Management Research in Iran

Abstract Planning companies’ profits through customer satisfaction management has 4 main steps of recognizing constitutive components of customer satisfaction, integration of components and measuring overall customer satisfaction, reviewing how overall customer satisfaction impacts level of performance and activity, and finally identifying main parameters capable of maneuver on customer satisfaction. These factors compiles planning of company's profits. Method used for modeling were econometric approach and mathematical equations. Case of this research is Pars Khodro’s Logan. The researcher, along with ISQI's research team, identified current needs of customers from after sales services. Impact of each variable on overall customers’ satisfaction according to income groups is measured. Then, using econometric models, the variables affecting the company's profit are obtained which according to results, overall customer satisfaction has the highest impact on company's profits. Therefore, using mathematical equations, the effect of the overall customer satisfaction sub-variables on the company's profit has been obtained. Eviews software is used for data analysis.  

Abstract Nowadays, technology and smart phones have become a necessity. Satisfying customer or consumer about using this technology has become a competitive issue, and this competition exist in each and every region with no exception. The aim of this study is to survey the impact of the quality including quality of content, system quality and service quality, on perceived hedonistic and utility, and on customer satisfaction. In terms of aim, this study is applied and it is also a descriptive - causal study. Population of this study is Samsung Smartphone customers in Khorramabad city; study sample consist of 300 respondents which were randomly selected. Data analyzed using descriptive and inferential statistics in SPPS (22.0) and AMOS (21) software. Results show that all hypotheses were accepted.

Abstract   ,       Today, organizations have come to seek current customers and also maintain a permanent relationship with them in addition to developing strategies to attract new customers and trading with them. In other words, they have found that losing a customer is more than losing a sell and it means losing the whole sell opportunities that a customer could make in his lifetime. Since losing a customer in the trade market is equal to lose an important part of the organization asset, developing close and deep relation with the customers creates great value for the organizations. Organizations should reinforce their relations with their customers actively and try to end their relations with non-profitable customers. In this study, “customer profitability for organization” is considered as a new concept. The purpose of this research is to design customer profitability model for organizations and consider the factors affecting on customer profitability in Iranian companies. For this purpose, after reviewing the theoretical foundations in this field, we will identify the factors affecting on customer profitability for organizations, and provide the appropriate conceptual model to measure and confirm these relations. Then we will collect data through questionnaires, analysis and ultimately ntroduce customer satisfaction and customer loyalty (repurchase intention, and recommendation) as two factors that affect on customer profitanility, using the research results.    * Corresponding Author’s E-mail: khodadad@modares.ac.ir .

Abstract The purpose of this paper is to propose an integrated model of clustering, AHP and Kano approaches. Based on customer segmentation and value achievement of each segment, the new model is expected to recommend appropriate service for each segment. Statistical population of this research includes customers of Saman Bank of Qom. After random sampling, 144 questionnaires have been used for data analysis. After data collection, the clustering approah has been used and clusters have been prioritized by the AHP approach and finally, the needs of each cluster have been determined using with the Kano methodology and appropriate service has been recommended for each cluster. The number of clusters has been addressed as four and the clusters have been prioritzed as the second, the third, the first and the fourth cluster. In the first cluster, customers' needs are distinguished as more, one-dimensional, attractive and indifferent; in the second and third clusters as more must-be; and in the fourth cluster as more one-dimensional. The results imply that the integratoin of the three approaches forms an empowered technique by which, an organization can achieve competitive advantage through market segmentation, valueable customer recognition/satisfaction

Abstract Design and implementation of QMS will cause to the improvement of organizational performance if it concerns on the especial characteristics of the organization. In general, previous studies have obtained different results about the effect of QMS (7 main practices) on organizational performance (4 main practices). In this survey, the relationship between QMS and organizational performance practices is analyzed using Structural Equation Modeling. The results showed that QMS practices have a significant relationship with the employee’s satisfaction, customer satisfaction and organization effectiveness, but the relationship between financial practice and QMS is not significant.

Abstract This paper proposes a Fuzzy Multiple Criteria Decision Making (FMCDM) approach for measuring supply chains capability with the main aim of customer satisfaction development. Drawing on the four measurement criterions of a Supply Chain Operations Reference (SCOR) model, this research first summarized the customer satisfaction and performance indexes synthesized from the literature relating to supply chains capability. Then, for screening, the indexes fit for supply chains capability in customer satisfaction development were selected through fuzzy screening. Furthermore, the relative weights of the chosen indexes were calculated by Fuzzy Analytic Hierarchy Process (FAHP). The MCDM analytical tool of TOPSIS was adopted to rank the supply chains performance and improve the gaps with three supply chains as an empirical example. The analysis results highlighted the critical aspects of evaluation criteria as well as the gaps to improve supply chains capability for achieving the aspired/desired level of customer satisfaction development. The results also showed that the proposed FMCDM measuring model using the SCOR framework can be a useful and effective assessment tool.

Abstract Customer statisfaction has received considerable attention in the marketing litrature and practice in the recent years. It affects several desirable outcomes like customer loyalty, word of mouth, promotion and purchase. Since such an increasing attention is given to customer satisfaction as a corporate goal in addition to traditional financial measures of success, customer satisfaction must be translated into a number of measurable parameters directly linked to people,s job, i.e. the factors that people can understand and influence. This paper presents a customer statisfaction survey in commercial banks. A customer,s path to statisfaction model would display justice, perceived organizational support, similarity, liking, prior experiences, feedback and statisfaction as highly related.

Abstract Although nowdays, there is no tendency to national planning like before, that does not mean that planning should be left aside, rather today’s world is calling for modern and effective approaches for national planning. The main objective of national planning, with any approach, is to fulfill peoples needs and demands. Total Quality Management (T.Q.M) by taking into account the customer’s requirements and satisfaction can amply demonstrate a new perspective on national planning. This model is customer satisfaction oriented and if the requirements are fulfilled, the satisfaction could be obtained. Comprehensiveness, equity, flexibility, integrity, internal and external consistency, rationality and effectiveness are some of the characteristics that define the Model’s goal and could be gathered from planning experts. Optimization of planning process, empowerment of plan’s employees and focusing on customer requirements are three basic principles to reach the goal. The final goal of this paper (customer satisfaction) could be materialized when all the principles accounted for sofar come to a stage of continuous empoverment.