Customer Relationship Satisfaction
Subject Areas : مدیریتkaveh Ganjehe 1 , Hamid Khodadad Hosseini 2 , Fereshteh Mansouri Moayyed 3
1 - M.Sc. Department of Business Management, Tarbiat Modares University, Tehran, Iran
2 - Professor, Department of Management, Tarbiat Modares University, Tehran, Iran
3 - Assistant Professor, Department of Business Administration, Tarbiat Modares University, Tehran, Iran
Keywords: Customer Satisfaction, Service Quality, Word of mouth advertising, customer loyalty, Communication Satisfaction,
Abstract :
Significant changes have occurred in customers’ behaviors with the rise of competition in the working environment of nowadays’ banking industry. The purpose of this research is to determine the roles of customer satisfaction, loyalty, and word of mouth advertising in communication satisfaction of Parsian Bank customers. This research is practical in purpose and descriptive-correlative in method. Thus, after studying theoretical foundations of the research, different aspects of the variables were identified and by seeking the assessments of the experts, the research questionnaire was distributed and then collected. The sample volume was 384 people based on Cochran formula which was conducted through a random sampling in the available community. Also, for data analysis, structural equation technique and regression were utilized. The results confirm all research hypotheses and indicate that service quality leaves a significant positive impact on customer satisfaction, and also customer satisfaction variable has a significant positive impact on customer loyalty; service quality leaves a significant positive influence on word of mouth advertising, and besides, customer loyalty has a positive significant effect on word of mouth advertising, and word of mouth advertising by the customers of Parsian Bank leaves a significant positive effect on customers communication satisfaction.
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