Exploratory Study on Causes of Valuable Costumer's Turnover in Iran's Private Banking Industry (case Study: Physician Specialists' Society)

The purpose of the present research is to discuss the causes of valuable costumer's turnover in Iran's private banking industry regarding Physician specialists. It is worth mentioning that the population of this research includes 62 active physician specialists in Tehran. Also for the purpose of data collection, two series of open and close ended questionnaires were used and research methodology is also a combination of VIKOR, ANP and DEMATEL methods which are considered as multi-criteria decision making methods. At the end, interesting results were yielded regarding the causes of Physician specialists' turnover from banking services of a significant branch or bank which can be useful in bank's macro and micro planning in the context of marketing, absorption and maintaining this special class. This research has adopted a survey-exploratory approach and is also undertaken with an applicable purpose. © 2015 AESS Publications. All Rights Reserved.