3976

3754

كارشناسي ارشد

سيستم هاي اقتصادي

اصفهان: دانشگاه صنعتي اصفهان، دانشكده صنايع و سيستم ها

1386

يازده، 143، [II]ص.: مصور، جدول، نمودار

ص. ع. به فارسي و انگليسي

غلامعلي رئيسي اردلي

علي زينل همداني

01/04/87

بهروز ارباب شيراني

1396/03/03

كتابنامه

صنايع و سيستم ها

مهندسي صنايع و سيستم ها

ID3754

به فارسي و انگليسي: قابل رؤيت در نسخه ديجيتال

AbstractTo date customer is the main core of business activities and guarantor of performance fororganizations and industries in competitive and challenging markets Companies with noregards to their customers will not only not be able to make profit but also all theirresources assets and their security will be in danger Considering the importance ofcustomer satisfaction and necessity of a precise survey of this very important and vitalfactor for long lasting organizations activities researches of behavioral science have madea lot of effort to create and quantify effective factors of customer satisfaction Their mainpurpose was to identify both effective elements on customer satisfaction based on their allpurchases and its consequences But because of different cultures ethnicities and nationalcharacteristics of people a comprehensive model that can be used in all countries was notpractically possible So they tried to make a model that has application in companies organizations and industries in a specific country As making and using such a model likethis in macro and micro economics is not deniable and will be useful and necessary forcompanies and organizations so in this research it has been tried to design a model that isadaptable with an organization like Esfahan Provence Mellat Bank in order to recognizesome of the elements which can affect on the identification of the rate of customersatisfaction and loyalty also to show how these factors are related to each other and thequantify of them So by using the method of stratified random sampling some branches of mellat bank inEsfahan Provence where chosen and a sample was made from the customers that wherepresent in the bank To analyze data Lisrel 8 5 Spss 15 and Eviews 5 were used Theresults showed the affect of customer preference over their perceived quality Perceivedquality directly affected over customer satisfaction and perceived value The voices of thecustomers were affected by these two factors On the one hand the satisfaction factor madecustomers loyalty On the other hand the customer expectations were effective on loyaltyand complaints Finally after evaluating the quantity of each of these factors andidentifying the priorities for improvements PFI in this organization some suggestions aremade to improve the operation and efficiency of the mentioned organization to enhancecustomer satisfaction and their loyalty

غلامعلي رئيسي اردلي

علي زينل همداني

بهروز ارباب شيراني