Arth prabandh: A Journal of Economics and Management

Glancing casually at background of production and service organizations, the importance and place of customer satisfaction, as the main condition for survival and durability of organization, will be clear and obvious. In spite of extensive researches that have performed in the Banking industry, the current research attempts to investigate and determine the most important effective elements on customer satisfaction concentrating on Bank services section in figure of a case study in Meli Bank's branches in Arak. This research is an applied research in terms of purpose and in terms of content is a descriptive-surveyor search in which by considering accomplished studies on research background and also extensive library studies by the researcher and also studying valid articles in this field, 5 variables were specified as independent research variables including: 1-the personality behavioral characteristics of staff 2-physical and wellbeing facilities of Bank 3-security and confidence of customer when deposit 4-customers’ accessibility to Bank services 5-geographical position of bank and customer satisfaction is the only dependent variable in this research. The researcher took action to test research's hypotheses by using the Pearson correlation test after recognizing the effective elements on customer's satisfaction. The statistical universe of this research includes customers of Meli Bank in Arak that they have a count in this Bank and use the services of it.