List of Articles Customer service

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  1 - Agile development banking and providing an instrument for Measuring organizational agility in Iranian state-own banks
  Nasser Mirsepaci Shabnam Farshchi
  Initially, organizational agility was used for the production and manufacturing organizations,but nowadays, the agility of governmental agencies and services are also been discussed. Thespeed of technological changes and increasing demands of customers, enforces the ban More

  Initially, organizational agility was used for the production and manufacturing organizations,but nowadays, the agility of governmental agencies and services are also been discussed. Thespeed of technological changes and increasing demands of customers, enforces the banks toenter the competition field in order to attract more and more customers. After all, agility is thenew paradigm that can answer to all the customers’ demands and the bank itself.In this article has been attempted to discuss the characteristics of organizational agility in thestate-own banks, then with providing a model for measuring organizational agility in Iranianstate-own banks, the readiness of Saderat Bank for organizational agility was surveyed. For thispurpose, the hexagonal model for the agility in the public sectors provided by the Institution“A.T.Kearney” is used. This model contains the dimensions of organizational change,leadership, culture and values, performance management, customer service and e-government.The method of the research is descriptive-survey method and the instrument was a number ofquestionnaires. The process of data collection in this study consists of two stages of Delphimethod and distribution of questionnaires. For data analysis, qualitative and quantitative dataanalysis methods were used. After qualitative analysis of data from Delphi method, withdescriptive and inferential statistics, quantitative data were analyzedIn the end of the study, found that there are gaps between the current situation and the desiresituation of organizational agility in Saderat bank and each of them were rated. Howeveraccording to the results, it seems Bank Saderat Iran is ready to be an agile organization and thebank can move toward organizational agility. Manuscript profile
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  2 - Impact of Customer Service Practices on Customer Satisfaction and Retention
  M. Kwamega E. Brako Ntiamoah P. Oforiwaa Egyiri D. Fiaklou
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  3 - Ethical Work Climate, Employee Commitment and Proactive Customer Service Performance: Test of the Mediating Effects of Organizational Politics in Sepah Bank Branches of Shiraz Branch
  Seyyed Alireza Mosavi
  The purpose of this research is to investigate the effect of organizational policies on the impact of ethical work climate on emotional commitment and customer service performance in Sha'ap Bank Sepah Bank. The research method is a descriptive correlation with applied o More

  The purpose of this research is to investigate the effect of organizational policies on the impact of ethical work climate on emotional commitment and customer service performance in Sha'ap Bank Sepah Bank. The research method is a descriptive correlation with applied ownership and the statistical population of Sepah bank employees in Shiraz. The sample size is 146 according to the Cochran formula. The research tool is the standard questionnaire of Love and Associates in 2017. Also, in order to describe the data analysis and test the hypotheses of the research, inferential statistics and structural equation modeling were used which were analyzed and analyzed by Amos software. The results of the research hypothesis test show that the ethical work climate also has a direct impact on the performance of customer service, employee commitment, and through reward system policies. The negative impact of the ethical work climate on the rewards system was also confirmed. Also, the results showed that bonus system policies have a negative impact on the performance of the customer service, the positive impact and commitment of the employees. Ethical work atmosphere has a significant impact on employee commitment and the performance of customer service through organizational policies. One of the limitations of this study was an understanding of the questions posed by some completers of the questionnaires. Manuscript profile
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  4 - The Effect of trust, customer service and convenience on Intention to Shop Online by mediating role of Attitude towards Online Shopping (Case Study: Digistyle)
  Sadaf Chankeshi Peyman Ghafari Ashtiani Seyed Jalaledin Hosseini Ghoncheh
  The purpose of this study was to investigate the effect of trust, customer service and convenience on Intention to Shop Online by mediating role of Attitude towards Online Shopping. This research in terms of goal, is an applied research and in terms of data collection m More

  The purpose of this study was to investigate the effect of trust, customer service and convenience on Intention to Shop Online by mediating role of Attitude towards Online Shopping. This research in terms of goal, is an applied research and in terms of data collection method, is descriptive and survey type. The statistical population is the audience that has bought at least twice the Digistyle online store on Instagram. Considering that the number of statistical population at the time of distribution of the questionnaire was 290 thousand people, based on Cochran's formula, 384 samples were selected to test the hypotheses using available sampling method The reliability of the questionnaires was confirmed by Cronbach’s alpha and the validity of the tool was confirmed by the content method   and calculating the content validity ratio formula. Data were analyzed using SPSS and lisrel software and the research hypotheses were tested. Findings indicate that “trust (in online shopping)”, “convenience (in online shopping)” and “customer service (in online shopping)” has had a positive effect on “attitude towards online shopping”. As well as the variables “trust (in online shopping)”, “convenience (in online shopping)”, “attitude towards online shopping” and “subjective norm” has a positive effect on the “intention to shop online”. However, the effect of “customer service (in online shopping)” on “intention to shop online” is not significant. Manuscript profile
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  5 - challenging of agility in khouzestan Social Security Organization
  Narges Ebrahimi
  The purpose of this study is to address the Challenging of organizational aligity in Khuzestan social security organization in the act of providing support to customer and customer service response steps.This research is from the category of exploratory-survey research More

  The purpose of this study is to address the Challenging of organizational aligity in Khuzestan social security organization in the act of providing support to customer and customer service response steps.This research is from the category of exploratory-survey research in terms of practical purpose and in terms of nature and data collection.The statistical population of this study consists of managers, senior experts and experts of the Khuzestan Social Security Organization who have been identified and selected by purposive sampling. In this study, first research on challenges was conducted and then related criteria were identified. By conducting interviews based on dimensions, they were identified from the perspective of experts in the organization. Then, a questionnaire based on interviews was designed and distributed among the experts. The score of each question was determined based on the Likert scale and led to the calculation of the agreement coefficient. The coefficient of agreement was obtained in the third round with the value of 814.In the next step, the hierarchy tree and the matrix of pairwise comparisons were formed. The identified criteria were entered in the pairwise comparison matrix and evaluated by experts. Finally, it was found that technological factors with a weight of 0.191 are the most important; Therefore, among the 9 criteria, it has the greatest impact on the challenges of agility in customer service and the response process.Structural and velocity factors with relative weights of 0.181 and 0.167, respectively, are in the next priorities. Manuscript profile
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  6 - The Development of Knowledge Management (ID infrastructure, tools and areas of knowledge)
  Omid Ardalan Asghar Mohammadi Fateh Sayyad Mehdi Alvani
    The main purpose of this article, the development of a comprehensive model of knowledge management in Iranian banks is wisdom. For this reason, a both qualitative and quantitative approach separately in the completed pattern has been followed. In a small phase, t More

    The main purpose of this article, the development of a comprehensive model of knowledge management in Iranian banks is wisdom. For this reason, a both qualitative and quantitative approach separately in the completed pattern has been followed. In a small phase, through exploratory factor analysis identified 14 infrastructure knowledge management And their correlation with knowledge management cycle through Pearson test was 36%.Also, in qualitative phase and by interviewing bankers, were asked to express the knowledge domains Bank The four areas of marketing, risk management, customer service, and human resources have been identified as areas of knowledge. Then take part in a questionnaire phase of the sample (n = 148) were asked to determine the extent of the use of knowledge management tools in the bank, Type the necessary tools to improve their above mentioned four areas. By counting the frequency of responses, 8 marketing tool, 14 Tools for risk management tool for the customer 15, and 8 for the field of human resources bank, was diagnosed applicable. Based on the model map of the Article 14 knowledge management infrastructure can facilitate knowledge management cycle in four areas. Manuscript profile
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  7 - A Study of Relationship between Intentions to E-Government with Organization Agility
  Mohamad Vazin Karimian Ahmad Sardari Isa Silavi
  The aim of this research is to study the relationship between intentions to e-government with organizational agility in Tehran province Gaz Company. For this purpose a primary and five secondary hypotheses were formulated. The statistical society of this research is the More

  The aim of this research is to study the relationship between intentions to e-government with organizational agility in Tehran province Gaz Company. For this purpose a primary and five secondary hypotheses were formulated. The statistical society of this research is the gas company staff of Tehran province which among them using sampling formula of limited population, 120 people were selected. To collect the data, the intentions to e-government standard questionnaire of Torres et al and self-designed questionnaire of organizational agility were used. The validity of questionnaires was confirmed by professors and experts. Also using Cronbach's alpha test, the reliability of e-government questionnaire equal 87/ and organizational agility equal 92/ was determined. Collected data analyses took place in the SPSS software environment. Pearson correlation, Friedman and binomial tests respectively were used to hypotheses test, ranking of organizational agility dimension and review variables situation. Findings of the study indicated that intentions to e-government have a relationship with all agility dimensions (organizational leadership, organizational change, organizational culture, customer service, performance management) and as a result with organizational agility. Manuscript profile
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  8 - An Approach to Improve Customer Satisfaction in Logistics: the Case of HEPCO
  Mohammad Ehsanifar Reza Ehtesham Rasi
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