Customer Satisfaction

Open Access Article

1 - A Model for impacts of Investment in IT on customer satisfaction, using Structural Equation Modeling and Path Analysis
jafar bagherinejad behtaj rasouli

In a research, that this paper reflects its results, a model for stating the relationship between investment in IT and customer satisfaction was developed. This study starts with extensive literature review on investment in IT and customer satisfaction. Then, a conceptu More

In a research, that this paper reflects its results, a model for stating the relationship between investment in IT and customer satisfaction was developed. This study starts with extensive literature review on investment in IT and customer satisfaction. Then, a conceptual model with four criteria (including Economic, educational, diffusion of ICT and telecommunication) and one latent variable (indicator of customer satisfaction) were designed. This model’s primary validity was approved through expert opinion. Then, in a field study in the organization under study, the required data have been gathered for testing functional approval of the model. In the next stage of research, by using SEM techniques and interactive regression equation in the form of path analysis and using the software like SPSS and LISREL , we concentrated the factors of relationship between latent variable and observed variables. The finding of the research shows direct relationship between economic and educational factors of IT investment on customer satisfaction. Manuscript profile

Open Access Article

2 - Effect of using of e-commerce on consumer behavior (Case study: Online customers of RIGHTEL company)
maryam mahmoodi

Today, customers increasingly go to the Internet to search, evaluate, buy, and in some cases use virtual products. This demand from consumers and online consumers, forces companies to manage their customers better and pay more attention to their demands. The purpose of More

Today, customers increasingly go to the Internet to search, evaluate, buy, and in some cases use virtual products. This demand from consumers and online consumers, forces companies to manage their customers better and pay more attention to their demands. The purpose of this study is to determine the effect of using e-commerce on Online consumers behavior of RIGHTEL company. The present research is descriptive in terms of research method and in terms of purpose is an applied type. The statistical population of this study is the students of Islamic Azad University of Naragh Branch. According to the Cocran formula, the size of the unlimited society is 171 people. sampling method is Simple random. In order to collect data, has been used two questionnaires including: Standard questionnaire for consumer behavior of LERMAN(2006) with 6 items and HAMDAN(2004) e-commerce standard questionnaire with 10 items, that the above questionnaires have a five-choice spectrum of Likert scale. The collected data through questionnaires were entered into the spss21 software. For statistical analysis of data, used statistical tests including Kolmogorov-Smirnov test and regression. The results of this study indicate that e-commerce has a direct impact on consumer behavior and its dimensions (customer satisfaction, trust, loyalty, positive politeness and negative politeness). Manuscript profile

Open Access Article

3 - Determine the level of customer satisfaction in e-commerce by using gamification (Case Study: Customers of the Bamilo company site)
Semiramis Torabi

The concept of gamification is the use of the elements of the game on the company's business website for the purpose of e-commerce, including the sale and purchase of company' website by using of the internet, the participation of users in marketing and advertising (by More

The concept of gamification is the use of the elements of the game on the company's business website for the purpose of e-commerce, including the sale and purchase of company' website by using of the internet, the participation of users in marketing and advertising (by email or group meeting on Facebook, Instagram, etc). Due to the important of this issue, customer satisfaction in Bamilo company is being investigate. To this end, the customers' satisfaction with the site of the company is determined by the questionnaire. According to the results of this research, there is a positive relationship between the gamified company' website and customer satisfaction. There is also a positive relationship between the gamify of the company's website and customer loyalty, repeat shopping, durability and trust. There is an indirect impact between the gamify of the company's website and customer loyalty, repeat shopping, durability and trust through customer satisfaction. This research measures the level of customer satisfaction by using gamification strategy on a commercial site.The main goal of this study is "Determine the impact of implementing "gamification strategies" on increasing "customers satisfaction" in e-commerce". Manuscript profile

Open Access Article

4 - A Framework for Identifying and Ranking Criteria for Evaluating the Quality of Electronic Services (Case studies: Golestan website of Payame-noor university)
Hossein Babaee mahmood salehesfahani fateme noorani

Service quality is a concept that, due to difficulties in defining and measuring the considerable debate in the literature, no general consensus, aroused. Often, customer satisfaction and service quality as a function of perceptions and customer expectations, and resear More

Service quality is a concept that, due to difficulties in defining and measuring the considerable debate in the literature, no general consensus, aroused. Often, customer satisfaction and service quality as a function of perceptions and customer expectations, and research has shown that the quality of the services plays an important role in its profitability. The purpose of this study is to provide a framework for identifying and ranking criteria for evaluating the quality of services. The results showed that, all parameters of quality of service are important. Response Time is an important indicator of the rest. The trustiness, informativeness, ease of use, empathy and visual appeal are next important factors. The users are satisfied with the trustiness and informativeness, but not with empathy. User satisfaction is medium with response time, ease of use and visual appeal. Manuscript profile

Open Access Article

5 - The Innovation Roadmap and Value Creation for Information Goods Pricing as an Economic Commodity
Hekmat Adelnia Najafabadi Ahmadreza Shekarchizadeh Akbar Nabiollahi Naser Khani Hamid Rastegari

10.7508/jist.2019.02.007

Nowadays, most books and information resources or even movies and application programs are produced and reproduced as information goods. Regarding characteristics of information goods, its cost structure and market, the usual and traditional pricing methods for such com More

Nowadays, most books and information resources or even movies and application programs are produced and reproduced as information goods. Regarding characteristics of information goods, its cost structure and market, the usual and traditional pricing methods for such commodity are not useful and the information goods pricing has undergone innovative approaches. The purpose of product pricing is to find an optimal spot for maximizing manufacturers' profits and consumers' desirability. Undoubtedly, in order to achieve this goal, it is necessary to adopt appropriate strategies and implement innovative strategies. Innovative strategies and tactics reflect the analysis of market share, customer behavior change, pattern of cost, customer preferences, quick response to customer needs, market forecast, appropriate response to market changes, customer retention, discovery of their specific requirements, cost reduction and customer satisfaction increase. In this research, 32 papers have been selected among 540 prestigious articles to create a canvas containing more than 20 possible avenues for innovations in the field of information goods pricing, which can be used in the companies producing information goods, regardless of their size, nationality, and type of information goods they produce. Introduction of some key ideas on how to increase both profits and customer satisfaction and also three open issues for future research in the field of information goods pricing is one of the achievements of this research. Manuscript profile

Open Access Article

6 - A dairy Products Green Supply Chain model with Emphasis on Customer Satisfaction: Combining Interpretive Structural Modeling Approach and Analytical Network Process
Ali Yousef Mahdi Homayounfar abdolaziz pagheh amir akhavanfar

The purpose of this study is to present a green supply chain model for dairy products with emphasis on customer satisfaction. The statistical population of the study consists of university professors and experts in the field of marketing and food and dairy industries of More

The purpose of this study is to present a green supply chain model for dairy products with emphasis on customer satisfaction. The statistical population of the study consists of university professors and experts in the field of marketing and food and dairy industries of Iran who have been selected by purposive sampling. Sampling continued until the theoretical saturation stage. The value of ICC coefficient was also approved to determine the reliability of the measuring instrument. Finally, 10 questionnaires and interviews with experts were used. The interpretive structural modeling approach is used to present the model and the network analysis process is used to prioritize the criteria. Findings showed that the factor of customer satisfaction in relation to the research topic and the presentation of the green supply chain model of dairy products is more effective In contrast, the factors of green innovation have the most, green entrepreneurship, green performance, internal green actions and external green participation have the most impact and the least impact. Also, the results of Mick Mac analysis showed that 7 factors related to the presentation of the green supply chain pattern of dairy products in terms of permeability and dependence are divided into three categories of infiltrators, dependent and autonomous. Finally, the prioritization of criteria showed that customer satisfaction has the highest weight among the criteria of the green supply chain of dairy products Manuscript profile

Open Access Article

7 - The Effect of IT Investments on Customer Satisfaction
Behtaj Rasoli Poshte Jafar Bagheri Nejad

Almost two trillion dollars in the world are capital and expenditure in the field of information technology projects annually. It's been more than a decade that researchers have discussed business value of information technology investment. Also plenty of investment has More

Almost two trillion dollars in the world are capital and expenditure in the field of information technology projects annually. It's been more than a decade that researchers have discussed business value of information technology investment. Also plenty of investment has been spent to satisfy the customer and shopping experience in fields which are related to information technology. For example, firms have experienced low investment of information technology such as the Internet Services providers and high investment of information technology such as comprehensive information systems for the implementing and enforcing human resources planning. This article is a result of research on information technology and intends to review information technology investments and technologies such as Customer Relationship Management and determine its impact on customer satisfaction. Comparative analysis of findings showed that there is a direct relationship between information technology investment of organizations and customer satisfaction in wide-scale. Manuscript profile

Open Access Article

8 - The Impacts of Business Intelligence, Customer and Loyalty Satisfaction and Brand Value in Iran Hygienic and Cellulose Industry
Reza Aghaei Milad Aghaee

10.7508/jstpi.2018.04.005

Today organizations are working in an environment in which has uncertainty because of competition in the market. So, the organizations will get success which make their customers loyal by business intelligence and customer satisfaction and finally help to increase their More

Today organizations are working in an environment in which has uncertainty because of competition in the market. So, the organizations will get success which make their customers loyal by business intelligence and customer satisfaction and finally help to increase their brand value. The aim of this research is considering the relationships between business intelligence, customer relationships and loyalty and brand value in hygienic and cellulose industry of Iran. Evaluation of each variable is a kind of decision making problem in which has internal systematic interactions between variables. So, we can use DEMATEL technique in FUZZY conditions for cause and effect relationships between variables. We benefit the ideas of 10 experts in cellulose and hygienic industry for considering the relationships between variables. The results show that there are systemic and network relation between research variables. Also, the results show that there is a two tailed relation between business intelligence and brand special value and customer satisfaction. Also, based on research results, customer satisfaction effects on loyalty, business intelligent and brand special value. Manuscript profile

Open Access Article

9 - The relation between organizational learning culture and customer satisfaction: The mediating role of job satisfaction
مهدی حقیقی کفاش زهره دهدشتی شاهرخ حسن غریبی

The purpose of this research is an experimental study in servicing sector (Parsian bank) for investigating the relation between organizational learning culture and job satisfaction and their relation with customer satisfaction which is used from Pantuakiz and Borenta (2 More

The purpose of this research is an experimental study in servicing sector (Parsian bank) for investigating the relation between organizational learning culture and job satisfaction and their relation with customer satisfaction which is used from Pantuakiz and Borenta (2013) model. In this model the relation between organizational learning culture and customer satisfaction with considering job satisfaction mediating role is investigated. For research investigation a sample size containing 234 people, working in Parsian bank branches in Tehran is taken in cluster random of sampling type. Collecting data of standard questionnaire with 21 questions which its validity and reliability is confirmed is done by distributing it among statistical population. Analyzing of data is done by descriptive statistics and statistical inference. In descriptive statistics section indexes including frequency index and percentage of frequency index and in statistical inference section, indexes including correlation methods and structural equation model are used respectively for path analysis. In this regard SPSS and LISREL software are used. The results of analysis shows the relation among organizational learning culture and customer satisfaction and job satisfaction. Generally, Parsian bank ability directly or indirectly to satisfy its customers is linked through its employees' effective and continuous effort and their job satisfaction. (p<0.05) Manuscript profile

Open Access Article

10 - Identify factors affecting Internet Banking Service Quality Case Study: Mellat Bank customers
maryam akhavan مجید باقری

Today, service quality, sustainable competitive advantage for the bank to bring it helps to create value and customer satisfaction. Therefore, improving the quality of customer service is vital for them. This study examined the factors affecting customers' perception of More

Today, service quality, sustainable competitive advantage for the bank to bring it helps to create value and customer satisfaction. Therefore, improving the quality of customer service is vital for them. This study examined the factors affecting customers' perception of Internet banking through careful investigation of the main studies as well as different models provided for quality assessment of electronic services. Based on the findings, an optimal model for the quality assessment of Internet banking services provided by Mellat Bank was designed. The statistical population included customers of the Internet banking services provided by Mellat Bank in Isfahan. Data collection was done using a questionnaire whose validity was confirmed according to experts' opinions and the reliability of the test was assessed using Cronbach's alpha for the initial sample and for the main test performed on all subjects in the statistical population, showing a high reliability. The second-order factor analysis was used to test the research hypotheses and prioritize the factors affecting the quality of electronic banking services. The findings showed that website design, responsiveness, empathy, guarantee, efficiency, security/trust, and compensation for damage were the most effective factors (in the order of significance) in the quality of Mellat Bank on-line Internet banking services. Manuscript profile

Open Access Article

11 - Modeling of the Factors affecting customer loyalty on internet brand using Fuzzy DEMATEL technique Mobin Net company
شادی پارسایی منش Ali Bonyadi Naeini

Regard to the wide growth of world wide web and their settlement in Figurative space and web meaning (web 2.0) and the development of internet job and business the Electronic Commerce has made a new way for job and business and the Internet Commerce has special importan More

Regard to the wide growth of world wide web and their settlement in Figurative space and web meaning (web 2.0) and the development of internet job and business the Electronic Commerce has made a new way for job and business and the Internet Commerce has special importance because of having high competition in this age. The Internet has caused many changes in companies and costumers' behavior for buying. On the other hand, the brand is also important for companies. For this reason, it is important to study and create an online brand. In this thesis using an evaluation method to find out Factors affecting customer loyalty on internet brand by DEMATEL technique in Mobin Net company for modeling internet brand. In this study, we use DEMATEL technique for evaluating Factors affecting customer loyalty, regard to the wide growth of world wide web this method propones a new vision to increase internet brand loyalty. In this study, two series of questionnaires were distributed, and after identifying the primary factors, matrix questionnaires were designed, and sent those for 14 loyal expert Individuals who familiar with the marketing and branding in this company. In this thesis, after identifying and evaluation of the primary factors, the most effective factors on Internet brand loyalty are including trust, satisfaction, brand credibility, Brand evaluation, Brand Personality, customer care, responsiveness, brand loyalty ,that they have the most strong relationship with loyalty, finally we modeling of the factors affecting customer loyalty on internet brand Manuscript profile

Open Access Article

12 - Assessing the impact of organizational change tend to increase customer satisfaction with regard to relationship marketing
zahra ameri

According to the important of the customer and customer satisfaction in successfully of organizations, and also the role of marketing methods in increasing the customer satisfaction, this study aims to evaluate the effect of tendency to organizational change on customer More

According to the important of the customer and customer satisfaction in successfully of organizations, and also the role of marketing methods in increasing the customer satisfaction, this study aims to evaluate the effect of tendency to organizational change on customer satisfaction. In this evaluation the effect of relationship marketing is considered as a mediator variable. This study is a practical search in terms of aim and is a descriptive survey in terms of method. The research scope contains the banking services and data is gathering by questionnaires of acceptance the organization changes, relationship marketing, and customer satisfaction through the interviewer by the Melli Bank experts of Iran. The validity and stability of the questionnaires are evaluated by content validity and Cronbach’s alpha index respectively. The amount of three questionnaires have obtained 0/887, 0/898, and 0/833. In this study the relation between variables and their affects are determined via regression test and structural equations. The result show that the tendency to organizational change is effective on relationship marketing and customer satisfaction, and also the relationship marketing is effective on customer satisfaction. Manuscript profile

Open Access Article

13 - Providing a New Method for Customer Satisfaction Data Analysis (Case Study: Automotive Industry: Logan Car)
mahnaz ebrahimi sadr abadi ali mohammad kimiagari seyed mahdi seyed esfahani

This research aims to provide a hybrid model based on econometrics and clustering to analyze customer satisfaction data. The statistical population of the research,Logan car owners and a sample of 177 customers from Pars Khodro agencies. The researcher, along with ISQI' More

This research aims to provide a hybrid model based on econometrics and clustering to analyze customer satisfaction data. The statistical population of the research,Logan car owners and a sample of 177 customers from Pars Khodro agencies. The researcher, along with ISQI's research team, identified the current needs of customers of all vehicles from post-sales services and by designing a customer satisfaction questionnaire, the effect of each variable on the overall satisfaction of customers according to the high-income group, middle income and low income is measured. Factors affecting overall customer satisfaction based on all income groups include six variables: Provision of parts on time; Description presented when vehicle clearance; Ease of access to dealers; periodic service quality; Quality of repairs; Cost of payment and in the high-income group, three variables are described: Cost of payment; Record mentioned Items by the receptionist at the time of admission; Description presented when vehicle clearance and In the middle income group, four variables are described: Provision of parts on time; Quality of repairs; Description presented when vehicle clearance; Cost of payment and and in the low-income group, it includes four variables: Description presented when vehicle clearance; Provision of parts on time; Quality of repairs; Ease of access to dealers. To run this research of software EViews and Spss is used. Manuscript profile

Open Access Article

14 - Proposing a model for evaluating the Customer Satisfaction Index (CSI) in the field of Information Technology (case study: The ICT guild organization companies in Tehran)
Milad Kolagar Daroonkola

Nowadays, the manufacturing and service organizations are considering customer satisfaction as an important criteria for evaluating the quality of their work. The importance of customers and their satisfaction is going to be the main purpose of organizations. The aim of More

Nowadays, the manufacturing and service organizations are considering customer satisfaction as an important criteria for evaluating the quality of their work. The importance of customers and their satisfaction is going to be the main purpose of organizations. The aim of this study is to propose a model for evaluating the customer satisfaction index (CSI) in the field of information technology (IT), which after reviewing the literature and identifying the main variables of, the factors which have the most important role in the field of evaluating customer satisfaction index were introduced by the analyzes done with Smart PLS 2 and SPSS softwares. According to the results of this study, the significance of all the paths and hypotheses were accepted and the most important of all is the significance of service support in relation to the variables of the American Customer Satisfaction Index (ACSI) which was accepted with a high path coefficient and correlation. This means that service support has a high importance in developing customer and client satisfaction in this field Manuscript profile

Open Access Article

15 - The effect of service brand dimensions on brand loyalty with the mediating role of customer satisfaction and brand attitude: A case study of Keshavarzi Bank branches in Torbat-e Heydarieh
وجیهه هوشیار Mohammad rostampour

Today, research on brand has acquired a special position in business, because the issue, through its impact on customer satisfaction and loyalty, can be very influential in the survival and life of a service entity. Accordingly, the purpose of this research is to invest More

Today, research on brand has acquired a special position in business, because the issue, through its impact on customer satisfaction and loyalty, can be very influential in the survival and life of a service entity. Accordingly, the purpose of this research is to investigate the effect of service brand dimensions on customer loyalty to a brand. The study was conducted in the population of customers of Keshavarzi Bank branches in Torbat-e Heydarieh. We tested the effect of brand dimensions (brand evidence, brand hearsay) on customer satisfaction and brand attitude as well as the effect of brand attitude on customer loyalty through seven hypotheses. For this purpose, we used structural equation modeling and LISREL software. Hypothesis testing was conducted on a sample of 322 subjects that were selected by random sampling method. Confirmatory factor analysis was used to assess the validity of research instrument (questionnaire), and the results showed an acceptable validity for each variable in the questionnaire (test statistic for all variables was higher than 4%). The reliability of the questionnaire was measured using Cronbach’s alpha test and the test statistic for all variable was higher than 7%, which indicates that the questionnaire has a good reliability. Moreover, all the seven hypotheses of the study were confirmed. Manuscript profile

Open Access Article

16 - Investigating the relationship between customer satisfaction and customer complaints and trust in the municipality of Tehran
hamidreza fouladgar abbas saghaee

In all new models of quality, customer satisfaction is a prerequisite for achieving financial goals. A reliable indicator to measure customer satisfaction and analysis of its results can provide a comprehensive picture of the company's performance and timely planning fo More

In all new models of quality, customer satisfaction is a prerequisite for achieving financial goals. A reliable indicator to measure customer satisfaction and analysis of its results can provide a comprehensive picture of the company's performance and timely planning for managers. In different models of customer satisfaction measurement, there are different evaluations between complaints; customer trust and customer satisfaction. Municipalities are the important organizations in municipal services and management of each city. In this study, the relationship between customer satisfaction and customer complaints and trust in the municipality of Tehran has been investigated. The statistical pool of the current research is divided in two groups; first, are deep interview with 38 managers and connoisseurs to assessing and measuring customer satisfaction level in municipality's activities. Second, are 450 questionnaires that distributed in customers. 420 questionnaires were returned with usable data. The method of data analysis is using Structural Equations and their evaluation by confirmatory Factor Analysis method using Lisrel software and also, comparative studies were performed using SPSS software. The results showed that customers' expectations, perceived quality of services and their mental image had a positive and significant effect on customer satisfaction in Tehran municipality. Also, customer satisfaction has a positive and significant effect on trust and negative relation with complaints. Manuscript profile

Open Access Article

17 - Math Modeling Customer Satisfaction with Dynamic Planning Approach (Case Study: Saipa Automobile Companies, Iran Khodro and Pars Khodro(
kamran jalilian kameleh nasiri

Companies must be able to preserve their customers and change them to the faithful ones. The automotive industry is one of the leading industries in the field of customer satisfaction. In this paper, based on a hierarchical analysis approach, customer satisfaction is fo More

Companies must be able to preserve their customers and change them to the faithful ones. The automotive industry is one of the leading industries in the field of customer satisfaction. In this paper, based on a hierarchical analysis approach, customer satisfaction is formulated based on indicators after sale services, sale process, initial quality study, initial quality study, automotive performance execution and layout of the automobile industry. Also, by presenting an optimization model, the optimum customer satisfaction path from 1395 to 1404 is presented as a perspective for Iran Khodro, Saipa and Pars Khodro companies using an optimized control methodology, which is used to solve the MATLAB software. Finally, the cost of upgrading the customer satisfaction of the products of these companies for two consecutive years is 1396-1395. The results of the research show that the number of initial quality study has the most impact on customer satisfaction, which should be given more importance in the future planning of automobile companies as the most important control variable in order to improve the optimum route of customer satisfaction over the years to come. Manuscript profile

Open Access Article

18 - The effect of services provided by employees on customers' behavioral goals with the mediating role of their satisfaction (Case study: Razi Insurance customers)
hamid reza masoudi

The purpose of this study is to investigate the effect of services provided by employees on customers' behavioral goals with the mediating role of their satisfaction among Razi Insurance customers in Qazvin. A questionnaire with a five-point Likert scale was used to col More

The purpose of this study is to investigate the effect of services provided by employees on customers' behavioral goals with the mediating role of their satisfaction among Razi Insurance customers in Qazvin. A questionnaire with a five-point Likert scale was used to collect data, Cronbach's alpha coefficient and combined reliability were used to measure its reliability, and the extracted mean variance (AVE) was used to measure its validity. The statistical population of the study is Razi Insurance customers in Qazvin. The available sampling method and statistical sample size using Cochran's formula is 384 people. In order to describe the findings, the frequency distribution table as well as bar graphs and central indicators such as mean as well as dispersion indices such as standard deviation and variance have been used. To answer the research questions and conclude from statistical methods and different tests using SPSS22 and LISREL8.54 software, to check the normality of the data from Kolmogorov-Smirnov test, confirmatory factor analysis test to confirm Validity of the questions and structural equation modeling technique were used to evaluate the fit of the research model with the collected data. The results showed that the main services provided by employees at a rate of 0.23 on customer satisfaction, communication services provided by employees at a rate of 0.42 on customer satisfaction and also 0.36 customer on the behavioral intention of customers (behavioral intentions). . Also, 14.5% of the total effect of the main services provided by employees on customer behavioral goals and 28.5% of the total effect of communication services provided by employees on customer behavioral goals are indirectly explained by the mediating variable of customer satisfaction. Manuscript profile

Open Access Article

19 - Investigating effect of front-line of employees’ competences on customer satisfaction with the role of moderating situational conditions (case of study: hypermi of store mashhad
وجیهه هوشیار Seyede farnaz Ahmadi saeed

Abstract Today, competition in the market is accelerating, organizations to be successful and take advantage of their competitive advantage must have the capabilities, which can be used with the resources they have, valuable performance and unparalleled. On the other h More

Abstract Today, competition in the market is accelerating, organizations to be successful and take advantage of their competitive advantage must have the capabilities, which can be used with the resources they have, valuable performance and unparalleled. On the other hand, human resources are the most important assets of organizations that help the productivity of the organization by learning knowledge and are effective in creating a competitive advantage and success of the organization in competition. This study seeks to investigate the effect of queue 1 staff competencies on customer satisfaction with the role of moderator of situation 2. The population of this study were the customers of Hypermy store in Mashhad. The sampling of this study is using Cochran's formula and 385 customers, whose data were collected through the standard questionnaire of Palacius et al. (2020). The measurement of validity from the validity of the structure gave the validity of the validity and the validity of the structure and Cronbach's alpha test was used to measure the reliability coefficient and Cronbach's alpha test was validated for variables. In this study, smart pls software was used to test the hypotheses. Because the model has two modifiers, one of which is qualitative. The results of this study indicate that the interaction competency variable of queue employees has an effect on customer satisfaction. Also, the competency variable has an effect on customer satisfaction. Employee demand variable modulates the effect of queue staff competence on customer satisfaction, but queue employee demand variable does not moderate the effect of interaction competence on customer satisfaction. In addition, store swarm variable 6 moderates the effect of queue staff competence on customer satisfaction, but store swarm variable did not have a moderating effect on the effect of queue staff interaction competence on customer satisfaction. Therefore, hyperemia store managers should provide customer satisfaction with the hypermia store by training capable employees in providing information and customer-oriented behavior in the hyperemia store. Manuscript profile

Open Access Article

20 - The Impact of Co-branding Elements on Customers’ Satisfaction and Loyalty in Chain Restaurants in Tehran
Jafar Ahangaran رضا اصلاني

Restaurant management is one of the important subsets of the tourism industry that makes tourist destinations more attractive. Additionally, food can be a cultural signifier and promote different cultural perspectives. Emerging concepts like co-branding can develop and More

Restaurant management is one of the important subsets of the tourism industry that makes tourist destinations more attractive. Additionally, food can be a cultural signifier and promote different cultural perspectives. Emerging concepts like co-branding can develop and improve the status of restaurant management in Iran. This research surveyed the impact of co-branding elements on customers’ satisfaction and loyalty in chain restaurants in Tehran. This is an applied research. Data are qualitative. Methods of data collection are documentary and survey. The statistical population was chain restaurants in Tehran. Data were collected through 268 questionnaires with convenience sampling. The Kolmogorov-Smirnov test, Pearson correlation coefficient, confirmatory factor analysis, and structural equation modeling have been used for data analysis. Research conceptual model evaluation has been done through partial least square path analysis with PLS software. The results indicated the impact of 3 elements of co-branding strategy on customers’ satisfaction and loyalty. The elements are “Price advantage, rewards-based advertising, and support services.” Co-branding can be an effective marketing strategy for restaurant managers to increase their customers’ satisfaction, and to make a better policy to achieve their goals. Manuscript profile

Open Access Article

21 - 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

Open Access Article

22 - Designing the Model to Identify and Prioritize the Satisfaction Indicators of e-business Customers in Fuzzy Environment Using BWM and TOPSIS
Hamed Mohamadalizadeh Mohammad Javad Ershadi Arman Sajedinejad

Failure to properly manage limited resources can ultimately lead to failure for these businesses. These businesses play an important role in inventing new methods that lead to technological changes and increased production capacity. It can be said that such units are dr More

Failure to properly manage limited resources can ultimately lead to failure for these businesses. These businesses play an important role in inventing new methods that lead to technological changes and increased production capacity. It can be said that such units are driven by change and competition, as they alter the overall structure of the market. The creation and development of these businesses is an important policy for creating new jobs, accelerating economic improvement, and fostering the growth of countries. Therefore, special attention should be paid to new businesses. This research aims to identify important factors by examining different models of customer satisfaction as well as theses and papers in this field. By presenting an indigenous model, the research first uses the best-worst fuzzy method to weight the e-business customer satisfaction factors. Then, using a fuzzy TOPSIS technique, it examines one category of e-business, namely online stores, and ranks them in terms of customer satisfaction criteria. The results show that this model, with high computational efficiency and compatibility, highlights the priority of customer satisfaction factors. Additionally, communication and interaction criteria were ranked as the most important, followed by product and service quality, price/time, and sales and after-sales service. Interactions, value/time benchmarking, quality benchmarking, and ultimately sales and after-sales service warranty were identified as the best sub-criteria. Manuscript profile

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