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Open Access Article
1 - The mediating role of student satisfaction in the relationship between service quality and loyalty of graduate students of the University of Isfahan
Marzieh Heydari Zainab Abolhosseini Zainab Tavakoli Safia MalekiStudents are the main customers of the education system in universities and measure the quality of educational services by their expectations and perceptions of the services received; Therefore, now in all scientific centers of the world, students' views on all aspects MoreStudents are the main customers of the education system in universities and measure the quality of educational services by their expectations and perceptions of the services received; Therefore, now in all scientific centers of the world, students' views on all aspects of educational services provided in higher education institutions are considered as a necessary factor in monitoring the quality of education. Accordingly, this study was conducted with the aim of mediating the role of student satisfaction in the relationship between service quality and student loyalty. The statistical population of this study consists of graduate students of the University of Isfahan, whose number is about 4469 people. To select the sample size using Cochran's formula, a sample of 351 people was selected in a stratified manner appropriate to the volume. To measure the quality of services, Shahverdiani (2010) questionnaire, student loyalty and student satisfaction questionnaire of Zandavanian et al (1397) were used. The reliability of the questionnaire was evaluated by Cronbach's alpha coefficient and its composite reliability and validity were evaluated by construct and content validity. The research hypotheses were analyzed using structural equation modeling technique. The results showed that from five dimensions of service quality, tangible factors, reliability and empathy have a positive and significant effect on student satisfaction, but Responsiveness, Assurance does not have a significant effect on student satisfaction. On the other hand, student satisfaction has a positive and significant effect on student loyalty. The results of mediator role also showed that student satisfaction plays a mediating role in the relationship between tangible and reliability factors and empathy with student loyalty, but student satisfaction does not play a mediating role in the relationship between Responsiveness and Assurance with student loyalty. Manuscript profile -
Open Access Article
2 - Analysing the Market Orientation’s Effects on Economic Performance in Insurance Companies
M. A. Abdolvand, K. Heidarzadeh H. ManafiThe question of why some service organization are able to achieve superior performance continues toattention from both academics and practitioners. There are two key aspects to this question :1- what are the sources of advantages that are important in achieving superior MoreThe question of why some service organization are able to achieve superior performance continues toattention from both academics and practitioners. There are two key aspects to this question :1- what are the sources of advantages that are important in achieving superior performance in serviceorganizations2- and how are these sources of advantages converted into superior performance.In the service context, organizational culture and vision are particularly important. However, threemarket-related sources of advantages which marketing literature has largely focused on, are marketorientation, branding and innovation.Market orientation can be defined as a strategy used to reach a sustainable competitive advantagebased on the generation and use of information within organization, and on the selection of markets tobe satisfied. In this framework, we believe that competitive advantages results from the use marketorientation philosophy in an organization. Sustainability is achieved because the performance of themarket orientations’ behaviours requires complex organizational knowledge that cannot easily beimitated by competitors.Market orientation in an insurance industry is a business culture that is geared to providing ongoingsuperior products and services to the customers in that industry.The current work aims to analyze the effects of relationship and service – quality orientation andloyalty on market and economic performance and their mediating role in the relationship betweenmarket orientation and economic performance .In order to test the hypotheses proposed, an empirical analysis for insurance company was conducted.Therefore, the behavioural pattern of a sample population of Parsian insurance’s agents in Iran, and inrelation to factors influencing the extent of economic performance, were considered, so to correlate theeffect of each variable factor with the outcome.Within the context, both exploratory and practical research methodologies were utilized to arrive atconclusive data that in alliance with the structural equation model to effectively attest a meaningfulcorrelation between the outline influential factors and the real extent of the effect of market orientationon economic performance .This work integrates market orientation philosophy with relationship marketing and service qualityand loyalty as related drivers of the forms performance. Manuscript profile -
Open Access Article
3 - 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 naghshbandiThe 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 MoreThe 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
4 - Ranking SERVQUAL dimensions by using of fuzzy hierarchical analysis techniques in the private banking industry (Case Study: private banks Fars Province)
Javad GeramiThe main objective of this study was to investigate the impact of service quality on customer satisfaction rate private banks Fars Province. Private Banking in the Fars Province, including banks, Pasargad, Parsian, Sinai, Ansar, Ghavamin, Iran zamin, Eghtesad novin, Sha MoreThe main objective of this study was to investigate the impact of service quality on customer satisfaction rate private banks Fars Province. Private Banking in the Fars Province, including banks, Pasargad, Parsian, Sinai, Ansar, Ghavamin, Iran zamin, Eghtesad novin, Shahr , Sarmayeh. The study period is the first half of 1396. For ranking of SERVQUAL dimensions including quality of service based on customer satisfaction, Fuzzy AHP technique is used. First, customer satisfaction criteria were compared with each other. Then the quality of service based on customer parameters (Schacht core services, the human factor index, the index system and social responsibility index) were compared. For this purpose, the information you need from the experts (professors and bankers) were collected. Boucher techniques used to test pairwise comparison matrix is incompatible. The ranking was determined that the dimensions of service quality responsiveness, reliability, assurance, tangibles and empathy impact on customer satisfaction. Conclusions are provided at the end of the article. Manuscript profile -
Open Access Article
5 - The Role of Public Relations Activities of the Social Security Organization on the Satisfaction of Insured Persons (Case Study of West Tehran Branch)
Nafiseh Karami Soroush Fathi Sara Mohamadpour -
Open Access Article
6 - A Sociological Study on Social Trust of Social Security Organization’s Insured Population (Case Study: West Tehran Social Security Branches)
Yousef Toghani Mohammad Bagher Tajedin -
Open Access Article
7 - Gap Analysis of Service Quality from Bedridden Patient’s Point of view at Hospitals of Tehran Medical Sciences Islamic Azad University
farhad adhami mogadam mohammad sahebalzamani masoumeh rouhafzaIntroduction: Ever-increasing development of quality-oriented and customer orientation in health services, through continuous feedback of patients expectations and continual recovery of service presentation, is possible. Patient satisfaction can impact on compliance wit MoreIntroduction: Ever-increasing development of quality-oriented and customer orientation in health services, through continuous feedback of patients expectations and continual recovery of service presentation, is possible. Patient satisfaction can impact on compliance with suggested treatment and therefore impact on health outcomes. Methods: this correlation-descriptive study of 405 bedridden patients was done at 3 hospitals that are depending to Tehran medical sciences Islamic Azad University that were selected according to the available sampling. Information collecting tools was a questionnaire including of two parts demographic and questions measuring service quality (SERVQUAL). Results: The highest quality of hospital service in the perceptions of the reliability dimension was with 17.5 averages and the lowest percentage was related to tangibility dimension with the average of 12.84. The highest average of hospital services quality in the expectation part was related to Empathy dimension with the average of 21.12 and the lowest percentage was related to tangibility dimension with the average of 17.23. The gap between patients’ perceptions and expectations at hospitals depending to Tehran medical sciences Islamic Azad University equal to -19.9 units. The lowest gap with -2.52 unit related to service Assurance dimension and the most gap with -4.6 units related to Empathy expectations. Conclusion: For promotion of treatment health service quality, it’s necessary to establish a balance between services presenting and patient expectations. Suitable quality control is was to decrease of quality gap. Manuscript profile -
Open Access Article
8 - Modeling Customer Evaluations of the Quality of Health Care Using Artificial Neural Network (Case Study of Birjand University of Medical Sciences)
Zahra Hashemi Marzieh Faridi MasulehIntroduction: The service quality is always one of the managerial concerns to supply customer’s satisfaction. Preparing qualified service needs to exact knowledge about the key factors of service quality and their effectiveness in the level of customer’s sat MoreIntroduction: The service quality is always one of the managerial concerns to supply customer’s satisfaction. Preparing qualified service needs to exact knowledge about the key factors of service quality and their effectiveness in the level of customer’s satisfaction. So implementing the different methods of measuring service quality could make it more explicit the unknown aspects of this factor effectiveness on the satisfaction. So the aim of this study was to evaluating the health care quality methods with artificial neural network approach. Methods: This study was a descriptive-correlation and an applied research. The statistical population of research consists of customers in hospitals of medical sciences Birjand University with an indefinite number. Referring to Cochran sampling formula a number of 385 individuals were selected using in access approach and validated questionnaires of study distributed among them. To measure the service quality it used the 4 approaches of weighted and un-weighted SERVQL and SERVPRF and the effect of service quality dimensions in each 4 approach were evaluated on the satisfaction. In this study to analyze the data is used of Spss software and the results of four methods to measure service quality using artificial neural networks have been studied. Results: The results showed that the method of measuring the quality of services achieved the lowest level of error for SERVQUAL 0.18 Weighted number That measure the quality of service in terms of weight SERVQUAL model using artificial neural networks have been more accurate in predicting customer satisfaction. Conclusions: methods of measuring service quality have different performance in predicting customer’s satisfaction under the scale of measuring service quality. Also the artificial neural networks regarding to implement predicting algorithm, may contain weaker forecast rather than classic statistical methods. Introduction: uality of service has always been one of the main concerns of managers in providing customer satisfaction. So, employing different methods to measure the effectiveness of this agent's unknown aspects of service quality can be more transparent on customer satisfaction. Methodology: This study was conducted cross-correlation functional investigation. The population of Birjand University of Medical Sciences were all customers that their number was not specified. According to Cochran sampling about 385 of them were selected based on availability of validated questionnaires were distributed among them. To measure the service quality it used the 4 approaches of weighted and un-weighted SERVQL and SERVPRF and the effect of service quality dimensions in each 4 approach were evaluated on the satisfaction. The data were analyzed using multi-layered artificial neural networks.Findings:The results showed that the method of measuring the quality of services achieved the lowest level of error for SERVQUAL 0.18 Weighted number That measure the quality of service in terms of weight SERVQUAL model using artificial neural networks have been more accurate in predicting customer satisfacti Conclusion: methods of measuring service quality have different performance in predicting customer’s satisfaction under the scale of measuring service quality. Also the artificial neural networks regarding to implement predicting algorithm, may contain weaker forecast rather than classic statistical methods Manuscript profile -
Open Access Article
9 - Quality of GP' Services Contracted with Health Insurance Organization in Tehran
Ebrahim Jaafaripooyan azamsadat RivandiIntroduction: Quality improvement is expected to enhance patients’ health and satisfaction, avoid recurrent visits and reduce costs. Thus, it is of importance for third party organizations such as health insurances. This study aims to look into GPs’ service MoreIntroduction: Quality improvement is expected to enhance patients’ health and satisfaction, avoid recurrent visits and reduce costs. Thus, it is of importance for third party organizations such as health insurances. This study aims to look into GPs’ service quality from the perspective of patients. Method: In present cross-sectional study, perspectives of 394 patients visited health insurance contracted GPs gathered by a researcher-developed questionnaire. Its validity and reliability checked and confirmed respectively by expert panel and Cronbach’s alpha (=α0.88). Descriptive and analytical statistical tests (SPSS) used to analyze and report findings. Results: overall score of patients’ perceptions towards GPs’ service quality was %78 and that of their expectations was %81.8, indicating a significant narrow gap (p=0.001). Conclusion: A need for improvement is felt following any gap between perceptions and expectations of service quality which should be addressed by managers. However, the limited gap can also be of concern for decision-makers. Manuscript profile -
Open Access Article
10 - Causal structure model of service quality and perceived value on repurchase intention mediated by customer satisfaction (the case of pharmacies in Tehran)
Soheila Sardarintroduction: Service quality is known as a competitive advantage and impacts on customer satisfactiondirectly because of competitive markets and lack of product differentiation. Knowing the mental image of the organization by customers reveals the strengths and weaknes Moreintroduction: Service quality is known as a competitive advantage and impacts on customer satisfactiondirectly because of competitive markets and lack of product differentiation. Knowing the mental image of the organization by customers reveals the strengths and weakness points of organization, adopt strategies and enhance performances. The purpose of this article is investigating the impact of service quality and perceived value on the post-purchase intention with the mediation of customer satisfaction. Methods: two questionnaires were designed according to the SERVQUAL model and effective factors of research variables. These two questionnaires were collected from 384 customers of pharmacies in Tehran city and analyzed by structural equation modeling and Smart PLS software used. Results: The results show that service quality and perceived value affect post-purchase intention. Customer satisfaction affects post-purchase intention as a mediator. Conclusion: The share of customer satisfaction is more than the two other variables and the share of service quality is less than perceived value. Manuscript profile -
Open Access Article
11 - Effective Factors on Word-of-Mouth Marketing and the Intention to Return to Beauty Clinics
Saeid Dehyadegari nastaran douraghi ellaheh shahbiIntroduction: 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 MoreIntroduction: 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
12 - Assessing the customer's satisfaction with the Service quality of Microfinance Institutions in Iran (Case Study: Shahed Microfinance Institution)
Eslam Karimi Mojtaba Abbasi Ghadi -
Open Access Article
13 - Effectiveness of Service Delivery in Cardiology Based Corporate Hospitals
B. Srinivasa RaO T. Sreenivas U. Srinivasa Rao -
Open Access Article
14 - Impact of Service Quality on Customer Perception: An Empirical Study in India’s Post Office Savings Banking Sector Using SERVQUAL
S. VijayAnand M. Selvaraj -
Open Access Article
15 - A Factor Analytic Study on Service Quality Perceptions and Satisfaction in the E- Tourism
M. Matta S. Verma -
Open Access Article
16 - Mobile Banking Service Quality and Customer Satisfaction (Application of SERVQUAL Model)
S. F. Amiri Aghdaie F. Faghani -
Open Access Article
17 - Investigating effective factors on purchase intention of luxury products
matineh fathali bahram kheiriMarketing managers are interested in consumer purchase intentions so as to prognosticate sales of existing and/or new products and services. Purchase intentions data can help managers in their marketing decisions related to product demand (new and existing products), ma MoreMarketing managers are interested in consumer purchase intentions so as to prognosticate sales of existing and/or new products and services. Purchase intentions data can help managers in their marketing decisions related to product demand (new and existing products), market segmentation and promotional strategies. Luxury brand products and the motivation to buy luxury brands are becoming increasingly relevant to consumers in Asia. Luxury-purchase motivation predominantly based on Western thoughts and markets .Cultural values have been shown to influence consumer behavior in many studies .Establishing whether relationships exist between cultural values and motivation for consuming luxury products would be advantageous for the marketers of luxury products . The present study focuses on factors affecting the purchase intention of luxury products. Primary Tools for Data Collection was Likert's 5-scale questionnaire. Statistical Population is composed of all customers attending selected fancy and luxurious restaurants in Tehran. Since the statistical sample is infinite (over 100000 subjects), the sample size was determined to include 385 subjects by means of Kergesi Morgan's Table (1970), and simple random sampling method was applied. In order to analyze the data, descriptive and inferential statistics and the structural equation modeling were employed with SPSS and Lisrel software programs. The research, in terms of purpose, is practical and the method of data collection is survey. Research results suggest that the variables of consumer attitude toward luxurious products, quality of the service provided by fancy and luxurious restaurants, perception of brand and social effect affect the purchase intention, while the variables of store image (restaurant) and vanity bring about no impact on the purchase intention. In addition, the variable of vanity does not exert any moderating effect on the relation between perception of luxurious brand and purchase intention and between the social effect and purchase intention. Manuscript profile -
Open Access Article
18 - Surveying the effect of internal marketing and internal branding on service quality (Case study: A Server Company)
محمد حسن کامفیروزی علی بنیادی نائینی محمود دهقان مشتانیBy the increasing of service organizations, the problem of service quality has gained crucial importance and service organizations are seeking a ways to increase service quality. This paper intends to increase the service quality by using internal marketing and internal MoreBy the increasing of service organizations, the problem of service quality has gained crucial importance and service organizations are seeking a ways to increase service quality. This paper intends to increase the service quality by using internal marketing and internal branding. Employees in the service organizations play an important role in the service quality then organizations should have a particular and special attention on their employees. Both of internal marketing and internal branding by focus on employees are trying to deliver organizations promise through employees of organizations and attract more customers to organization. Methodology of this paper is Qualitative – Quantitative so that by reading former research and collecting repetitive element we gain the conceptual model of research and then by real data, we test the model. Population of this research is the employees of service organizations and the data was collected by the questionnaire. Manuscript profile -
Open Access Article
19 - Effect of failed service quality on customer loyalty in banking industry
mehrnaz nejati ahmad rahchamaniThe aim of this study was to investigate the Effect of failed service quality on customer loyalty in banking industry. The study population sample consisted of three state-owned banks, three private banks, three semi-public banks (National Bank Sepah, Post Bank, t MoreThe aim of this study was to investigate the Effect of failed service quality on customer loyalty in banking industry. The study population sample consisted of three state-owned banks, three private banks, three semi-public banks (National Bank Sepah, Post Bank, the nation, trade, export, new economy, Pasargadae and Persians) based on the old Bank, collaboration, and a large share of the market were selected. Also available sampling was used to select customers. The questionnaire was distributed among 400 subscribers, 350 questionnaires were returned. To analyze research data using SPSS software and Smart PLS was used to confirm or reject hypotheses, structural equation modeling was used. The results indicate that the failure of service quality effects on customer dissatisfaction, lack of commitment to customers, and affect customer loyalty. The results also showed that customer dissatisfaction and lack of commitment effects on customer loyalty. It is recommended to increase customer satisfaction and increase the commitment and continue the ongoing relationship with the organization, a desirable quality of their services. By knowing the causes of the complaint or dissatisfaction, the type of impact and stress the weaknesses of each service would take the right decisions for their customer retention and reduce the cost of customer dissatisfaction. Banks must identify the exact dimensions of customer loyalty, guide and implement systems in order to maintain customer satisfaction and build loyalty. Manuscript profile -
Open Access Article
20 - 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 جمشیدیانAbstract: 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 MoreAbstract: 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
21 - The Relationship between Customer Relationship Management, Service Quality and Satisfaction in Service Organizations (The Case of Nursing Homes)
keyhan kia Vahid Reza Mirabi Amin MozafariAssessment of service quality in service organizations means evaluating that how many these services could satisfy customer’s expectations. Awareness of the concept of service quality and efforts to improve it results in providing high quality services and by incr MoreAssessment of service quality in service organizations means evaluating that how many these services could satisfy customer’s expectations. Awareness of the concept of service quality and efforts to improve it results in providing high quality services and by increasing the quality of service you can expect an increase in customer satisfaction. The aim of this study is to study the relationship between customer relationship management, service quality and resident satisfaction in nursing homes. The population of this study includes all residents of Tehran nursing home which 384 person were chosen as sample based on random sampling. Primary data was collected using a standard questionnaire which its reliability was 0.912 and its validity was confirmed by content and formally. This research is a correlation one and functional and Regression was used to analyze the results indicate that all hypotheses are confirmed and Customer relationship management and service quality has a positive effect on resident satisfaction. Finally the authors suggested that the relationship between the physical environment and the perceived quality of the interaction between providers and users of services and also the effect of other service users be explored as complementary to this study. Manuscript profile -
Open Access Article
22 - Investigating the effect of marketing mix of services on perceived values, customer satisfaction and behavioral intentions in the restaurant
nadereh sadat najafi zadeh Ali Akbar MirzaeeCompanies that have been successful in the field of marketing perceived the importance of product quality and customer service. These companies know that the quality is more than product specification and services to customers is over a respond to their complaints. Toda MoreCompanies that have been successful in the field of marketing perceived the importance of product quality and customer service. These companies know that the quality is more than product specification and services to customers is over a respond to their complaints. Today Focus on the consumers need is the main cause of marketing trends. Focus on customer needs means paying attention to product quality and customer service and companies, which were pioneers in terms of technology or lower prices, now compete depending on the quality of products and provide better services to customers. This research is an attempt to investigate the quality of physical environment, quality of service and food on perceived behavioral, customer satisfaction and customer behavioral intention at restaurant. IN the same way, after the introduction of the overall framework of the research in chapter one, the data were collected by survey methos.to collect data a questionnaire consisted of 29 questions designed and distributed in the population who were the customer of Arak restaurants. Later completed questionnaires by technology of T-student were analyzed in LISREL software. The results showed that the quality of the physical environment, food quality and service quality impact on restaurant image and quality of the physical environment impact on perceived value and perceived value impact on customer satisfaction and customer satisfaction impact on customer behavioral intention. Manuscript profile -
Open Access Article
23 - Effect of psychological contract violation on positive word of mouth intention in online shopping (case study: customers of digikala)
niloufar ashrafi Kambiz HeidarzadehThe purpose of this study was to investigate the effect of psychological contract violation on positive word of mouth intention in online shopping by application or website. This research, in terms of goal, is an applied research and in terms of data collection method i MoreThe purpose of this study was to investigate the effect of psychological contract violation on positive word of mouth intention in online shopping by application or website. This research, in terms of goal, is an applied research and in terms of data collection method is descriptive. In order to gather information in this research, library and field method and a standardized questionnaire were used. The statistical population is the customers of Digital’s company, and the sample of this study consists of 300 customers of the online shopping website or application of Digikala in Tehran, which was selected by simple random sampling method. The test of research hypotheses was assessed by means of structural equation modeling using Listel software. The results of this research indicate the negative impact of the psychological contract violation on the positive word of mouth via making negative impact on service quality and perceived value among the customers. Also, the role of the mediating personalization has been confirmed. Finally, based on the results, as suggestions to company’s managers which offering online products and services, in order to improve the level of positive word of mouth intention in their customers, they should consider stuff which may create psychological contract violation, because this problem may effect on their service quality and perceived value. Manuscript profile -
Open Access Article
24 - The Impact of Brand Image, Ethical Behavior and Service Quality on Patient Loyalty Considering the Mediating Role of Patient Satisfaction (Case Study: Tehran Ophthalmology Private Centers)
amirhossein samadzadeh Mohammad ail abdolvand mohsen KhunSiavashNowadays, the quality of services in medical centers plays a significant role in patient satisfaction. The main mission of medical centers is to provide high quality medical services, patient satisfaction, and patient loyalty. On the other hand, the performance of healt MoreNowadays, the quality of services in medical centers plays a significant role in patient satisfaction. The main mission of medical centers is to provide high quality medical services, patient satisfaction, and patient loyalty. On the other hand, the performance of healthcare professionals should have an ethical and human nature and should pay special attention to ethical behaviors. As a result, positive mental association, arising from the quality of medical services, can promote brand equity and lead to the brand superiority of one medical center comparing to the others. The present study examined the effect of brand image, ethical behavior, and service quality on patient loyalty with the mediating variable of satisfaction. This study was applied in terms of purpose and descriptive analytical in terms of survey. The statistical population of this study included private ophthalmology centers in Tehran, such as specialty and subspecialty ophthalmology centers. The sample size in this study included 339 people. In addition, this study used SPSS software for data analysis and used structural equation modeling in AMOS software for testing the research hypotheses and determining the effect of independent variables on the dependent variable with the mediating variable. The findings of this study indicated that the two variables of brand image and service quality directly affect patient satisfaction but indirectly effect on patient loyalty with satisfaction as mediator variable. Furthermore, satisfaction affects patient loyalty while ethical behavior has no direct or indirect effect on patient satisfaction and patient loyalty. Manuscript profile -
Open Access Article
25 - Investigating the Impact of Effective Factors on Branding In Medical Centers Based on Self-Organization Model
amirhossein samadzadehNowadays, the quality of services in medical centers plays an important role in patient satisfaction. The main mission of medical centers is to provide high quality medical services, patient’s satisfaction and finally patient’s loyalty. Positive mental assoc MoreNowadays, the quality of services in medical centers plays an important role in patient satisfaction. The main mission of medical centers is to provide high quality medical services, patient’s satisfaction and finally patient’s loyalty. Positive mental association, which is arising from the quality of medical services, can promote the brand equity and leads to the brand superiority of one medical center comparing to the others. The self-organization model is known as a model that offers an in-depth and comprehensive view of the elements and factors influencing and interacting with these factors. This model, with a detailed description and a systematic view, examines all the environmental elements of this industry, both inside the industry and outside the industry, in an integrated and systematic manner. This review provides an in-depth view for decision makers and marketing professionals. In this article, we examine the impact of factors affecting the brand of a medical center based on the self-organizing model. Manuscript profile -
Open Access Article
26 - Estimating Service Quality Impacts by SERVQUAL Approach in Leasing Market of Iran Khodro Company
Hossein Souri Amir Sadeghi Mehran KhalajLeasing as one of the financing products offered by financial institutions. Financing products is the main source of income and the sustainability of financial institutions depends on it. Due to the intrinsic risks associated with financing service options, the quality MoreLeasing as one of the financing products offered by financial institutions. Financing products is the main source of income and the sustainability of financial institutions depends on it. Due to the intrinsic risks associated with financing service options, the quality of perceived customer service will be different from financial transaction support services. This thesis examines the dimensions of service quality in the automotive leasing industry. Therefore, the SERVQUAL (Service quality & quantity) approach in the leasing market sector of Iran Khodro Company was used to estimate the impacts of service quality. Data collection includes interviewing and dataset, which were conducted among leasing experts, academic experts, and a group of clients. The existing dataset contains 26 questions related to service quality components. The validity of the questionnaire was evaluated by academic experts, and also Cronbach's alpha coefficient (α = 0.88) was used to determine the reliability of dataset with a high internal consistency of the dataset. The proposed SERVQUAL model was simulated in MATLAB software environment. In this study, due to some limitations in non-registration of leasing companies’ information, only 3 main parameters were evaluated. Our findings included three estimated parameters namely customer gap - distribution rate (0.209), policy gap - distribution rate (0.060) and delivery gap - distribution rate (0.449). According to our results, the gap between the management perception and service quality characteristics arising from leasing company employees, which originally is the gap between service quality characteristics and delivery services, should be addressed by HRM tools such as training. As a general conclusion, the proposed SERVQUAL model for estimating service quality impacts on the Iran Khodro leasing market sector provides a good evaluation of the five-dimensional gap and identifies the impacts of service quality in the automotive leasing sector. Manuscript profile -
Open Access Article
27 - Investigating Effective Factors on Purchase Intention of Luxury Products
B. Kheiri M. FathaliMarketing managers are interested in consumer purchase intentions so as to prognosticate sales of existing and/or new products and services. Purchase intentions data can help managers in their marketing decisions related to product demand (new and existing pro MoreMarketing managers are interested in consumer purchase intentions so as to prognosticate sales of existing and/or new products and services. Purchase intentions data can help managers in their marketing decisions related to product demand (new and existing products), market segmentation and promotional strategies. Luxury brand products and the motivation to buy luxury brands are becoming increasingly relevant to consumers in Asia. Luxury-purchase motivation predominantly based on Western thoughts and markets .Cultural values have been shown to influence consumer behavior in many studies. Establishing whether relationships exist between cultural values and motivation for consuming luxury products would be advantageous for the marketers of luxury products . The present study focuses on factors affecting the purchase intention of luxury products. Primary Tools for Data Collection was Likert's 5-scale questionnaire. Statistical Population is composed of all customers attending selected fancy and luxurious restaurants in Tehran. Since the statistical sample is infinite (over 100000 subjects), the sample size was determined to include 385 subjects by means of Kergesi Morgan's Table (1970), and simple random sampling method was applied. In order to analyze the data, descriptive and inferential statistics and the structural equation modeling were employed with SPSS and Lisrel software programs. The research, in terms of purpose, is practical and the method of data collection is survey. Research results suggest that the variables of consumer attitude toward luxurious products, quality of the service provided by fancy and luxurious restaurants, perception of brand and social effect affect the purchase intention, while the variables of store image (restaurant) and vanity bring about no impact on the purchase intention. In addition, the variable of vanity does not exert any moderating effect on the relation between perception of luxurious brand and purchase intention and between the social effect and purchase intention. Manuscript profile -
Open Access Article
28 - Investigating Factors Influencing Tejarat bank's Customer Loyalty
M. A. Abdolvand K. AbdoliIn competitive, complex & dynamic bank industry setting, only a small distinction in service providing, will cause a great transformation. Traditional banks, according to the principals of Relationship Marketing, that considers the customers loyalty a MoreIn competitive, complex & dynamic bank industry setting, only a small distinction in service providing, will cause a great transformation. Traditional banks, according to the principals of Relationship Marketing, that considers the customers loyalty as its main goal, are going to be changed in to customer-based ones. In such dynamic setting, producing & settling strategies, which result in making customers loyal, is so important. Regarding to the importance of customers in bank industry, this research has pointed to Tejarat bank customers’ loyalty concept using the effects of variables of Image, Service quality & Satisfaction. So in order to understand how the above variables will shape loyalty in a bank setting, we have tried to recognize indices of each variable that let Tejarat bank managers to design & settle suitable & effective strategies for making their customers loyal. The research method is Descriptive one & the statistical society is Tejarat bank customers in Tehran branches of this bank. In order to gather data, questionnaire has been used. As this research has been measured a complex relationship among variables comprehensively, is new & also data analysis has been done using parametric & nonparametric statistical tests. Results show a direct effect of image, satisfaction & service quality. Service quality has a direct effect on customer satisfaction & service quality & customer satisfaction have a meaningful effect on loyalty. Manuscript profile -
Open Access Article
29 - The Examination of the Relationship between Customer Satisfaction of Service Quality in Iranian Private Banking Industry (Analysis Based on Integrated SERVQUAL Model)
H. Vazifehdoost Z. Akbarpour K. Hamdi J. Mohammadzadeh RostamiThe objective of the current research is investigating the effects of service quality dimensions and self-service technologies on customer satisfaction of the private banking industry of Iran (Ghavamin Bank).Applied method has been used for this research in which the qu MoreThe objective of the current research is investigating the effects of service quality dimensions and self-service technologies on customer satisfaction of the private banking industry of Iran (Ghavamin Bank).Applied method has been used for this research in which the questionnaire method has been utilized in order to gather the required data for describing the research variables and interpreting the relations between them. The Analysis unit in this research is the banking services customers for which 510 people have answered the questionnaires. In order to describe the data, the frequency distribution tables have been used and the structural equations model has been used to describe the data. In so doing, SPSS 18.0 and LISREL 8.54 softwares have been utilized the explanatory factor analysis, confirmatory factor analysis, path analysis, fitting testing, and model power analysis methods. The results gained due to this research indicate that three factors assurance and responsiveness and tangible physical factors have got direct relations with the customers’ satisfaction. Statistically, two factors i.e. reliability and empathy have no meaningful impact on the customers’ satisfaction and cannot function as appropriate indexes for predicting the customers satisfaction from the services provided by the bank. Ultimately, the more satisfactory the self-service technologies factors in the bank branches, the more the extensiveness of physical and tangible factors on the customers’ satisfaction shall be. Accordingly, the self-service technologies shall positively adjust the physical & tangible effects of the customers’ satisfaction. Manuscript profile -
Open Access Article
30 - Study of the Effect of Satisfaction and Trust on Customers Loyalty in Service Organizations (Case Study: Branches of Melli Bank in City of Arak)
M. A. JamshidianPurpose: 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 in MorePurpose: 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 gather 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 Validity 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
31 - Evaluating the Role of Electronic Service Quality and Customer Satisfaction on Consumers’ Purchase Intentions
k. Heidarzadeh E. AdelpourThe 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 MoreThe 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
32 - Assessment Refah and Shahrvand Chain Stores’ Customers Loyalty (Case Study: Tehran Stores)
R. Ahmadi M. Donyaei K. NavabizandDue to the global competition increasing and integration of international markets, customers’ retention is a big challenge for companies in the 21st century and so, study of customers’ loyalty is a vital matter. Therefore, present paper identifies the perspe MoreDue to the global competition increasing and integration of international markets, customers’ retention is a big challenge for companies in the 21st century and so, study of customers’ loyalty is a vital matter. Therefore, present paper identifies the perspectives of Refah and Shahrvand chain stores’ customers about the quality of services, trust and customers satisfaction to establish their loyalty. Statistical population of this study is all Customers of selected Refah and Shahrvand stores which randomly selected 385 customers and the questionnaire was distributed among them. Results indicate that, from the Customers’ viewpoint, the quality of services (and its five dimensions: tangible services, reliability services, services assurance, personnel accountability in delivering services, personnel empathy in providing services) and also, their trust (confidence) and satisfaction from their stores are desirable and there are no significantly differences between dimensions of stores. As well as, these dimensions have different ranks in the loyalty creation. Manuscript profile -
Open Access Article
33 - The Role of Emotional Satisfaction in Customers’ Behavioral Intentions Regarding Service Quality in the Hotel Industry
M. Haghighi H. R. Saeednia Gh. Kianosh GhavimPurpose- 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 MorePurpose- 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
34 - Surveying Factors Influencing Customers Loyalty in Private Banks Based on Fast Response Organization`s Model
A. Zamani Moghaddam K. LahijiIn this study, affecting factors on customer loyalty of Parsian Bank and EN Bank based organizations respond to rapid scale model based on service quality, reliability, speed of service, flexibility, innovation and also studied image and their influence on customers loy MoreIn this study, affecting factors on customer loyalty of Parsian Bank and EN Bank based organizations respond to rapid scale model based on service quality, reliability, speed of service, flexibility, innovation and also studied image and their influence on customers loyalty of these Banks in the six hypotheses analyzed and the level of customer loyalty was investigated. Population research, customers of the Bank Persians and EN Bank in Tehran based on sample stage cluster random is number of 270 customers of each bank. Based on data analysis of this research, all factors considered in the on customer loyalty of Parsian Bank and EN Bank was effective and factors of service quality, reliability, speed of service, flexibility, innovation and also studied image were the highest effect on customer loyalty. Also based on this study of samples studied, the reliability of service and image with customers in the Parsian Bank is than better of EN Bank, in other aspects these banks are almost similar conditions. According to research, though private banks in terms of service quality, reliability, speed of service are in good condition and largely have been successful to create the appropriate image in the mind of own customers, but the factors of flexibility and innovation are so important characteristics of organizations to respond quickly, in terms of their customers than other factors are at lower level. Therefore, more attention to use the innovation and flexibility in providing services, it seems necessary to reinforce the strengths and eliminate weaknesses of Private Bank based on these questionnaires; in this study recommendations are presented. Manuscript profile -
Open Access Article
35 - Surveying the Effect of Internal Marketing and Internal Branding on Service Quality (Case Study: A Server Company)
A. Bonyadi Naeini M. H. Kamfiroozi M. Dehghan MashtaniBy the increasing of service organizations, the problem of service quality has gained crucial importance and service organizations are seeking a ways to increase service quality. This paper intends to increase the service quality by using internal marketing and internal MoreBy the increasing of service organizations, the problem of service quality has gained crucial importance and service organizations are seeking a ways to increase service quality. This paper intends to increase the service quality by using internal marketing and internal branding. Employees in the service organizations play an important role in the service quality then organizations should have a particular and special attention on their employees. Both of internal marketing and internal branding by focus on employees are trying to deliver organizations promise through employees of organizations and attract more customers to organization. Methodology of this paper is Qualitative – Quantitative so that by reading former research and collecting repetitive element we gain the conceptual model of research and then by real data, we test the model. Population of this research is the employees of service organizations and the data was collected by the questionnaire. Manuscript profile -
Open Access Article
36 - An Analysis the Impact of Corporate Social Responsibility on Customer Loyalty (Pasargad Bank in Ahwaz)
A. Mojoodi A. Darzian Azizi P. GhasemiPurpose -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, MorePurpose -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
37 - Evaluating the Service Quality of Police + 10 Offices Using SERVQUAL
Sh. Nayebzadeh M. M. Fatahi ZarchThe purpose of this paper is to assess the quality of services delivered in “Police+10 offices” through the application of the SERVQUAL approach, which is an instrument for measuring service quality and identifying and analyzing the existing g MoreThe purpose of this paper is to assess the quality of services delivered in “Police+10 offices” through the application of the SERVQUAL approach, which is an instrument for measuring service quality and identifying and analyzing the existing gaps between the expectations and perceptions of those who receive these services. In this paper, we examine the extent of existing gaps between the expectations and the services perceived by the customers of “Police +10 offices” in each of the five service quality dimensions, and then ranking these service quality dimensions on the basis of their relative importance from the customers’ viewpoints. The present research method is applied in its goals and objectives, and is descriptive with regard to the type and nature of the issue, goals, and research questions. We used a surveying method to gather information. All customers of the “Police +10” offices in Tehran form the statistical population of this investigation. Of this population, a statistical sample of 283 people was selected; they were given a standard questionnaire, which is referable in international studies, and the data collected by statistical methods were used for testing the research assumptions. The results of this investigation showed that there are gaps in the customers’ expectations of services and services delivered to them by the “police +10 offices” in all five service quality dimensions. As to the relative importance of each of these dimensions, assurance was the most important dimension, followed in order by reliability, responsibility, and empathy. Tangibles were the least important dimension. Moreover, the largest gap between expectations and perceptions was in tangible dimension, and the smallest gap between these areas was associated to the reliability dimension. Manuscript profile -
Open Access Article
38 - Evaluating Melli Bank Service Quality Using the SERVQUAL Method
Sh. Nayebzadeh H. Dehghandehnavi M. R. FeizThis paper assesses the quality of services delivered in Melli Banks using the SERVQUAL approach. The present research examines the extent of existing gaps between expectations and services as perceived by the customers of Melli banks. Questionnaires were MoreThis paper assesses the quality of services delivered in Melli Banks using the SERVQUAL approach. The present research examines the extent of existing gaps between expectations and services as perceived by the customers of Melli banks. Questionnaires were distributed to 385 bank customers. Assurance was the most important dimension, followed by reliability, accountability, and empathy. Tangibles were the least important dimension. Moreover, the largest gap between expectations and perceptions was in the tangible dimension, and the smallest gap between these areas was associated with confidence. Manuscript profile -
Open Access Article
39 - An Investigation of Service Quality in Public and Private Banks Using Five Dimensions SERVQUAL Model
H. R. Saeidnia S. M. EshrafiThe main objective of this study, is the comparison of service quality between public (melli) and Private (Parsian) bank. Also, to recognize and rank the elements of service quality as viewed by customers using five dimensional SERVQUAL Model. For this re MoreThe main objective of this study, is the comparison of service quality between public (melli) and Private (Parsian) bank. Also, to recognize and rank the elements of service quality as viewed by customers using five dimensional SERVQUAL Model. For this reason, the population universe consists of the sampling method has used by Stage Sampling in order to obtain the information used in the standard questionnaire. Then we used parametric and non-parametric tests to analyze the data. Considering the final result in two dimensions, reliability and assurance, the Melli Bank attained better performance than did the Parsian Bank; further, in the three dimensions of tangibility, empathy and responsiveness, the Parsian Bank was recognized to have better performance. Manuscript profile -
Open Access Article
40 - Comparing Market Orientation in Parivate and Governmental Banks and its Effect on Bank Service Quality (Case Study: Yazd City)
Sh. NayebzadehThe 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 MoreThe 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
41 - Developing of the model effect of auditors' ethical principles and religiosity on the quality of audit services
Behnam Azhdari Seyed hossein Nasl mosavi Ali JafariThe 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 MoreThe 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
42 - Investigating the Quality Dimensions of Management Accounting Services from the Perspective of Internal Managers
Mohammad Hossein Safarzadeh ahmad sharif abbas HooshmandkashaniToday, the issue of service quality has become an important factor for the growth, success and sustainability of organizations and due to the inefficiency of traditional and common methods of measuring service quality, this study examines the dimensions of quality manag MoreToday, the issue of service quality has become an important factor for the growth, success and sustainability of organizations and due to the inefficiency of traditional and common methods of measuring service quality, this study examines the dimensions of quality management accounting services from the perspective of internal managers. The present study is applied in terms of purpose and descriptive-survey in terms of method and nature, and is a questionnaire in terms of data collection method. The statistical sample of this research includes 109 managers of the management accounting unit and 109 senior managers of manufacturing companies active in the stock market. The results showed that the average scores of expectations of managers of management accounting unit and senior managers for all identified dimensions of service quality were higher than their observations. On the other hand, the dimensions of service quality (SQ) and service performance (SP) according to the views of management accounting unit managers and senior managers are: appearance, accountability, reliability, assurance and empathy. Also, service performance dimensions provide a better assessment of the quality of management accounting services. Manuscript profile -
Open Access Article
43 - Assessment of Relationship between Service Quality and Customer Satisfaction in Customer Decision Making Behavior in Travel around Ilam Province
حمیده رشادت جو علی نعمتی زاد محمد ابویی اردکانThe aim of this research is to consider and evaluate service quality and its relationship with customers satisfaction in behavioural decisions of the customers of travel agencies in Ilam. In theorical basics, concept and definition associated to service, satisfaction MoreThe aim of this research is to consider and evaluate service quality and its relationship with customers satisfaction in behavioural decisions of the customers of travel agencies in Ilam. In theorical basics, concept and definition associated to service, satisfaction, behavioural decisions and research back ground are considered, This work is descriptive study as a type of correlation. Statistical population of this research was all of the agency customers that were call on this office in autumn and winter 1389 and were received service. The selected sample consisted of 200 persons. The tool for collecting information was questionnaire in this research which its narrative was considered by professional and experts views and its persistence was estimated by kronbakh ×coefficient (0/726). Then related quesonnaires were distributed among sample members. In order to analysis of results, initially we used smironv ‐ kolmogorov test to study data normality and it was found that data have not normal distribution. In ferential statical of T ‐test , ANOVA and multivariate reression were used to analysis data and hxpothesis testing. The results of this tests indicate that service quality have significant and positive correlation with customer satisfaction. ( α < /1) Also customer satisfaction have significant and positive correlation with behavioural decisions that have shown in detail in this study. Manuscript profile -
Open Access Article
44 - 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 behzadiThe 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 MoreThe 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
45 - 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 BehzadiThe 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 MoreThe 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
46 - presentation of the quality results of the bank relationship with corporate customers (case study: bank bank)
hamidreza nemati karim hamdithe 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 Morethe 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
47 - The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and Brand Image in the hotel industry (Case study: five star hotels Tabriz City)
jafar bahari شهلا بهاری مرجان بذله حامد بهاریpresent research aimed The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and Brand Image in the hotel industry in 5 star hotels of East Azerbaijan Including: El-Goli Pars and shahriar Hotels has been done in the summer of 1394. The data required f Morepresent research aimed The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and Brand Image in the hotel industry in 5 star hotels of East Azerbaijan Including: El-Goli Pars and shahriar Hotels has been done in the summer of 1394. The data required for this research has gathered by questionnaire with available non-random sampling method through 5 stars hotels guests of Tabriz City. This research, in terms of purpose is functional and based on data collection, is descriptive survey. Also, It has been used structural equation modeling through the SMART PLS software to analyze data. Statistical population of this research has considered all guests of the 5 stars Hotels Tabriz City. Given that the population size is unknown from Cochran formula is used in order to determine the sample size. Provided results showing that Variables of service quality and customer satisfaction both have a positively significant impact on customer loyalty and brand image. and also impact of service quality on customer satisfaction is Positive and significant. and customer loyalty on brand image significant positive impact. Manuscript profile -
Open Access Article
48 - A Consideration of relationship between perceived effectiveness of coaches and customers’ satisfaction in Municipality`s Sports Complexes in Tehran
Tayebeh zargar Razieh SafaeiBackground & 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 MoreBackground & 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
49 - Factors Affecting Farmers’ Satisfaction with New Irrigation Systems in Behbehan Township
Davoud Rouzaneh Masoud Yazdanpanah Masoumeh Forouzani Arman Bakhshi jahromiWater 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 MoreWater 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
50 - A Survey on the quality of library services of Islamic Azad University of Khorasgan from users’ viewpoint based on LibQual model
Mohammad Hossein Changanian Khorasgani Asefeh AsemiPurpose:The main objective of the present study is assessment of quality of library services based on LibQual in Islamic Azad University: Isfahan (Khorasgan) branch. Methodology: The method used in this study wasdescriptive-survey. Research community consisted of MorePurpose:The main objective of the present study is assessment of quality of library services based on LibQual in Islamic Azad University: Isfahan (Khorasgan) branch. Methodology: The method used in this study wasdescriptive-survey. Research community consisted of library active members of Islamic Azad University of Isfahan (Khorasgan) branch in 1393. 293 persons were selected by simple random sampling based on Krejcie and Morgan table (1970). The research tool was a LibQual standard questionnaire taken from www.Libqual.org website which was translated to Persian. Data analysis at descriptive level included frequency, percentage, mean, standard deviation and at the level of inferential consisted of multifactorial variance analysis, single sample t-test and Friedman test. Findings:Results show that the whole score for the quality of library services in Islamic Azad University of Isfahan (khorasgan) branch was 6.2949. Considering Likert scale, according to the respondents, the quality of services is higher than average. Also, according to user expectations, the mean services provided to the users were (6.13), which is higher than the minimum expectations (5.9557) and lower than the average of maximum expectations (6.7564). Conclusion: There have been adequate quality in library services, and libraries have been able to meet the least users’ expectations in all three dimensions, however, they are far from desired level of services. Also, the results demonstrated that impact of services had more average rather than other dimensions and the library as a place has fewer average rather than other dimensions. Manuscript profile -
Open Access Article
51 - Ranking of Competitive Power Components in Tejarat Bank Using Fuzzy TOPSIS Technique
Siamak Jafari narges Delafrooz Kambiz Shahroodi Yalda Rahmatiامروزه یکی از مهمترین مشکلات پیش روی سازمانها، عدم توجه آنان به عوامل مؤثر بر توسعه توان رقابتی بوده و اغلب سازمانهای داخلی، رویکرد مشخصی جهت سنجش این متغیر ندارند. بنابراین شناسایی عوامل مؤثر بر توسعه توان رقابتی، رتبهبندی و تمرکز بر مهمترین اجزای آن، میتواند بر مو Moreامروزه یکی از مهمترین مشکلات پیش روی سازمانها، عدم توجه آنان به عوامل مؤثر بر توسعه توان رقابتی بوده و اغلب سازمانهای داخلی، رویکرد مشخصی جهت سنجش این متغیر ندارند. بنابراین شناسایی عوامل مؤثر بر توسعه توان رقابتی، رتبهبندی و تمرکز بر مهمترین اجزای آن، میتواند بر موفقیت حال و آینده سازمانها تاثیرگذار باشد. در این تحقیق، مدلی برای سنجش توان رقابتی بانک تجارت ارائه و شاخصهای آن، با استفاده از تکنیک تاپسیس فازی رتبهبندی شدند. ابتدا از طریق مصاحبه با خبرگان بانک تجارت، مدل اولیه تحقیق در سه بعد اصلی قابلیتهای درونی سازمان (شامل مؤلفههای قابلیتهای مالی، تکنولوژیک، مدیریتی و بازاریابی)، هوشمندی بازار (شامل مؤلفههای ایجاد هوشمندی و پاسخ به هوشمندی) و بازاریابی رابطهمند آنلاین (شامل مؤلفههای کیفیت تعاملات آنلاین، کیفیت محتوای وبسایت و کیفیت خدمات الکترونیک) به دست آمد. در ادامه با بکارگیری تکنیک تاپسیس فازی، شاخصهای مدل رتبهبندی شدند که درنهایت «مهارت کارکنان در انجام امور محوله»، «توسعه فناوریهای موجود» و «سودآوری» نیز به عنوان مهمترین شاخصهای توان رقابتی انتخاب شدند. ضمن اینکه منابع ورودی نیز بهعنوان مهمترین بعد انتخاب شد. Manuscript profile -
Open Access Article
52 - A Study of the Relationship between Market Orientation and Customer Satisfaction with Service Quality in Kerman's Body Building Gyms
Milad Eskandari Damaneh Majid Jalali Farahani Amin Dehghan GhahfarokhiThe purpose of the present study is to review the relationship between market orientation and customer satisfaction with service quality of Kerman's body building gyms. The research method is descriptive and it is considered practical research in terms of purpose. The r MoreThe purpose of the present study is to review the relationship between market orientation and customer satisfaction with service quality of Kerman's body building gyms. The research method is descriptive and it is considered practical research in terms of purpose. The research population consists of all customers in Kerman’s body building gyms among whom 250 members were chosen by convenience sampling. The research instruments were 2 questionnaires including Narver & Slater Market Orientation (1999) and Rajabi et al. Customer Satisfaction (2003). The questionnaires' validity was confirmed by 11 professors in sport management and their reliability was determined to be 0.76 and 0.84 by Cronbach's Alpha Coefficient Test. Data analysis was conducted by Kolmogorov Smirnov Test, Pearson Correlation Test, and Regression analysis using SPSS 23. The results showed that there is a significantly positive relation between components of market orientation (customer orientation, competitor orientation, and inter-functional coordination) and customer satisfaction. Therefore, gym managers can set goals to value their customers and assess their satisfaction by providing suitable services such as physical and environmental equipment, good staff, trustworthy coaches, regular workout plans, and easy access to the services. Manuscript profile -
Open Access Article
53 - Analysis and review of solutions provided in the field of digital signal processing to improve service quality (Qos)
Alireza ChamkooriQoS is a measure of the level of service provided to users and is the degree of confidence that an application can have in meeting the needs of the network. Various factors are involved in evaluating the quality of service, including availability, efficiency, the time r MoreQoS is a measure of the level of service provided to users and is the degree of confidence that an application can have in meeting the needs of the network. Various factors are involved in evaluating the quality of service, including availability, efficiency, the time required to communicate, percentage of successful transfers, and speed of error detection and correction. In the VoIP category, service quality is measured in terms of available and available bandwidth, packet loss rates, latency, and jitter changes. In order to have the desired quality in high-delay applications on the IP network, it must be ensured that the values of the mentioned parameters for each session are in a certain range. In this paper, the presented solutions in the field of digital signal processing to improve the quality of service are expressed and in each step, the results of the simulations are compared and evaluated. Finally, an attempt has been made to select and determine the optimal method. Manuscript profile -
Open Access Article
54 - Ranking the Information Technology dimensions using Sustainable Development Criteria
Zahra Ghahremani Abbas Saleh Ardestani -
Open Access Article
55 - Providing a Pattern to Prioritize the Branches of Service Firms
Mohsen Miri Manouchehr Omidvari Ahmad Sadeghi -
Open Access Article
56 - Prioritizing Service Organizations Based on Classified Service Quality Dimensions by MADM and mportance-Performance Analysis
Reza Dabestani Arash Shahin Hadi Shirouyehzad Mohammad Saljoughian -
Open Access Article
57 - Identify and Provide Indicators to Monitor the Process of Maintenance
Gholamreza Hashemzadeh Mehdi Vahedi AzadDue to the role of the process of maintenance in the production of competitive products by reducing the stop of machines and create a field for most employees, partnership in the guidance and steering this process is essential. It seems that this process, from the persp MoreDue to the role of the process of maintenance in the production of competitive products by reducing the stop of machines and create a field for most employees, partnership in the guidance and steering this process is essential. It seems that this process, from the perspective of users, can identify the strong points to improve and to upgrade the planning in manufacturing systems, monitoring, and measurement. Currently, industries use some time-based indexes that is not sufficient for monitoring this process. With regard to the importance of this issue, identify and provide indicators which can monitor the process of maintenance are very important. This paper has attempted to provide indicators to assess the quality of maintenance services with emphasize on time and cost factors as control measures. Using historical studies and research and interviews with industry experts, indicators as the control criteria are introduced to assess the level of quality of service maintenance provision. In this research, the proposed indicators affect the quality of the maintenance process are divided into three sections including customer demands, maintenance of process and output indicators. The result of its use in the maintenance process of Pars Khodro Co. showed that the performance of this method to assess the level of quality of maintenance process is effective and useful. Manuscript profile -
Open Access Article
58 - The relationship between employer brand and competitive advantage with the mediating role of service quality in sports clubs
Mozafar Yektayar Mozhgan Khodamoradpoor saman ahmdyThe aim of this study was to investigate the relationship between employer brand and competitive advantage with the mediating role of service quality in public and private sports clubs in Sanandaj. This research is a descriptive-correlational study. The statistical popu MoreThe aim of this study was to investigate the relationship between employer brand and competitive advantage with the mediating role of service quality in public and private sports clubs in Sanandaj. This research is a descriptive-correlational study. The statistical population of this study consisted of all employees of private and public sports clubs in Sanandaj that 202 people were selected by simple random sampling method using Morgan sample size determination formula. Lee's Competitive Advantage Questionnaire (2006), Employer Brand Burton et al. (2005) and Liu Service Quality (2008) were used to collect data. Statistical analyzes were performed using SPSS and Amos software version 23 at both descriptive and inferential levels (p≥0.05). The results showed that there is a significant relationship between the components of the employer brand and competitive advantage. Also, there is a significant difference between the quality of services of public and private sports clubs in Sanandaj, which showed that there is a significant relationship between the employer brand and competitive advantage. Manuscript profile -
Open Access Article
59 - Presenting A Model of the Social Factors Effective in the Service Quality of the Municipalities of Mazandaran
Hamed Enshaei Hamdollah Manzari Tavakoli Sanjar Salajegheh Masoud Pourkiani Hojat Babaei -
Open Access Article
60 - A Survey on the Rate of Public Satisfaction about Subway Facilities in the City of Tehran Using Servqual Model
Hamid Bigdeli Rad Vahid Bigdeli Rad -
Open Access Article
61 - Factors influencing residents' satisfaction in nursing homes, Isfahan province, Iran: Structural Equation Modeling (SEM)
Marzieh Rajabian Narges Dehghan -
Open Access Article
62 - Assessment of Educational Service Quality in Campus of Technical Colleges of Tehran University from Views of Higher Education Students based on Servqual Model
زهرا شاه امیری محمدرضا کرمی محمد اصلاحیThis research has studied assessment of educational service quality in campus of technical colleges of Tehran University regarding views of higher education students based on Servqual Model. In this study, 346 higher education students were selected based on graded samp MoreThis research has studied assessment of educational service quality in campus of technical colleges of Tehran University regarding views of higher education students based on Servqual Model. In this study, 346 higher education students were selected based on graded sampling method in accordance with content using correlation descriptive research method. Standard Servqual Questionnaire comprising five-dimensional Educational Service Quality was used for gathering data. Research data were analyzed after gathering research questions and using T-independent and T-dependant test and one directional variance analysis. Research findings indicate that there is meaningful difference between tangible factors, reliability, responsiveness, assurance and perceived empathy expected from students. Students' expectations are beyond their perception of the current situation and their expectations haven't been met in any of these dimensions. Also there weren't any meaningful differences between demographic students' educational college.z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z Manuscript profile -
Open Access Article
63 - Evaluating the customers' satisfaction on the quality of services based on the clients' respect criteria Water and Wastewater Company of Mazandaran
کیومرث Niyazazari A.GH Barimani تیمور DadashiEvaluating the customers' comments and viewpoints is a logical and coherent approach to identify issues and problems in providing better and appropriate services to customers. The study aimed at assessing and evaluating the implementation of clients' respect criteria me MoreEvaluating the customers' comments and viewpoints is a logical and coherent approach to identify issues and problems in providing better and appropriate services to customers. The study aimed at assessing and evaluating the implementation of clients' respect criteria measures to promote their satisfaction with the quality of services in the water and wastewater organization in Sari. This applied study adopted a descriptive- survey approach as its methodology. The statistical population of the study comprised all the subscribers' to Water and Wastewater organization in Sari summing up to 71000 in 2014. Applying the stratified random sampling method and Morgan and Krejcie table proportional to different areas population, 384 subjects were selected as the study sample. A researcher-made questionnaire was used as data collection tool. The content and face validity was confirmed by experts and professionals in the field. Using Cronbach's Alpha coefficient, the reliability was estimated to be 0/88. The descriptive statistics, inferential statistics (the chi-square test) and the SPSS software were used to analyze the data.The results of the study indicate that the clients' satisfaction with the quality of information, meeting the customers' needs, documenting the services; complying with the Code of Ethics and employees commitment to the principles of religion and belief when providing services to customer were above average. Manuscript profile -
Open Access Article
64 - Idelntifying indicators of value of e-government services based on article 37 of law on civil service management
mohammad hosein roozbeh hamed rahmani morteza mousakhaniThe present study tries to identify indicators of value of e-government services in the municipality of Qazvin. The methodology is considered descriptive in terms of purpose and of survey type, which has utilized mix-method to analyze data. In the first phase of the stu MoreThe present study tries to identify indicators of value of e-government services in the municipality of Qazvin. The methodology is considered descriptive in terms of purpose and of survey type, which has utilized mix-method to analyze data. In the first phase of the study, qualitative theme analysis method, literature review and experts interview have been used to extract indicators and also confirmatory factor analysis has been applied in the next phase to verify the validity of the obtained model and extracting final indicators. The findings revealed that the primary extracted model derived from literature review consisted of 116 propositions. After interviewing with experts, 133 indictors were extracted. To extract the intended theme, open and axial coding have been applied. At the final theme 68 indicators were identified. The results from respondents' point of view revealed that all propositions show high quality except eight of them.Keywords: e-government, e-service quality, the value of e-government services, identifying the quality of electronic services, thematic analysis Manuscript profile -
Open Access Article
65 - A Survey of the relationship between E-Service qualities and customer loyalty in Mellat Bank
Syyad Mehdi Alvani Masoud Said PanahIn the last few years, customer satisfaction has been of major importance to enterprise strategies. The concept of customer isthe center of all activities and the reason for existence of every commercial organization. For this reason some organizations,especially servic MoreIn the last few years, customer satisfaction has been of major importance to enterprise strategies. The concept of customer isthe center of all activities and the reason for existence of every commercial organization. For this reason some organizations,especially service providers, have given special attention to service quality and its management.The relationship between e-services quality and customer loyalty has been analyzed in this research. The Independentvariables which are the most important aspects of e-services include: Efficiency, Availability, Fulfillment, and Privacy. TheMediated variables of the study model are: Trust & Customer satisfaction and the dependent Variable is customer loyalty. Allthe data were collected by a 5-score Likert questionnaire. The study samples are 415 customers from Mellat Bank BranchManagement of the 6th district and the Central Branch of Mellat Bank in Tehran. Descriptive and inferential statistics as wellas structural equation modeling (SEM) have been used, for Hypothesis test and Factor analysis of the variables. The Resultsshow that: about 80% of the loyalty variation is predicted by the e-service quality. Therefore, it can be expressed that eservicequality is the reason for customer loyalty. One considerable result of the study is that customer loyalty is mostlyobtained through customer satisfaction rather than trying to gain the customer’s trust.So, one of the proposals is: in order to get customer loyalty and finally enhance the profitability, the bank should Manuscript profile -
Open Access Article
66 - Customer Relationship Satisfaction
kaveh Ganjehe Hamid Khodadad Hosseini Fereshteh Mansouri MoayyedSignificant 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 adver MoreSignificant 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. Manuscript profile -
Open Access Article
67 - Exploring the Relationships among Service Quality, Satisfaction, Trust and Loyalty of Customers (Case Study: Transportation Companies of Tehran)
Syyad Ali Akbar Ahmadi Hamid Reza Askari DehabadiMost of authors have emphasized on importance of trust in creation of organizational success. Organizations and companies must know how trust-building acts as a transactional process and what are the effects of policies and activities of organization on the level of cus MoreMost of authors have emphasized on importance of trust in creation of organizational success. Organizations and companies must know how trust-building acts as a transactional process and what are the effects of policies and activities of organization on the level of customer trust. This is a proved fact that trust-building activities are taken into account as an excellent way for increasing of profit. The purpose of this study is exploring the relationships among service quality, satisfaction, trust and loyalty of customers of transportation companies. All of these variables have significant effect on performance of transportation companies. The data were collected using a designed questionnaire. These questionnaires were distributed among the passengers of transportation terminals. Confirmatory factor analysis (CFA) and structural equation modeling (SEM) were used for testing of hypotheses. All of hypotheses were accepted. This study has useful implications in area of service quality, satisfaction, trust and loyalty of customers Manuscript profile -
Open Access Article
68 - The structural model of the relationship between external service quality on customer satisfaction in the hospitality industry supply chain
Manizheh Mollaei Ali Mohaghar Ezatollah Asgharizadehservice 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 Moreservice 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
69 - Comparative Study of the Impact of Service Quality, Corporate Image and Customer Satisfaction on Behavioral Intentions
Narges Delafrooz Ali GholipourSoleimani Armin GoliThe main purpose of this study, comparative study are the impact of service quality, corporate image and customer satisfaction on behavioural intentions in the public and private banks. The population in This research are the customers of the public banks (Sepah, Meli a MoreThe main purpose of this study, comparative study are the impact of service quality, corporate image and customer satisfaction on behavioural intentions in the public and private banks. The population in This research are the customers of the public banks (Sepah, Meli and Keshavarzi) and the private banks (Pasargad, Saman and Ghavamin) in Mazandaram and in four cities (Tonekabon, Ramsar, Abbas abad and Chaloos). In this regard, 384 customer from two statistical communities among them 192 samples from public banks and 192 samples from private banks were selected by available cluster random sampling method. data collection instrument was questionnaire, and using structural equation modeling by AMOS 18 software was used for analysis the data. The results indicate that service quality, customers satisfaction and corporate image on behavioural intentions are effective. But the state banks only customers satisfaction on behavioral intentions is effective. comparative study of the public and private banks showed that the direct impact of service quality on satisfaction and the direct impact of satisfaction on behavioural intentions in the public banks are more than the private banks but the direct impact of service quality on corporate image in the private banks is more than the public banks. Manuscript profile -
Open Access Article
70 - esigning a Model for Evaluating Customers’ Perceived Service Quality in Iranian State Banks
Seyed Alireza SeyedsalehiIn recent years, special attention has been paid to the concept and models of service quality. Considering different influence of contextual factors on the number of indices or the number and concept of service quality, many researchers emphasize on designing localized MoreIn recent years, special attention has been paid to the concept and models of service quality. Considering different influence of contextual factors on the number of indices or the number and concept of service quality, many researchers emphasize on designing localized and service-specific quality assessment models. This research tries to design a model for evaluating customers’ perceived service quality in Iranian banks by doing quantitative and qualitative research. To this end, using exploratory and confirmatory factor analysis we designed a model which includes 24 indices and 4 quality dimensions such as: technical quality of output, functional quality of process, behavioral quality, and services context quality. This model has unique characteristics which reflect Iranian banking industry specific conditions and circumstances. Manuscript profile -
Open Access Article
71 - 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 DelshadToday 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 MoreToday 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
72 - The Study of Impact of Service Recovery on Customer Satisfaction With Service Improvement
Ghazal Shams Mohammad Reza DalviThe concepts of service quality and customer satisfaction are among the most important concepts in marketing theories. Considering the importance of the service sector, increasing the quality and satisfaction of this sector, it is even more important than the manufactur MoreThe concepts of service quality and customer satisfaction are among the most important concepts in marketing theories. Considering the importance of the service sector, increasing the quality and satisfaction of this sector, it is even more important than the manufacturing sector. The purpose of this study was to investigate the effects of service retrieval on customer satisfaction of services. The research method is applied in terms of purpose and in terms of the nature of the correlation method. The statistical population of the study consisted of customers 3, 4, and 5 star hotels in Isfahan and 384 people were selected as samples according to the sample size of the Cochran. A questionnaire was used to collect information. The formal and content validity are confirmed by respondents and professors and the Cronbach's alpha coefficient is more than 0.7, indicating a high reliability of the questionnaire. The results were analyzed using Amos software, considering that the level of significance was less than 0.05: The recovery of services created on customer satisfaction from service improvement. The main solution is that hotel managers must try to compensate for their service failures to the extent that they are satisfied with the customer. Manuscript profile -
Open Access Article
73 - The effect of employees’ customer orientation and service orientation on service quality, satisfaction and loyalty of Hyperstar customers
Sahar Ershad Nazanin Jarideh Ali Badizadeh The purpose of this research is to determine the effect of employees’ customer orientation and service orientation on service quality, satisfaction and loyalty of Hyperstar customers. This research, regarding the purpose is applied and regarding the More The purpose of this research is to determine the effect of employees’ customer orientation and service orientation on service quality, satisfaction and loyalty of Hyperstar customers. This research, regarding the purpose is applied and regarding the nature is descriptive-survey. The statistical population was the Hyperstar customers in Tehran city. The sample size by using Krejcie and Morgan table, 384 people considered. For data analysis, about demographic used the SPSS 21.0 software and about hypothesizes test used the Lisrel 8.5 software and Path analysis method. The results showed, that employees’ customer orientation positively affected on their service orientation, customer perceived service quality, customer satisfaction and customer loyalty. Employees’ service orientation positively effected on their customer perceived service quality and customer satisfaction. Perceived service quality positively effected on customer satisfaction and customer loyalty. Customer satisfaction positively effected on customer loyalty. Therefore, store managers hyperstar is suggested focus and attention to the role customer-oriented and service-oriented their employees. Manuscript profile -
Open Access Article
74 - The survey of lean implementation maturity level of hospitals in Thailand: Does the hospital type matter?
Kwanchanok Areewong Vichayanan Rattanawiboonsom Robert Van Der MeerPurpose: 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 MorePurpose: 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
75 - The relationship between service quality organizations with customer satisfaction in mind the position of the private banks
Masoome Shahri Sahar Shahri Solmaz Rahbar Farzami HaghThe 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 MoreThe 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
76 - 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 BakhshayeshThe 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 MoreThe 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
77 - 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 pardazIn 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 MoreIn 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
78 - A Comparison of Customers’ Expectations and Perceptions of Kurdistan Telecommunication Company’s Performance Using Servqual Model
Heresh Soltanpanah Mansoor Khaksar Mohammad Kambiz GhasriThe present article aims to identify the dimensions of the customers’ perception of the services provided by Kurdistan Telecommunication Company. With regard to the fact that what is now considered an advantage in service – giving units and causes their prim MoreThe present article aims to identify the dimensions of the customers’ perception of the services provided by Kurdistan Telecommunication Company. With regard to the fact that what is now considered an advantage in service – giving units and causes their primacy is the quality of services, several methods have been presented by the experts of this field in order to identify and measure this qualitative criterion and to convert it into a quantitative and measurable one. In this article, initially these methods were classified and reviewed, and ultimately, the gap analysis or servqual method, presented by Parasuraman and zeit Haml, was selected. To do this , a questionnaire was devised and surveyed based on the five gaps of service quality to measure the level of perceptions and expectations of the subscribers and service-applicants of Kurdistan Telecommunication Company .After we specified the statistical population and the sample size , the questionnaire was distributed among the subscribers’ and applicants. The results showed the presence of gap between the subscribers expected and perceived quality of the services provided by the company. Finally, some suggestions were presented to decrease and eliminate the gaps. Manuscript profile -
Open Access Article
79 - Sharing knowledge: Analyzing role of effective factors on it and ranking factors
Reza Esmael pour Seyed Hesam Kashani hani nikookarKnowledge sharing is one of the most critical steps in knowledge management activities. To achieve effective knowledge sharing, it is important to encourage workers to share their knowledge. To remain competitive in the marketplace, organizational knowledge and expertis MoreKnowledge sharing is one of the most critical steps in knowledge management activities. To achieve effective knowledge sharing, it is important to encourage workers to share their knowledge. To remain competitive in the marketplace, organizational knowledge and expertise must be shared. However, successfully exerting this encouragement is very challenging. This paper investigated the motivators of knowledge sharing and the benefits of such behavior. The nature of research method is descriptive-correlation and the goal is to make it applicable. Both field and library methods used to collect data. To study research literature and background the library based method was used and to achieve research goal field method was used. Data was collected through a questionnaire from 121 employees in corporation of Kerman copper. After answering, questionnaires were analyzed with correlation statistical technique and variance analysis (scheffe test) using SPSS 20 software. The results suggested that knowledge sharing behavior was motivated by organizational-culture dimensions (such as management support, reward policy and trust to peers) and the system technical characteristics (such as system quality and service quality).Too, Results show that one factor, namely trust to peer shaving upper priority than else factors that this shows, if employees trust together, will share itself knowledge and Eventually will increase organizational productivity Manuscript profile -
Open Access Article
80 - The joint SERVQUAL and hierarchical TOPSIS based on type2 fuzzy sets for assessment of quality services (Case study: the public transportation of service quality of sharekurd)
Ali dehghani Filabadi Amir saman Kheirkhah Hamid-reza AhadiThe SERVQUAL method is one of the most applied methods for assessment of service quality which have a hierarchical structure including a few main dimensions and a few items, which analyzes the distance between expectations and perceptions of received services for each o MoreThe SERVQUAL method is one of the most applied methods for assessment of service quality which have a hierarchical structure including a few main dimensions and a few items, which analyzes the distance between expectations and perceptions of received services for each of the items. On the other hand, the qualities of services are mental and concrete concepts which their indexes are determined in linguistic vocabulary with ambiguity. Therefore, in this paper a joint SERVQUAL and hierarchical TOPSIS method was assessed, and to deal with ambiguity of the data, the concepts of type-2 fuzzy sets were used. The proposed method for assessment the quality of services, the outline of urban transportation in Sharekurd including, bus, tour taxi and public taxi were used. The results showed that, altogether tour taxi has the highest level of service quality, and public taxi and bus were next respectively. Manuscript profile -
Open Access Article
81 - Service Quality Measurement and Investigation of Its Relationship with Market share Based on SERVQUAL Model (case study: Saderat Bank of Tabriz)
Mohammad Faryabi Mahmod MahmodiThis research attempts to measure the service quality and investigate the relationship between service quality and market share of Saderat Bank of Iran in Tabriz city. For this purpose, SERVQUAL model has been used which is the most reliable instrument to indicate and a MoreThis research attempts to measure the service quality and investigate the relationship between service quality and market share of Saderat Bank of Iran in Tabriz city. For this purpose, SERVQUAL model has been used which is the most reliable instrument to indicate and analyze the gaps between customers’ expectation and perception of their received banking services. To make our research more appropriate, “accessibility” was added as the service quality’s sixth dimension. So the quality of Saderat Bank of Iran services was measured through six dimensions: tangibles factors, reliability, responsiveness, assurance, empathy and accessibility. In this correlation research, 440 of Saderat Bank’s customers were selected by cluster random sampling and were administered by SERVQUAL questionnaire. Finally 400 questionnaires were correctly filled and data analyzing procedure started. The data were analyzed by descriptive analysis methods, Pearson’s correlation coefficient, correlated group T coefficient and multiple regressions. The findings of this research indicated that there was a significant difference between customers’ expectation and their perception in all of the service dimensions except reliability. Also there was a positive correlation between reliability, responsiveness and assurance with market share, and finally reliability was the most important predictor of Saderat Bank’s market share. Manuscript profile -
Open Access Article
82 - Impact of Quality of Police Services on Destination Image and Tourism Intention to Visit Again (Case Study: Tabriz city)
jafar bahari Shahla Bahari Hamed bahariAmong the sectors that have enjoyed significant growth in the world economy in recent years and are projected to become the most profitable and influential economic sector in the next two decades, the tourism industry is. The use of this sector to achieve sustainable de MoreAmong the sectors that have enjoyed significant growth in the world economy in recent years and are projected to become the most profitable and influential economic sector in the next two decades, the tourism industry is. The use of this sector to achieve sustainable development in each region requires an operational and operational plan based on recognizing the impacted tourism potential on the one hand and the characteristics of the tourists benefiting from these facilities on the other. Today, tourism is more than just an industry as a vibrant global and social phenomenon with its own complexity. Present research aimed to Impact of Quality of Police Services on Destination Image and Tourism Intention to Visit Again in Tabriz City has been done in the summer of 2016. This research, in terms of purpose is functional and based on data collection, is descriptive survey. Also, It has been used structural equation modeling through the Smart Pls software to analyze data. The data required for this research has gathered by questionnaire with Simple random sampling method through domestic tourism in the city of Tabriz. The provided results indicate that the Quality of Police Services variable on destination image and Tourism Intention to Visit Again has a direct and expressive impact, and also impact of destination image on Tourism Intention to Visit is direct and expressive. Quality of Police Services variable through the intermediate role of destination image on Tourism Intention to Visit Again has a indirect and expressive impact. Manuscript profile -
Open Access Article
83 - 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 -
Open Access Article
84 - Effects of Services Quality, Perceived Value and Hedonic Affection on Behavioral Intentions of the Customers
A Ibrahimi S. H. Mansouri -
Open Access Article
85 - Role of Store Image and Service Quality on Imaging Goods with Private Label and Its Influence on Promoting Purchase Intention: A Case Study of Hyperstar Customers
Maryam Sharghi Mojarad Mohammad Bameni Moghadam Shabnam Fani -
Open Access Article
86 - Measuring the level of satisfaction with respect to the quality of services provided by the local tourist destination (Case of Study: Mashhad City)
Rostam SaberifarTourism managers in Mashhad claim that the city's tourism planning process is now emphasizing on the revealed needs rather than expressed needs, and this has increased the satisfaction of tourists in the city. In order to test this assumption, the purpose of this survey MoreTourism managers in Mashhad claim that the city's tourism planning process is now emphasizing on the revealed needs rather than expressed needs, and this has increased the satisfaction of tourists in the city. In order to test this assumption, the purpose of this survey was to determine the degree of satisfaction with the quality of services provided in the city. The research method is descriptive and analytical. The required information was obtained through a researcher-made questionnaire from a sample of 670 people. Collected data were analyzed using Mann-Whitney, Kruskal-Wallis, Spearman, Chi-square and single-sample t-tests. The findings indicate that tourists are largely satisfied with the socio-cultural and environmental conditions and infrastructural facilities and tourists with different educational backgrounds have the same views regarding satisfaction of tourism conditions. Also, there is no significant relationship between the length of stay of tourists and their level of satisfaction with tourism conditions. The level of satisfaction of domestic tourists is high with respect to the host society and there is a significant difference between the attitudes of tourists in this regard. Moreover, tourists with different educational backgrounds have different views on how to deal with the host community. Based on these results, the authorities' claims regarding the evolution of the service delivery system to tourists cannot be ignored. Manuscript profile -
Open Access Article
87 - Providing a Model for Measuring Tourist Satisfaction with the Services of Local Food Restaurants (A Case Study of Local Food Restaurants in Tehran)
Iman ChashmfasaToday, tourism destinations must provide tourists with high quality services and unique components in order to satisfy their needs and provide them with satisfaction. The purpose of this study was to investigate the factors affecting foreign tourists' satisfaction with MoreToday, tourism destinations must provide tourists with high quality services and unique components in order to satisfy their needs and provide them with satisfaction. The purpose of this study was to investigate the factors affecting foreign tourists' satisfaction with Persian food restaurants and to show the results through an applied model. This research is applied in terms of its purpose and a mixed method has been used to develop it. First, information from relevant scientific sources was collected and factors influencing customer satisfaction with restaurant services identified using Meta synthesis quality method. After distributing 223 questionnaires among the statistical sample and collecting them the necessary information was collected and analyzed using the factor analysis method and structural equation modeling (SEM) to evaluate and validate the designed model using LISREL software. The results of the study show that The quality of services including the quality of food and drink, empathy, guarantee, physical dimension, atmosphere, assurance and cultural dimensions have the greatest impact on the satisfaction of foreign tourists and their behavioral intentions, especially the willingness to revisit the restaurants. Manuscript profile -
Open Access Article
88 - Investigating Factors for Improving the Quality of Catering Services with an Emphasis on Menu Engineering: Food Tourism (Yazd Hotels and Restaurants) in Focus
Omid Bayat Raziye Saeedi RadOne of the most important and fundamental foundations of the tourism industry in any country is the provision of food for domestic and foreign tourists in quiet and fun places known as restaurants. This study has investigated the influencing factors on understanding the MoreOne of the most important and fundamental foundations of the tourism industry in any country is the provision of food for domestic and foreign tourists in quiet and fun places known as restaurants. This study has investigated the influencing factors on understanding the quality of catering services in the city. The primary statistical population included all customers of hotels and restaurants in Yazd. Due to the unlimitedness of the statistical population, sampling was done from the population, and due to the homogeneity of the population, simple random sampling was chosen. The research is applied in terms of purpose and descriptive in terms of method. Since the main research tool (questionnaire) was distributed and collected in the statistical population and among the samples, it is survey type and based on the investigation of the relationships between variables, it is correlation type. According to the required sample size, 123 questionnaires were distributed and the validity and reliability results were acceptable. The results indicated the existence of a significant and direct relationship between tangibility, reliability, responsiveness, guarantee, and menu engineering with the perception of the quality of catering services. Also, the relationship of empathy with the perception of the quality of catering services was not confirmed in the studied statistical population. Findings can help in the design of menu engineering and be used in private sectors and activities to improve hotel services as well as production and service organizations. Manuscript profile -
Open Access Article
89 - The relationship between the store image and service quality perceived value and the customers purchase intention
Reyhaneh khizab Mohammadreza Hosseini Zeynab MontazeriThe aim of the present research was to investigate the relationship between the mental image of the store and the purchase intention of customers with regard to the mediating role of service quality, trust and perceived value in agricultural implement sales agencies in MoreThe aim of the present research was to investigate the relationship between the mental image of the store and the purchase intention of customers with regard to the mediating role of service quality, trust and perceived value in agricultural implement sales agencies in Gorleston province. The current research was done using descriptive/survey and correlation method. The statistical population of the research of customers of all agricultural implement sales agents in Gorleston province was determined as the volume of 384 people and the sampling method was cluster. The research data was collected by library and field method and the instrument used was a standard questionnaire. The reliability of the questionnaires was calculated and confirmed using the Cronbach's alpha method, and the validity of the instrument was confirmed using the content validity method. Also, data analysis was done using the structural equation modeling method and with the help of Lisrel software. The research results showed the significance of all the hypotheses and the research hypotheses were generally confirmed. Manuscript profile -
Open Access Article
90 - The role of service quality and perceived value on repurchase intention and customer satisfaction in Internet businesses
leila Andervazh zahra sokainiThe aim of the present research was the role of service quality and perceived value on repurchase intention and customer satisfaction in internet businesses. For this purpose, a main hypothesis and seven sub-hypotheses were formulated. The research method is applied fro MoreThe aim of the present research was the role of service quality and perceived value on repurchase intention and customer satisfaction in internet businesses. For this purpose, a main hypothesis and seven sub-hypotheses were formulated. The research method is applied from the point of view of the goal. The statistical population of the research is people who have used the services of the three-whistle application at least once. The sample size is equal to 133 people. Data analysis was carried out in two parts, descriptive and inferential statistics. Structural equation method and AMOS and SPSS software were used in inferential statistics. In order to check the fit of the research model, path analysis was used. Based on the findings, there is a significant relationship between all hypotheses at the level (P>0.05) and the effects of service quality and perceived value with the mediating role of trust in home delivery service personnel on repurchase intention and customer satisfaction in businesses. The Internet is influential. Manuscript profile -
Open Access Article
91 - Factors Affecting Customer Loyalty: Study on the Role of Customer Relationship Management Quality as mediation and Brand image as moderator
Ehsan Safaei Seyed Morteza Ghayour Baghbani Morteza Rojui Toktam PishfangInsurance companies are running numerous programs to increase their customer loyalty. One of the factors affecting customer loyalty is the quality of service, customer satisfaction and customer value; Therefore, the purpose of investigating the role of customer relation MoreInsurance companies are running numerous programs to increase their customer loyalty. One of the factors affecting customer loyalty is the quality of service, customer satisfaction and customer value; Therefore, the purpose of investigating the role of customer relationship management quality and brand image moderator is to investigate customer loyalty. This research is applied in terms of purpose and in terms of descriptive-correlational method, the statistical population of which is the customers of commercial insurance in the holy city of Mashhad. 436 questionnaires were collected electronically and simply randomly through insurance agencies. Data collection is a standard questionnaire that was validated by content validity and structural validity through the approval of the factor loading method and its reliability from the Cronbach Alfa method.. The hypotheses were reviewed by the modeling method of structural equations and PLS software. The results showed that the quality of service quality and customer value has a positive impact on customer loyalty. Customer quality, customer value and customer satisfaction have a positive impact on customer relationship management quality. The impact of customer relationship management quality on loyalty was also confirmed. In this study, the intermediary role of customer relationship management quality confirmed but the variable role modification of the brand was not confirmed. In this research, the direct impact of satisfaction on loyalty was not confirmed. Manuscript profile -
Open Access Article
92 - 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 modaberiResearch 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 MoreResearch 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
93 - The Study of the Relationship between the Quality of Social Services on Eigenvalue of Brand Name from the Perspective of the Consumer Society in Shirvan Hotel Industry
Milad Raeisizadeh اصغر میرفردی آرمان حیدریIncreased competition in the service sector is evident in industries such as hotel, banking, insurance, etc. This makes it more difficult for customers to maintain and increase their loyalty in this space. Therefore, providing quality services will be the main and futur MoreIncreased competition in the service sector is evident in industries such as hotel, banking, insurance, etc. This makes it more difficult for customers to maintain and increase their loyalty in this space. Therefore, providing quality services will be the main and future challenge of companies operating in this field. The purpose of this study was to investigate the impact of service quality on brand equity from a consumer's point of view in the Shirvan hotel industry. The study population is hotel users in Shirvan city (unlimited). Due to the unlimited statistical population, 384 people were surveyed as the sample. Spss23 software is divided into two sections: descriptive and inferential statistics. 66.1% of the subjects were male, more than half of the subjects were between 30 and 40 years of age, and the normality test was used to determine the normality of the data. There is a significant relationship between the quality of social services provided and brand name value (p≤0.05). The results showed that there was a significant relationship between quality of social services provided and brand name satisfaction, brand loyalty, brand reputation and brand trust (p≤0.05). Manuscript profile -
Open Access Article
94 - The Impact of Organizational Cynicism on Quality of Service Provision with Mediating Role of Job Satisfaction and Moderating Role of Organizational Identity
mostafa alirezaei ameneh malmir hamideh abbasiObjective: The present study aimed at analyzing the impact of organizational cynicism on the quality of service delivery with the mediating role of job satisfaction and moderating the role of organizational identity in Hamadan Health Insurance Organization.Design / Meth MoreObjective: The present study aimed at analyzing the impact of organizational cynicism on the quality of service delivery with the mediating role of job satisfaction and moderating the role of organizational identity in Hamadan Health Insurance Organization.Design / Methodology / Approach: The study is purposeful, applied, and descriptive in terms of data collection. The statistical population of this study includes all managers and staff of Hamedan Health Insurance Company. Using Cochran formula, 188 people were selected as the statistical sample by systematic random sampling. To measure the validity of questionnaires by face and content method and to determine the reliability of Cronbach's alpha which was estimated 0.786. For analyzing data from structural equation modeling, Smartphone software. L. SS version 2 was used.Results: The results showed that organizational cynicism had a significant effect on service quality, organizational cynicism on job satisfaction; job satisfaction on quality of service; organizational identity had a significant effect on service quality.Limitations and Consequences: Due to the multitude of research variables and given the specific complexity of the research, other variables for future research should be carefully examined both in the present statistical population and in other organizations rather than other meaningful relationships. To be more transparent and comprehensive. Manuscript profile -
Open Access Article
95 - Analysis and Prioritization of Service Quality of 5-Star Hotels in Kish Island (Case Study of the Project for 2022)
Amir Mohsen Madani Leila Bagheri Nizamabad, Javad JamaliThe purpose of this study is to evaluate the quality of the top hotels of Kish Island to examine the influential factors and to prioritize hotel services qualitatively-quantitatively; For this purpose, while interviewing experts and university professors, important and MoreThe purpose of this study is to evaluate the quality of the top hotels of Kish Island to examine the influential factors and to prioritize hotel services qualitatively-quantitatively; For this purpose, while interviewing experts and university professors, important and effective indicators were identified, and content analysis was extracted using multi-criteria MCDM decision-making methods and using Expert choice software. The research findings showed that the services provided by 5-star hotels in Kish are not in a good condition compared to the price paid; Also, by analyzing the content and prioritizing the effective criteria, it was found that the hotel's physical design style index is in the first place, the scope and variety of services are in the second place, and creativity and service innovation are in the third place; Finally, before any activity, hotel buildings should be repaired, renovated and renovated based on scientific plans and ideas, and industry managers, with the aim of customer satisfaction and durability, while continuously evaluating service quality strategies, should seek to correct and adapt their traditional views to those of tourists. To identify and attract customers by using new technologies to focus on improving the quality of service activities as well as interaction with the new generation of young tourists and seek to eliminate and improve the weaknesses of their services. Manuscript profile -
Open Access Article
96 - Evaluate the Quality of E-Learning Services and its Impact on Service Recipients (Case Study: University of Sistan and Baluchestan)
Sofia Hajpoor Faeze Mirshekari MohebAli RahdarExamining the quality of educational services is one of the critical steps to improving the quality of universities, and using the opinions of students, as recipients of services, can greatly help to improve the quality of virtual education. Therefore, the purpose of th MoreExamining the quality of educational services is one of the critical steps to improving the quality of universities, and using the opinions of students, as recipients of services, can greatly help to improve the quality of virtual education. Therefore, the purpose of this research is to evaluate the quality of virtual education services and their effect on the satisfaction of the service recipients of the University of Sistan and Baluchistan. The method of this research is a description of the correlation type. The statistical population of the study included the students of Sistan and Baluchistan University. A standard questionnaire was used to collect data, the validity, and reliability of which, have been confirmed. To analyze the data, Pearson's correlation test was used in SPSS software. The results show that there is a positive and significant effect on the satisfaction of service recipients between the quality dimensions of virtual education services. There is no significant positive relationship between responsiveness and service recipients. The results show that sufficient resources and information should be provided to the staff in order to improve the response situation and investigate students' problems. In order to increase the quality of virtual education services for the satisfaction of service recipients, it is necessary to identify the deficiencies as soon as possible and take action to improve the response status of students. Manuscript profile -
Open Access Article
97 - A fuzzy MCDM model with objective and subjective weights for evaluating service quality in hotel industries
Nima Zoraghi Maghsoud Amiri Golnaz Talebi Mahdi Zowghi -
Open Access Article
98 - A customer oriented systematic framework to extract business strategy in Indian electricity services
Suchismita Satapathy Pravudatta Mishra -
Open Access Article
99 - Data envelopment analysis in service quality evaluation: an empirical study
Seyedvahid Najafi Saber Saati Madjid Tavana -
Open Access Article
100 - Evaluating Users' Views On The Quality Of Hosseinieh Ershad Public Library Services In Order To Implement Platform Thinking
Mehrnaz Khorasanchi Tayebeh ShahmirzadiObjective: Library users will be willing to participate in library activities if they receive appropriate services. The purpose of this study is to evaluate the views of users about the quality of Hosseinieh Ershad Public Library services in order to implement platform MoreObjective: Library users will be willing to participate in library activities if they receive appropriate services. The purpose of this study is to evaluate the views of users about the quality of Hosseinieh Ershad Public Library services in order to implement platform thinking.Methodology: The present research is applied in terms of purpose and type and descriptive in terms of data collection method. The statistical population consisted of 900 active members of the library. Based on Krejcie and Morgan table, 269 people were selected as a sample based on stratified random sampling and 241 standard Libqual questionnaires were collected and evaluated. SPSS22 statistical software was used for data analysis..Results: According to the research findings, the lowest average level of satisfaction in three dimensions (effect of services, information control and library as a place) related to the items "attention to the client" with 7.47, " Having a library website that allows me to locate information personally " with 6.79 and "a suitable place for study, learning and research" with 6.31 and the highest average of satisfaction related to the item " existence of employees who are always polite" with 8.23, "convenience recovery tools that allow me to personally resources and "Find the information I am looking for" with 7.31 and "library space that encourages reading and learning" and "space for mass communication and group learning" with 7.32 out of 9 points.Conclusion: The results of service quality evaluation showed that the average of public library services of Hosseinieh Ershad in all three dimensions (impact of services, information control and library as a place) was not negative in terms of "excellence gap" or "service satisfaction". To this end, it is possible to plan for the implementation of a platform thinking in which stakeholder satisfaction with the quality of library services is of paramount importance. Manuscript profile -
Open Access Article
101 - Comparison of the viewpoints of the users and the librarians of Tehran public libraries attached to the foundation of public libraries about the quality of the services
Shokouh Tafreshi Minou MolaviObjectives: The objective of this study is to do a survey among library users and librarians regarding to the library’s services in first grade public libraries of Tehran. Methodology: The data gathering for this study is based on LIBQUAL’s questionnaire. T MoreObjectives: The objective of this study is to do a survey among library users and librarians regarding to the library’s services in first grade public libraries of Tehran. Methodology: The data gathering for this study is based on LIBQUAL’s questionnaire. The study conducted among 89 librarians and 40556 library’s users, which 381 person randomly selected. Findings: findings has been shown that the three important libqual’s criteria (service effect, information control, library as a place) have Meaningful differences among librarians and library’s users and none of them have reached the acceptable criteria. In addition, the study shown that the quality of the service is satisfactory in light of the current situation. The female librarians, whom they participated in this survey in compare with their male fellows, believe that user expect is more than the current library’s situation. Also study indicates that service’s effect is more important, than the other libqual’s criteria. Conclusion: Comparison among the ideas of librarians and users about the current library services has shown that librarians have higher satisfaction than users. Manuscript profile -
Open Access Article
102 - Evaluating the quality level of services provided by the Regional Information Center for Science and Technology (RICeST) using the Six Sigma methodology.
Ali Bairanvand Mohamad Ebrahim Samiei Sareh RahmanianObjective: The aim of this study was to evaluate the quality level of services provided by the Regional Information Center for Science and Technology (RICeST) using the Six Sigma methodology. Methodology: The studied population in this research includes the users of (R MoreObjective: The aim of this study was to evaluate the quality level of services provided by the Regional Information Center for Science and Technology (RICeST) using the Six Sigma methodology. Methodology: The studied population in this research includes the users of (RICeST). 120 users in this center have been chosen as the samples by a simple random way. Data collection tool in this study was the LibQUAL Questionnaire. Using this questionnaire, the gap between the customers' expectations and perceptions was identified and analyzed. Data were analyzed using the statistical software "Spss" and the mean and standard deviation were calculated for the obtained data. In each of the evaluated cases, the calculated standard deviation was compared with the sigma level in the output table for the types of sigma in order to specify the qualitative efficiency of services. By this way, the error rate in each of the provided services has been determined. Findings: the findings showed the employees in the Regional Center for the Science and Technology Information have been able to meet the users' minimum expectations in this center in all cases except the option "The courteous staff"; and have allocated the efficiency 50% which is equal to 500,000 errors per million. In the other words, the average rate was true in all raised options about the staff in this center. The efficiency, 69. 20 percent, obtained from the users view about the quality of existing resources in this center represents their relative satisfaction with the current condition. Only about the option "the presence of a website in the center" the level of users' expectations has been equal to the actual level and the efficiency 99. 97 percent been achieved. The quality of library space at the actual level has been lower than the maximum level of users' expectation, but it has been higher than the level of users' minimum expectations. The efficiency 69. 20 percent about the center space indicates 308,000 errors per million. In this case, it has been far from achieving the desired level or the maximum users' expectations. Conclusion: The results showed that in most cases, Regional Information Center for Science and Technology require to increase the actual level of service. Near the maximum level of expectations with actual service, will result to increase efficiency service quality and the Users ‘satisfaction. Manuscript profile -
Open Access Article
103 - Assessment of service quality of Astan-e Quds Razavi's libraries based on ServQual
Faramarz Soheili elham yari Aliakbar FamilrohaniPurpose: 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 MorePurpose: 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
104 - Quality assessment of services offered by central library of Shahid Beheshti University of Medical Sciences by using Libqual model: from users` point of view
Hamid Moghaddasi Saeideh Valizadeh HaghiObjective: The current research aimed at evaluating the service quality of the central library of Shahid Beheshti University of Medical Sciences. It has been done by using Libqual+TM model from view of respondents’ minimum, desired, and perceived levels of service MoreObjective: The current research aimed at evaluating the service quality of the central library of Shahid Beheshti University of Medical Sciences. It has been done by using Libqual+TM model from view of respondents’ minimum, desired, and perceived levels of service quality. Methodology: The research type was analytical descriptive and data were gathered by using Libqual questionnaire. The Target population of this research included all of the students who were the users of the central library of Shahid Beheshti University of medical sciences. The sampling method was random sampling, and sample size was 224 persons determined by using Krejcie and Morgan`s estimate table for sample size. Findings: Users have not been provided with a minimum level of quality even, and there has been a considerable gap between desired and perceived levels of provided service quality. Moreover the most dissatisfaction was related to service effectiveness (The human aspect of service quality) Conclusion: There were differences, and gap between users` conception and offered services in all aspects. The mentioned library had not desired function from its users' perspective. Manuscript profile -
Open Access Article
105 - Presentation and test of service quality model for restaurant management in Islamic society
Abolghasem Ahmadi Azam Rahimi Nik Mandan MomeniManaging restaurants in Islamic society relies on understanding its social and economic conditions and requirements.The aim of the research is to provide a service quality model with an emphasis on customer satisfaction in the restaurant industry in Islamic society.The MoreManaging restaurants in Islamic society relies on understanding its social and economic conditions and requirements.The aim of the research is to provide a service quality model with an emphasis on customer satisfaction in the restaurant industry in Islamic society.The study is applied and of mixed and exploratory type.The data of the qualitative section was collected through interviews with the managers of restaurants in Tehran, and the service quality model was presented with the primary data and data analysis.The questionnaire of the quantitative part was designed according to the findings of the qualitative part and was used after checking the reliability and validity.The statistical population of the quantitative part was the customers of all the restaurants in Tehran, and according to the Karjesi-Morgan table, 385 people were surveyed.Quantitative data analysis was done with structural equation model and PLSsoftware.According to the findings obtained in coding the qualitative research data, a total of 198 concepts, 73categories and26 main categories were presented for the research model.Quantitative analysis showed that the causal conditions have an effect on the main phenomenon, i.e. service quality, with an emphasis on customer satisfaction.Service quality with emphasis on customer satisfaction, background conditions and intervening conditions have an impact on strategies. Manuscript profile -
Open Access Article
106 - 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 seyedfazliThe 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 MoreThe 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
107 - 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
108 - Measuring and Priorities of service Quality with ServQual and AHP in Iran Khodro,s Training center
GH.A Poresfadan A.A SHojaie مهران SHiriDue to the intense competition,globalization and explosion of tecnology in recent years factors including quality have emerged as the dominating factors of competitive advantage.Companies currently must operate within a dynamic environment of fierce competition.To survi MoreDue to the intense competition,globalization and explosion of tecnology in recent years factors including quality have emerged as the dominating factors of competitive advantage.Companies currently must operate within a dynamic environment of fierce competition.To survive in this environment,the companies should improve thier products and services.Iran Khodro as the largest company in car industries in Iran needs to improve the quality of its products.For improving the quakity of products and services the companies,in general,must train thier staff.In this study the researchers aim to evaluate and prioritize the iran khodro,s training services. This research introduces an integrated method for measuring and prioritizing the service quality and the effective factors in Iran Khodro,s training center through ServQual and Analytical Hierarchy process(AHP).In this method ,first suitable factors for assessment of the service quality have been identified based on Servqual Model(customer,s option) and AHP to prioritize the fctors based on customer,s opttion to improve the future plans. Finally this research presents several suggestions for the other researchers who desire to investigate in this area and introduces practical suggestions to promote the service quality of iran Khodro,s training center. Manuscript profile -
Open Access Article
109 - The Effect of Service Quality Dimensions on Hedonic and Utilitarian Attitude and Brand Preference (Case Study: Fast Food Restaurant Industry)
Javad Rafati Mansooreh Valijani Reza AghamoosaThis research’s main objective was the investigation on the effect of service quality dimensions on hedonic and utilitarian attitude and brand preference in fast food restaurant industry. For information gathering about research scope the researchers reviewed u MoreThis research’s main objective was the investigation on the effect of service quality dimensions on hedonic and utilitarian attitude and brand preference in fast food restaurant industry. For information gathering about research scope the researchers reviewed using two methods; library and field studies helping the index cards and questionnaires as tools for measuring the research variables. The research population was Boof chain restaurant customer in Tehran. Cluster sampling method was used to determine the respondents. A total of 450 questionnaires were distributed that 390 responses of which were used for data analysis. Data were analyzed using the Structural Equation Modeling (SEM) techniques. The research findings indicate that physical environment and outcome qualities had significant direct effect on hedonic attitude to consumption. Also interactional and outcome qualities had significant direct effect on utilitarian attitudes. On the other hand, preference of one brand compared to others is dependent on both of hedonic and utilitarian attitudes Manuscript profile -
Open Access Article
110 - The Effect of Total Quality Management(TQM)on performance:the Mediation of Market Orientation
آذر Kafashpur Ahmad Zendehdel رزیتا KHajeiRegarding the growing attention to the role of quality in organizations different approaches have been presented.Total quality management (TQM)is a management system that the organizations may apply to control their goods and services as well as the sale process to pres MoreRegarding the growing attention to the role of quality in organizations different approaches have been presented.Total quality management (TQM)is a management system that the organizations may apply to control their goods and services as well as the sale process to present them.the effects of this system on performance have been examined several times and led to valid results.Hence,to improve the organizational performance that can be the result of TQM.just imagine an inefficient but complicated orhanization.this research intends to add a systematic view to quality control by examining the intermediating role of market orientation (MO)and recognize the joint effects of this two managerial approaches on organizations,performance.In other words,the current research seeks to examine the effects of TQM on performance(service quality) through the intermediation of MO.To do so,the data were collected using a self-administered questionnaire that included 37 questions.The reliability of the questionnaire for pre-type was 0.83% and in general estimated as 0.91%.The final results revealed that MO cannot play the intermediating role in TQM affecting on performance. Manuscript profile -
Open Access Article
111 - 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 FallahThe 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 MoreThe 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
112 - Interpretive structural computational model (ISM) for identifying and classifying internal marketing management indicators
Mohammadreza Dorrani Farshid NamamianThe present study is aimed at identifying environmental and effective factors, internal strengths and weaknesses of the organization in order to implement the performance and ability of internal marketing on organizational and professional consequences in the Digital De MoreThe present study is aimed at identifying environmental and effective factors, internal strengths and weaknesses of the organization in order to implement the performance and ability of internal marketing on organizational and professional consequences in the Digital Development Industries (Private Joint Stock Company). In this regard, descriptive-survey approaches and structural-interpretive model have been used to determine the organizational marketing management strategy, due to which environmental factors involved in the organization including material motivational factors, intangible motivational factors, environmental factors, appropriate tools and equipment, knowledge. And the expertise of personnel and managers, support and optimization, vision and organizational foresight have been identified. These factors have been prepared as input to the ISM model in the form of structural self-interaction matrices, achievements, and have been used to estimate the influence-dependency power diagram. The modeling results show that the material motivation factor has the most important effect on prioritization over other identified factors Manuscript profile -
Open Access Article
113 - Explain a Service Quality Model with Emphasizing on Customer Satisfaction in the Restaurant Industry with Grounded Theory Approach
Abolghasem Ahmadi Azam Rahimi nik Mandan MomeniThe expansion of restaurants and increasing of competition between them has raised the issue of service quality in order to satisfy customers. The present research is qualitative and the research method is Grounded Theory. The tools used for data collection were intervi MoreThe expansion of restaurants and increasing of competition between them has raised the issue of service quality in order to satisfy customers. The present research is qualitative and the research method is Grounded Theory. The tools used for data collection were interview and the statistical population of the study included restaurant managers in Tehran and familiar with marketing science. The snowball method was used for sampling until the theoretical saturation was reached and finally 15 people were interviewed. Data analysis was also done through coding (open, axial and selective).From the results of data coding, 63 concepts and 26 categories were identified. Research model according to the dimensions of the Grounded Theory, ie causal conditions (market research, service competencies, restaurant food hygiene and customer orientation),the main phenomenon (how to supply food to the customer, employee empathy, the physical environment of the restaurant, customer trust and restaurant response)Underlying conditions(existing social conditions, competitive situation, cultural issues, restaurant development and Islamic values), intervention factors (social responsibility factors, customer expectations and customer payment costs), strategies (responding to customer needs, continuous quality management, management strategies), Employee Empowerment and Customer Relationship Management) and Outcomes (Customer Satisfaction, Customer Loyalty, Restaurant Executive Performance, and Customer Purchasing Behavior) were presented. Manuscript profile -
Open Access Article
114 - Investigating the role of Social Responsibility, Service Quality, and Corporate Identity of Organizations and Customers on Customer Satisfaction and Loyalty (Case Study: Pasargad Bank)
abdillah naami seyedeh shima eftekhari sinjani Aliakbar Shahri MejarshinConsidering the fact that the customers of a company or organization is the most important factor of profitability and prosperity are of special and importance, therefore, in this descriptive survey, the present survey investigates the effect of social responsibility on MoreConsidering the fact that the customers of a company or organization is the most important factor of profitability and prosperity are of special and importance, therefore, in this descriptive survey, the present survey investigates the effect of social responsibility on satisfaction and loyalty of Pasargad bank customers in West Tehran Branch. For this purpose, a research model has been developed, which is based on nine hypotheses. The data gathering tool was a questionnaire. Also, a random statistical sample of this study was conducted by 384 Pasargad bank customers. Data were analyzed using SPSS and LIZREL software. According to the results, the variables of social responsibility, service quality, and customer-client identity are affected by the customer satisfaction. Also, the identity of the organization and the client do not affect customer loyalty. Manuscript profile -
Open Access Article
115 - Investigating the effect of perceived service quality on customer satisfaction of Hakopian Company
mohammad hossein taheriThe 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 MoreThe 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
116 - 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 NikooThe 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 MoreThe 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
117 - The Impact of Trust, Privacy and Service Quality on the Success of e-Customer Relationship Management in Fitness Clubs with Mediating Loyalty
mohssen mahmodi hamid foroghipoor mohammad nikravan najaf aghaeiThe present study was designed and conducted to evaluate the effect of trust, privacy and service quality on the success of e-customer relationship management in bodybuilding clubs with the role of mediating customer loyalty. The research method was survey. The statisti MoreThe present study was designed and conducted to evaluate the effect of trust, privacy and service quality on the success of e-customer relationship management in bodybuilding clubs with the role of mediating customer loyalty. The research method was survey. The statistical population of the present study included all customers of sports clubs and physical fitness and health centers in Tehran. Based on Morgan sampling table for the unlimited community, 384 customers of sports clubs were selected. The sampling method in the present study was easily accessible. The research measurement tools included the standard questionnaire of Dehghanipour et al. (2020). In order to analyze the data of the present study, the structural equation modeling method was used. The whole process of analysis was performed in the form of SPSS and PLS software. The results showed that trust (impact = 0.166; t = 2.037), privacy (impact = 0.436; t = 4.344) and service quality (impact = 0.394; t = 7.740) ) Had a significant effect on customer loyalty. The results also showed that service quality (effect = 0.229; t = 3.494) has a significant effect on the success of electronic customer relationship management; But in the meanwhile, trust (effect = 0.078; t = 1.570) and privacy (effect = 0.094; t = 1.213) did not have a significant effect on the success of electronic customer relationship management. On the other hand, the results of the present study showed that considering the significant effect of loyalty (effect = 0.607; t = 6.680) on the success of e-customer relationship management, it can be stated that loyalty mediates the relationship between trust, privacy and Service quality is successfully associated with e-customer relationship management. For the success of e-customer relationship management in sports, the formation of loyalty is very important and can provide the basis for the implementation of this management. Manuscript profile -
Open Access Article
118 - The impact of electronic service quality on customer satisfaction Bank Case Study: Mellat Bank branches in East Tehran
Mohammad Reza Sharifie Mohammad Rahim Rasouli AzadAbstract 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 MoreAbstract 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 -
Open Access Article
119 - Modeling service open innovation with the approach of service quality improvement and organizational development in service organizations
Alireza Safarpour Rahman Ghaffari Masoud AhmadiThe purpose of this study is to design a model of open service innovation, based on service quality improvement, a combined research method based on exploratory mixed research (qualitative-quantitative). Statistical population in the qualitative part of a group of exper MoreThe purpose of this study is to design a model of open service innovation, based on service quality improvement, a combined research method based on exploratory mixed research (qualitative-quantitative). Statistical population in the qualitative part of a group of experts including senior and experienced managers of municipalities and deputy mayors, senior governors, managers of municipal cooperation organizations and professors of public administration in universities and in the quantitative part; There were 500 mayors, council members, deputy mayors, university professors, the National Elite Organization, managers of the Municipal Cooperation Organization, and managers of the Science and Technology Park in Mazandaran Province; In the qualitative part, using the snowball method to reach theoretical saturation, in-depth interviews were conducted with 15 experts, and in the quantitative part, to measure the model, a researcher-made questionnaire with relative cluster sampling method was used among 217 samples. ها was distributed. The validity of the 74-item questionnaire was confirmed by face and content method and its reliability was confirmed by Cronbach's alpha method. Data were analyzed in qualitative stage with grounded theory technique with MAXqda2018 software and in quantitative stage with structural equations (heuristic and confirmatory factor analysis) with SPSS and AMOS software. The results of the quality section indicate that the open service innovation model, based on quality improvement of services with 16 dimensions in terms of causal conditions (rapid change of technologies, ability to absorb ideas, environmental dynamics), contextual conditions (organizational attitude and culture, facilities and Equipment, individual factors), intervention conditions (planning, participatory capabilities, Manuscript profile -
Open Access Article
120 - effect of the quality of after sales services of Kia Motors Automobile Dealers in Tehran using the Servqual Model
ali shafiei mina jamshidiQuality service assessment is the prerequisite of the programming in order to qualitative improvement of the organizations’ services. Hence, the study of the quality in different aspects of the organization’s services from the consumers’ perspective ha MoreQuality service assessment is the prerequisite of the programming in order to qualitative improvement of the organizations’ services. Hence, the study of the quality in different aspects of the organization’s services from the consumers’ perspective has been the subject of many studies historically. Users of the organizations’ services have expectations about the received services, and the major key for the organizations to reach to the desirable quality of service is presenting the services and functions that are matched with expectations or even beyond the expectations of users. This study surveyed the quality of the after-sale service for Kia automobile manufacture, by using the SERVQUAL model, in Tehran. The statistic society of the current study was the owners of Kia cars. According to Morgan table, 384 questionnaires had been collected, and the collected data were analyzed by LISREL8.5, and SPSS20 software. The results showed that Kia agencies in Tehran failed to meet their customers' expectations. Manuscript profile -
Open Access Article
121 - Examining the effect of service quality on repeat visits, repurchase intention and word of mouth advertising with regard to the mediating role of customer trust and satisfaction in online shopping of health and cosmetic products (case study: Mahland
fahameh farahbakhshThe present research is trying to investigate the effect of service quality on repeat visits, repurchase intention and word of mouth advertising with regard to the mediating role of customer trust and satisfaction in the online purchase of health and cosmetic products s MoreThe present research is trying to investigate the effect of service quality on repeat visits, repurchase intention and word of mouth advertising with regard to the mediating role of customer trust and satisfaction in the online purchase of health and cosmetic products so that businesses can provide effective solutions and corrective measures. And proactively, they can increase the amount of revisits, repurchase intentions, and word of mouth from online shopping for cosmetics; The aim of the current research was to investigate the effect of service quality on repeat visits, repurchase intention and word of mouth advertising regarding the mediating role of customer trust and satisfaction in the online purchase of health and cosmetic products (case study: Mahland Cosmetics website). The current research method is a descriptive survey method, and in terms of its purpose, it is considered part of applied research; the instrument of the current research is a questionnaire, the validity of which has been confirmed by the supervisor and marketing experts of Mahland Cosmetics Company, and its reliability for each variable is more than 0.7. The statistical population of this research includes all the customers of Mahland online shopping for cosmetics and health products who have experienced buying cosmetics and health products online. Karjesi-Morgan, there are 384 persons, 420 questionnaires were distributed by available sampling method and 384 complete questionnaires were collected; The analysis of research hypotheses has been done according to structural equation modeling analysis and the use of Lisrel software version 8.80, and the results show the effect of service quality on customer satisfaction and customer trust, confirming the effect of customer satisfaction on repurchase intention, confirming the effect of satisfaction Customers have had a repeat visit and finally confirmed the effect of customer trust on repurchase intention, word of mouth advertising and repeat visit to the Mahland cosmetics site, while customer satisfaction has not affected the word of mouth advertising of the Mahland cosmetics site. Manuscript profile -
Open Access Article
122 - Designing a Model for Evaluating Quality of Passenger Services of Noor Al Reza Transportation Rail Company
Masoud Barati Hamid DadbinThe main purpose of this research is to designing a model for managing quality of passenger services of Noor Al Reza Transportation Rail Company. The research population is all Iranian travelers who use the services of this company. The sample size was 274 people who we MoreThe main purpose of this research is to designing a model for managing quality of passenger services of Noor Al Reza Transportation Rail Company. The research population is all Iranian travelers who use the services of this company. The sample size was 274 people who were selected by simple random sampling method. In this research, firstly, by studying theoretical foundations and research background, various models were used to measure the quality of services. Three models of SERVQUAL, TRANSQUAL and EN13816 have been used most in the literature. Accordingly, these models were used to select the primary quality specifications. In this way, 39 specifications were identified and the initial questionnaire was designed to measure the quality of the company's services. Validity of the questionnaire was confirmed by three faculty members and the reliability of the questionnaire was confirmed through Cronbach's alpha coefficient. After collecting data using exploratory factor analysis, specifications with a low load factor were eliminated and 22 specifications were classified into five dimensions: convenience, comfort, reliability, beauty, and environment. Then, the model was approved by confirmatory factor analysis method. In the next step, based on the proposed model, the level of service quality of the company was measured and the gap between the expectations and perceptions of the passengers was analyzed. Manuscript profile
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