnaires. Data were collected with questionnaire instruments. Model was developed and tested with structural equation model (SEM) using Smart PLS software to analyze. The results show that both interactive features and physical features have positive impact on customer satisfaction, also findings showed that customer satisfaction either have positive impact on word of mouth communication among bank customers.
Service features, interactive features, physical features, customer satisfaction, word of mouth
