Relative importance of Service Encounter Quality dimensions and customer SatisfactioninMeshkin City’s MellatBanks

In this correlation research, data has collected from 150customers of MeshkinShahr’sMellat banks by two questionnaires with study of variables. Service Encounter Quality a questionnaire has 17 items and customer Satisfaction has 4 items. All the reliability and validity of measures has examined. Questionnaires reliability was estimated by calculating Cronbach’s Alpha via SPSS software that is shown in the table 2.We used Relative Importance method and Pearson Correlation to analyze the research hypothesis.The results show that four dimensions of Service Encounter Quality explained 15.5 present of Customer Satisfaction users changes. Employees Friendliness and Competence dimension have the highest priority and the Employees Civility dimension has the lowest priority. Professionalism dimension have 2.9 present, Civility dimension have 1.6 present, Friendliness dimension have 5.5 present, Competence dimension have 5.5 present relative weights.The findings of research show that there is a relationship between Service Encounter Quality dimensions and Customer Satisfaction. And, also these dimensions have the most relative weight influence on Customer Satisfaction in comparison other Service Encounter Quality dimensions.