Service Quality

Open Access Article

1 - The effect of satisfaction, quality of service and innovation on brand love among the customers of domestic and foreign elected brands
pegah omrani seyed salahedin naghshbandi

10.30495/jism.2023.21961

The purpose of this research is the effect of satisfaction, service quality and innovation on brand love among customers of selected domestic and foreign brands. The statistical population of this study was all customers of domestic and foreign selected brands. 385 peop More

The purpose of this research is the effect of satisfaction, service quality and innovation on brand love among customers of selected domestic and foreign brands. The statistical population of this study was all customers of domestic and foreign selected brands. 385 people were selected as the sample using Cochran formula. The data collection tool was four questionnaires. First, the standard questionnaire of satisfaction (a = 0.84), second quality of service questionnaire (a = 0.79), third of innovation questionnaire (a = 0.81) and fourth brand love questionnaire (a = 0.86) The faculty and content validity of the questionnaires was approved by 15 sports management professors. The findings indicated that the indicators for assessing the generality of the structural equation model with respect to the optimal range of these indicators in total indicated that the supposed model is supported by the research data, that is, the fitting of the data to the model is established. And all indicators indicate the desirability of the structural equation model. The results showed that innovation is one of the important factors affecting customer satisfaction. Considering that today's competitive market, if sports brands can innovate more in their products, will take a large share of the market. And this brings brand equity to the customers. Manuscript profile

Open Access Article

2 - Effective Factors on Word-of-Mouth Marketing and the Intention to Return to Beauty Clinics
Saeid Dehyadegari nastaran douraghi ellaheh shahbi

Introduction: Considering the growth of beauty clinics in recent years and the increase in competition in this industry, this research has tried to investigate the factors affecting word-of-mouth marketing and the intention to return to beauty clinics. Methods: This re More

Introduction: Considering the growth of beauty clinics in recent years and the increase in competition in this industry, this research has tried to investigate the factors affecting word-of-mouth marketing and the intention to return to beauty clinics. Methods: This research is applied in terms of purpose and descriptive-causal in terms of method. Its statistical population consists of those who have visited beauty clinics at least once. The number of statistical sample is 416 people. To measure the variables, a standard questionnaire with 35 items was used, and to measure the construct validity, using Smart PLS software. Data analysis was done using descriptive statistics and inferential statistics, including the description of demographic variables and structural equation testing. Results: The findings showed that brand image, service quality, and environment and atmosphere influence perceived value with coefficients of 0.129, 0.415, and 0.224, respectively; Service quality and environment and space have an effect on satisfaction with coefficients of 0.205 and 0.264, respectively; Perceived value has an effect on satisfaction, word-of-mouth marketing, and the intention to visit again with coefficients of 0.420, 0.548, and 0.429, respectively; Satisfaction has an effect on repeat visits and word-of-mouth marketing with coefficients of 0.440 and 0.327. Conclusion: By improving the quality of services, improving the environment and atmosphere, and emphasizing branding, beauty clinics can have a positive effect on the return of people and word of mouth marketing and improve their competitive position. Manuscript profile

Open Access Article

3 - Study of the Effect Satisfaction and Trust on Customers Loyalty in Service Organizations (Case Study: Branches of Melli Bank in City of Arak)
محمد امین جمشیدیان

Abstract: Purpose: The purpose of this paper is to examine the effect of Satisfaction and Trust on Customers Loyalty. service quality as the key antecedent of customer satisfaction. Methodology: The present research in terms of goal is an applied type and in terms of g More

Abstract: Purpose: The purpose of this paper is to examine the effect of Satisfaction and Trust on Customers Loyalty. service quality as the key antecedent of customer satisfaction. Methodology: The present research in terms of goal is an applied type and in terms of gathering information is a causal one. In this research, in order to father information a field research method and a standardized questionnaire were used. The statistical population is customers Melli Bank in city of Arak that using the services provided by this bank. In order to conduct the research, sample size of 220 questionnaire were used. The reliability of the questionnaire was proved through Cronbach alpha and the reliability of the questionnaire was proved by some of the experts of the statistical population. In order to process data, Lisrel software was used. Findings: The research results indicate that Satisfaction and trust have a positive effect on customer loyalty. Complaint handling also have a positive impact on satisfaction, trust and customers loyalty. Manuscript profile

Open Access Article

4 - Evaluating the Role of Electronic Service Quality and Customer Satisfaction on Consumers’ Purchase Intentions
k. Heidarzadeh E. Adelpour

The rapid expansion of information and communication technologies in daily business activities is the most important long-term trend in the business world. Accordingly, large growth potential is forecasted especially for the provision of products and serv More

The rapid expansion of information and communication technologies in daily business activities is the most important long-term trend in the business world. Accordingly, large growth potential is forecasted especially for the provision of products and services via the Internet. If and how this potential can be exploited depends largely on an Internet retailer’s ability to meet customers’ expectations in the virtual shopping environment. Evidence exists that service quality delivery through websites is an essential strategy to success. To deliver superior service quality, managers of companies with web presences must first understand how customers perceive and evaluate online customer service. The goal of this article is to evaluate the role of e-service quality, overall service quality, and customer satisfaction on Iranian consumers’ purchase intentions regarding online shopping. Data from a survey of 229 online consumers were used to test the research model. The results show that responsiveness and security/privacy affect overall service quality and customer satisfaction. Site aesthetics has a direct impact on overall service quality, but assurance/trust, reliability and personalization were not significantly related to overall service quality or customer satisfaction. The results also indicate that overall service quality has a direct and positive impact on customer satisfaction and that customer satisfaction has a direct impact on consumers’ purchase intentions. Manuscript profile

Open Access Article

5 - The Role of Emotional Satisfaction in Customers’ Behavioral Intentions Regarding Service Quality in the Hotel Industry
M. Haghighi H. R. Saeednia Gh. Kianosh Ghavim

Purpose- The purpose of this paper is to test a conceptual model of the relationship among the constructs of service quality, emotional satisfaction, and behavioral intentions. Methodology - The research method is applied in approach and descriptive-survey in method. Th More

Purpose- The purpose of this paper is to test a conceptual model of the relationship among the constructs of service quality, emotional satisfaction, and behavioral intentions. Methodology - The research method is applied in approach and descriptive-survey in method. The statistical research population consists of customers of 4 star hotels in Tehran city and 266 questionnaires were distributed among hotels’ customers. Cronbach alpha coefficient estimates the reliability of questionnaire. For analyzing the data, structural equation model and t- student test were used. Findings- There is significant relation among service quality, emotional satisfaction and behavioral intentions variables, but relationship between service quality and behavioral intentions is indirect through emotional satisfaction. The foreign visitors have more satisfaction and more positive behavioral intentions related to the hotel and actual person have more powerful behavioral intentions. Research Limitations- This research just focus on some limited variables and it does not consider other variables that have an influence on customers’ behavioral intentions. Managerial Implications- The study has demonstrated the importance for managers to consider how Service quality influences the customers’ behavioral intentions. In particular, the importance of measuring customers’ emotions arise from cognitive appraisals of service quality can be a good predictor for customers’ behavioral intentions. Originality/Valve- The research provides valuable insights into the role of emotional satisfaction in the hotel service experience. Manuscript profile

Open Access Article

6 - An Analysis the Impact of Corporate Social Responsibility on Customer Loyalty (Pasargad Bank in Ahwaz)
A. Mojoodi A. Darzian Azizi P. Ghasemi

Purpose -Corporate social responsibility (CSR) is of increasing concern and holds strategic implications to companies across industries. Large companies invest substantially in CSR initiatives. The willingness to invest in CSR emphasizes it is not a cost, a constraint, More

Purpose -Corporate social responsibility (CSR) is of increasing concern and holds strategic implications to companies across industries. Large companies invest substantially in CSR initiatives. The willingness to invest in CSR emphasizes it is not a cost, a constraint, or the right thing to do but is a source of competitive advantage. Nowadays, CSR has become increasingly significant for a wide range of organizations and for the managers that work within them. Thus, this research aims to describe the effect of corporate social responsibility on perceived service quality, customer satisfaction and loyalty. Design/methodology/approach – To complete this research, 450 questionnaires was distributed between the customers of Pasargad bank (Branch Supervision) in Ahwaz; of which 380 questionnaires were collected. The research method is an applied research in terms of aim and in terms of method is descriptive. The hypothesis test was accomplished by Lisrel software. Findings –The research results showed that the corporate social responsibility has direct and positive effect on the perceived service quality and satisfaction and also satisfaction has direct and positive effect on attitudinal and behavioral loyalty of customers. Practical implications –The study provides a set of ﬁndings relating to CSR initiatives and perception of service quality that could be readily incorporated into banks’ corporate strategic plans.   Manuscript profile

Open Access Article

7 - Comparing Market Orientation in Parivate and Governmental Banks and its Effect on Bank Service Quality (Case Study: Yazd City)
Sh. Nayebzadeh

The main purpose of this research is Investigation market orientation in private and government banks and its effect on customer perception of perceived service quality; According to this goal private and government banks in Yazd have studied as statistical society. The More

The main purpose of this research is Investigation market orientation in private and government banks and its effect on customer perception of perceived service quality; According to this goal private and government banks in Yazd have studied as statistical society. The present research method is correlation and applied research. Data analysis was done by using test t, a Wilcoxon rank test to compare means, Mann-Whitney test, Kruskal-Wallis test and Friedman's rank test and Pierson correlation test. The results of this investigation showed that there aren’t significance differences between market orientation extent in private and government banks, and between market orientation customer’s perceptions of bank's service quality significance linear relationship was not considered.   Manuscript profile

Open Access Article

8 - Developing of the model effect of auditors' ethical principles and religiosity on the quality of audit services
Behnam Azhdari Seyed hossein Nasl mosavi Ali Jafari

The main goal of this research is to investigate the effect of auditor's moral principles and religiosity on the quality of independent auditors' audit services. The final sample used for this study includes 250 questionnaires collected from auditors working i More

The main goal of this research is to investigate the effect of auditor's moral principles and religiosity on the quality of independent auditors' audit services. The final sample used for this study includes 250 questionnaires collected from auditors working in auditing organizations and other auditing institutions. In order to collect information, the Armega Zarfar (2015) questionnaire was used, and descriptive statistics and the reflective model of structural equations based on variance were used to process the data. The findings of the research show that the variable of ethical principles and religiosity of auditors has a significant effect on the quality of independent auditors' audit services and leads to an increase in audit quality. Strengthening religious attitudes can be a protective factor against abuses and frauds, improving the health of financial reporting and the confidence of creditors, shareholders and other users of financial statements. Considering the importance of ethics, it is suggested to the community of certified accountants to consider ethics education in their training programs and to monitor the observance of professional ethics in order to improve the level of professional ethics of auditors. Manuscript profile

Open Access Article

9 - a model with the dimensions of the effective factors and the results of bank quality relationship with company customers.
hamidreza nemati Karim Hamdi seyed abbas heydari mohammad hasan behzadi

10.30495/jisds.2007.21288

The researcher is trying to answer the question of how banks build long - term and durable relations with their company customers? and what are the most important factors and the results of such relations? the aim of this study is practical and practical and in terms of More

The researcher is trying to answer the question of how banks build long - term and durable relations with their company customers? and what are the most important factors and the results of such relations? the aim of this study is practical and practical and in terms of method, mix (quantitative and qualitative). in order to collect the required data, both library and field methods were used. the data gathering tool is also a survey of documents, interviews the study population of corporate clients of mellat bank in tehran, which formed a number of corporate holding companies, contributed to the number of 291 managers (executive manager, financial manager, deputy finance manager, deputy logistics director and chairman of accounting)firm clients of mellat bank in tehran as a sample volume. analysis of collected data was conducted in two descriptive and inferential methods through spss 16 and smart pls software. in this study, descriptive statistics were used to describe the data from descriptive statistics, and in deductive analysis of factor analysis,according to the confirmation of the questions by the experts, the content validity of the questionnaire was approved, as well as the alpha coefficient for the total questionnaire was 98 %, which indicates optimal reliability. at the end of employee behaviorkey words: bank relationship with corporate customers, corporate customers, bank service quality Manuscript profile

Open Access Article

10 - Designing a Model with the Dimensions of Effective factors and Quality Results of the Bank's Relationship with Corporate Customers
Hamidreza Ne'mati Karim Hamdi Seyed Abbas Heydari Mohammad Hassan Behzadi

The main issue of the present study is "designing a model with the dimensions of effective factors and quality results of the bank's relationship with corporate customers". The researcher is trying to answer the question of how banks can establish long-term and stable r More

The main issue of the present study is "designing a model with the dimensions of effective factors and quality results of the bank's relationship with corporate customers". The researcher is trying to answer the question of how banks can establish long-term and stable relationships with their corporate customers. And what are the most important factors and results of creating such relationships? The research is applied-developmental in terms of purpose and mixed (quantitative and qualitative) in terms of method. Both library and field methods were used to collect the required data. Data collection tools are also: review of documents, interviews and questionnaires. The statistical population of Bank Mellat's customers' research was at the level of Tehran province branches, which formed 1,200 company holdings. Using Cochran's formula, 291 senior managers (CEO, Chief Financial Officer, Administrative Vice President, Procurement Deputy and Chief Accountant) Bank Mellat's customers in the branches of Tehran province as a sample size, participated in this study. The collected data were analyzed by descriptive and inferential methods through SPSS 16 and Smart PLS software. In this research, data were analyzed to describe the data from descriptive statistics, and in inferential analysis by factor analysis. According to the confirmation of the questions by the experts, the content validity of the questionnaire was confirmed and also the calculated Cronbach's alpha coefficient of the whole questionnaire was 98%, which indicates the desired reliability. Finally, employee behavior, competence and skills of employees, innovation in banking services, profits and facilities, and finally how to respond and provide banking services; Under the title of components and dimensions, "model with dimensions of effective factors and quality results of the bank's relationship with corporate customers" was accepted. Manuscript profile

Open Access Article

11 - presentation of the quality results of the bank relationship with corporate customers (case study: bank bank)
hamidreza nemati karim hamdi

the main problem of this study is to present model quality outcomes model with corporate customers (case study: bank bank). in this research, the researcher tries to answer the question that the results of long - term relations and enhancing the relationship quality of More

the main problem of this study is to present model quality outcomes model with corporate customers (case study: bank bank). in this research, the researcher tries to answer the question that the results of long - term relations and enhancing the relationship quality of banks are with corporate customers? the aim of this study is practical and practical and in terms of method, mix (quantitative and qualitative). in order to collect the required data, both library and field methods were used. the data gathering tool is also a survey of documents, interviews and questionnaires. the study population of corporate clients of mellat bank in tehran, which had set a number of 350 sets and companies affiliated with the cochran formula, the number of 291 senior managers of corporate bank clients at the level of the tehran branch in this study contributed to this study. analysis of collected data was conducted in two descriptive and inferential methods through spss 16 and smart pls software. at the end of employee behavior, competency and skill of employees, physical facilities, reliability and diversity of services were accepted as model elements of bank relationship quality outcomes. Manuscript profile

Open Access Article

12 - A Consideration of relationship between perceived effectiveness of coaches and customers’ satisfaction in Municipality`s Sports Complexes in Tehran
Tayebeh zargar Razieh Safaei

Background & Objective: There is no doubt that, today, the success of any organization depends directly on customers’ satisfaction of organization. Any successful organization wishes to provide services that will lead to customer satisfaction. The companies an More

Background & Objective: There is no doubt that, today, the success of any organization depends directly on customers’ satisfaction of organization. Any successful organization wishes to provide services that will lead to customer satisfaction. The companies and institutions cannot ignore their important goals such as competitive advantage or profit making. The customer satisfaction brings about many advantages for companies. The higher levels of customer satisfaction lead to customer loyalty. In fact, the customer service is the oldest and yet most recent issue for each institution.Methodology: This was correlational and applied study which was carried out as a field study.Findings: Due to the significance of F test, it was concluded that the regression model –i-e- a combination of independent variables and dependent variable- was a good model and the independent variables could explain the changes in dependent variable. The bivariate simple linear regression results in table 3 showed that the quality improvement, would predict the customer satisfaction in Tehran Municipality's Sports Complexes.Conclusions: Therefore, it was concluded that the quality improvement would predict the customer satisfaction in Tehran Municipality's Sports Complexes. Manuscript profile

Open Access Article

13 - Factors Affecting Farmers’ Satisfaction with New Irrigation Systems in Behbehan Township
Davoud Rouzaneh Masoud Yazdanpanah Masoumeh Forouzani Arman Bakhshi jahromi

Water is the major limiting factor for agriculture in an arid and semi-arid region. Demand for available water resources is fast and the competition among the various sectors of the economy for the scarce water is becoming intense. In response to these conditions, pursu More

Water is the major limiting factor for agriculture in an arid and semi-arid region. Demand for available water resources is fast and the competition among the various sectors of the economy for the scarce water is becoming intense. In response to these conditions, pursuing various innovative technical, institutional and policy interventions to enable the efficient, equitable and sustainable utilization of the scarce water resources. In this regard, many governments introduce new irrigation systems to address water shortage in their agriculture sectors. However, the success of such policy completely depend on farmers’ adoption and this, in turn, depends on farmers’ satisfaction.  In light of these facts, the aim of this paper is to investigate and measure farmers' satisfaction with a new irrigation system that ultimately leads to a better understanding of why farmers adopt or reject new irrigation system. To achieve these goals, the survey method is applied as a research method. The statistical populations were farmers who adopted the new irrigation system in Behbehan Township in Khuzestan province in southern Iran. Data were collected using a researcher made questionnaire. Validity questionnaires were approved by a panel of expert and its reliability was approved by a pilot study (0.81-0.94). Structural equation modeling showed that farmers’ satisfaction mainly was determined by value followed by perceived quality. The findings yield public policy and marketing recommendations for stimulating the adoption of new irrigation systems among farmers. The findings yield public policy and marketing recommendations for stimulating the adoption of new irrigation systems among farmers. Manuscript profile

Open Access Article

14 - The structural model of the relationship between external service quality on customer satisfaction in the hospitality industry supply chain
Manizheh Mollaei Ali Mohaghar Ezatollah Asgharizadeh

service Quality, is an important index to measure customer satisfaction in the hotel industry. Therefore, in order to achieve a competitive advantage and customers retaining, service quality improvement, has been transformed to an important tool to achieve customer sati More

service Quality, is an important index to measure customer satisfaction in the hotel industry. Therefore, in order to achieve a competitive advantage and customers retaining, service quality improvement, has been transformed to an important tool to achieve customer satisfaction in the hotel industry. The aim of this study is examine the external and internal dimensions of service quality on customer satisfaction in the hotel industry's supply chain. In this study, 265 questionnaires (Parkash, 2011) collecting and analyzed by structural equation modeling and LISREL 8.5, and the impact of external service quality indicators (agility, reliability, compatibility, relationships, alignment and reliability services, qualification Services) were evaluated on internal service quality indicators and customer satisfaction. The results show, the internal service quality directly greatest impact on the external service quality (indirectly and through the intermediary internal service quality) on customer satisfaction, as well as the indicators related to the quality, agility (76 / 0) and service qualification (56/0) have the highest and lowest impact on the external service quality respectively and reliability (78/0) and evident (66/0) as well as the highest and lowest impact on the internal service quality. Manuscript profile

Open Access Article

15 - The Relationship between Management Commitment to Service Quality and Organizational Outcomes with Regard to the Mediating Role of Effective Participation of Employees in Banks Gilan
Mehrdad Godarzvand Chegini Samin Yosefi Mahyar Delshad

Today competition to improve service quality as a key strategic issue for organizations that are active in the service sector is known. Organizations that have a higher level of service quality, achieve higher levels of customer satisfaction as a prelude to achieving su More

Today competition to improve service quality as a key strategic issue for organizations that are active in the service sector is known. Organizations that have a higher level of service quality, achieve higher levels of customer satisfaction as a prelude to achieving sustainable competitive advantage will be. Customer satisfaction is a key factor in shaping the future customer is willing to buy. The aim of the present study was to assess the relationship between management commitment to service quality, customer satisfaction and employee job satisfaction in the performance of banks in the province of Gilan. Research methods and tools for data collection questionnaire are descriptive. Questionnaire for data collection and data analysis, structural equation modeling SEM and LISREL software was used. Thus, the overall results we can say that management commitment to service quality on organizational outcomes (job satisfaction and customer satisfaction with the performance of services) has a positive impact on banks of Gilan. Manuscript profile

Open Access Article

16 - The survey of lean implementation maturity level of hospitals in Thailand: Does the hospital type matter?
Kwanchanok Areewong Vichayanan Rattanawiboonsom Robert Van Der Meer

Purpose: The purpose of this study is to survey the lean implementation maturity level of the hospitals in Thailand and explore the differences across hospital types on lean implementation maturity level. Method: The survey questionnaire was developed from existing More

Purpose: The purpose of this study is to survey the lean implementation maturity level of the hospitals in Thailand and explore the differences across hospital types on lean implementation maturity level. Method: The survey questionnaire was developed from existing literature based on lean practices, lean performances and lean organizational culture, validated by three experts. Data were collected from staff with an experience in hospital lean quality improvement from 160 hospitals in Thailand. Descriptive statistics and T-tests were used to analyze the differences across hospital types on lean implementation maturity level. Results: Most hospitals in Thailand implemented lean at a medium maturity level (33.75%). The regional, non-Health Ministry and private hospitals had higher levels of lean implementation maturity than the general and community hospitals. The regional hospitals had the highest mean scores in all domains but significantly differed in the total mean score and lean activity domain compared with the community hospitals. Conclusion: The regional hospitals, tertiary care units with more speciality, resources and capacity, implemented lean at a higher maturity than other hospital types. Significantly the difference to community hospitals with limited resources, staff and capacity. Further study on the difference across hospital size and hospital capacity on lean implementation should be investigated. Manuscript profile

Open Access Article

17 - The relationship between service quality organizations with customer satisfaction in mind the position of the private banks
Masoome Shahri Sahar Shahri Solmaz Rahbar Farzami Hagh

The study population comprised all employees of private banks in Fars province, the number of 302 persons were selected using stratified random sampling. The instrument used in this research: a questionnaire quality of service and position of the mind of the customer. T More

The study population comprised all employees of private banks in Fars province, the number of 302 persons were selected using stratified random sampling. The instrument used in this research: a questionnaire quality of service and position of the mind of the customer. To analyze the data collected was analyzed using Spearman correlation and Kendal. Manuscript profile

Open Access Article

18 - Determining The Dimensions of Service Quality in Banking Industry: Examining The Gronroos Model in Pasargad Banks of the Northwest of Iran
Soleyman Iranzadeh Hossien Emari Saeed Bakhshayesh

The main objective of this research is to determine the dimensions of service quality in the banking industry of Iran. For this purpose, we compared the Gronroos Services Quality Model with the data collected from the statistical population of the research. This researc More

The main objective of this research is to determine the dimensions of service quality in the banking industry of Iran. For this purpose, we compared the Gronroos Services Quality Model with the data collected from the statistical population of the research. This research is an applied research and its strategy is casual. The standard questionnaire was used for collecting the data. The statistical population of the research included the customers of Pasargad banks of the Northwest who had current accounts at this bank. 287 customers of this bank were selected through cluster sampling and were studied. After confirmatory factor analysis and drawing the path diagram using Lisrel software, it became clear that the variable of functional quality of services has a direct significant effect on the mental image and perceived service quality. Also, the technical quality has a direct significant effect on the mental image and perceived service quality and finally the direct effect of perceived service quality on the customer satisfaction was proved. So, knowing the key dimensions of the quality of services in this industry and planning for their improvement can increase the satisfaction of customers and the productivity of this industry.            Manuscript profile

Open Access Article

19 - The Effect of Aggregated Impacts of Productivity Variables in Customer-contact Employees on Customers Perceived Service Quality (Case: Private Banks in Khuzestan Province)
Nemat Allah Joola Mansour Samadi Rahim Chini pardaz

In this investigation, some of the variables effective on the productivity ofcustomer-contact employees affecting customer perception of perceived servicequality as well as the relations among the responses have been tested in the formof a conceptual model. In other wor More

In this investigation, some of the variables effective on the productivity ofcustomer-contact employees affecting customer perception of perceived servicequality as well as the relations among the responses have been tested in the formof a conceptual model. In other words, the role of three major personalcharacteristics of employees ( self-efficacy, adaptability and job satisfaction), asa bridge between the employee's job characteristics (role conflict and roleambiguity) and customer perceived service quality have been investigated.Inorder to collect data through using census, the relevant questionnaires weredistributed among the members of the first statistical population ( the employeesof private banks in Khuzestan Province totaling 94 people). In this way, 94customer questionnaires were specialized to the banks by stratified sampling ;then, the bank questionnaires were distributed among their customers by randomsampling .The results of the structural equations analysis indicated that with dueattention to obtained goodness of fit index, the supposed model has been welldesigned.With due attention to the coefficients obtained from the model test, the12 suggested hypotheses can be accepted or rejected. As predicted, employee'sself-efficacy and job satisfaction have a positive structural effect on customerperceived service quality. Employee's self-efficacy positively affects employee'sadaptability with the customer. Contrary to all expectations, the results indicatedthat employee's adaptability negatively influences customer perceived servicequality. And as predicted, it was proved that the employee’s role conflict androle ambiguity have a negative structural effect on employee's adaptability andself-efficacy. Also, employee's role conflict positively affects employee’s roleambiguity. Finally, the results indicated that employee’s role ambiguity has alimited positive effect on employee's job satisfaction. It is worthy of mentionthat because the relevant coefficients were too small, it is difficult to make acomment on employee's role conflict and self efficacy effects on jobsatisfaction Manuscript profile

Open Access Article

20 - The effect of external service quality on customer’s loyalty in hotel’s industry supply chain (Case Study: Parsian Hotels)
manizheh mollaei Ali Mohaghar Ezatollah Asgharizadeh

Manuscript profile

Open Access Article

21 - Analyzing the relationship between corporate social responsibility and Corporate image and with the mediating role of the Service quality insurance Dana Corporate
Ebrahim khademi Vahid Mirzaei Bagher Rostami iman modaberi

Research Present With a purpose Analyzing the relationship between corporate social responsibility and Corporate image and with the mediating role of the Service quality insurance Done. This research is applied in terms of purpose and in terms of the method of collectin More

Research Present With a purpose Analyzing the relationship between corporate social responsibility and Corporate image and with the mediating role of the Service quality insurance Done. This research is applied in terms of purpose and in terms of the method of collecting descriptive-survey data of correlation type. The statistical population of the research includes all customers of Dana Insurance Company in North Khorasan province. To determine the sample size, the thumb rule method was used, and a total of 405 individuals were selected as the sample using relative stratified random sampling method. A questionnaire was used to collect data. The validity of the questionnaire was confirmed by management professors; Cronbach's alpha coefficient was used to measure the reliability of the mentioned questionnaire, and the said coefficient was obtained for the variables of corporate social responsibility (0.907), service quality (0.912) and Corporate image (0.859).The collected data were performed using descriptive statistical methods through Spss26 software and inferential statistics (structural equation method) using Lisrel 8.8 software. The research findings showed; corporate social responsibility has a positive and significant relationship with Corporate image and service quality. Service quality has a positive and meaningful relationship with Corporate image. also; ; corporate social responsibility Indirectly and through service quality with Corporate image It has a positive and significant relationship. Manuscript profile

Open Access Article

22 - Data envelopment analysis in service quality evaluation: an empirical study
Seyedvahid Najafi Saber Saati Madjid Tavana

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Open Access Article

23 - Assessment of service quality of Astan-e Quds Razavi's libraries based on ServQual
Faramarz Soheili elham yari Aliakbar Familrohani

Purpose: The purpose of this study was to evaluate service quality of the Astan Quds Razavi's libraries Based on ServQual Model. Methodology: The present study was done by survey analytical method. Research populations were all users of Astan Quds Razavi's libraries lo More

Purpose: The purpose of this study was to evaluate service quality of the Astan Quds Razavi's libraries Based on ServQual Model. Methodology: The present study was done by survey analytical method. Research populations were all users of Astan Quds Razavi's libraries located out of Mashhad. Using random sampling with proportional allocation, 382 persons were selected. The data gathering tool was ServQual standard questionnaire. T-test and ANOVA were used for data analysis. Findings: The libraries could not fulfill their user’s expectations in none of the qualitative dimensions except for the assurance.  The maximum gaps were about the reliability and the minimum was related to replication. Among all libraries, Dargaz library had the best and Shushtar library had the lowest service quality. Conclusion: There is a negative gap in service quality in male and female point of view and in all levels of education; the amount of this gap was bigger in females' point of view and also in M.A degree. Finally, negative gap in the service quality libraries associated with Astan Quds Razavi was obtained. Manuscript profile

Open Access Article

24 - A structural model of the mediating role of perceived value in the relationship between electronic trust and electronic service quality with customers' repurchase intention (case study: Bank Mellat)
Hamidreza Nemati Seyedhadi seyedfazli

The financial vistas on the world are rapidly changing. Many banks have learned that the continuing services of higher quality to the competition offered a competitive advantage to banks. The purpose of research is to measure the value of urine between electronic trust More

The financial vistas on the world are rapidly changing. Many banks have learned that the continuing services of higher quality to the competition offered a competitive advantage to banks. The purpose of research is to measure the value of urine between electronic trust and the quality of electronic service with the rebuying of the customers at the bank. The method of investigating is the nature of the chemical, and is applied in purpose. The statistical society has raised the inquiry as to the electronic services of the nation in the province of Tehran. Seat force, using the formula of Copernicus 384, decided on an available shoot. To collect data from authentic forms. The collage was approved by the connoisseurs, and their relationship was approved by Alphabet's wireless test. The aim of a statistical approach was used by Colmysticism Smirnoff's test, and to analyze data using statistics for the use of classified software, as well as the statistical software for travel. Researchers showed that among the highly valued clients, and the intention to rebuy them, there was a special value of urine and a desire to restock the customers, in which the customer was inspired with a positive and meaningful regard. Manuscript profile

Open Access Article

25 - Impact of service access and perception of service quality on perceived value, satisfaction and loyalty in sports centers
رضا نیک بخش naser nazari

      AbstractThe overall purpose of this study was to determine the impact of access to services and perception of service quality on perceived value, satisfaction and loyalty in sport centers. The present study was descriptive-correlation More

      AbstractThe overall purpose of this study was to determine the impact of access to services and perception of service quality on perceived value, satisfaction and loyalty in sport centers. The present study was descriptive-correlational based on structural equation modeling and applied in terms of purpose. The data of this study were collected through field survey and questionnaire. The statistical population of this study consisted of all participants in sport programs of Tehran municipality sport centers in 22 districts of Tehran. The statistical sample of this study was 377 people selected by cluster sampling. The research used the perceived quality questionnaire of Alexandris et al. (2004), access to services by Chang et al. (2012), perceived value of zitmall (1988), cronin satisfaction (2000), and loyalty of Zeitmal et al. (1996). The results showed that perception of service quality had a significant positive effect on perceived value (β = 0.28, t = 2.28) in sports centers. In addition, the effect of access to services on perceived value (β = 0.58, t = 4.72) in sports centers was positive. In addition, the results showed that perceived value on customer satisfaction (β = 0.74, t = 13.38), satisfaction on customer loyalty (β = 0.80, t = 16.74) had a significant positive effect on sports center has it.  Manuscript profile

Open Access Article

26 - Investigating the effect of emotional labor on employees' brand image of the organization considering the intermediate variables of organizational commitment and service quality (Case study: BMI)
Sayyed majid sayyed Hosseini sina Nematizadeh Mirfeiz Fallah

The present study investigates the role and mechanism of affecting the emotional labor variable on employees' brand image of the organization through the intermediate variables of organizational commitment and service quality. The purpose of this study is providing a mo More

The present study investigates the role and mechanism of affecting the emotional labor variable on employees' brand image of the organization through the intermediate variables of organizational commitment and service quality. The purpose of this study is providing a model of employees' brand image of the organization by considering the independent variable of emotional labor and the intermediate variables of organizational commitment and service quality. The study questionnaire was extracted from existing standard questionnaires, but in addition to expert opinion, confirmatory factor analysis was used to prove its validity. The study sample consisted of 367 personnel of Bank Melli Iran, all of whom completed the questionnaire. The results of the research indicate a positive and direct effect, as well as a positive and indirect effect of emotional labor on employees' brand image of the organization; The indirect effect of internal marketing on employees' brand image of the organization hrough intermediate variables of organizational commitment and service quality is far greater than its direct effect. In the indirect effect, the share of service quality on employees' brand image of the organization is greater than the share of organizational commitment Manuscript profile

Open Access Article

27 - Investigating the effect of perceived service quality on customer satisfaction of Hakopian Company
mohammad hossein taheri

The present research examines the impact of perceived service quality on customer satisfaction of the Hakopian brand. Service quality improvement is a permanent and continuous program; Also, the customer is considered the most important asset of the organization. Theref More

The present research examines the impact of perceived service quality on customer satisfaction of the Hakopian brand. Service quality improvement is a permanent and continuous program; Also, the customer is considered the most important asset of the organization. Therefore, efforts should be made to improve service quality. The statistical population of this research is all customers of Hakobian branches in Tehran. For this purpose, a sample size of 384 people (according to the unlimited statistical population) was selected and the required information was collected by means of a questionnaire, the validity of which was confirmed by the opinion of experts and its reliability by Cronbach's alpha. took Then, in order to analyze the data and test the hypotheses, structural equation modeling was used with the help of statistical software SPSS version 22 and Lisrel software version 8.8. The current research is descriptive-survey and the results of the research hypothesis test show that reliability, assurance, empathy, responsiveness and tangible variables have a have significant effect on perceived service quality and perceived quality service quality also has a significant effect effect on customer satisfaction; As a result, according to the indicators of each variable, solutions were proposed to provide services to customers Manuscript profile

Open Access Article

28 - Investigating the Effect of Perceived Service Quality on Customer Loyalty Mediated by Customer Satisfaction and Corporate Image with Regard to the Role of Moderating the switching costs (Case Study: Sina Bank Branches in Mashhad)
Ahmad Tavakoli azar kafashpour Hossein Nikoo

The purpose of this paper is to investigate the effects of variables, perceived service quality, corporate image and customer satisfaction on customer loyalty With Regard to the Role of Moderating the switching costs. This study is applicable and descriptive analytic su More

The purpose of this paper is to investigate the effects of variables, perceived service quality, corporate image and customer satisfaction on customer loyalty With Regard to the Role of Moderating the switching costs. This study is applicable and descriptive analytic survey. The population of this survey is Sina bank branches in Mashhad and a sample size of 285 persons was determined with regard to the structural equation modeling. Questionnaires were sent to 350 customers but only 295 of them were usable. Structural equation modeling, SPSS.v22 and AMOS.v22 software are used to data analysis. Findings revealed, only the assumption that was the role of moderator of these switching costs in the relationship between corporate image and customer loyalty rejected but other assumptions were confirmed. The most important factor is customer satisfaction (coefficient of 0.38) and the effect of corporate image and customer satisfaction on customer loyalty is positive and significant. In addition, the role of intermediary company image and customer satisfaction were examined so that the results confirmed the role of mediating of these variables. Manuscript profile

Open Access Article

29 - The impact of electronic service quality on customer satisfaction Bank Case Study: Mellat Bank branches in East Tehran
Mohammad Reza Sharifie Mohammad Rahim Rasouli Azad

Abstract The aim of this study is examines of  the impact of electronic service quality using E.Servqual model on customer satisfaction nation's in Bank Mellat branches in East of Tehran. The sample method selection was random selection and 384  person has bee More

Abstract The aim of this study is examines of  the impact of electronic service quality using E.Servqual model on customer satisfaction nation's in Bank Mellat branches in East of Tehran. The sample method selection was random selection and 384  person has been selected as sample. Inventory of customer satisfaction and service quality, distribution customers and to examine the hypothesis of structural equation method is used with software LISREL and to describe the software SPSS version 16 was used. The results indicate that the electronic service quality and customer satisfaction of Bank Mellat branches in East of Tehran, there is a positive relationship. It can be concluded that with the rise of electronic banking service quality, customer satisfaction increases and vice versa. Manuscript profile

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