ACCOUNTABILITY ROLE IN CUSTOMER LOYALTY: EVIDENCE FROM REFAH BANK

Abstract

This study is the descriptive research applied method. The main purpose of this study was examining the role of accountability on customer loyalty in refah banks of Golestan province. The populations are all bank customers of Refah bank in Golestan Province that were selected 385 person as sample and Morgan table was used to determine sample size. Random sampling was selected to choose simples. Data is collected by questionnaire. To analysis of hypotheses we used Regression test. Findings show that aspects of political, ethical, functional, structural, financial and legal arrangements to address the impact of customer loyalty and predicting variables obtained the first six ranks respectively. The cultural dimensions of information had not a significant role to meet anticipated customer loyalty.