Özet:

It is important that the financial client is responsible for the institutions and persons against whom he is responsible to perform his tasks in a correct and neutral manner. In this scope, many studies have been conducted in domestic and foreign literature on how financial clients are perceived by different variables by different layers of society. However, the company’s managers and employees have not done any work on this. The aim of the study is to measure the perception of the financial customer satisfaction of the managers and employees from the stakeholders of the company and to identify the factors that influence this concept. The research universe was formed by managers and employees aged 18 to 65 who live within the boundaries of the Erzurum Metropolitan Municipality and work in 15. The data used in the research was obtained and developed on the basis of the survey method and was subject to the validity and reliability test. In this scope; the Cronbach Alpha ratio (α) and KMO values are calculated as 0.908 and 0.87. In addition, a sequential logistics regression model has been used to determine the factors that influence the formation of the financial customer satisfaction perception of business managers and employees. In the end of the study, the factors influenced in the formation of financial customer satisfaction are the level of education in terms of business managers, public lighting, lack of control, book tum processing, customer interest, independent, up-to-date legislation, the need for education in terms of legislation changes and business employees, educated institutions, creative profession, professional commitment, social value, professional rules, professional trick contractor, legal emptiness interest, lack of control, up-to-date legislation changes.