List of Articles وفاداری مشتری

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  1 - A Managerial Examination of the Successful Parameters in the B2C Business
  shila mosammami mahmood moradi Asadollah Shahbahrami
  Currently, Electronic Commerce (EC) is a dynamic channel for trading. Because proposed simplicity and speed are competitive advantages which traditional organizations are unable to compete with them and thus not only individuals but also governments need its presence. A More

  Currently, Electronic Commerce (EC) is a dynamic channel for trading. Because proposed simplicity and speed are competitive advantages which traditional organizations are unable to compete with them and thus not only individuals but also governments need its presence. According to our study, the success of an EC system is arranged by 3 different categories named: Technical Characteristic View, Psychosocial Characteristic View and Managerial Characteristic View. But the managerial characteristic view is going to be argued in this research. Statistical population in this research has been 344 students of university of Guilan and their shopping behavior has been collected with offline and online questionnaires in a limited period of time. Consequently, extracted knowledge for further researches is argued in the following sections. Manuscript profile
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  2 - Model to improve banking by Using customer knowledge management and Mobile Banking and Its Impact on Customer Loyalty
  narges rezaei malek
  With progress of communication technology in the past two decades, use of ICT has become a success factor in the world of competition. To increase competition in the banking industry of Iran, many banks are willing to offer a unique service to their customers. Investmen More

  With progress of communication technology in the past two decades, use of ICT has become a success factor in the world of competition. To increase competition in the banking industry of Iran, many banks are willing to offer a unique service to their customers. Investment of private banks has concentrated on the presenting special services. That has led to more successful in attracting and retaining customers. To evaluate the influencing factors on banking services improvement, information technology and knowledge management as key factors were identified. This paper is to identify the most effective indicators to assess the impact of knowledge management and information technology for improving customer service of bank on customer satisfaction.180 experts of Bank Mellat is selected as population. Sample size was calculated by using a random sampling method. 130 samples were obtained but 120 questionnaires Were returned. Data were collected through questionnaires. In order to analyze the data from the structural equation modeling and LISREL software was used. In order to ensure the accuracy of the results and sensitivity analysis, regression analysis were applied. Finally, the results show that the customer knowledge management and mobile banking have positive effect on performance of banking service, and improving this kind of services have positive effects on customer satisfaction. Manuscript profile
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  3 - A model for improving banking services using customer knowledge management and mobile banking and examining its impact on customer loyalty in Bank Mellat
  narges rezaei Mohammad rezaei
  With the development of new communication technologies, the use of information technology has been proposed as a success factor in developing organizations. One of the most important industries that must adapt to technological changes is the banking industry. The practi More

  With the development of new communication technologies, the use of information technology has been proposed as a success factor in developing organizations. One of the most important industries that must adapt to technological changes is the banking industry. The practical capabilities of some private banks in attracting and retaining customers have made them a top priority for investment. The purpose of this study is to investigate the effect of customer knowledge management and mobile banking on improving banking services and customer loyalty. Bank Mellat was selected as a statistical population with 180 service management experts and 130 simple questionnaires were distributed among the sample using simple random sampling. 120 acceptable questionnaires were referred. Structural equation model was selected for data analysis. The results indicate the positive and direct impact of knowledge management and mobile banking on improving the services provided and customer loyalty. Manuscript profile
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  4 - Investigating the effect of Electronic Customer Relation Management (E-CRM) on organizational innovation in government service organizations (Case study: Semnan government counter offices)
  Atefeh Falllah Seyed Mohammad Hassan Hosseini Mohsen Lotfi
  In nowadays competitive environment, achieving a competitive advantage is one of the main concerns of managers of organizations. In this way, creating innovation in products and services is one of the effective approaches in achieving a competitive advantage. This study More

  In nowadays competitive environment, achieving a competitive advantage is one of the main concerns of managers of organizations. In this way, creating innovation in products and services is one of the effective approaches in achieving a competitive advantage. This study aims to examine the role of electronic customer relationship management (E-CRM) and customer loyalty on organizational innovation with the mediating role of customer knowledge management. Therfore, the present study is considered an applied and descriptive research of the correlation type. In order to collect the required data, a standard questionnaire was used, and to verify the validity and reliability of the questionnaires, divergent validity, Cronbach's alpha indices, factor loading, and composite reliability were used, respectively. The statistical population of this research is 350 employees of Semnan province government counter offices. The number of 183 people was determined as the sample of the reseach using Cochran's formula considering the error of 0.05. The required data was collected in the second 6 months of 2019. Data analysis was done using the structural equation approach and SPSS and SMART-PLS software. Based on the results of the research, electronic customer relationship management has a positive and significant effect on the three variables of customer loyalty, customer knowledge management, and organizational innovation. In addition, the result shows the positive impact of customer knowledge management and customer loyalty on organizational innovation. Also, the mediating role of customer knowledge management in the effect of the role of managing electronic communication with customers and customer loyalty on organizational innovation is quite meaningful. Due to the impact of E-CRM on organizational innovation, it is necessery for the related managers and officials of government service organizations to implement or upgraded the electronic customer relationship management systems to use advantage of such these systems for innovation in their organization Manuscript profile
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  5 - Investigating the Factors Affecting Customer Loyalty with a Focus on Brand Personality (Case Study: Bank Mellat Isfahan Branches)
  Hamid Reza  Ahghaghi Mohammad Ghasemi Namaghi Ali   Hosseinzadeh
  Listed the brand as one of the most valuable assets of any company. The higher the brand value in the minds of customers, the more benefits a company can gain from its customers. The purpose of this study was to investigate the factors affecting customer loyalty with a More

  Listed the brand as one of the most valuable assets of any company. The higher the brand value in the minds of customers, the more benefits a company can gain from its customers. The purpose of this study was to investigate the factors affecting customer loyalty with a focus on brand personality (Case study: Bank Mellat Isfahan branches). The statistical population of this research consists of customers, employees and managers of Bank Mellat. The statistical population at the quantitative stage was about 384 people. Relationships between research variables were tested using smart.pls software. The results showed that the identified categories include customer value, brand credibility, brand trust, brand marketing, customer experience, customer image, company image, organizational factors, environmental factors, brand strength, competitive advantage, brand social responsibility, brand identity, Customer loyalty, service characteristics have been effective factors. Manuscript profile
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  6 - Investigating the Effect of Organizational Citizenship Behavior on Service Quality, and Customers' Satisfaction and Loyalty in the Hotel Industry: A Case Study of Mazandaran Province’s Parsian International Hotels
  jafar bahari mehdi karoubi Shahla  Bahari
  10.52547/journalitor.35756.10.20.157
  This study sought to investigate the effect of organizational citizenship behavior on service quality offered to and the satisfaction and loyalty of customers in the hotel industry, selecting the Parsian International Hotels in Mazandaran province, including the Parsian More

  This study sought to investigate the effect of organizational citizenship behavior on service quality offered to and the satisfaction and loyalty of customers in the hotel industry, selecting the Parsian International Hotels in Mazandaran province, including the Parsian Azadi Hotel in Ramsar, Iran (four-star) and the Parsian Azadi Khazar Hotel in Namakabroud, Chaloos, Iran (five-star) as the cases of the study, which was conducted in summer 2017. The study is regarded as applied in terms of purpose, descriptive in terms of research method, and survey in terms of data collection method, using Structural Equation Modeling and the Smart PKS Software to analyze the collected data. The study’s statistical population comprised all employees and visitors of Persian International Hotels in Mazandaran province, out of which the sample size was selected via random sampling and the Cochran. Moreover, a standard questionnaire was administered to collect the required data, whose reliability was measured using Cronbach's alpha. The study’s results indicated that organizational citizenship behavior had a significant positive influence on service quality offered to and the satisfaction and loyalty of the customers. It was also found that the customers’ satisfaction had a significant positive effect on their loyalty and that the customers’ satisfaction had the greatest path coefficient value, exerting the highest influence on the customers’ loyalty compared to other variables. Finally, necessary recommendations were offered based on the results of the data analysis. Manuscript profile
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  7 - Investigating the Influence of Human Resources Management Activities on Customer Loyalty in the Hoteling Industry Using a Multilevel Approach
  zahra Nikkhah-Farkhani Mohammad shaykhzade
  10.52547/journalitor.36121.11.21.1
  Considering the fact that customer loyalty is regarded as one of the most important concerns of hotel managers, this study sought to investigate the influence of human resources management activities on customer loyalty using a multi-level approach. The statistical popu More

  Considering the fact that customer loyalty is regarded as one of the most important concerns of hotel managers, this study sought to investigate the influence of human resources management activities on customer loyalty using a multi-level approach. The statistical population of the study comprised of managers, staff, and customers of four-star and five-star hotels in Mashhad. Moreover, the statistical sample size of the research at the organization level consisted of thirty-four, one-hundred and forty, two-hundred and forty managers, staff, and customers at organizational, staff, and customer levels, respectively. On the other hand, Sam’s 12-item questionnaire (2008) and the 17-item questionnaire developed by Al-Rafiei et al. (2013) were used to measure the human resources management activities and the staff’s satisfaction and loyalty, respectively, whose validity and reliability was tested using the Content validity method and Cronbach's alpha, respectively. Finally, HLM 7.02 and the SPSS software were used to analyse the collected data. The results proved the positive influence of human resources management activities on the staff’s satisfaction and loyalty, and in turn, on the satisfaction and loyalty of the customers. Therefore, it could be argued that hotel managers can increase the loyalty of their customers by emphasizing human resource management activities and improving their staff’s satisfaction and loyalty, which would increase the profitability of hotels in the long term by reducing marketing costs. Manuscript profile
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  8 - Investigating the Relationship between Service Quality and Customer's Satisfaction, Loyalty, and Trust: A Case Study of Tehran's Enghelab and Laleh Hotels
  jafar bahari Shahla  Bahari
  10.52547/journalitor.36165.9.18.0
  Today's business environment requires organizations to find new strategies to compete with their rivals. Therefore, maintaining customer satisfaction and loyalty is an important goal to achieve by organizations. In a world where competition among companies is constantly More

  Today's business environment requires organizations to find new strategies to compete with their rivals. Therefore, maintaining customer satisfaction and loyalty is an important goal to achieve by organizations. In a world where competition among companies is constantly increasing, the immediate solution to achieve a sustainable competitive advantage is to improve the quality of services, which in turn leads to customer satisfaction. Many organizations have recognized that customer satisfaction can bring about their long-term success, and the entities involved in the tourism industry, especially the hotels, are no exception. Furthermore, many studies conducted in various industries have shown that providing quality services is a key factor in building customer loyalty. In other words, offering superior services to customers leads to customer satisfaction, which is necessary to establish customer loyalty. This functional survey study set out to investigate the relationship between service quality and customer satisfaction, loyalty, and trust in the Enghelab and Laleh hotels in Tehran city. To collect the required data, some questionnaires were administered to the hotels' guests who were selected via the available non-random sampling method. The data were then analyzed via structural equation modeling using SMART PLS software. The results showed that service quality had a significant positive effect on customer satisfaction, trust, and loyalty. It was also found that customer satisfaction had a significant positive effect on customer's trust and loyalty. The impact of customer's trust on customer's loyalty was also proved to be positive and significant. Manuscript profile