تاثیر بازاریابی رابطه مند بر حفظ مشتری از طریق تعامل مشتری با توجه به رفتار شهروندی
محورهای موضوعی : طراحی یک برنامه بازاریابی عمومیرضا پورمحمد 1 * , مراد رضایی دیزگاه 2
1 - کارشناسی ارشد مدیریت،واحد رشت،دانشگاه آزاد اسلامی،رشت،ایران
2 - استادیار گروه مدیریت،واحد رشت،دانشگاه آزاد اسلامی،رشت،ایران
کلید واژه: حفظ مشتری, بازاریابی رابطه مند, تعامل مشتری, اعتماد, تعهد, رسیدگی به تعارض, رفتار شهروندی مشتری,
چکیده مقاله :
در سالهای اخیر به دلیل رقابت تنگاتنگ در بازارهای مختلف ، شرکتها و تولید کنندگان کالاهای گوناگون ناگزیر به استفاده از روش ها و ابزارهای مختلفی برای حفظ مشتریان گردیده اند. در همین رابطه می توان به استراتژی های موثری اشاره نمود ، که یکی از این مهمترین استراتژی ها ، بازاریابی رابطه مند می باشد. از اینرو در این پژوهش سعی شده تا تاثیر بازاریابی رابطه مند بر حفظ مشتری از طریق تعامل مشتری با درنظر گرفتن رفتار شهروندی مشتری در میان تولید کنندگان مرغ گوشتی استان گیلان بررسی گردد. این پژوهش از نوع توصیفی و بر اساس جمع آوری داده ها می باشد. نمونه آماری از میان مشتریان مرغ گوشتی با روش نمونه برداری غیراحتمالی انتخاب شده است. ابزار جمع آوری داده ها پرسشنامه و جامعه آماری 150 نفر بوده اند . به منظور آزمودن پایایی تحقیق از آلفای کرونباخ استفاده گردید. همچنین بررسی داده های تحقیق و آزمون فرضیه ها با استفاده از نرم افزار SPSS و نرم افزار AMOS GRAPHIC صورت پذیرفت. نتایج تحقیق نشان دادند که از میان متغیرها و سازه های تشکیل دهنده بازاریابی رابطه مند متغییرهای اعتماد و رسیدگی به تعارض تاثیر مثبت و معناداری بر حفظ مشتری از طریق تعامل مشتری دارند. همچنین نتایج مشخص کرد که رفتار شهروندی مشتری تاثیری بر رابطه بازاریابی رابطه مند و حفظ مشتری ندارد.
In these years due to intense competition companies have forced to use tools and methods for enhancing their customer retention. There effective and common strategies for improving this issue. One of these significant and important strategies is relationship marketing. This research accomplished in order to investigate the effect of relationship marketing on customer retention through customer engagement considering customer citizenship behavior within broiler manufacturers in province of guilan (north of Iran) . This is descriptive survey research based on data collecting. Statistical population were selected among consumers of broiler industry’s products by non-probability sampling method. Data collecting tool were questionnaire and sample size were 150. For testing reliability cronbach’s alpha test was used. For analyzing dates used Amos Graphic and SPSS. Results showed that trust and conflict handling as relation marketing elements have positive and significant effect on customer retention through customer engagement , and also results showed that customer citizenship behavior has no significant effect on relationship of customer engagement and customer retention.
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