Investigating factors affecting consumers’ satisfaction of their financial service provider:Application on Egypt Post

Abstract

Purpose: This research aims to measure the factors affecting consumer’s satisfaction with financial service’s provider. The area of application is Egypt post office. Methodology: Researchers used secondary data for collecting more information on the research topic (Articles and journals) and primary data for the reason of measuring the relationship between the variables by assessing the results of the conducted Arabic questionnaire that was distributed to 108 participants of (66 Males and 42 Females) and it was analyzed by using the IBM’s Statistical Package for Social Sciences (SPSS). Findings: The researchers found that there is a positive relationship between Availability of ATMs, availability of Branches, Customer service quality, Mobile\Internet banking and Customer Satisfaction. Implications: This research recommend Egypt post department to improve the hotline of customer service quality and increasing the employees and they have to be more trained, the location of branches must be opened in vital places such as Malls. The ATMs must be in vital places, and Egypt post should aware customers about the mobile banking.