The effect of customer relationship management andrelationship quality on the value of customer s life cycle

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "The effect of customer relationship management andrelationship quality on the value of customer s life cycle"

Transcription

1 Technical Journal of Engineering and Applied Sciences Available online at 20 TJEAS Journal-20--S/ ISSN TJEAS The effect of customer relationship management andrelationship quality on the value of customer s life cycle Mohammad Hadi Ghani Yeganeh, Ali Sohrabian 2. MS of Industry Engineering, Islamic Azad University, Arak Branch 2. Graduate of Comercial Management, PayamNour University, Kabudarahang Corresponding Author ABSTRACT: The aim of this research is to investigate the effect of customer relationship management through relationship quality on the value of customer s life cycle. The research method in terms of purpose is applied and in terms of nature and description method based on the survey. Statistical population of this research consists of the customers of Mellat and Agricultural banks in the Metropolis Ahvaz that by the use of a statistical formula related to the unlimited societies of individuals with a unprobablistic sampling method available as a sample were selected.for collecting data we have used the standard questionnaires of Ming and Chen Kenny (2002) for measuring customer relationship management, the standard questionnaire of Sanchez and Chakrabarty (2007) for measuring relationship quality and the standard questionnaire of MacDonald and Kim Vacha (2002) for measuring the value of customer s life cycle; their reliability coefficient is respectively equal to (8/0), (88/0) and (82.0) by Cronbach's alpha. The collected data were analyzed by the method of structural equation modeling and by the use of AMOS technique. Results of this research show that the customer relationship management system has a positive effect on the customers satisfaction and trust and a negative effect on customers commitment. The evidence suggests that the relationship quality has an effect on the amount of customer s use of the services, loyalty, verbal advertising and inclination to revisiting of customers. Keywords:customer relationship management, relationship quality, the value of customer s life cycle INTRODUCTION The customer relationship management systemwas used also in the banking industry so that by means of it the relationship between bank and its customers was improved.in this research, from perspective of customers of branches of Agriculture and Mellat banks of Ahvaz metropolis, wedeal with the investigation of the effect ofcustomer relationship management on the relationship quality factors such as customer satisfaction, trust and commitment and that wetherrelationship quality makesto improve thevalue factors of customer life cyclesuch as the amount of use of services, customer loyalty, the verbal advertising and inclination torevisiting. PROBLEM STATEMENT From the perspective of customers, whatthe impact has thecustomer relationship management considering the relationship qualityon the value of customers life cycle in banks? RESEARCH OBJECTIVES Investigating the effect of customer relationship managementon relationship quality; Investigating the effect of relationship quality on the value of customer life cycle; RESEARCH HYPOTHESES customer relationship management (crm) hasan effect on therelationship quality (rq). the relationship quality (rq) has an effect on the amount of customer's use of services. the relationship quality (rq) has an effect on the amount of customer loyalty.

2 Tech J Engin & App Sci., (S): , 20 relationship quality (rq) has an effect on the amount of verbal advertising. relationship quality (rq) has an effect on the customer's inclination to re-visiting. RESEARCH METHODOLOGY The collection methods: library and field Collection tools: questionnaire It should be mentioned that in this research was used to answer questionsthe Likert options scale. I strongly disagree Table. the measurement scale of answers to questions I disagree I don t have aidea I agree I strongly agree 2 4 Validity and reliability Alpha value calculated for 4 questions of the questionnaire is generally Table 2. Cronbach's alpha value related to each of the components and variables Variables Cronbach's alphavalue Customer Relationship Management 0/8 Customer Satisfaction 0/79 Confidence 0/94 Commitment 0/9 Relationshipquality 0/88 Amount ofuseofservices 0/74 Loyalty 0/7 verbal advertising 0/79 inclination to re-visiting 0/84 value of customer s life cycle 0/82 Analysis Gender Gender Man Woman Total Table. and relative of respondents by gender absolute relative 28 0/67 0/ / Figure. Bar diagram related to gender of the sample individuals Mariage Table 4. and relative of the respondents by marriage Marriage Absolute relative Married 22 0/6 0/6 Single 0/ total 40

3 Tech J Engin & App Sci., (S): , 20 Figure 2. bar diagram related to marriage of sample individuals Age Table. Frequency and relative of respondents by age Age Absolute relative Less than /20 0/20 Between 26 to 0 4 0/4 0/4 Between to 7 0/20 0/74 Between 6 to /0 0/84 Between 4 to /06 0/90 More than /0 Total a 0 Less Between than 2 Between 26 to Between 0 to Between 6 to More 40 4 to than 4 46 Figure. bar diagram related to the age status of the sample individuals Education Table 6. and relative of the respondents by education Education Absolute relative Diploma and under diploma 44 0/8 0/8 Associate Degree 92 0/24 0/62 Graduate 0/29 0/9 MAandhigher 6 0/09 total Education 0 diploma associate degree Bs Mr Figure 4. bar diagram related to education of the sample individuals 402

4 Tech J Engin & App Sci., (S): , 20 Employment Table 7. and relative of the respondents by employment Employment Absolute relative Employed 299 0/88 0/88 Unemployed 86 0/22 total employ ment 0 0 employed unemployed Figure. bar diagramrelated to the employment of the sample individuals Table 8. and relative of the respondents by work experience work experience Absolute relative Less than 97 0/2 0/2 Between 6 to 0 0 0/4 0/66 Between to Between 6 to 20 Between 2 to 2 More than /4 0/06 0/07 0/07 0/70 0/06 0/9 Total work experi 20 0 Less than Between 6 to 0 Between to Between 6 to 20 Between 2 to 2 More than 26 Figure. bar diagram related to the work experience of the sample individuals 40

5 Tech J Engin & App Sci., (S): , 20 Table 9. description of the data statistical parameters for each variable Variables number ofquestions average maximum value Minimum value Standard deviation, Customer Relationship Management Customer Satisfaction Confidence /69 4/9 8/ /2 2/67 2/6 Commitment 7/ /97 Relationshipquality 4 0/ /9 Amount ofuseofservices Loyalty /67 8/6 2 2/6 2/9 verbal advertising 4 4/ /7 Inclination to revisiting The value of customer life cycle /07 6/ /2 / Inferential analysis of data The test of normality of data distribution by Kolmogorov Smirnov Variable Customer Relationship Management Relationshipquality The value ofcustomer life cycle Table 0. Result of Kolmogorov Smirnov test Average level of significance Value of calculated statistics 47/69 0/079 /07 0/8 6/2 0/76 0/067 0/8 /02 Data distribution is normal,because the significance level for all variables is greater than α=0.0. H0:The score average after X less than or equal to the meanlimit H:The score average after x is higher than mean limit variable Customer Relationship Management Relationshipquality The value ofcustomer life cycle Table. The single-sample average test The value confidence interval 9% under test Index number The significance for each average lower level variable upper limit limit multiplied by 2/ 6 /7 47/ /2 /6 8/9 0/62 0/8 6/2 Degree of freedom Statistics t 44/ 7/8 42/8 For all variables the value of significance level is close to 0.000that is less than 0.0. This means that average of variables hasasignificant difference with the theoreticalmean number. Hypothesis : "customer relationship management (crm) has an effect on relationship quality (rq)." H0:Customer relationship management (crm) has not an effect on relationship quality (rq). H:Customer relationship management (crm) has an effect on relationship quality (rq). Table 2. the result of linear regression for the effect of customer relationship management on relationship quality Regression coefficient Significance level Calculated Determinatio Correlation F n coefficient coefficient B 0/02 /7 0/0 0/8 0/8 4/89 0/04 404

6 Tech J Engin & App Sci., (S): , 20 The regression coefficient value which indicates the intensity of impact of the customer relationship management on the relationshipquality is 0.8.And since the level of significance (0.02) is less than the error level (0.0),therefore we can say that the hypothesis is confirmed. Figure 7. the result of structural equations modeling for impact of the customer relationship management on relationship quality Intensity of the impact of customer relationship management on the relationship quality based on structural equation modeling was 0.4and since the value K2 for model equal to 46.7 has a significance level 0.000,therefore the model is suitable pattern to show the effect of customer relationship management on the relationship quality. Hypothesis 2: "the relationship quality (rq) has an effect on amount of customer's use of services." H0:Relationship quality (rq) dose not have effect on amount of customer s use of service. H:Relationship quality (rq) has effect on amount of customer s use of service. Table. the result of the linear regression test for the effect of relationship quality on amount of customer's use of services Regression coefficient Significance level Calculated F Determination coefficient Correlation coefficient B 0/0 7/2 0/029 0/04 0/04 2/26 0/0 The value of regression coefficient is And since the significance level (0.0) is less than the error level (0.0),therefore it can be said that the hypothesis is confirmed. Figure 8. the result of structural equations modeling for the effect of relationship quality on amount of customer's use of services Intensity of the impactrelationship quality on amount of customer's use of services based on structural equation modeling was 0.0, andsince the value K2 for modelequal to isthe significance level 0.00,therefore the model is the suitable pattern to show the effect ofrelationship quality on amount of customer's use of services. Hypothesis : "Relationship quality (rq) has an effect on customer loyalty." H0:Relationship quality (rq) has not an effect on customer loyalty. H: Relationship quality (rq) has an effect on customer loyalty. 40

7 Tech J Engin & App Sci., (S): , 20 Table 4. the result of linear regression test for the effect of relationship quality on customer loyalty Regression coefficient Significance level Calculated F Determination coefficient Correlation coefficient B 0/00 0/09 0/24 0/ 0/ 2/48 0/7 The value of regression coefficient is 0..And since the significance level (0.0) is less than the error level (0.0),therefore we can say that the hypothesis is confirmed. Figure 9. the result of structural equation modeling forthe effect of relationship quality on amount of customer loyalty. Intensity of the effect of relationship quality on amount of customer loyalty based on structural equation modeling was 0.27,and since the value K2 for the model equal to 8.22 hasthe significance level 0.000,therefore the model is suitable pattern to show the effect of relationship quality on amount of customer loyalty. Hypothesis 4: "Relationship quality (rq) has an effect on amount of verbal advertising." H0: Relationship quality (rq) has not anyeffect on amount of verbal advertising. H:Relationship quality (rq) hasan effect on amount of verbal advertising. Table.The result of linear regression test for the effect of relationship quality on amount of verbal advertising Regression coefficient Significance level Calculated F Determination coefficient Correlation coefficient B 7/946 0/00-0/ -0/ /247-0/29 The value of regression coefficient is And since the significance level (0.000) is less than the error level (0.0),therefore we can say that the hypothesis is confirmed. Figure 0. the result of structural equations modeling forthe effect ofrelationship quality on amount of verbal advertising Intensity of the effect of relationship quality on the verbal advertising based on structural equations modeling was -0.and since the value K2 for the model equal to 6. has a significance level 0.000,therefore the model is suitable patternfor showing the effect of relationship quality on the amount of verbal advertising. Hypothesis : "Relationship quality (rq)hasan effect on consumer s inclinaton to revisiting." H0: Relationship quality (rq)hasnot any effect on consumer s inclinaton to revisiting. H: Relationship quality (rq)has impact on consumer s inclinaton to revisiting. Table 6. the result of linear regression test for the effect of relationship quality on customer's inclinaton to revisiting. Regression coefficient Significance level Calculated F Determination coefficient Correlation coefficient B 0/026 4/27 0/00-0/08-0/08 2/490-0/

8 Tech J Engin & App Sci., (S): , 20 The value of regression coefficient is and since the significance level (0.026) is less than the error level (0.0), therefore we can say that the hypothesis is confirmed. Figure. The result of structural equations modeling forthe effect of relationship quality on customer's inclinaton to revisiting. Intensity of the effect of relationship quality on customer's inclinaton to revisiting based on structural equations modeling was 0.0and since the valuek2 for model equal to 24. has a significance level 0.00,therefore the model is suitable patternfor showing the effect of relationship quality on customer's inclinaton to revisiting. secondary findings Table 7. results of comparing the situation of three variables including the customer relationship management,relationship quality and value of customer s life cycle based on demographic characteristics relationship quality value of customer s life cycle customer relationship management Statistic value of Statistic value of significance level Statistic value of significance level significance level type of bank -/77 0/002 -/08 0/647-0/47 Gender 0/48-0/699 0/80-0/24 0/227 -/207 Marriage 0/446-0/76 0/426-0/796 0/8 0/46 Age 0/8 2/24 0/97 /6 0/28 6/22 Education 0/22 4/64 0/7 2/009 0/2 2/247 Employment 0/827-0/28 0/79 0/ 0/606-0/6 Work experience 0/02-2/8 0/78 -/2 0/7-2/86 Mann-Whitney s test results show thattheindividuals views for the variable of customer relationship management are not different from each other.in the case of variable ofrelationship quality and value of customer s life cycle, it is noteworthy that value ofthesevariables are not equal just only based on the type of bank.but the result ofkruskal-wallis test for comparing the values of three variables including the customer relationship management, relationship quality and value of customer s life cycle based on age, education level and work experience shows thatonly the average ofvariable of value of customer s life cycle based on individuals work experience in different groups is different. first hypothesis second hypothesis third hypothesis fourth hypothesis fifth hypothesis Table 8. test results of hypotheses based on the sample of Agricultural Bank significance level 0/00 0/00 0/004 Statistic value 6/24 /24 7/269 9/79 2/4 Regression coefficient 0/42 0/02 0/24 0/0-0/062 Table 9. the results of test of hypotheses based on the sample of Mellat bank first hypothesis second hypothesis third hypothesis fourth hypothesis fifth hypothesis significance level 0/002 0/08 Statistic value 2/24 4/624 0/27 8/267 /004 Regression coefficient 0/266 0/08 0/66-0/4-0/0 407

9 Tech J Engin & App Sci., (S): , 20 The individuals view of the sample of Agricultural Bank inthe first hypothesis is more favorable than Mellat bank,but in the rest of hypotheses themellat bank is closer to the general result except in the last hypothesis that this hypothesis has not been confirmed from the viewpoint of the Mellat bank s customers. CONCLUSION The research first hypothesis was confirmed.in fact, the results of this research showed that factors affecting the customer relationship quality in the bank are providing the updated service to customers by the bank, attention to the attitudes and views of customers, the suitable website, providing services through diverse channels and low-cost of services. The research second hypothesis was confirmed.the intensity of the regression coefficient showed that to 6% of the changes in the amount of use of customer service depends on the relationship quality. The research third hypothesis was confirmed.results of this research showed that customers of agricultural bank branches and Mellat bank in metropolis Ahvaz believe that satisfying the expectations of customers, staff s convenient behavior, trust to the services provided by the bank, the accuracy of banking operations, attention to new proposals and assisting customers in unexpected situations are the essential factors of customer loyalty; they draw the customers attention. The research fourth hypothesis was confirmed. Of course,the results of the analyses showed that there is a negative and inverse relationship between relationship quality and verbal advertising and its intensity is also about 0. to 0.. The research fifth hypothesis was confirmed.the intensity of the regression coefficient showed that to % of changes in the amount of inclination to reuse depends on the relationship quality. REFERENCES Almotari, mohammad,(2008). "crm success factors taxonomy.european and mediteranean conference on information system. Alvandi, Mohsen and Karimi, Mohammad (2009), "Comparative study of customer relationship management ofthree Iranian banks with SWIFT model approach", Journal of Development and Evolution management, no., pp Anderson,E.,Weitz B,(99). The use of pledges to build and sustain commitment indistribution channels. Journal of marketing research 29 (February), pp.8-4. Crosby, l.a.,evan s,k. R.,cowls.d,(990). relationship quality in services selling :an interpersonal influence perspective. Journal of marketing 4(),pp Day,g. S.,van den bulte,c,(2002). superiority in customer relationship management :consequences for compectitive advantage and performance.working paper. Wharton school of economics university of Pennsylvania. Dick,a.,and basu,k,(994). customer loyality toward an intergratedcocetual frame work. Journal of the academy of marketing sience,22(2), pp.99-. Doney, P. M.,cannon,j.p,(9997). anexamination of the trust in buyer seller relationship. Journal of marketing 6(april),-. Dwyer f.r,(989). customer lifetime valuation to support marketing decision making.journal of direct marketing (4),8-. Elahy, Shaban and Heidari, B. (2008), Customer Relationship Management, Tehran, commercial publishing company. Falk,m,(2004). ICT linked firm reorganization and productivity gains".wifo working papers,no 26,pp.-44. Feinberg,R.A.kadam,R.hokam,L and kim, I,(2002). the state of electronic customer relationship management in retailing.international journal of retail distribution management,0(0), pp Garbarino,e.,Johnson,m.s,(999). the different roles of satisfaction,trust,and commitment in customer relationship. Journal of marketing 6(april), Kumar,n.,scheer,l.k.,steenkamp,j. B,(99). the effects of supplier fairness on vulnerable resellers.journal of marketing research 2(),pp.4-6. Moormam,c.,deshpande,r.,zaltman,G,(99). factors affecting trust in market research relationship.journal of marketing 7(),8-0. Morgan,r.m,hunt,s.d,(994). the commitment trust theory if relationship marketing.journal of marketing 8(),pp Najafi, Masoumeh (202), "Review and the explanation of the factors influencing customer loyalty in electronic banking: Case of electronic customers of MellatBank ", Lorestan University master's thesis. Nazmy, Jamshid;Jafari, Pejman;Hashemi, Hamed (202), "Exploring the characteristics of customers of micro banking by the use of data mining techniques", Journal of Marketing Management, no. 4, Spring 20, pp. -6. NejhadAmiri M.&Madhoushi, Mehrdad (2006), "providing a comprehensive model for calculating the value of customer s life cycle (clv)", the fourth International Management Conference, Tehran. Ngai,e.w,xiu,li and chau,d.c,(2009). application of data mining techniques in customer relationship management :a literature review and classification.expert system with application,vol 6,pp Oliver,r.l.,rust,r.t.varki,s,(997). customer delight :foundations,findings and managerial insight.journal of retailing 7(),

MAGNT Research Report (ISSN. 1444-8939) Vol.2 (Special Issue) PP: 213-220

MAGNT Research Report (ISSN. 1444-8939) Vol.2 (Special Issue) PP: 213-220 Studying the Factors Influencing the Relational Behaviors of Sales Department Staff (Case Study: The Companies Distributing Medicine, Food and Hygienic and Cosmetic Products in Arak City) Aram Haghdin

More information

A STUDY OF THE ROLE OF INFORMATION TECHNOLOGY FOR IMPROVEMENT, A TOOL FOR CUSTOMER RELATIONSHIP MANAGEMENT IN IRAN KHODROU AGENCIES

A STUDY OF THE ROLE OF INFORMATION TECHNOLOGY FOR IMPROVEMENT, A TOOL FOR CUSTOMER RELATIONSHIP MANAGEMENT IN IRAN KHODROU AGENCIES A STUDY OF THE ROLE OF INFORMATION TECHNOLOGY FOR IMPROVEMENT, A TOOL FOR CUSTOMER RELATIONSHIP MANAGEMENT IN IRAN KHODROU AGENCIES Zahra Khoshiman and *Farshid Namamian Department of Business Management,

More information

Keywords: Marketing Strategy, Competitive Advantage, the Customer Relationship System, State Banks of Kermanshah

Keywords: Marketing Strategy, Competitive Advantage, the Customer Relationship System, State Banks of Kermanshah CODIFYING THE MARKETING STRATEGY WITH AN APPROACH TO THE COMPETITIVE ADVANTAGE- CASE STUDY: THE COMPARISON OFCUSTOMER RELATIONSHIP SYSTEM IN STATE BANKS Jalaledin Gavazi and *Seyed Reza Hassani Department

More information

The effect of social value on the Bank customer loyalty (Case Study: branches of Mellat Bank in the city of Isfahan)

The effect of social value on the Bank customer loyalty (Case Study: branches of Mellat Bank in the city of Isfahan) ACADEMIE ROYALE DES SCIENCES D OUTRE-MER BULLETIN DES SEANCES Vol. 4 No. 2 May 2015 pp. 260-266 ISSN: 0001-4176 The effect of social value on the Bank customer loyalty (Case Study: branches of Mellat Bank

More information

The impact of relationship marketing on customer loyalty enhancement (Case study: Kerman Iran insurance company)

The impact of relationship marketing on customer loyalty enhancement (Case study: Kerman Iran insurance company) Marketing and Branding Research 3(2016) 41-49 MARKETING AND BRANDING RESEARCH WWW.AIMIJOURNAL.COM INDUSTRIAL MANAGEMENT INSTITUTE The impact of relationship marketing on customer loyalty enhancement (Case

More information

SCIENCE ROAD JOURNAL

SCIENCE ROAD JOURNAL SCIENCE ROAD Journal SCIENCE ROAD JOURNAL Year: 2015 Volume: 03 Issue: 03 Pages: 278-285 Analyzing the impact of knowledge management on the success of customer communications with intermediary role of

More information

THE IMPACT OF CORPORATE SOCIAL RESPONSIBILITY ON CONSUMER SATISFACTION (A CASE STUDY: CAR INDUSTRY IN SHIRAZ)

THE IMPACT OF CORPORATE SOCIAL RESPONSIBILITY ON CONSUMER SATISFACTION (A CASE STUDY: CAR INDUSTRY IN SHIRAZ) ISSN: 0976-2876 (Print) ISSN: 2250-0138(Online) THE IMPACT OF CORPORATE SOCIAL RESPONSIBILITY ON CONSUMER SATISFACTION (A CASE STUDY: CAR INDUSTRY IN SHIRAZ) IMAN AZIZI a1, FATEMEH SAAGHI b AND SALIMEH

More information

Effective Factors Influencing on the Implementation of Knowledge Management in the Agricultural Bank of Qom Province

Effective Factors Influencing on the Implementation of Knowledge Management in the Agricultural Bank of Qom Province International Journal of Agricultural Management and Development (IJAMAD) Available online on: www.ijamad.iaurasht.ac.ir ISSN: 2159-5852 (Print) ISSN:2159-5860 (Online) Effective Factors Influencing on

More information

A Survey of the Relationship between Quality of Work Life and Customer Relationship Management (Case Study: Keshavarzi Bank Branches of Kermanshah)

A Survey of the Relationship between Quality of Work Life and Customer Relationship Management (Case Study: Keshavarzi Bank Branches of Kermanshah) ORIGINAL ARTICLE Received 15 Oct. 2012 Accepted 30 Dec. 2012 2012, Scienceline Publication www.science-line.com Asian Journal of Social and Economic Sciences Asian J. Soc. Econ. Sci. 1(1): 18-22, 2012

More information

RELATIONSHIP BETWEEN BUSINESS INTELLIGENCE AND ORGANIZATIONAL PERFORMANCE (CASE STUDY: FOOD INDUSTRY COMPANIES IN RASHT INDUSTRIAL CITY)

RELATIONSHIP BETWEEN BUSINESS INTELLIGENCE AND ORGANIZATIONAL PERFORMANCE (CASE STUDY: FOOD INDUSTRY COMPANIES IN RASHT INDUSTRIAL CITY) RELATIONSHIP BETWEEN BUSINESS INTELLIGENCE AND ORGANIZATIONAL PERFORMANCE (CASE STUDY: FOOD INDUSTRY COMPANIES IN RASHT INDUSTRIAL CITY) Mehrdad Goudarzvand Chegini Department of Public Management, Rasht

More information

Review and Rating factors affecting the Deployment of (CRM) Customer Relationship Management at Nestle Company

Review and Rating factors affecting the Deployment of (CRM) Customer Relationship Management at Nestle Company Review and Rating factors affecting the Deployment of (CRM) Customer Relationship Management at Nestle Company Rogaye Rezaeegiglo Department of Management, Bilesvar Branch, Islamic Azad University Ali

More information

Assessing CRM indicators effects on creating brand image at health care services

Assessing CRM indicators effects on creating brand image at health care services Available online at www.behaviorsciences.com Reef Resources Assessment and Management Technical Paper ISSN: 16077393 RRAMT 2013 Vol. 38(2), 2013, 5 Assessing CRM indicators effects on creating brand image

More information

J. Appl. Environ. Biol. Sci., 4(3)253-260, 2014. 2014, TextRoad Publication

J. Appl. Environ. Biol. Sci., 4(3)253-260, 2014. 2014, TextRoad Publication J. Appl. Environ. Biol. Sci., 4(3)253-260, 2014 2014, TextRoad Publication ISSN: 2090-4274 Journal of Applied Environmental and Biological Sciences www.textroad.com Investigation of the Influence of Human

More information

Investigating the effective factors on Customer Relationship Management capability in central department of Refah Chain Stores

Investigating the effective factors on Customer Relationship Management capability in central department of Refah Chain Stores Investigating the effective factors on Customer Relationship Management capability in central department of Refah Chain Stores Salar Fathi, M.A. Student, Department of Management, Business Branch, Islamic

More information

Analysis of the Relationship between Strategic Management and Human Resources Management in Informatics Services Company of Tehran Province

Analysis of the Relationship between Strategic Management and Human Resources Management in Informatics Services Company of Tehran Province Modern Applied Science; Vol. 10, No. 6; 2016 ISSN 1913-1844 E-ISSN 1913-1852 Published by Canadian Center of Science and Education Analysis of the Relationship between Strategic Management and Human Resources

More information

DAVOOD MEHRJOO a1 AND MANSOOR MIRMOOSAVI b

DAVOOD MEHRJOO a1 AND MANSOOR MIRMOOSAVI b Indian J.Sci.Res. 7 (1): 687-691, 014 ISSN: 0976-876 (Print) ISSN: 50-0138(Online) ELECTRONIC SYSTEM OF HUMAN RESOURCE MANAGEMENT AND EXERCISE OF LEADERSHIP IN HUMAN RESOURCES: A CASE STUDY OF AMIRALMOMENIN

More information

SEM Analysis of the Impact of Knowledge Management, Total Quality Management and Innovation on Organizational Performance

SEM Analysis of the Impact of Knowledge Management, Total Quality Management and Innovation on Organizational Performance 2015, TextRoad Publication ISSN: 2090-4274 Journal of Applied Environmental and Biological Sciences www.textroad.com SEM Analysis of the Impact of Knowledge Management, Total Quality Management and Innovation

More information

J. Appl. Environ. Biol. Sci., 5(5)220-226, 2015 2015, TextRoad Publication

J. Appl. Environ. Biol. Sci., 5(5)220-226, 2015 2015, TextRoad Publication 2015, TextRoad Publication ISSN: 2090-4274 Journal of Applied Environmental and Biological Sciences www.textroad.com Evaluation of the Impact of Change Management Dimensions on Increasing Organizational

More information

The Study of Relationship between Customer Relationship Management, Patrons, and Profitability (A Case Study: all Municipals of Kurdistan State)

The Study of Relationship between Customer Relationship Management, Patrons, and Profitability (A Case Study: all Municipals of Kurdistan State) International Journal of Basic Sciences & Applied Research. Vol., 3 (SP), 316-320, 2014 Available online at http://www.isicenter.org ISSN 2147-3749 2014 The Study of Relationship between Customer Relationship

More information

The Study of the Effect of Brand on Customer Loyalty of Electronic products

The Study of the Effect of Brand on Customer Loyalty of Electronic products International J. Soc. Sci. & Education 2013 Vol.3 Issue 4, ISSN: 2223-4934 E and 2227-393X Print The Study of the Effect of Brand on Customer Loyalty of Electronic products By 1 Mona Sanaei Nasab and 2

More information

THE ROLE OF QUALITY INSURANCE SERVICES ON AMOUNT OF INSURED WILLINGNESS BASED ON THE SERVQUAL MODEL

THE ROLE OF QUALITY INSURANCE SERVICES ON AMOUNT OF INSURED WILLINGNESS BASED ON THE SERVQUAL MODEL THE ROLE OF QUALITY INSURANCE SERVICES ON AMOUNT OF INSURED WILLINGNESS BASED ON THE SERVQUAL MODEL Marhamat Hemmat Poor Department of Edecation Management, Islamic Azad University,Rasht Branch, Rasht,

More information

An Empirical Study on the Influence of Perceived Credibility of Online Consumer Reviews

An Empirical Study on the Influence of Perceived Credibility of Online Consumer Reviews An Empirical Study on the Influence of Perceived Credibility of Online Consumer Reviews GUO Guoqing 1, CHEN Kai 2, HE Fei 3 1. School of Business, Renmin University of China, 100872 2. School of Economics

More information

J. Appl. Environ. Biol. Sci., 4(6)204-214, 2014. 2014, TextRoad Publication

J. Appl. Environ. Biol. Sci., 4(6)204-214, 2014. 2014, TextRoad Publication 2014, TextRoad Publication ISSN: 2090-4274 Journal of Applied Environmental and Biological Sciences www.textroad.com A Review of Electronic Customer Relationship Management Process and Its Impact on the

More information

www.engineerspress.com

www.engineerspress.com www.engineerspress.com Volume: 1 Issue: 6 Pages: 101-112 Analyzing the Effects of Electronic Human Resource Management on the Talent Management Strategies (Medical University of Isfahan as a Case Study)

More information

MAGNT Research Report (ISSN. 1444-8939) Vol.2 (Special Issue) PP: 860-867

MAGNT Research Report (ISSN. 1444-8939) Vol.2 (Special Issue) PP: 860-867 The Relationship between Customer Relationship Management and Market Oriented Approach and Market Performance (Case Study: Internet companies in Tehran) Peyman Shiroui *1 and Hossein Boudaghi khajeh Noubar

More information

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) AND ITS IMPACT ON PERFORMANCE IMPROVEMENT OF COMPANIES IN IRAN TELECOMMUNICATIONS

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) AND ITS IMPACT ON PERFORMANCE IMPROVEMENT OF COMPANIES IN IRAN TELECOMMUNICATIONS CUSTOMER RELATIONSHIP MANAGEMENT (CRM) AND ITS IMPACT ON PERFORMANCE IMPROVEMENT OF COMPANIES IN IRAN TELECOMMUNICATIONS Siamak Alipour 1, Shahram Golrang Arabani 2, Mohammad Talebi Asadi 3, Reza Zareii

More information

The Impact of Service Quality on Customer Loyalty: A Study of Bank Mali in Seakale City, Guilin, Iran

The Impact of Service Quality on Customer Loyalty: A Study of Bank Mali in Seakale City, Guilin, Iran International Research Journal of Applied and Basic Sciences 2012 Available online at www.irjabs.com ISSN 2251-838X / Vol, 3 (10): 2120-2126 Science Explorer Publications The Impact of Service Quality

More information

Journal of Renewable Natural Resources Bhutan ISSN: 1608-4330

Journal of Renewable Natural Resources Bhutan ISSN: 1608-4330 Journal of Renewable Natural Resources Bhutan ISSN: 16084330 Evaluation of Association between Customer Relationship Management and Efficient Relationship Marketing using the Balanced Scorecard (Case Study:

More information

Department of Business Management, Islamic Azad University, Iran

Department of Business Management, Islamic Azad University, Iran Factors Influencing Online Purchase Books By Students and Lecturer of Qazvin University of Medical Sciences Maryam Jabbari Department of Business Management, Islamic Azad University, Iran Abstract The

More information

Factors Affecting the Attractiveness of the Stock Market for Individuals to Invest

Factors Affecting the Attractiveness of the Stock Market for Individuals to Invest Factors Affecting the Attractiveness of the Stock Market for Individuals to Invest Mohammad Reza Rashaki 1, Farahdokht Ebadi 2 1 MA, Department of Accounting, Zahedan Branch, Islamic Azad University, Iran

More information

The Impact of Marketing Mix on Brand Equity of Sneakers

The Impact of Marketing Mix on Brand Equity of Sneakers The Impact of Marketing Mix on Brand Equity of Sneakers Rasool Zabetian 1, Ali Benesbordi 2, Khalil Tari Gholi 3 Abstract This study aimed to investigate the impact of selected elements of the marketing

More information

INVESTIGATION OF EFFECTIVE FACTORS IN USING MOBILE ADVERTISING IN ANDIMESHK. Abstract

INVESTIGATION OF EFFECTIVE FACTORS IN USING MOBILE ADVERTISING IN ANDIMESHK. Abstract INVESTIGATION OF EFFECTIVE FACTORS IN USING MOBILE ADVERTISING IN ANDIMESHK Mohammad Ali Enayati Shiraz 1, Elham Ramezani 2 1-2 Department of Industrial Management, Islamic Azad University, Andimeshk Branch,

More information

Effect of Knowledge Management on Success of Customer Relationship Management in Eghtesad Novin Bank of Tehran

Effect of Knowledge Management on Success of Customer Relationship Management in Eghtesad Novin Bank of Tehran Effect of Knowledge Management on Success of Customer in Eghtesad Novin Bank of Tehran Mehrdad Hasanzadeh Department of Marketing Management, Central Tehran Branch, Islamic Azad University, Tehran, Iran

More information

Impact of Customer Relationship Management (CRM) on Marketing Performance: A Case Study in Mellat Bank of Mazandaran Province

Impact of Customer Relationship Management (CRM) on Marketing Performance: A Case Study in Mellat Bank of Mazandaran Province European Online Journal of Natural and Social Sciences 2013; www.european-science.com Vol.2, No.3 Special Issue on Accounting and Management. ISSN 1805-3602 Impact of Customer Relationship Management (CRM)

More information

Factors Affecting Demand Management in the Supply Chain (Case Study: Kermanshah Province's manufacturing and distributing companies)

Factors Affecting Demand Management in the Supply Chain (Case Study: Kermanshah Province's manufacturing and distributing companies) International Journal of Agriculture and Crop Sciences. Available online at www.ijagcs.com IJACS/2013/6-14/994-999 ISSN 2227-670X 2013 IJACS Journal Factors Affecting Demand Management in the Supply Chain

More information

FACTORS AFFECTING SUCCESSFUL IMPLEMENTATION OF NICHE MARKETING IN TEHRAN METROPOLIS

FACTORS AFFECTING SUCCESSFUL IMPLEMENTATION OF NICHE MARKETING IN TEHRAN METROPOLIS Revista Empresarial Inter Metro / Inter Metro Business Journal Spring 2012 / Vol. 8 No. 1 / p. 33 FACTORS AFFECTING SUCCESSFUL IMPLEMENTATION OF NICHE MARKETING IN TEHRAN METROPOLIS By Mehdi Noursina Management

More information

Investigating the Relationship between Organizational Environment and Productivity of Organizational Managers

Investigating the Relationship between Organizational Environment and Productivity of Organizational Managers Euro-Asian Journal of Economics and Finance ISSN: 2310-0184 Volume: 1, Issue: 1 (October 2013), Pages: 51-62 2013 Academy of Business & Scientific Research http://www.absronline.org/eajef Investigating

More information

The effects of customer relationship management dimensions on organizational performance (Case study: shipping organization of Iran)

The effects of customer relationship management dimensions on organizational performance (Case study: shipping organization of Iran) WALIA journal 31(S4): 134-141, 2015 Available online at www.waliaj.com ISSN 1026-3861 2015 WALIA The effects of customer relationship management dimensions on al (Case study: shipping of Iran) Mohammad

More information

360 Degree Feedback and Performance Evaluation Method Based on the Managers and Executives Examining their Relationship to Job Satisfaction

360 Degree Feedback and Performance Evaluation Method Based on the Managers and Executives Examining their Relationship to Job Satisfaction J. Basic. Appl. Sci. Res., 3(5)547-554, 2013 2013, TextRoad Publication ISSN 2090-4304 Journal of Basic and Applied Scientific Research www.textroad.com 360 Degree Feedback and Performance Evaluation Method

More information

The Relationship between Service Quality and Perceived Value with Customer Loyalty and Aerobic Fitness Clubs in Tabriz

The Relationship between Service Quality and Perceived Value with Customer Loyalty and Aerobic Fitness Clubs in Tabriz 2015; 1(6): 69-73 P-ISSN: 2394-1685 E-ISSN: 2394-1693 Impact Factor (ISRA): 4.69 IJPESH 2015; 1(6): 69-73 2015 IJPESH www.kheljournal.com Received: 07-05-2015 Accepted: 09-06-2015 Mohammad Rahim Najafzadeh

More information

Studying the Effects of Customer Relationship Management on the Marketing Performance (Isfahan Saderat Bank as a case Study)

Studying the Effects of Customer Relationship Management on the Marketing Performance (Isfahan Saderat Bank as a case Study) Studying the Effects of Customer Relationship Management on the Marketing Performance (Isfahan Saderat Bank as a case Study) Mahsa Namjoyan M.A Student, Mobarakeh Branch, Islamic Azad University, Mobarakeh,

More information

Effects of e-commerce on supply chain of production companies in Isfahan

Effects of e-commerce on supply chain of production companies in Isfahan International Journal of Advanced Biotechnology and Research (IJBR) ISSN 0976-2612, Online ISSN 2278 599X, Vol-7, Special Issue3-April, 2016, pp260-269 http://www.bipublication.com Research Article Effects

More information

Factors affecting the electronic exchange of data through Viral Marketing. (Case study: E-commerce users in Rasht city)

Factors affecting the electronic exchange of data through Viral Marketing. (Case study: E-commerce users in Rasht city) Volume 5, Number 1, 2015 Online ISSN 1800-556X Journal s URL:http://www. barsjournal.net Factors affecting the electronic exchange data through Viral Marketing (Case study: E-commerce users in Rasht city)

More information

The Relationship between Organizational Culture and Employee Performance by Using Denison Model (Case Study: Ma Insurance Company)

The Relationship between Organizational Culture and Employee Performance by Using Denison Model (Case Study: Ma Insurance Company) www.ijrls.pharmascope.org The Relationship between Organizational Culture and Employee Performance by Using Denison Model (Case Study: Ma Insurance Company) Saeed Najafi 1, Ahmad Reza Kasrai 2 * ISSN 2231-2935

More information

COMPARISONS OF CUSTOMER LOYALTY: PUBLIC & PRIVATE INSURANCE COMPANIES.

COMPARISONS OF CUSTOMER LOYALTY: PUBLIC & PRIVATE INSURANCE COMPANIES. 277 CHAPTER VI COMPARISONS OF CUSTOMER LOYALTY: PUBLIC & PRIVATE INSURANCE COMPANIES. This chapter contains a full discussion of customer loyalty comparisons between private and public insurance companies

More information

Effect of some important factors on management of customer relationship with an emphasis on comprehensive banking

Effect of some important factors on management of customer relationship with an emphasis on comprehensive banking Effect of some important factors on management of customer relationship with an emphasis on comprehensive banking Department of management, Science and research branch, Islamic Azad University, Shahroud,

More information

Explaining and Recognizing the Effect of Operational Advantages of Enterprise Resource Planning on Supply Chain Management Capabilities

Explaining and Recognizing the Effect of Operational Advantages of Enterprise Resource Planning on Supply Chain Management Capabilities Explaining and Recognizing the Effect of Operational Advantages of Enterprise Resource Planning on Supply Chain Management Capabilities Dr. Rasoul Shafieeun Department of Management and Accounting, Mobarakeh

More information

AN EXAMINATION OF THE RELATION BETWEEN TRANSFORMATIONAL LEADERSHIP AND ORGANIZATIONAL IDENTITY; A CASE STUDY (PETROCHEMICAL OF ILAM PROVINCE)

AN EXAMINATION OF THE RELATION BETWEEN TRANSFORMATIONAL LEADERSHIP AND ORGANIZATIONAL IDENTITY; A CASE STUDY (PETROCHEMICAL OF ILAM PROVINCE) Indian Journal of Fundamental and Applied Life Sciences ISS: 223 6345 (Online) An Open Access, Online International Journal Available at www.cibtech.org/sp.ed/jls/204/04/jls.htm 204 Vol. 4 (S4), pp. 365-37/Rezaee

More information

Model Successful Implementation of Customer Relationship Management (Case Study: Ghavamin Bank)

Model Successful Implementation of Customer Relationship Management (Case Study: Ghavamin Bank) Research Journal of Recent Sciences ISSN 2277-2502. Model Successful Implementation of Customer Relationship Management (Case Study: Ghavamin Bank) Masume Sadat Abtahi 1, Mohammad Bayat 2 and Ali Abolghasemi

More information

Study of the relationship between human resource merits and loyalty as the factors of Islamic morality values in Tehran City Hall

Study of the relationship between human resource merits and loyalty as the factors of Islamic morality values in Tehran City Hall WALIA journal 30(S1): 304-311, 2014 Available online at www.waliaj.com ISSN 1026-3861 2014 WALIA Study of the relationship between human resource merits and loyalty as the factors of Islamic morality values

More information

Investigate the Effect of Knowledge Management on Customer Relationship Management (Case Study: Mellat Bank, Yazd City)

Investigate the Effect of Knowledge Management on Customer Relationship Management (Case Study: Mellat Bank, Yazd City) J. Appl. Environ. Biol. Sci., 5(11S)151-160, 2015 2015, TextRoad Publication ISSN: 2090-4274 Journal of Applied Environmental and Biological Sciences www.textroad.com Investigate the Effect of Knowledge

More information

CONSIDERING CRITICAL FACTORS OF SUCCESS AT IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM AND RANKING THEM

CONSIDERING CRITICAL FACTORS OF SUCCESS AT IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM AND RANKING THEM CONSIDERING CRITICAL FACTORS OF SUCCESS AT IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM AND RANKING THEM *Navid Aboulian Department of IT Management, Islamic Azad University, Science and Researches

More information

The Study of Relation Between Supply Relationship Management and Customer Satisfaction in Textile Industry

The Study of Relation Between Supply Relationship Management and Customer Satisfaction in Textile Industry World Applied Sciences Journal 15 (9): 1344-1348, 2011 ISSN 1818-4952 IDOSI Publications, 2011 The Study of Relation Between Supply Relationship Management and Customer Satisfaction in Textile Industry

More information

The relations of organization structure and customer relationship management in Ansar Bank of Urmia

The relations of organization structure and customer relationship management in Ansar Bank of Urmia 2014 (2014) 1-10 Available online at www.ispacs.com/dea Volume: 2014, Year 2014 Article ID: dea-00038, 10 Pages doi:10.5899/2014/dea-00038 Research Article Data Envelopment Analysis and Decision Science

More information

Investigation The Effectiveness Of Customer Relationship Management Factors In Isfahan Tourism And Travel Agencies

Investigation The Effectiveness Of Customer Relationship Management Factors In Isfahan Tourism And Travel Agencies International Journal of Management Academy (2013), 1 (2): 96-101 Received: October 2013 Accepted: November 2013 Copyright 2013 by IJOMA Original Article Investigation The Effectiveness Of Customer Relationship

More information

The Relationship between Bureaucratic Leadership Style (Task-Oriented) and Customer Relationship Management (CRM)

The Relationship between Bureaucratic Leadership Style (Task-Oriented) and Customer Relationship Management (CRM) 2013, TextRoad Publication ISSN 2090-4304 Journal of Basic and Applied Scientific Research www.textroad.com The Relationship between Bureaucratic Leadership Style (Task-Oriented) and Customer Relationship

More information

The Impact of Electronic Customer Relationship Management on Improving Marketing Performance of Private Banks

The Impact of Electronic Customer Relationship Management on Improving Marketing Performance of Private Banks The Impact of Electronic Customer Relationship Management on Improving Marketing Performance of Private Banks Esmaeil Malek Akhlagh 1, Allahyar Daghbandan 2, Somayeh Yousefnejad 3* 1 Department of Business

More information

TO EVALUATE THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMERS COMMITMENT (Case Study: Insurance Companies of Lorestan Province)

TO EVALUATE THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMERS COMMITMENT (Case Study: Insurance Companies of Lorestan Province) I J A B E R, Vol. 13, No. 6 (2015): 4359-4370 TO EVALUATE THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMERS COMMITMENT (Case Study: Insurance Companies of Lorestan Province) Mohammad Jafari 1

More information

The Relationship between Knowledge Management Elements and Organizational Learning among Faculty Members of Islamic Azad University of Dezful

The Relationship between Knowledge Management Elements and Organizational Learning among Faculty Members of Islamic Azad University of Dezful International Journal On New Trends In Education And Literature Vol 1, No 6, Feb. 2015 http://www.ijnteljournal.com The Relationship between Knowledge Management Elements and Organizational Learning among

More information

Research Journal of Management Sciences Res. J. Management Sci. Vol. 1(1), 23-27, August (2012)

Research Journal of Management Sciences Res. J. Management Sci. Vol. 1(1), 23-27, August (2012) Research Journal of Management Sciences Res. J. Management Sci. The Effect of Auditors Opinions on Shares Prices and Returns in Tehran Stock Exchange Saeid Anvarkhatibi 1, Mohammadreza Safashur 1 and Jamal

More information

Investigation the Effect of Customer value on performance of Customer Relationship Management (Case Study: Parsian E-Commerce Company)

Investigation the Effect of Customer value on performance of Customer Relationship Management (Case Study: Parsian E-Commerce Company) Investigation the Effect of Customer value on performance of Customer Relationship Management (Case Study: Parsian E-Commerce Company) Seyyed Mohammad Nopasand Asil 1, Mostafa Ebrahimpour 2, Zahra Saberdel

More information

Impact of ECRM on the Create Competitive Advantage in Hotels of Sarein

Impact of ECRM on the Create Competitive Advantage in Hotels of Sarein Impact of ECRM on the Create Competitive Advantage in Hotels of Sarein Shahram GilaniNia Department of Industrial Management, Islamic Azad University, Rasht Branch, Rasht, Iran Sirous Balaei Department

More information

FACTORS AFFECTING EMPLOYEE PERFORMANCE EVALUATION IN HAMEDAN HEALTH NETWORKS

FACTORS AFFECTING EMPLOYEE PERFORMANCE EVALUATION IN HAMEDAN HEALTH NETWORKS FACTORS AFFECTING EMPLOYEE PERFORMANCE EVALUATION IN HAMEDAN HEALTH NETWORKS Najafi L. 1, Nasiripour A.A. 1, *Tabibi S.J. 1, Ghaffari F. 2, Ahmadi A.M. 3 1 Department of Health Services Management, Science

More information

*Author for Correspondence. Keywords: Social Responsibility, Market Orientation, Customer Relationship Management, Performance

*Author for Correspondence. Keywords: Social Responsibility, Market Orientation, Customer Relationship Management, Performance THE EFFECT OF SOCIAL RESPONSIBILITY, MARKET ORIENTATION AND CUSTOMER RELATIONSHIP MANAGEMENT ON PERFORMANCE USING A BALANCED SCORECARD APPROACH (CASE STUDY DAIRY COMPANIES SHIRAZ) Fatemeh Keshavars Pour

More information

THE ROLE OF KNOWLEDGE MANAGEMENT CUSTOMER- ORIENTED APPROACH ON ENHANCING SERVICE QUALITY; CASE STUDY: THREE LARGE PRIVATE HOSPITALS IN SHIRAZ

THE ROLE OF KNOWLEDGE MANAGEMENT CUSTOMER- ORIENTED APPROACH ON ENHANCING SERVICE QUALITY; CASE STUDY: THREE LARGE PRIVATE HOSPITALS IN SHIRAZ THE ROLE OF KNOWLEDGE MANAGEMENT CUSTOMER- ORIENTED APPROACH ON ENHANCING SERVICE QUALITY; CASE STUDY: THREE LARGE PRIVATE HOSPITALS IN SHIRAZ *Seyedeh Elnaz Torbati, Iman Jokar and Elham Liravi Science

More information

IMPACT OF EFFECTIVE ORGANIZATIONAL CHARACTERISTICS ON ADOPTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN MELLI BANK BRANCHES IN KHUZESTAN PROVINCE-IRAN

IMPACT OF EFFECTIVE ORGANIZATIONAL CHARACTERISTICS ON ADOPTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN MELLI BANK BRANCHES IN KHUZESTAN PROVINCE-IRAN IMPACT OF EFFECTIVE ORGANIZATIONAL CHARACTERISTICS ON ADOPTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN MELLI BANK BRANCHES IN KHUZESTAN PROVINCE-IRAN Mohammad Ali Enayati Shiraz 1, Elham Ramezani 2 1 Department

More information

Examining of Life Insurance Improvement and Marketing: A Case Study in Iranian Insurance Industry

Examining of Life Insurance Improvement and Marketing: A Case Study in Iranian Insurance Industry International Journal of Humanities Social Sciences and Education (IJHSSE) Volume 2, Issue 9, September 2015, PP 258-266 ISSN 2349-0373 (Print) & ISSN 2349-0381 (Online) www.arcjournals.org Examining of

More information

Keywords : Customer relationship management, competitive advantage, loyalty, complaints.

Keywords : Customer relationship management, competitive advantage, loyalty, complaints. Global Journal of Management and Business Research Volume 11 Issue 5 Version 1.0 Type: Double Blind Peer Reviewed International Research Journal Publisher: Global Journals Inc. (USA) Print ISSN: 0975-5853

More information

Impact of Rationality in Creating Consumer Motivation (A Study of State Life Insurance Corporation Peshawar - Pakistan) Shahzad Khan

Impact of Rationality in Creating Consumer Motivation (A Study of State Life Insurance Corporation Peshawar - Pakistan) Shahzad Khan (A Study of State Life Insurance Corporation Peshawar - Pakistan) Shahzad Khan Abstract This study primarily attempts to investigate the relationship among the variable to create rational motivation in

More information

The Impact of Management Information Systems on the Performance of Governmental Organizations- Study at Jordanian Ministry of Planning

The Impact of Management Information Systems on the Performance of Governmental Organizations- Study at Jordanian Ministry of Planning The Impact of Management Information Systems on the Performance of Governmental Organizations- Study at Jordanian Ministry of Planning Dr. Shehadeh M.A.AL-Gharaibeh Assistant prof. Business Administration

More information

Effects of Relationship Marketing (RM) on Customer Loyalty (Case Study: Mehr Bank, Kermanshah Province, Iran).

Effects of Relationship Marketing (RM) on Customer Loyalty (Case Study: Mehr Bank, Kermanshah Province, Iran). Effects of Relationship Marketing (RM) on Customer Loyalty (Case Study: Mehr Bank, Kermanshah Province, Iran). Peyman Jesri MA in MBA in Islamic Azad University, Sanandaj, Iran Freyedon Ahmadi Departement

More information

Journal of Renewable Natural Resources Bhutan ISSN: 1608-4330

Journal of Renewable Natural Resources Bhutan ISSN: 1608-4330 Journal Renewable Natural Resources Bhutan ISSN: 1608-4330 Study the Relationship between Agility Abilities Organization and Social Responsibility, Case Study: the Branches Private Banks (Keshavarzi, Maskan,

More information

INVESTIGATING THE RELATION BETWEEN KNOWLEDGE MANAGEMENT AND ORGANIZATIONAL INNOVATION IN ISLAMIC AZAD UNIVERSITY OF SHOSHTAR

INVESTIGATING THE RELATION BETWEEN KNOWLEDGE MANAGEMENT AND ORGANIZATIONAL INNOVATION IN ISLAMIC AZAD UNIVERSITY OF SHOSHTAR INVESTIGATING THE RELATION BETWEEN KNOWLEDGE MANAGEMENT AND ORGANIZATIONAL INNOVATION IN ISLAMIC AZAD UNIVERSITY OF SHOSHTAR Ali Reza Shakerian, Abdul Mehdi Moarrefzadeh Department of Educational Administration,

More information

ijcrb.webs.com INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS OCTOBER 2013 VOL 5, NO 6 Abstract 1. Introduction:

ijcrb.webs.com INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS OCTOBER 2013 VOL 5, NO 6 Abstract 1. Introduction: Impact of Management Information Systems to Improve Performance in Municipalities in North of Jordan Fawzi Hasan Altaany Management Information Systems Department, Faculty of Administrative Sciences, Irbid

More information

Keywords: Information Technology, Supply Chain Management, Performance Improvement, Competitive Situation, Turkish and Iran Air Airlines

Keywords: Information Technology, Supply Chain Management, Performance Improvement, Competitive Situation, Turkish and Iran Air Airlines THE STUDY OF EFFECT AND APPLICATION OF INFORMATION TECHNOLOGY IN SUPPLY CHAIN MANAGEMENT IN COMPETITIVE SITUATIONS (A CASE STUDY: COMPARING OF TURKISH AND IRAN AIR AIRLINES IN KERMANSHAH CITY IN 2013)

More information

EVALUATING IMPACT OF MANAGEMENT ACCOUNTING PERFORMANCE ON ERP SYSTEM S EFFECTIVENESS: A CASE STUDY OF INSURANCE COMPANY OF ATIYEHSAZAN HAFEZ IRAN

EVALUATING IMPACT OF MANAGEMENT ACCOUNTING PERFORMANCE ON ERP SYSTEM S EFFECTIVENESS: A CASE STUDY OF INSURANCE COMPANY OF ATIYEHSAZAN HAFEZ IRAN EVALUATING IMPACT OF MANAGEMENT ACCOUNTING PERFORMANCE ON ERP SYSTEM S EFFECTIVENESS: A CASE STUDY OF INSURANCE COMPANY OF ATIYEHSAZAN HAFEZ IRAN Hadi Bakhsheshi Tanyani 1, Shahram Gilaninia 2* 1 M.A.

More information

The Relationship between Social Capital and Organizational Knowledge Management, Human Resource Administration (Case Study in Urmia Justice)

The Relationship between Social Capital and Organizational Knowledge Management, Human Resource Administration (Case Study in Urmia Justice) Vol. 102, No. 11; November 2013 NATIONALPARK-FORSCHUNG IN DER SCHWEIZ (Switzerland Research Park Journal) The Relationship between Social Capital and Organizational Knowledge, Human Resource Administration

More information

Behrooz Fathi vajargah. Department of Statistic, Guilan University, Guilan, Iran. Mohammad Hasan Gholizadeh. Seyedeh Fatemeh Jalili

Behrooz Fathi vajargah. Department of Statistic, Guilan University, Guilan, Iran. Mohammad Hasan Gholizadeh. Seyedeh Fatemeh Jalili The Effective Factors in Risk Classification of Personal Insurance Customers(Types of Lifetime Insurance) and Its Application in Insurance-Businesses ofcompanies Insurance Behrooz Fathi vajargah Department

More information

Examine the relationship between hospital information systems Imam Reza and improving accountability views of nurses 2014

Examine the relationship between hospital information systems Imam Reza and improving accountability views of nurses 2014 International Research Journal of Applied and Basic Sciences 2015 Available online at www.irjabs.com ISSN 2251-838X / Vol, 9 (2): 154-159 Science Explorer Publications Examine the relationship between

More information

World Scientific News

World Scientific News Available online at www.worldscientificnews.com World Scientific News 3 (2014) 1-11 EISSN 2392-2192 The Relationship between Internet Addiction and Social Support and Hopefulness (Case Study: Qom Azad

More information

Mahsa Navidbakhsh Department of Business Management, Neyshabur Branch, Islamic Azad University, Neyshabur, Iran

Mahsa Navidbakhsh Department of Business Management, Neyshabur Branch, Islamic Azad University, Neyshabur, Iran Effect of Insurance Agents Entrepreneurial Characteristics on Development of Life Insurances: Case Study of Iran Insurance Company Agents in Khorasan Razavi Mahsa Navidbakhsh Department of Business Management,

More information

An Investigation into the relationship between working capital management and stock price. (Evidence of tehran stock exchange)

An Investigation into the relationship between working capital management and stock price. (Evidence of tehran stock exchange) www.ijrls.pharmascope.org An Investigation into the relationship between working capital management and stock price (Evidence of tehran stock exchange) Mohammad Ali Karchani* 1, Ibrahim Givaki 2 ISSN 2231-2935

More information

Ranking Barriers to Implementing Marketing Plans in the Food Industry

Ranking Barriers to Implementing Marketing Plans in the Food Industry Ranking Barriers to Implementing Marketing Plans in the Food Industry Shahram Gilaninia 1, Seyed Yahya Seyed Danesh 2, Mina Abroofarakh 3* 1 Department of Industrial Management, Rasht Branch, Islamic Azad

More information

Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan)

Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan) Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan) Dr. Tauseef Ahmad Jai Narain Vays University Department of accounting Dr. Omar A.A. Jawabreh Department of Tourism and Hotels

More information

Online Publication Date: 1 st August 2012 Publisher: Asian Economic and Social Society

Online Publication Date: 1 st August 2012 Publisher: Asian Economic and Social Society Online Publication Date: 1 st August 2012 Publisher: Asian Economic and Social Society The Study of Improvement of the Level of Access to Capital Market on Efficiency of Tehran Stock Exchange Amir Hossein

More information

EVALUATION OF THE EFFECTIVENESS OF ACCOUNTING INFORMATION SYSTEMS

EVALUATION OF THE EFFECTIVENESS OF ACCOUNTING INFORMATION SYSTEMS 49 International Journal of Information Science and Technology EVALUATION OF THE EFFECTIVENESS OF ACCOUNTING INFORMATION SYSTEMS H. Sajady, Ph.D. M. Dastgir, Ph.D. Department of Economics and Social Sciences

More information

Dr. Hassan Ghorbani Department of Management and Accounting, Islamic Azad University, Mobarakeh Branch, Isfahan, Iran

Dr. Hassan Ghorbani Department of Management and Accounting, Islamic Azad University, Mobarakeh Branch, Isfahan, Iran Investigating the Effect of Salability and Marketing Dashboards on Cost Control and Customer Performance from the Viewpoint of Environmental Sensitivity in Appliance Manufacturing Companies in Isfahan

More information

The Impact of Privatization in Insurance Industry on Insurance Efficiency in Iran

The Impact of Privatization in Insurance Industry on Insurance Efficiency in Iran The Impact of Privatization in Insurance Industry on Insurance Efficiency in Iran Shahram Gilaninia 1, Hosein Ganjinia, Azadeh Asadian 3 * 1. Department of Industrial Management, Islamic Azad University,

More information

Effects of Teaching through Online Teacher versus Real Teacher on Student Learning in the Classroom

Effects of Teaching through Online Teacher versus Real Teacher on Student Learning in the Classroom Effects of Teaching through Online Teacher versus Real Teacher on Student Learning in the Classroom Sirous Hadadnia Islamic Azad University-Mamasani Branch, Iran Norouz Hadadnia Zargan Office of Education,

More information

A Study of the Factors Affecting Customer Loyalty in Fast Food Industry (Case Study: Customers of Fast Food Restaurants in City of Tehran)

A Study of the Factors Affecting Customer Loyalty in Fast Food Industry (Case Study: Customers of Fast Food Restaurants in City of Tehran) A Study the Factors Affecting Customer Loyalty in Fast Food Industry (Case Study: Customers Fast Food Restaurants in City Tehran) Hediyeh Amanolah Baharvand, Shahrzad RezaeiDarjazini, Ali Feyzi Abstract

More information

Department of Management, Dehaghan Branch, Islamic Azad University, Isfahan, Iran *Author for Correspondence

Department of Management, Dehaghan Branch, Islamic Azad University, Isfahan, Iran *Author for Correspondence INVESTIGATING ROLE AND POSITION OF TECHNICAL TRAINING IN HUMAN RESOURCE DEVELOPMENT IN CHAHARMAHAL AND BAKHTIARI PROVINCE IRAN (CASE STUDY: TRAINED EMPLOYEES OF PRIVATE SECTOR) * Zohreh Aghababaei Dehaghani

More information

FEASIBILITY STUDY ON KNOWLEDGE MANAGEMENT PROCESSES IN EDUCATION ORGANIZATION

FEASIBILITY STUDY ON KNOWLEDGE MANAGEMENT PROCESSES IN EDUCATION ORGANIZATION FEASIBILITY STUDY ON KNOWLEDGE MANAGEMENT PROCESSES IN EDUCATION ORGANIZATION SepidehJafari 9 Abbas Abbaspour 10 MostafaAzizishomami 11 Abstract This study has been provided to consider the knowledge management

More information

STUDYING OF THE EFFECT OF INFORMATION TECHNOLOGY ON SUPPLY CHAIN PROCESSES AND ORGANIZATIONAL PERFORMANCE (CASE STUDY: PARSIAN GAS REFINERY COMPANY)

STUDYING OF THE EFFECT OF INFORMATION TECHNOLOGY ON SUPPLY CHAIN PROCESSES AND ORGANIZATIONAL PERFORMANCE (CASE STUDY: PARSIAN GAS REFINERY COMPANY) Pinnacle Research Journals 1 STUDYING OF THE EFFECT OF INFORMATION TECHNOLOGY ON SUPPLY CHAIN PROCESSES AND ORGANIZATIONAL PERFORMANCE (CASE STUDY: PARSIAN GAS REFINERY COMPANY) KHODAKARAM MOHAMMADI CHESHME

More information

The Effect of Physical Exercise on Depression; Case study: Professional and Nonprofessional

The Effect of Physical Exercise on Depression; Case study: Professional and Nonprofessional Available online athttp://www.ijashss.com International Journal of Advanced Studies in Humanities and Social Science Volume 1, Issue 8, 2013: 1161-1165 The Effect of Physical Exercise on Depression; Case

More information

Investigating the Effect of Electronic Banking Communications on Banks Financial Resources in Urmia Melli Bank Branches

Investigating the Effect of Electronic Banking Communications on Banks Financial Resources in Urmia Melli Bank Branches International Research Journal of Applied and Basic Sciences 2015 Available online at www.irjabs.com ISSN 2251-838X / Vol, 9 (2): 189-194 Science Explorer Publications Investigating the Effect of Electronic

More information

The Impact of Information Technology Application on Personal Empowerment of Social Security Organization in Guilan Province

The Impact of Information Technology Application on Personal Empowerment of Social Security Organization in Guilan Province The Impact of Information Technology Application on Personal Empowerment of Social Security Organization in Guilan Province Mohammad Taleghani 1, Esmaeil Malek Akhlagh 2, Mohammad Ali Salimi 3* 1 Department

More information

Consumers attitude towards online shopping: Factors influencing employees of crazy domains to shop online

Consumers attitude towards online shopping: Factors influencing employees of crazy domains to shop online Journal of Management and Marketing Research Consumers attitude towards online shopping: Factors influencing employees of crazy domains to shop online ABSTRACT Saad Akbar Bangkok University, Thailand Paul

More information

Surveying the Relationship Between Relationship Marketing and Customer Loyalty Case Study: Pasargad Bank in Mazandaran province

Surveying the Relationship Between Relationship Marketing and Customer Loyalty Case Study: Pasargad Bank in Mazandaran province 71 Surveying the Relationship Between Relationship Marketing and Customer Loyalty Case Study: Pasargad Bank in Mazandaran province Seyyedeh Mohaddeseh Seyyednejad, Department of Management, Germi Branch,

More information

Abstract. Shahram Gilaninia 1, Mohammad Taleghani 2, Mohsen Eshghi Mohammadi 3* 2. Statement of Problem

Abstract. Shahram Gilaninia 1, Mohammad Taleghani 2, Mohsen Eshghi Mohammadi 3* 2. Statement of Problem The Impact of Public Relations Performances on Market Share of Firms (Case Study: Power Battery Manufacturing In Isfahan) Shahram Gilaninia 1, Mohammad Taleghani 2, Mohsen Eshghi Mohammadi 3* 1,2 Associate

More information

International Journal of Hospitality Management

International Journal of Hospitality Management International Journal of Hospitality Management 30 (2011) 262 271 Contents lists available at ScienceDirect International Journal of Hospitality Management journal homepage: www.elsevier.com/locate/ijhosman

More information