List of Articles Customer Loyalty

• Open Access Article
  • Abstract Page
  • Full-Text
  
  1 - 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
• Open Access Article
  • Abstract Page
  • Full-Text
  
  2 - 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
• Open Access Article
  • Abstract Page
  • Full-Text
  
  3 - 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
• Open Access Article
  • Abstract Page
  • Full-Text
  
  4 - 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