The Study of Ease of Received Services in the Banking Industry: Causes and Its Consequences Using the Servcon Scale (Ansar Bank Case Study)
|
|
- Darcy Mathews
- 6 years ago
- Views:
Transcription
1 International Journal of Basic Sciences & Applied Research. Vol., 3 (SP), 89-94, 2014 Available online at ISSN The Study of Ease of Received Services in the Banking Industry: Causes and Its Consequences Using the Servcon Scale (Ansar Bank Case Study) Heidar Moghni 1*, Mohammad Reza Mohseni Azghandi 2, Mohammad Haghighi 3 1 M.A in Business-Marketing Management, Department of Management and Social Science, College of Management, Tehran North Branch, Islamic Azad University, Tehran, Iran 2 Assistant Professor of Management, Department of Management and Social Science, College of Management, Tehran North Branch, Islamic Azad University, Tehran, Iran 3 Associated Professor of Management, Department of Management, College of Marketing, Tehran University, Tehran, Iran * Corresponding Author H.Moghni@gmail.com Abstract The purpose of this study is the ease of service in the banking industry and its consequences. Applied research methods and descriptive - survey, Ansar Bank survey all clients are using the formula sample, 385 subjects were studied as examples. SERVCON been standardized questionnaire, the construct validity of the questionnaire using confirmatory factor analysis software Lisrel, and reliability using Cronbach's alpha coefficient for the 0.90 was approved. Data analysis using the spss statistical software and Pearson correlation test was performed. Research studies indicate that while there is a significant relationship between consumer behavior and ease of service Ansar Bank, the correlation between these two variables is positive and high correlation with severity; this means that, whatever is easier for most services, consumer behavior has also been observed correlation coefficient greater than loyalty to bank services Ansar. Keywords: Ease of service, satisfaction, and behavioral tendencies scales SERVCON, Ansar Bank. Introduction The organization's main priority is to attract potential customers and retain existing customers. Organizations, both for-profit and nonprofit companies and organizations that is able to survive in the current competitive and achieve profitability goals, require that goods or services have been welcomed by customers and high-quality products, loyal to his cause, which is essential to the survival of any business. The quality and ease of service can be a major factor in a business to create competitive advantage over other competitors. Comfort, convenience and customer service to existing and potential customers referring to affect and the lack of such services is causing the loss of customers (Esmaeeli Nia, 2013). In today's world, the service sector plays a key role in the national economy; so that more than seventy-five percent of the GDP of developed countries and the level of services are continuously increasing (Rosta & Madani, 2010). Due to the complex nature of its characteristics (ie, being intangible, being perishable, high customer involvement, simultaneity of production and consumption, heterogeneity) (Arasli et al., 2005) with intensifying competitive environment and increasing the share of the service sector, has increased the need for better quality of service; because Quality of service is a critical factor in the performance of work and the long-term viability (Wang et al., 2003). Banking system in the market economy, a key component of any country's economy and is very heavy responsibility, this is no exception. Banks today to compete in today's turbulent environment, you have to pay special attention to the quality of their services (Hosseini & Ghaderi, 2010), so that the improvement of service quality increases customer satisfaction. Customer satisfaction leads to behavioral outcomes such as commitment, desire to remain (customer retention), two-way link between the service provider and the client, the client's increased tolerance to failures in service and positive word of mouth publicity about the bank (Arasli, Katircioglu & Smadi, 2005). Conversely, dissatisfied customers will reduce the bank's market share; for bank customers would be given the resources to provide better quality of service (Ardekani et al., 2009). In recent years, with the establishment of private banks and increasing competition, banks to survive, increase their profitability and market share have to provide more diverse services, higher quality, tailored to the needs, interests, and customers have become easier. In fact, the quality of and access to services, the requirement of banks achieves success. On the other hand, increase customer awareness of quality and methods of access to service every type of customer service that other banks will not accept and can easily be drawn to the competitors (Anvari 98
2 et al., 2005). In such a competitive situation, the best strategy for the bank's approach to quality improvement and services in the easiest and most accessible method of service (Wang et al., 2003). Ansar Bank as one of the banks operating in the country's banking network offers a variety of services for customers and evaluates and assesses customer perception of service quality and the ease of banking services expected in line with its mission to be helpful. Therefore, to reduce costs, good profitability, customer satisfaction and survival in today's competitive environment, addressing this issue is essential. So, with this in mind, the present study intends to evaluate the ease of taking care of the Ansar Bank. In other words, Branches of the Bank to the extent of providing appropriate services to customers is not easy? In other words, the research question is whether the services they purchase process easier, to alter consumer behavior or not? Methodology The aim of the present study is based on the type of application and in terms of data collection, descriptive - correlational. The research population, all branches of Bank Ansar is a cluster sampling method, a number in different areas of Tehran were selected for sampling "available", and some were selected. The needed data to analyze and test hypotheses using a survey questionnaire and Ansar Bank were collected from customers. Thus, based on the received service facility components, SERVCON standardized questionnaire that was used in study transitive, translated and according to banking services, questions were modified and then teachers and experts on these questions, and were delivered; therefore, in terms of content validity was confirmed. Study was to determine the reliability of Cronbach's alpha coefficient was used. The calculated value is equal to 90/0 shows that good and acceptable reliability. Table 3. Reliability of Servcon. Dimension Cronbach's alpha Joy of Shopping 97.0 Facilitate decisionmaking 97.0 Ease of Service Ease of Access 97.9 Ease of interest 97.. Ease of transaction 9799 Ease of buying 97.8 Involvement in product category 97.0 Consumer Behavior Satisfaction 97.9 Behavioral tendencies 9799 Total 9789 To confirm the validity of this analysis and Lisrel software was used Service Convience Figure 1. Confirmatory factor analysis of facility services receivable. According to the above analysis confirmed the construct validity of facility services received in error indicates a percent. To confirm the validity of behavioral tendencies, the coefficients of which are summarized in Figure 2. 89
3 Consumer Behavior Figure 2. Ease of confirmatory factor analysis of behavioral trends. The data collected for analysis spss software and Pearson correlation test was used. Results Question 1 - Is there a significant relationship between the enjoyment of shopping and service facilities?. Hypothesis 1: There is a significant correlation between the joy of shopping and easy access. According to the results of Table 1 is a positive correlation between the two variables enjoy shopping and ease of decision-making and direct (0.237) there is a confidence level of 99 percent (0.001) is Hypothesis 2: The relationship between pleasure and ease of making purchases there. According to the results of Table 1 is a positive correlation between the two variables enjoys shopping and ease of decision-making and direct (0.478) that in 99% Hypothesis 3: there is a relationship between shopping enjoyment and ease of transactions. According to the results of Table 1 shopping pleasure and convenience of transactions correlation between the two variables directly (0.316) that in 99% confidence level (0.001) is Hypothesis 4: there is a relationship between shopping enjoyment and ease of interests. According to the results of Table 1 shopping pleasure and convenience benefits of a positive correlation between the two variables directly (0.315) that in 99% Hypothesis 5: The relationship between pleasure and ease of purchase is covered benefit. According to the results of Table 1 shopping pleasure and convenience correlation between the two variables directly (0.358) that in 99% confidence level (0.001) is Hypothesis 6: The relationship between shopping enjoyment and convenience of the service. According to the results in Table 1 between the two variables enjoy the ease of shopping and services and direct positive correlation (0.455) that in 99% confidence level (0.001) is Table 1. Results of the Pearson correlation test question1. Ease of Access Joy of Shopping 9 / 03. Facilitate decision-making Joy of Shopping 9 / 8.9 Ease of trading Joy of Shopping 9 / 303 Ease of interest Joy of Shopping 9 / 300 Ease Trans-profit Joy of Shopping 9 / 309 Ease of service Joy of Shopping 9 / 800 The main question is whether the relationship between product category involvement in decision-making with ease and convenience benefits are there?. Hypothesis 1: there is a relationship between involvement in product category and facilitate decision. According to the results in Table 2 between the two variables involved in product category and the ease of making a direct and positive correlation (0.481) that in 99% Hypothesis 2: there is a relationship between involvement in product category and ease of interests. According to the results in Table 2 between the two variables involved in product category and the ease of direct interest and positive correlation (0.444) that in 99% 80
4 Table 2. Results of the Pearson correlation test question 2. Facilitate decision-making Involvement in product category 9 / 890 Ease of interest Involvement in product category 9 / 888 Question 3: Did the recent correlation with the number of transactions clients make decisions with ease and convenience benefits? Hypothesis 1: The number of recent transactions and facilitate decision-making, customer relationship exists.according to the results of Table 3 recent transactions between the client and ease of decision variables negatively correlated inversely (-0.101) is at 95 percent (0.067) is Hypothesis 2: The number of recent transactions and facilitating the interests of customer relations. According to the results of Table 3 recent trading range between the client and the ease of making a direct and positive correlation (0.917), which at 95 percent (0.006) is Table 3. Results of the Pearson correlation test question 3. Facilitate decision-making In recent trades Customer - 9/ / 93. Ease of interest In recent trades Customer 9 / / 993 Question 4: Does the relationship between the numbers of bank failures in service (Transaction Internet, telephone, mobile, person, etc.) with ease interest, convenience and ease of transactions there a benefit covered? Hypothesis 1: there is a significant relationship between the number of bank failures in service (Transaction Internet, telephone, mobile, person, etc.) and ease of interests. According to the results of Table 4 and convenience benefits of a relationship between two variables, there are no significant bank failures. Hypothesis 2: there is a significant relationship between the number of bank failures in service (Transaction Internet, telephone, mobile, person, etc.) and ease of transactions,according to the results of Table 4 and the ease of trading relationship between two variables, there are no significant bank failures. Hypothesis 3: The number of bank failures in service (Transaction Internet, telephone, mobile, person, etc) and meta-benefit relation is easy.according to the results of Table 4, the relationship between two variables, there is no significant advantage mistakes of banks and easy to learn. Table 4.Results of the Pearson correlation test question 4. Ease of interest The number of bank failures 9 / / 380 Ease of trading The number of bank failures 9 / / 3.0 Ease Trans-profit The number of bank failures 9 / / Question 5: Does the relationship between market competition and the ease of access and ease of decision making? Hypothesis 1: Relationship between market competition and the decision is easy. According to the results in Table 5 recent trading range between client and ease of making a direct and positive correlation (0.190) that in 99% confidence level (0.001) is Hypothesis 2: The relationship between the intensity of competition in market and are readily available. According to the results in Table 5, there is no significant relationship between the intensity of competition in the market and facilitate access between the two variables. Table 5. Results of the Pearson correlation test question 5. Facilitate decision-making Competition in market 9 / 089 Ease of access Competition in market 9 / / 089 Main question 6: Does the relationship between consumer behavior and service facilities are there?. Hypothesis 1: There is a significant relationship between attitudes and behavior easy decision. According to the results in Table 6 between two variables, behavioral tendencies and ease of making a direct and positive correlation (0.523) that in 99% confidence level (0.001) is Hypothesis 2: There is a significant relationship between attitudes and behavior to their availability. According to the results of Table 6 positive correlation between two variables, and facilitation of access to direct behavioral tendencies (0.493) that in 99% 80
5 Hypothesis 3: There is a significant relationship between attitudes and behavior ease interests. According to the results of Table 6 is a positive correlation between the two variables of interest directly and facilitating behavioral tendencies (0.410) that in 99% Hypothesis 4: There is a significant relationship between behavior tendency and ease of transactions. According to the results of Table 6 and ease of transactions correlation between two variables, direct behavioral tendencies (0.475) that in 99% confidence level (0.001) is significant H5: There is a significant relationship between attitudes and behavior easily covered benefit. According to the results of Table 6 and ease correlation between two variables, direct behavioral tendencies (0.512) that in 99% confidence level (0.001) are H6: There is a significant relationship between satisfaction and ease of decision-making. According to the results of Table 6 and ease of decision-making satisfaction and positive correlation between the two variables directly (0.476) that in 99% confidence level (0.001) is significant Hypothesis 7: There is a significant relationship between satisfaction and ease of access. According to the results of Table 6 and the direct correlation between the two variables, satisfaction and ease of access (0.429) that in 99% confidence level (0.001) is Hypothesis 8: There is a significant relationship between satisfaction and convenience benefits. According to the results of Table 6 and the direct correlation between the two variables, satisfaction and convenience benefits (0.474) that in 99% confidence level (0.001) is Hypothesis 9: There is a significant relationship between satisfaction and ease of transactions. According to the results of Table 6 and the direct correlation between the two variables, satisfaction and ease of transactions (0.408) that in 99% confidence level (0.001). is significant Hypothesis 10: There is a significant relationship between satisfaction and ease. According to the results of Table 6 and the direct correlation between the two variables, satisfaction and ease (0.414) that in 99% The table shows the results of changing consumer behavior and facility services have a direct and positive relationship (0.696), the 99% Table 6. Results of the Pearson correlation test question 6. Facilitate decision-making Behavioral tendencies 9 / 003 Ease of access Behavioral tendencies 9 / 883 Ease of interest Behavioral tendencies 9 / 809 Ease of trading Behavioral tendencies 9 / 8.0 Ease Trans-profit Behavioral tendencies 9 / 000 Facilitate decision-making Satisfaction 9 / 8.3 Ease of access Satisfaction 9 / 808 Ease of interest Satisfaction 9 / 8.8 Ease of trading Satisfaction 9 / 899 Ease Trans-profit Satisfaction 9 / 808 Consumer Behavior Ease of service 9 / 383 Conclusion Survey results show that with the exception of sub-hypotheses 1 and 2 of the fourth question And Hypothesis 2 of fifth original question, other hypotheses have been approved, and the variables have a significant relationship with both. According to this summary, the results of the study are as follows. Question 1: According to the research results, we can say the ease of service and significant direct effect on Ansar Bank s customers enjoys shopping and banking services. Question 2: Convenience benefits and ease of making has a significant direct effect on Ansar Bank's involvement in the product category. Question 3: ease of decision-making and facilitate direct and significant interest due on the last trading Ansar Bank's customers. Question 4: The number of bank failures in providing significant effect on the interests of simplicity, ease of transactions and facilitate cross-ansar has a stake in the bank. Question 5: The intensity of competition in the market has a direct and positive effect on the ease of making banking services for customers in the Ansar, but will not display a significant impact on the ease of access. Question 6: Ease reception services and has a direct positive effect on the behavior of consumers and customers in the banking services of Bank of the Ansar. 83
6 Based on the results obtained, the following suggestions are offered based on research findings: It is recommended to provide services to customers in the form of in-person, online, mobile banking etc. are easily accessible and provide better facilities and conditions Which include the availability of parking, geographic locations and subsidiaries, working hours etc. Recommended Ansar Bank to provide banking services to suit the needs and tastes of customers Customers are required to ensure that services are fully comprehensive and Ansar Bank carried out. It is recommended to provide an easy decision areas such as customer service in a variety of customer service requirements, the availability of information on any service and also allows the service to receive notice of, and provide access to a variety of tips and advice on any type of service, unable to create greater customer loyalty in the bank to do more transactions which results in profitability and revenue banks will be effective. References Anvari Rostami AM, Torabi G, Mohammadlou A, Comparative study of the quality of banking services from the perspective customers and employees. Journal of Humanities Tutor. 9: Arasli H, Katircioglu ST, Smadi SM, A Comparison of Service Quality in the Banking Industry: Some Evidence from Turkishand Greek- speaking Areas in Cyprus. International Journal of Bank Marketing. 23: Esmaeili Nia P, Investigate the relationship between ease of greater service retail store chain with consumer purchasing behavior using a scale Servcon. A case study in citizen welfare, and Hyper Star. MA Thesis, University campus Alborz. Rosta P, Madani Ahmed F, The effect of service quality and customer decisions on equity. Business prospects. 34: Syda Ardekani SM, Mir Fakhr Aldini ZS, To evaluate and determine priorities and strategies for improving the quality of banking services using the Gap Analysis. Business Management. 1(3): Wang Y, Lo H, Hui YV, The Antecedents of Service Quality and Product Quality and their Influences on Bank Reputation: Evidence from Banking Industry in China. Managing Service Quality. 13(1):
Effect of Website Features on Online Relationship Marketing in Digikala Online Store (Provider of Digital Products and Home Appliances)
Effect of Website Features on Online Relationship Marketing in Digikala Online Store (Provider of Digital Products and Home Appliances) Mohammad Larti M.A. Student Business Management, International Business
More informationKeywords: Relationship Marketing, Relationship Quality, Service Quality, Loyalty, Trust
www.arabianjbmr.com IMPACT OF RELATIONSHIP QUALITY WITH CUSTOMER (RELATIONSHIP MARKETING) ON CUSTOMER LOYALTY IN CUSTOMER- ORIENTED STRATEGY (CASE STUDY AGRICULTURE BANK CUSTOMERS-TEHRAN-IRAN) Nasrin Tahmasbizadeh
More informationHelix Vol. 8:
DOI 10.29042/2017-1263-1268 Studying the impact of electronic service quality on customer satisfaction in the banking industry (Case Study: Bank Refah Kargaran, Khuzestan) Abolfazl khouraki 1, Leila andervazh
More informationJ. Basic. Appl. Sci. Res., 2(7) , , TextRoad Publication
J. Basic. Appl. Sci. Res., (7)6845-6849, 01 01, TextRoad Publication ISSN 090-4304 Journal of Basic and Applied Scientific Research www.textroad.com Efficiency of Electronic Banking Services and Evaluation
More informationThe Relationship between Service Quality and Customer Satisfaction (Case study: Saderat Banks in Rasht)
The Relationship between Service Quality and Customer Satisfaction (Case study: Saderat Banks in Rasht) Fatemeh Bozorgi Gerdevishe 1, Fariba Salamat 2, Hanieh Mokhtari Chirani 3, Parisa Rahmatifar 4, Shahrzad
More informationTo Study the Impact of Word of Mouth Communication to the Purchase of Home Appliance Products in North Tehran
To Study the Impact of Word of Mouth Communication to the Purchase of Home Appliance Products in North Tehran Alireza Valojerdi Department of Management, Ayatollah Amoli Branch, Islamic Azad University,
More informationThe Assessment of the Impact of Related Marketing Tactics on the Customers' Loyalty (Case Study: Mellat Bank, City of Rasht)
Technical Journal of Engineering and Applied Sciences Available online at www.tjeas.com 2013 TJEAS Journal-2013-3-24/3590-3594 ISSN 2051-0853 2013 TJEAS The Assessment of the Impact of Related Marketing
More informationInternational Journal of Science and Research (IJSR) ISSN (Online): Index Copernicus Value (2013): 6.14 Impact Factor (2014): 5.
The Investigation of Effect of Customer Orientation and Staff Service-Oriented on Quality of Service, Customer Satisfaction and Loyalty in Hyperstar Stores Nazanin Jarideh MSc Student of Business Management,
More informationResearch Journal of Recent Sciences E-ISSN Vol. 5(4), 34-38, April (2016)
Research Journal of Recent Sciences E-ISSN 2277-2502 Vol. 5(4), 34-38, April (206) Investigating the effect of Corporate Social responsibility, Perceived service quality, and Successful relationship with
More informationIJBPAS, October, 2015, 4(10), Special Issue: ISSN:
: 769-778 ISSN: 2277 4998 INVESTIGATING THE CORRELATION BETWEEN THE QUALITY OF SERVECE AND CUSTOMER LOYALTY IN LIBRARIES OF MAZANDARAN UNIVERSITY OF MEDICAL SCIENCES BASED ON SERVPERF MODEL ASIEH YOUSEFI
More information2. LITERATURE REVIEW. Total quality management dimensions in nongovernmental sectors come in table (1) according to quality experts as follow:
Service Quality Measurement in the Public Sector (Ilam Province Post Office Case Studies) 1 Fariba Azizzadeh, 2 Karam Khalili, 3 Iraj Soltani 1 Department of Management Esfahan, Science and Research Branch,
More informationCheck of experiential marketing effect on loyalty buyers than company's brand (Case Study Milk and dairy Company Bistoon, in the city of Kermanshah)
Check of experiential effect on loyalty buyers than company's brand (Case Study Milk and dairy Company Bistoon, in the city of Kermanshah) Sadegh Azadi Department of Management. Payame Noor University,
More informationINSUFFICIENCY TO PROVIDE SERVICES AND ITS IMPACT ON CUSTOMER BEHAVIOUR
INSUFFICIENCY TO PROVIDE SERVICES AND ITS IMPACT ON CUSTOMER BEHAVIOUR *Hamid Asadi and Abolfazl Moghaddam Department of Management, Zanjan Branch, Islamic Azad University, Iran, Iran *Author for Correspondence
More informationFactors Influencing Satisfaction and Loyalty of Dana Insurance Customers (Case Study-Complementary Health Insurance)
International Journal of Basic Sciences & Applied Research. Vol., 3 (SP), 3-37, 014 Available online at http://www.isicenter.org ISSN 147-3749 014 Factors Influencing Satisfaction and Loyalty of Dana Insurance
More informationManagement Science Letters
Management Science Letters 3 (2013) 1315 1322 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl An exploration study on factors influencing Iranian
More informationEFFECTIVE ADVERTISING FACTORS IN PURCHASING OF THE SPORT CLOTHES IN TABRIZ 1 Mosa Barmodeh, 2 Mohamedrahim Najafzadeh, 3 Hussein Talebiyannia 1 Department of Physical education management, Islamic Azad
More informationMohammad Rashed 1, Seyed Mohammad Noe Pasand Asil 2. World Essays Journal / 3 (2): 81-85, Available online at www. worldessaysj.
World Essays Journal / 3 (2): 81-85, 2015 2015 Available online at www. worldessaysj.com The role of relationship marketing activities and Quality of Relationship on maintain long-term relationship with
More informationInvestigating the determinants of brand equity using Aaker model (Case Study: products of Automobile Anti-Theft System)
EUROPEAN ACADEMIC RESEARCH Vol. II, Issue 10/ January 2015 ISSN 2286-4822 www.euacademic.org Impact Factor: 3.1 (UIF) DRJI Value: 5.9 (B+) Investigating the determinants of brand equity using Aaker model
More informationThe Impact of Economic Satisfaction on Price Sensitivity among the Customers of Grocery Stores
2015, TextRoad Publication ISSN: 2090-4274 Journal of Applied Environmental and Biological Sciences www.textroad.com The Impact of Economic Satisfaction on Price Sensitivity among the Customers of Grocery
More informationEuropean Journal of Economic Studies, 2014, Vol.(10), 4
Copyright 2014 by Academic Publishing House Researcher Published in the Russian Federation European Journal of Economic Studies Has been issued since 2012. ISSN: 2304-9669 E-ISSN: 2305-6282 Vol. 10, No.
More informationTHE ROLE OF E-SERVICES TO ATTRACT AND RETAIN CUSTOMERS
THE ROLE OF E-SERVICES TO ATTRACT AND RETAIN CUSTOMERS Reza Mohammadnejad and *Abdollah Mahmoodi Department of Public Administration, College of Human Sciences, Mahabad Branch, Islamic Azad University,
More informationEffect of Organizational Factors on Development of Export Market- Oriented in Food Industry Companies
Effect of Organizational Factors on Development of Export Market- Oriented in Food Industry Companies 1.Mona Hasanzadeh, MA in Business management, Naragh Branch,Islamic Azad University, Arak, Iran. 2.
More informationSTUDY OF RELATIONSHIP OF QUALITY OF WORK LIFE (QWL) AND ORGANIZATIONAL COMMITMENT
STUDY OF RELATIONSHIP OF QUALITY OF WORK LIFE (QWL) AND ORGANIZATIONAL COMMITMENT Hajieh Rajabi Farjad (Corresponding Author) Student of Public Management, Islamic Azad University, Young Researchers Club,
More informationEFQM, Organizational excellence, Organizational social capital, Social capital.
1. MSc., College of Farabi, University of Tehran, Qom, Iran 2. Professor, College of Farabi, University of Tehran, Qom, Iran (Received: August 10, 2015;Accepted: February 18, 2016) EFQM is the best experienced
More informationThis is a refereed journal and all articles are professionally screened and reviewed
Advances in Environmental Biology, 7(9): 2054-2058, 2013 ISSN 1995-0756 2054 This is a refereed journal and all articles are professionally screened and reviewed ORIGINAL ARTICLE The Evaluation of Effects
More informationAdvances in Environmental Biology
AENSI Journals Advances in Environmental Biology ISSN-1995-0756 EISSN-1998-1066 Journal home page: http://www.aensiweb.com/aeb.html Studying the Effect of relation-based marketing tactics affect on the
More informationIdentification and classification of factors affecting customer's frequent use of bank services (Case Study: Parsian Bank)
Journal of Scientific Research and Development 2 (4): 146-152, 2015 Available online at www.jsrad.org ISSN 1115-7569 2015 JSRAD Identification and classification of factors affecting customer's frequent
More informationThe Relationship between Job Involvement, Job Satisfaction and Organizational Productivity (Education Organization of Sistan and Baluchestan)
International Research Journal of Applied and Basic Sciences 2015 Available online at www.irjabs.com ISSN 2251-838X / Vol, 9 (7): 1127-1131 Science Explorer Publications The Relationship between Job Involvement,
More informationInterrelationship of Experiential Marketing on Shopping Involvement: An Empirical Investigation in Organized Retailing
Interrelationship of Experiential Marketing on Shopping Involvement: An Empirical Investigation in Organized Retailing Ashutosh Nigam Associate Professor, Vaish College of Engineering Rohtak, Haryana,
More informationStudy of Effective Relationship Marketing on Service Quality Provided and Loyalty Customers (Case Study: Tehran Shahrvand Chain Stores)
International Review of Management and Marketing ISSN: 2146-4405 available at http: www.econjournals.com International Review of Management and Marketing, 2017, 7(3), 165-170. Study of Effective Relationship
More informationInvestigating the Impact of Customer Satisfaction on Loyalty and Its Relationship with Market Share
Journal of Novel Applied Sciences Available online at www.jnasci.org 2014 JNAS Journal-2014-3-3/247-255 ISSN 2322-5149 2014 JNAS Investigating the Impact of Customer Satisfaction on Loyalty and Its Relationship
More informationTHE IMPACT OF ADVERTISING TO ATTRACT CUSTOMERS IN E- BANKING SERVICES: A CASE STUDY OF THE BRANCHES OF MELLI BANK IN WEST OF MAZANDARAN PROVINCE-IRAN
www.arabianjbmr.com THE IMPACT OF ADVERTISING TO ATTRACT CUSTOMERS IN E- BANKING SERVICES: A CASE STUDY OF THE BRANCHES OF MELLI BANK IN WEST OF MAZANDARAN PROVINCE-IRAN Pantea Goleijani M.A. Student of
More informationThe evaluation of the effect of E-banking service quality on customers commitment of Parsian Bank of Tehran
European Online Journal of Natural and Social Sciences 013; vol., No. 3(s), pp. 600-606 ISSN 1805-360 www.european-science.com The evaluation of the effect of E-banking service quality on customers commitment
More informationInvestigate the Relationship between Organizational Culture and Human Resources Productivity (Case study: Arman Credit Institute)
International Journal of Management and Humanity Sciences. Vol., 3 (8), 2744-2751, 2014 Available online at http://www.ijmhsjournal.com ISSN 2322-424X 2014 Investigate the Relationship between Organizational
More informationTHE STUDY OF THE FACTORS EFFECTING IRANIAN CUSTOMERS' SATISFACTION BETWEEN TRADITIONAL AND INTERNET BANKING (CASE STUDY: TEJARAT BANK OF IRAN)
ISSN: 0976-2876 (Print) ISSN: 2250-0138(Online) THE STUDY OF THE FACTORS EFFECTING IRANIAN CUSTOMERS' SATISFACTION BETWEEN TRADITIONAL AND INTERNET BANKING (CASE STUDY: TEJARAT BANK OF IRAN) MOHAMMAD GHOLAMI
More informationManagement Science Letters
Management Science Letters 3 (2013) 1553 1558 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl An empirical investigation on factors influencing
More informationJournal of Policy and Development Studies Vol. 10, No. 2, May Home page:
ISSN: 157-9385 Home page: www.arabianjbmr.com/jpds_index.php COMPARISON OF THE EFFECTIVENESS OF DIFFERENT METHODS OF IN-SERVICE TRAINING ON EMPLOYEES' PERFORMANCE AT THE HEAD OFFICES OF THE MINISTRY OF
More informationManagement Science Letters
Management Science Letters 4 (2014) 1003 1008 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl Examining the effect of relationship marketing on
More informationINVESTIGATING THE EFFECT OF PERSONAL FACTORS ON THE CUSTOMERS PURCHASING DECISION
www.arabianjbmr.com INVESTIGATING THE EFFECT OF PERSONAL FACTORS ON THE CUSTOMERS PURCHASING DECISION 1 2 3 Mojtaba Nouraie, Hamid Yari Moorineh, Jamshid Kordi 1 M.A. Student, Department of Management,
More informationLaleh Karamizadeh Corresponding Author: M.S.C., Management Department, Islamic Azad University, Branch of Dehaghan, Iran.
Investigating the Effect of Organizational Socialization on the Employee Efficiency and Effectiveness through Mediating Role of Organizational Commitment (Isfahan Persian Bank as a Case Study) Ph.D. Mashallah
More informationDeveloping Brand Equity Model Based on C.B.B.E Approach to Establish Customer Satisfaction and Loyalty in Tehran's chain stores
J. Basic. Appl. Sci. Res., 3(7)956-965, 2013 2013, TextRoad Publication ISSN 2090-4304 Journal of Basic and Applied Scientific Research www.textroad.com Developing Brand Equity Model Based on C.B.B.E Approach
More informationEffective Internal Strategic factors on Customer Satisfaction from the Perspective of Organization s Managers in Tabriz travel agencies
Research Journal of Recent Sciences ISSN 2277-2502 Res.J.Recent Sci. Effective Internal Strategic factors on Customer Satisfaction from the Perspective of Organization s Managers in Tabriz travel agencies
More informationThe Impact of Brand Image on Customer Satisfaction and Loyalty Intention (Case Study: Consumer of Hygiene Products)
The Impact of Brand Image on Customer Satisfaction and Loyalty Intention (Case Study: Consumer of Hygiene Products) Shahroudi, Kambiz Assistant Professor, Islamic Azad University of Rasht, Guilan, Iran
More informationTECHNOLOGY ACCEPTANCE MODEL FOR E-BANKING ACCOUNT AT TEJARAT BANK OF COMMERCE WEST MAZANDARAN
TECHNOLOGY ACCEPTANCE MODEL OR E-BANKING ACCOUNT AT TEJARAT BANK O COMMERCE WEST MAZANDARAN Ebrahim Sobhe Zahedi* and Mohammad Hadi Asgari** * inancial-public Management,Chalus branch, Islamic Azad University,
More informationThe Psychometric Features of Lee and Allen s Organizational Citizenship Behavior Scale (2002)
The Psychometric Features of Lee and Allen s Organizational Citizenship Behavior Scale (2002) Rasool Davoudi 1, Mina Gadimi 2 1 Department of Administration, Zanjan Branch, Islamic Azad University, Zanjan,
More informationImpact of Supply Chain Management Practices on Competitive Advantage in Manufacturing Companies of Khuzestan Province
Impact of Supply Chain Management Practices on Competitive Advantage in Manufacturing Companies of Khuzestan Province Moslem Ghatebi Department Of Accounting, Islamic Azad University, Shoushtar Branch,
More informationThe Relationship between Cultural Competence and Organizational Performance (The case study of West Azarbaijan Tax Affairs Administration)
International Research Journal of Applied and Basic Sciences 2014 Available online at www.irjabs.com ISSN 2251-838X / Vol, 8 (12): 2247-2251 Science Explorer Publications The Relationship between Cultural
More informationEXAMINING THE RELATIONSHIP BETWEEN CONTEXTUAL DIMENSIONS OF ORGANIZATION AND ORGANIZATIONAL CLIMATE ACCORDING TO WEISBORD SIX-BOX MODEL
www.arabianjbmr.com EXAMINING THE RELATIONSHIP BETWEEN CONTEXTUAL DIMENSIONS OF ORGANIZATION AND ORGANIZATIONAL CLIMATE ACCORDING TO WEISBORD SIX-BOX MODEL Jinus Yousefi 1, Hamid Sajadie 2 1 M.A. Student,
More informationAugust 2017, Vol.5, No.8, pp:
August 2017, Vol.5, No.8, pp:390-394 Research Paper Analyzing the Relationship between Participative Management and Climate and Effectiveness of Staff (Department of Education and Training in Zanjan) Leyla
More informationJ. Basic. Appl. Sci. Res., 2(7) , , TextRoad Publication
20, TextRoad Publication ISSN 2090-4304 Journal of Basic and Applied Scientific Research www.textroad.com Evaluation of the Demographic Criteria Impact on the Willingness of Customers to Purchase (Case
More informationApplied mathematics in Engineering, Management and Technology 3(3) 2015:
Examination and inspection of relationship between brand value and customer's satisfaction by reliance to brand according to Hay model and coworkers.(case study: Mihan insurance in Saveh city). Farzad
More informationThe effect of elements of service marketing mix on brand equity, from the customers point of view (Case study: branches of Melli Bank in Hamadan)
The effect of elements of service marketing mix on brand equity, from the customers point of view (Case study: branches of Melli Bank in Hamadan) Shiva Fathian Department of Management and Accounting,College
More informationA study on the effect of service quality on customer loyalty (Case Study: Chain Restaurant Collection )
Applied mathematics in Engineering, Management and Technology 2 (5) 2014:90-96 www.amiemt-journal.com A study on the effect of service quality on customer loyalty (Case Study: Chain Restaurant Collection
More informationExamining the Effect of Official Automation on Improvement of Mangers Decision Making (Case Study: Bokan Saderat Bank)
International Research Journal of Applied and Basic Sciences 2016 Available online at www.irjabs.com ISSN 2251-838X / Vol, 10 (6): 709-714 Science Explorer Publications Examining the Effect of Official
More informationFactors Affecting Customer Satisfaction, Quality Banking Services to Iran, Using the Servqual Model Case Study: Resalat Bank of Kermanshah Province
Factors Affecting Customer Satisfaction, Quality Banking Services to Iran, Using the Servqual Model Case Study: Resalat Bank of Kermanshah Province Peyman Akbari 1Department of Management, Payame Noor
More informationEffect of Organizational Investment in Social Capital on Employees Commitment and Performance: the Study of GilanState S Bank e Parsiyan Branches
Effect of Investment in Social Capital on Employees Commitment and : the Study of GilanState S Bank e Parsiyan Branches Mohammad Rezazade motarefi 1, Kiyomars Sohrabi 2,* 1 Department of Business Management,College
More informationAssessment the Impact of Relationship Marketing Tactics on Relationship Quality and Customers Loyalty (Case Study: Mellat Bank, the City of Rasht)
J. Basic. Appl. Sci. Res., 2(9)9724-9729, 2012 2012, TextRoad Publication ISSN 2090-4304 Journal of Basic and Applied Scientific Research www.textroad.com Assessment the Impact of Relationship Marketing
More informationInvestigating the Effect of Brand Experience on Reaction of Sport Goods Consumers (Case Study: Nike and Adidas Sports Apparel Consumers in Iran)
European Online Journal of Natural and Social Sciences 2013; www.european-science.com Vol.2, No.3 Special Issue on Accounting and Management. ISSN 1805-3602 Investigating the Effect of Brand Experience
More informationManagement Science Letters
Management Science Letters 2 (2012) 1011 1016 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl Effective factors on mobile phone customer satisfaction
More informationMeasuring Customer Satisfaction in the Retail Banking Sector of Iran Using RATER Model
2015, TextRoad Publication ISSN 2356-8852 Journal of Social Sciences and Humanity Studies www.textroad.com Measuring Customer Satisfaction in the Retail Banking Sector of Iran Using RATER Model Seyed Abdullah
More informationProcedia - Social and Behavioral Sciences 230 ( 2016 )
Available online at www.sciencedirect.com ScienceDirect Procedia - Social and Behavioral Sciences 230 ( 2016 ) 136 141 3 rd International Conference on New Challenges in Management and Organization: Organization
More informationA survey of the effects of brand value on customer satisfaction in pharmaceutical and biological industries
Archives of Razi Institute, Vol. 71, No. 2 (2016) 109-116 Copyright 2016 by Razi Vaccine & Serum Research Institute Original Article A survey of the effects of brand value on customer satisfaction in pharmaceutical
More informationCodifying and Prioritizing Strategies in Behnoush Company in Iran by Comparing Fuzzy TOPSIS and QSPM Methods
J. Appl. Environ. Biol. Sci., 5(8S)139-145, 2015 2015, TextRoad Publication ISSN: 2090-4274 Journal of Applied Environmental and Biological Sciences www.textroad.com Codifying and Prioritizing Strategies
More informationEVALUATION OF QUALITY OF SERVICE TO CUSTOMERS OF TELECOMMUNICATIONS COMPANY IN ISFAHAN WITH GAP ANALYSIS MODEL (GAM)
EVALUATION OF QUALITY OF SERVICE TO CUSTOMERS OF TELECOMMUNICATIONS COMPANY IN ISFAHAN WITH GAP ANALYSIS MODEL (GAM) Asghar Dayani 1, Siamak Korang Beheshti 2 1 Department of Public Management, Islamic
More information*Zahra Ghorbani Nasrollahabadi and Marhamat Hematpour Rasht Branch, Islamic Azad University, Rasht, Iran *Author for Correspondence
STUDYING THE EFFECTS OF TRUST, QUALITY OF THE SERVICES AND THE VALUE OF THE SERVICES ON CUSTOMERS' SATISFACTIONAND LOYALTY (CASE STUDY: IRAN INSURANCE CO. OF RASHT CITY) *Zahra Ghorbani Nasrollahabadi
More informationFinancial Perspective in Public Policy Implementation: A Case Study of Banking Industry
Original Article Print ISSN: 31-6379 Online ISSN: 31-595X DOI: 10.17354/ijssJuneI/017/08 Financial Perspective in Public Policy Implementation: A Case Study of Banking Industry Mohammad Oghbaei Jazani
More informationTHE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION
THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION Shahram Gilaninia 1, Mohmmad Taleghani 2, Mohammad Reza Khorshidi Talemi 3* 1,2 Associate Professor of Department of Industrial Management, Islamic
More informationJournal of Applied Science and Agriculture. The Role of Intangible Assets on Performance Improvement in Kohgiluye Education Organization
AENSI Journals Journal of Applied Science and Agriculture ISSN 1816-9112 Journal home page: www.aensiweb.com/jasa/index.html The Role of Intangible Assets on Performance Improvement in Kohgiluye Education
More informationThe Effect of Service Climate on Job Satisfaction and Customers Satisfaction: A Case Study in Narges Hospital, Doroud, Iran
International Review of Social Sciences and Humanities Vol. 5, No. 2 (2013), pp. 214-224 www.irssh.com ISSN 2248-9010 (Online), ISSN 2250-0715 (Print) The Effect of Service Climate on Job Satisfaction
More informationManagement Science Letters
Management Science Letters 2 (2012) 763 768 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl Effective factors on bank resource mobilization Jafar
More informationManagement Science Letters
Management Science Letters 4 (2014) 1415 1420 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl A study on the effects of marketing communication
More informationA Study of the Relations of Understanding between Customers and Bank and their Loyalty
2015, TextRoad Publication ISSN: 2090-4274 Journal of Applied Environmental and Biological Sciences www.textroad.com A Study of the Relations of Understanding between Customers and Bank and their Loyalty
More informationThe Effect of Factors Affecting Social Behavior and Prosocial Behavior (Case Study: City of Steel of Mobarakeh)
The Effect of Factors Affecting Social Behavior and Prosocial Behavior (Case Study: City of Steel of Mobarakeh) Mashallah Valikhani, Ph.D. Assistant professor, Management Department, lamic Azad University,
More informationThe relationship between spiritual leadership and vertical organizational trust
Journal of Scientific Research and Development 2 (5): 166-171, 2015 Available online at www.jsrad.org ISSN 1115-7569 2015 JSRAD The relationship between spiritual leadership and vertical organizational
More informationManagement Science Letters
Management Science Letters 3 (2013) 2049 2054 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl A study on influencing factors on brand loyalty:
More informationStudying the Effect of Integrated Management System on Occupational Safety and Hygiene Promotion (Employees of Power Management Company as Case study)
Studying the Effect of Integrated Management System on Occupational Safety and Hygiene Promotion (Employees of Power Management Company as Case study) Abstract Dr Javad Mehrabi Department of Management,
More informationExamining the Effects of Electronic Banking on Customer Satisfaction (Case Study: Agricultural Bank of the City of Behbahan, Iran)
International Academic Institute for Science and Technology International Academic Journal of Business Management Vol. 4, o. 4, 207, pp. 45-52. ISS 2454-2768 International Academic Journal of Business
More informationWe are IntechOpen, the world s leading publisher of Open Access books Built by scientists, for scientists. International authors and editors
We are IntechOpen, the world s leading publisher of Open Access books Built by scientists, for scientists 3,500 108,000 1.7 M Open access books available International authors and editors Downloads Our
More informationAn Empirical Study on the Drivers of E-Commerce Business
Indian Journal of Science and Technology, Vol 9(32), DOI: 10.17485/ijst/2016/v9i32/98648, August 2016 ISSN (Print) : 0974-6846 ISSN (Online) : 0974-5645 An Empirical Study on the Drivers of E-Commerce
More informationImplementing the Modern Management Systems in TQM Companies and the Surveillance Companies Performance
European Online Journal of Natural and Social Sciences 2015; www.european-science.com Vol.4, No.1 Special Issue on New Dimensions in Economics, Accounting and Management ISSN 1805-3602 Implementing the
More informationA STUDY OF THE FACTORS AFFECTING THE SATISFACTION OF MALE BODYBUILDING CUSTOMERS OF KHUZESTAN PROVINCE
A STUDY OF THE FACTORS AFFECTING THE SATISFACTION OF MALE BODYBUILDING CUSTOMERS OF KHUZESTAN PROVINCE Varnaseri Qandali Shapour 1 and * Najafzadeh Mohammad Rahim 2 1 Department of Physical education,
More informationTHE EVALUATION OF ELECTRONIC SERVICE QUALITY'S IMPACT ON CUSTOMER SATISFACTION
THE EVALUATION OF ELECTRONIC SERVICE QUALITY'S IMPACT ON CUSTOMER SATISFACTION *Ahad Mohammadi 1 and Taleghani M. 2 1 Department of Management, Rasht Branch, Islamic Azad University, Rasht, Iran 2 Department
More informationEXAMINING FACTORS INFLUENCING THE SUCCESS OF THE BANK BRANCHES IN RESOURCES SUPPLY (CASE STUDY OF MELLI BANK BRANCHES IN GACHSARAN)
EXAMINING FACTORS INFLUENCING THE SUCCESS OF THE BANK BRANCHES IN RESOURCES SUPPLY (CASE STUDY OF MELLI BANK BRANCHES IN GACHSARAN) Yousef Haseli 1 and *Mohammad Haghighi 2 1 Department of Management,
More informationINVESTIGATING THE RELATIONSHIP BETWEEN ORGANIZATIONAL LEARNING AND FLEXIBILITY OF EMPLOYEES IN EDUCATION DEPARTMENT OF SARPOOL-E-ZAHAB CITY
INVESTIGATING THE RELATIONSHIP BETWEEN ORGANIZATIONAL LEARNING AND FLEXIBILITY OF EMPLOYEES IN EDUCATION DEPARTMENT OF SARPOOL-E-ZAHAB CITY Iran Ghanbari Department of Management, Sanandaj Branch, Islamic
More informationDESIGN AND EXPLAIN THE FECTOR AFFECTING SATISFACTION IN ELECTRONIC BANKING
DESIGN AND EXPLAIN THE FECTOR AFFECTING SATISFACTION IN ELECTRONIC BANKING Mohammad nazaripour Assistant professor of accounting at the University of Kurdistan,Sanandaj, Iran Email: mnazaripour@yahoo.com
More informationAbstract. Keywords: SERVICES, SERVICE QUALITY, CUSTOMER PERCEPTIONS AND EXPECTATIONS OF CUSTOMERS. Introduction
Research on Effect of The Quality of Services Applied by The Port and Maritime Organization (P.M.O.) and Expectations of The Transport (Sea and Land) Companies on Base of SERVQUAL Questionnaire (Case Study
More informationA Survey of the Relationship between Market- Orientation and Developing the New Services and Financial Performance of Post Banks of Ilam City
International Research Journal of Applied and Basic Sciences 2013 Available online at www.irjabs.com ISSN 2251-838X / Vol, 6 (1): 58-62 Science Explorer Publications A Survey of the Relationship between
More informationManagement Science Letters
Management Science Letters 3 (2013) 1479 1484 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl A study on relationship between ethical leadership
More informationAvailable online at International Journal of Advanced Studies in Humanities and Social Science
Available online at http://www.ijashss.com International Journal of Advanced Studies in Humanities and Social Science Volume 1, Issue 8, 2013: 1067-1077 The Effect of Brand Communication and Service Quality
More informationThe Influence of Buying Price, Prestige Sensitivity and Brand Consciousness on Behavior and Buying Decisions of Compulsive Consumers
Applied mathematics in Engineering, Management and Technology 2 (5) 2014:128-137 www.amiemt-journal.com The Influence of Buying Price, Prestige Sensitivity and Brand Consciousness on Behavior and Buying
More informationPERFORMANCE EVALUATION OF PHYSICAL EDUCATION DEPARTMENTS OF FIFTH REGION ISLAMIC AZAD UNIVERSITIES USING BSC
PERFORMANCE EVALUATION OF PHYSICAL EDUCATION DEPARTMENTS OF FIFTH REGION ISLAMIC AZAD UNIVERSITIES USING BSC *Mohammad Nikravan 1 and Ahmad Charmian 2 1 Department of Physical Education, Boroujerd Branch,
More informationAssessing the effect of banking resource mobilization on financial resource attraction (Case Study: Melli Bank of Anzali)
International Research Journal of Applied and Basic Sciences 2013 Available online at www.irjabs.com ISSN 2251-838X / Vol, 4 (7): 1884-1888 Science Explorer Publications Assessing the effect of banking
More informationPal. Jour., 2017, 16, 134:140 Copyright 2017 by Palma Journal, All Rights Reserved Available online at:
Pal. Jour., 2017, 16, 134:140 Copyright 2017 by Palma Journal, All Rights Reserved Available online at: http://palmajournal.org/ Examining the Relationship between Empowerment and Organizational Agility
More informationSurvey of the effect web design aspect on effectiveness of E-marketing by E-trust mediator
J. Appl. Environ. Biol. Sci., 5(10S)1-6, 2015 2015, TextRoad Publication ISSN: 2090-4274 Journal of Applied Environmental and Biological Sciences www.textroad.com Survey of the effect web design aspect
More informationIdentification and Prioritizing Influential Merchandising Variables on Customer Purchase Behavior, Case Study:Hyper Star Chain Supermarket
Doi:10.5901/mjss.2016.v7n3s2p48 Abstract Identification and Prioritizing Influential Merchandising Variables on Customer Purchase Behavior, Case Study:Hyper Star Chain Supermarket Somayeh Salahshouri Ardestani
More informationJournal Administrative Management, Education and Training (JAMET) Citation:
Journal of Administrative Management, Education and Training (JAMET) ISSN: 1823-6049 Volume (13), Special Issue (1), 2017, 270-277 Available online at http://www.jamet-my.org Citation: E.Esmaeilpour, Studying
More informationAnalysis of Private Brand Purchase Intention (Case Study: ETKA Chain Stores)
Analysis of Private Brand Purchase Intention (Case Study: ETKA Chain Stores) Bahareh Ahmadinejad, MSc in Management, Islamic Azad University (IAU), Qazvin Branch, Marketing, Qazvin, Iran, b.ahmadinejad@qiau.ac.ir
More informationThe impact of marketing and communication infrastructures on export
2011 International Conference on E-business, Management and Economics IPEDR Vol.25 (2011) (2011) IACSIT Press, Singapore The impact of marketing and communication infrastructures on export Behnam Shadi
More informationManagement Science Letters
Management Science Letters 4 (2014) 175 180 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl An empirical investigation on factors influencing
More informationShahin Nouri, Dr. Masoud Ghahremani * Department of Public Administration, Mahabad Branch, Islamic Azad University, Mahabad, Iran
International Research Journal of Applied and Basic Sciences 2016 Available online at www.irjabs.com ISSN 2251-838X / Vol, 10 (4): 342-352 Science Explorer Publications The Relationship between Knowledge-Based
More information