The main objective of the paper is to investigate customer treatment, financial efficiency and supporting customer services with modern banking technology in financial institutions. The customer orientation and business performance of financial institutions targets customer services to maintain long term mutual relationships. The findings of the study has direct practical relevance for the bank...

Because of the increasing business pressures companies must be adaptable and flexible in order to withstand them. Inadequate business processes and low level of business process orientation, that in its core accentuates business processes as opposed to business functions and focuses on process performance and customer satisfaction, hider the ability to adapt to changing environment. It has been...

the aim of this study is to survey the relationship between total quality management and customer satisfaction. in this field research, we have used the standard questionnaire of fuentes et at (2004). the city of sanandaj is the statistical study of manufacturing companies and the statistical society, 135 managers and employees of the centers were randomly selected. in order to examining the re...

today more than ever customer orientation as the most important competitive advantage has gained an increasing importance. this paper aims to examine the relation between perceived value, perceived quality, customer satisfaction, and re-purchase intention in tehran department stores. this is a descriptive survey study. the statistical population of the research is composed of customers of the t...

A multitude of companies today has already identified the need to create a loyal customer base and acknowledged that maintain ing existing customers and extending business with them are significantly less expensive than acquiring new customers (e.g.[17]). Therefore this paper describes the development of a conceptual model to investigate several factors affecting customer loyalty towards the se...

today, customer satisfaction as a factor of success of companies has a main importance in the marketing literature. this study has been done to identify factors affecting customer satisfaction with an emphasis on the social capital and the organizational justice. the statistical population of the study includes staff and customers of the commercial banks in tehran, qom and markazi provinces. to...

IT vendor management (ITVM) plays an increasingly relevant role for IT organizations; many companies already spend more than half their IT budgets on services from external providers. These providers are often in direct contact with internal IT and business staff, thus significantly impacting their satisfaction. Although recent studies reveal that companies are often dissatisfied with external ...

As Chinese game market growing mature, cultivating loyal game users has become the new goals for game companies. Based on the theory of game users experience, this paper constructs the structural model of customer with the variables of perceived value, customer satisfaction and customer loyalty and studies the relationship between the game users’ hedonic/utilitarian value and customer satisfact...