Creation of new competitive situation in Iran banking industry due to emerging private banks, financial and credit institutions and operation of different Qarz-Al–Hasaneh Funds necessitates double attention to desires, needs and expectations of clients and providing services in accordance with (or beyond) the custumer’s expectations. So to achieve their gools, banks need to attract the client’ trust and reliance.

This is possible through applying customer – oriented stretegies, based on considering the customers’ needs….Therefore, they have to consider the factors affecting the customers’ satisfaction and by regarding economic, social and cultural changes and their clients’ needs, direct their continuous efforts to maintain the existing customers and attract new ones.

The present study is organized in 5 chapters.

First chapter is devoted to research outline.

Chapter 2 is prepared in three sections: services and service marketing, customer satisfaction and acquaintance with Bank Mellat. In this chapter customer satisfaction of bank (Tehran branches) is examined from humanistic, physical and environmental, and technical and technological points of view.In third chapter the research methodology is compiled and in chapter 4 throngh different statistical tests, the significance relevance of humanistic, physical and environmental, technical and technological factors with mellat banks customer satisfaction is examined.The results indicate the existence of significance relevance between the above factors and customers..Also the priority and arrangement of the mentioned factors in customer satisfaction is as follow: technical and technological; humanistic, and physical and environmental conditions.In addition,the seven rlocalities of the bank and the central independent branch in tehran is examined from the three mentioned factors perspective and the central independent branch is evaluated as the best branch  in Tehran. Finally, chapter 5 presents the final conclusions and recommendations.

service marketing, customer satisfaction, customer – orientted, Bank Mellat.