List of Articles خدمات

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  1 - تبیین و ارزیابی فرایند اثربخشی تبلیغات تلویزیونی بر جذب مشتریان: مورد پژوهی بانک صادرات ایران
  mohammadreza hamidizadeh zabihollah nourian
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  2 - Investigating the Mediating Role of Commitment and Satisfaction in Relationship between Service Quality and Customers' Retention in Banking Industry (Case Study: Post Bank Iran - Langarud Branches)
  haniyeh alijani
  In recent decades, the intensification of competition among enterprises/businesses for gaining a greater share of the market has led them to more accurate and deeper understanding of the needs and demands of customers. This research investigates the mediating role of co More

  In recent decades, the intensification of competition among enterprises/businesses for gaining a greater share of the market has led them to more accurate and deeper understanding of the needs and demands of customers. This research investigates the mediating role of commitment and satisfaction in the relationship between service quality and customers' retention in Post Bank of Iran, Langarud branches. In terms of purpose, the present research is an applied one, and in terms of research design, it is descriptive correlation. The instrument is questionnaire answered by 119 clients Post Bank of Iran, Langarud branches. To test the research hypotheses, structural equations modeling with the partial least squares approach and Smart PLS were used. The results of the analysis showed that there is a positive and significant relationship between service quality, commitment, retention, and customers' satisfaction. Additionally, customers' commitment and satisfaction have a mediating role in the relationship between service quality and customers' retention. Manuscript profile
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  3 - چارچوبی برای شناسایی و رتبه‌بندی شاخصهای ارزیابی کیفیت خدمات الکترونیک (مورد کاوی: وبسایت گلستان دانشگاه پیام‌نور)
  Hossein Babaee
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  4 - Assessment of self-serving technologies according to customer’s continuous usage of self-serving banking services
  behnam golshahi
  This study has the goal of assessing and prioritizing self-serving technologies with a combined approach to continuous usage of electronic banking services. To achieve this goal we used literature review and interviewing banking experts to determine parameters affecting More

  This study has the goal of assessing and prioritizing self-serving technologies with a combined approach to continuous usage of electronic banking services. To achieve this goal we used literature review and interviewing banking experts to determine parameters affecting continuous   usage of self-serving technologies. And to prioritize these parameters we used paired comparison analysis questionnaires and fuzzy analytic hierarchy process.Validity of questionnaire was attained by content method and its stability was attained by calculating the rate of compatibility of aggregation matrix of experts’ opinions.  Statistical population of this research includes 30 managers and deputy managers of selected Saman Banks’s branches in the region of northern Tehran which by snowball sampling method 12 of them were selected to participate in this study. Data analysis were done using fuzzy AHP and using MATLAB software. Analysis of data showed that self-serving services have different weighs according to three parameters of customer value, quality of service and customer readiness in which POS devices (0.662 weigh) have the most usability and importance from the view of banking experts. Other services rank as ATM (0.181). Mobile banking services (0.101) and Internet bank (0.056) respectively. In addition ranking of self-serving technologies according to 14 indexes also justifies the previous results. Manuscript profile
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  5 - QoS Evaluation and Optimization for Mobile Telecommunication Networks Using Key Performance Indicators: A Case Study for Kerman City
  Mihsen Sheikh-Hosseini
  Proccess of quality of service (Qos) evaluation and optimization for mobile telecommunication networks is consisted of daily collection of key performance indicators (KPI) reports, determination and fixing of defects, and network testing to ensure the omission of the de More

  Proccess of quality of service (Qos) evaluation and optimization for mobile telecommunication networks is consisted of daily collection of key performance indicators (KPI) reports, determination and fixing of defects, and network testing to ensure the omission of the defects. Drive test is common approach of testing which is time-consuming and expensive dut to necessity for expertists and equipment. To overcome these limitations, this paper proposes a new software-based testing method using OPTIMA software. Performace of this proposed methed together with drive test approach have been studied and evaluated for the 70 BTS sites of Kerman GSM network as the statistical society. The results demonstrate that the proposed method provides performance similar to that of drive test for measurement of defect fixing. However, this software method not only removes the dependency to expertists and equipment, but also reduces the testing time about one-third comparied to the drive test.   Manuscript profile
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  6 - The Role of Effective factors in Growth of New Technology Based Firms (NTBFs) in Mashhad City
  fateme sanaei pour davood ghoroneh
  The aim of this study was to evaluate the role of facilities of incubators in growth of new technology based firms (NTBF's). Statistical population is the NTBF's located on incubators and technology parks in Mashhad city. Data collecting tools is questionnaire made by t More

  The aim of this study was to evaluate the role of facilities of incubators in growth of new technology based firms (NTBF's). Statistical population is the NTBF's located on incubators and technology parks in Mashhad city. Data collecting tools is questionnaire made by the researcher. For data analysis, correlation and stepwise regression were used. The results showed that an increase in facilities of incubators, NTBF's will be more growth oriented. There is a significant and positive correlation between the facilities of incubators and growth of NTBF's (r=.871). As well as, all components of incubators (establishment in the center, advice provided, benefits of being in the center and services and facilities of the existing infrastructure) with the growth of new technology-based firms (growth in sales, employment and profitability) have a significant positive relationship. The results of stepwise regression analysis show that components of establishment, advice provided, benefits of being in the center and the services and facilities of the existing infrastructure in the incubators, together jointly explained 0.914 of the variance of performance Manuscript profile
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  7 - Investigating the effect of Electronic Customer Relation Management (E-CRM) on organizational innovation in government service organizations (Case study: Semnan government counter offices)
  Atefeh Falllah Seyed Mohammad Hassan Hosseini Mohsen Lotfi
  20.1001.1.27170454.1401.11.22.1.5
  In nowadays competitive environment, achieving a competitive advantage is one of the main concerns of managers of organizations. In this way, creating innovation in products and services is one of the effective approaches in achieving a competitive advantage. This study More

  In nowadays competitive environment, achieving a competitive advantage is one of the main concerns of managers of organizations. In this way, creating innovation in products and services is one of the effective approaches in achieving a competitive advantage. This study aims to examine the role of electronic customer relationship management (E-CRM) and customer loyalty on organizational innovation with the mediating role of customer knowledge management. Therfore, the present study is considered an applied and descriptive research of the correlation type. In order to collect the required data, a standard questionnaire was used, and to verify the validity and reliability of the questionnaires, divergent validity, Cronbach's alpha indices, factor loading, and composite reliability were used, respectively. The statistical population of this research is 350 employees of Semnan province government counter offices. The number of 183 people was determined as the sample of the reseach using Cochran's formula considering the error of 0.05. The required data was collected in the second 6 months of 2019. Data analysis was done using the structural equation approach and SPSS and SMART-PLS software. Based on the results of the research, electronic customer relationship management has a positive and significant effect on the three variables of customer loyalty, customer knowledge management, and organizational innovation. In addition, the result shows the positive impact of customer knowledge management and customer loyalty on organizational innovation. Also, the mediating role of customer knowledge management in the effect of the role of managing electronic communication with customers and customer loyalty on organizational innovation is quite meaningful. Due to the impact of E-CRM on organizational innovation, it is necessery for the related managers and officials of government service organizations to implement or upgraded the electronic customer relationship management systems to use advantage of such these systems for innovation in their organization Manuscript profile
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  8 - Evaluate the Effects of Service Innovation, Social Media Marketing, and Social Support on Value Co-creation
  akbar hoshyar Alireza Rousta
  The present research has evaluated the effects of service innovation, social media marketing and social support on value co-creation in Iran Khodro Company.This research is based on the achievement of the development-applicative type and based on the objectives of the d More

  The present research has evaluated the effects of service innovation, social media marketing and social support on value co-creation in Iran Khodro Company.This research is based on the achievement of the development-applicative type and based on the objectives of the descriptive type of the case that the necessary data has been collected by the survey method. The statistical population of the research consisted of two sections, in the first section, all the customers of Iran Khodro Company in the 5 districts of Tehran, and in the second section, the employees of the agencies in the mentioned areas were included. 384 people and 50 people were selected based on available random sampling in the customer section using non-probability quota sampling method. Regarding the theoretical foundations and background of the research, using library resources and in the field part, the tool for collecting information is a standard questionnaire. The data were analyzed by structural equation modeling using Smart PLS software. The results of research hypotheses indicate that social media marketing, service innovation has an effect on value co-creation from both customers and employees, and the effect of social support on value co-creation is confirmed by employees but not by customers. Not approved. Therefore, focusing on innovation in services, organizations should try to strengthen value co-creation through social media marketing and social support from both the perspective of employees and customers. Manuscript profile
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  9 - Designing an Integrated Development Model for Electronic Banking Services Innovation Based on Dynamic Capabilities Using Fuzzy MICMAC
  Ali Etemadifard kamal tabaeian Nazanin  Pilevari Abbas  Khamseh
  20.1001.1.27170454.1400.10.19.3.4
  Today, the competitive environment of banks, especially in the field of electronic banking services, is changing drastically, and service innovation has become very important and vital for service companies to increase their resources and dynamic organizational capabili More

  Today, the competitive environment of banks, especially in the field of electronic banking services, is changing drastically, and service innovation has become very important and vital for service companies to increase their resources and dynamic organizational capabilities in order to increase innovation in banking services. Despite this importance, insufficient studies have been conducted on innovation in some of the country's service industries (such as the electronic banking industry). The purpose of this study is to identify indicators and sub-indicators of e-banking service innovation based on dynamic capabilities in the bank and to determine the communication and their effectiveness. In this regard, based on documentary studies and in-depth study of the literature and with the help of fuzzy Delphi method and the opinion of 10 experts, the areas of e-banking services, from 46 identified sub-criteria, to 13 sub- criteria for service innovation and 17 sub- criteria for dynamic capabilities Was reduced. criteria of service innovation and dynamic capabilities based on theoretical foundations, were classified into 11 main criteria and in the form of a general concept entered into the analysis of interpretive structural modeling / fuzzy MICMAC and by developing an integrated model to measure the effectiveness of criteria. The results showed that the effectiveness of the criterion "Perception of user needs and technological options" is better than other criteria and vice versa, the effectiveness of the criterion "New service delivery system - technological component" is weaker than other criteria Manuscript profile
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  10 - Identifying the Entrepreneurial Business Opportunities in Masjed Soleiman Township
  Mohammad Hossein  Mohmedi Kartalaei Hossein Mahdizadeh Nematollah Shiri
  20.1001.1.27170454.1402.12.23.1.4
  The main purpose of this study was to identifying the entrepreneurial business opportunities in Masjed Soleiman Township. To achieve this goal, the qualitative paradigm and the Delphi method were used. Delphi panel members included 20 successful entrepreneurs, experts a More

  The main purpose of this study was to identifying the entrepreneurial business opportunities in Masjed Soleiman Township. To achieve this goal, the qualitative paradigm and the Delphi method were used. Delphi panel members included 20 successful entrepreneurs, experts and people with experience in the fields of agriculture, industry and services in Masjed Soleiman that by using snowball sampling method were chosen. After three rounds, a consensus was reached on the opportunities of starting entrepreneurial businesses in Masjed Soleiman Township. The main research tool in the first round of the Delphi study was a questionnaire with open-ended questions and in the second and third rounds, a questionnaire with closed and open-ended questions. According to the results, the most important opportunities for starting entrepreneurial agricultural businesses are, respectively, priority: "Cultivation of medicinal plants", "Fish farming in the margins of Masjed Soleiman dams" and "Modern and industrial greenhouses for greenhouse production". According to the results of the research, the top priorities in the field of opportunities for starting entrepreneurial service businesses in Masjed Soleiman Township include: "Packaging of livestock products such as curd and other similar products", "Packaging of various medicinal plants" and They were "cold storages of agricultural and food products". According to the results of the research, the top priorities in the field of opportunities for starting industrial entrepreneurial businesses in Masjed Soleiman Township were: "Development of downstream petrochemical industries", "Development of downstream industries of aluminum plant" and "Processing of medicinal plants". Manuscript profile
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  11 - Evaluating the quality of educational services of the technical faculties of the technical faculties of the University of Tehran based on the headperf model
  Mohammad Eslahi hassan mahjub reza eslahi
  20.1001.1.27170454.1401.11.22.11.5
  The present study was conducted to investigate the quality of educational services on the campus of the technical faculties of the University of Tehran from the perspective of graduate students based on the Headperf model. The research method was applied in terms of pur More

  The present study was conducted to investigate the quality of educational services on the campus of the technical faculties of the University of Tehran from the perspective of graduate students based on the Headperf model. The research method was applied in terms of purpose and descriptive in terms of data collection method. The statistical population includes all graduate students of the campus of technical faculties of the University of Tehran in the academic year 1398-99, which according to the latest statistics and available information is 3527 people; Using Cochran's sampling formula, 346 people were selected as the sample. Sampling method in this research is the sampling method of categories proportional to the volume. In order to collect the data, a researcher-made questionnaire on the quality of educational services based on the Headporf model was used. Content and structure validity were used to determine the validity of the questionnaire. The reliability of the questionnaire was also evaluated using Cronbach's alpha coefficient of "0.79". Findings can be prioritized in terms of academic, non-academic, reliability and empathy aspects of highest to lowest importance, respectively Manuscript profile