Customer

Open Access Article

1 - The Effect of Strategic Innovation on Customer’s Willingness to Buying: The Moderator role of Innovation Capabilities
esfandyar mohamadi vahid sharafi Saeid Vaisi

The purpose of this study was to study the impact of strategic innovation on the Customer’s Willingness to Buying Through the moderator role of innovation capabilities. The research method is descriptive correlational. The statistical population of the research was all More

The purpose of this study was to study the impact of strategic innovation on the Customer’s Willingness to Buying Through the moderator role of innovation capabilities. The research method is descriptive correlational. The statistical population of the research was all employees and customers of the Maskan bank of Ilam city, whose number in year 2017 was 90 and unlimited. Also The sample size was 73 and 384, which was used to obtain of them a stratified random sampling and Morgan table. To assess validity, content validity was used which was approved by 8 professors in the field of management. Cronbach's alpha coefficient was used to investigate the reliability of the research, The alpha coefficient for all variables and dimensions was higher than 0.9 which indicates a high reliability of the questionnaires. Data were analyzed using descriptive and inferential statistics using pls and spss software. In order to test the hypotheses, partial Least squares analysis was used, That Confirmatory factor analysis was performed on questionnaires and all questions had a factor load above 0.5 and significant values higher than 1.96. In the end, according to the statistical results, all the assumptions were confirmed, meaning that strategic innovation and its indicators on the on Customer’s Willingness to Buying, Through the moderator role of innovation capabilities had a significant effect. Manuscript profile

Open Access Article

2 - Enhancing Innovative and Sale Performance through Customer Knowledge Management
Nasser Asgari

In the competitive and dynamic environments of current businesses, distribution corporations attempt to utilize permanent and new resources of competitive advantage in order to improve their innovative and sale performance. Among different determinants of innovative and More

In the competitive and dynamic environments of current businesses, distribution corporations attempt to utilize permanent and new resources of competitive advantage in order to improve their innovative and sale performance. Among different determinants of innovative and sale performance this paper is to investigate the effects of customer knowledge management. For this purpose the simultaneous effects of three dimensions of customer knowledge (knowledge for, about and from customer) on the criteria of sale performance and innovative performance have been investigated. The research method is descriptive and correlational. The population of the research consists of 900 sellers of Behpakhsh Corporation. A sample of 270 subjects was selected as statistical sampling. Data collection tool is a standard questionnaire that was used for the survey. Statistical tests such as confirmatory factor analysis, path analysis and t-test are used for data analysis through the software LISREL and SPSS. The results show that all studied aspects of customer knowledge have positive and significant effects on the performance of the corporation. As well as the current status of these variables in this corporation have been appropriate. Finally, according to research findings, some suggestions are presented for improving innovative and sale performance of distribution corporations. Manuscript profile

Open Access Article

3 - 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

Open Access Article

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

Open Access Article

5 - Effect of using of e-commerce on consumer behavior (Case study: Online customers of RIGHTEL company)
maryam mahmoodi

Today, customers increasingly go to the Internet to search, evaluate, buy, and in some cases use virtual products. This demand from consumers and online consumers, forces companies to manage their customers better and pay more attention to their demands. The purpose of More

Today, customers increasingly go to the Internet to search, evaluate, buy, and in some cases use virtual products. This demand from consumers and online consumers, forces companies to manage their customers better and pay more attention to their demands. The purpose of this study is to determine the effect of using e-commerce on Online consumers behavior of RIGHTEL company. The present research is descriptive in terms of research method and in terms of purpose is an applied type. The statistical population of this study is the students of Islamic Azad University of Naragh Branch. According to the Cocran formula, the size of the unlimited society is 171 people. sampling method is Simple random. In order to collect data, has been used two questionnaires including: Standard questionnaire for consumer behavior of LERMAN(2006) with 6 items and HAMDAN(2004) e-commerce standard questionnaire with 10 items, that the above questionnaires have a five-choice spectrum of Likert scale. The collected data through questionnaires were entered into the spss21 software. For statistical analysis of data, used statistical tests including Kolmogorov-Smirnov test and regression. The results of this study indicate that e-commerce has a direct impact on consumer behavior and its dimensions (customer satisfaction, trust, loyalty, positive politeness and negative politeness). Manuscript profile

Open Access Article

6 - An Analysis of Customer Behavior in online shopping of electronic products
Razieh Rouhi DEHKORDI

Technology advance has had a great influence on commerce and business, as tools advance in present era has made a new type of human relations that help them perform macro and micro transactions and businesses without physical presence, and made businesses go toward elec More

Technology advance has had a great influence on commerce and business, as tools advance in present era has made a new type of human relations that help them perform macro and micro transactions and businesses without physical presence, and made businesses go toward electronization. Current study involves identification and prioritization of factors affecting customer’s behavior of online purchase of electronic products. A method combined of attributive and survey methods was used. Indeed, data analysis was performed based on survey method. All of Students of Islamic Azad University South Tehran Branch were used as respondents. Based on Cochran formula, sample volume was 347 people. Sampling method was randomly. Questionnaire was prepared using experts comments and Delphi technique and was distributed among students. Spss software and AHP method were used in Statistical analysis. Results showed that 14 major factor affect customer’s behavior of online purchase of electronic products that Security, trust and price factors ranked as three first rank using AHP method which is confirmed by results of other researches. Finally, solutions were presented for any indicator. Manuscript profile

Open Access Article

7 - Determine the level of customer satisfaction in e-commerce by using gamification (Case Study: Customers of the Bamilo company site)
Semiramis Torabi

The concept of gamification is the use of the elements of the game on the company's business website for the purpose of e-commerce, including the sale and purchase of company' website by using of the internet, the participation of users in marketing and advertising (by More

The concept of gamification is the use of the elements of the game on the company's business website for the purpose of e-commerce, including the sale and purchase of company' website by using of the internet, the participation of users in marketing and advertising (by email or group meeting on Facebook, Instagram, etc). Due to the important of this issue, customer satisfaction in Bamilo company is being investigate. To this end, the customers' satisfaction with the site of the company is determined by the questionnaire. According to the results of this research, there is a positive relationship between the gamified company' website and customer satisfaction. There is also a positive relationship between the gamify of the company's website and customer loyalty, repeat shopping, durability and trust. There is an indirect impact between the gamify of the company's website and customer loyalty, repeat shopping, durability and trust through customer satisfaction. This research measures the level of customer satisfaction by using gamification strategy on a commercial site.The main goal of this study is "Determine the impact of implementing "gamification strategies" on increasing "customers satisfaction" in e-commerce". Manuscript profile

Open Access Article

8 - Designing a competitiveness model using strategic cognitive complexity; Investigating the mediating effect of market intelligence
gholamreza Amini Khiyabani davood feiz

Competitiveness is a complex and multidimensional concept, making it possible to get high-quality feedback from the environment. This research was designed in order to improve the competitiveness capability; because competitiveness plays a basic role in an organization’ More

Competitiveness is a complex and multidimensional concept, making it possible to get high-quality feedback from the environment. This research was designed in order to improve the competitiveness capability; because competitiveness plays a basic role in an organization’s productivity. To this end, we employed the cognitive complexity as a strategic concept using its key components including market sensation and customer psychology. Moreover, we examined three dimensions of market intelligence to develop the model. Data was collected through in library studies and interview with master students of Tehran University, school for performing arts and music. Collected data was analyzed by the system dynamics method with the aim of variables’ future behavior estimation. In doing so, 2 scenarios were simulated using Vensim PLE software. In the first scenario, market sensation led to strategic innovation through requisite infrastructure to create and disseminate intelligence. In the second scenario, customer psychology was identified as an effective factor in market accountability and competency creation. Findings showed that little improvement in customer psychology causes more customer perceptual competency. To understand and interpret the complex environment, designing an integrated and intelligence information systems is recommended. This is required to achieve both strategic innovation and organization competency simultaneously in order to increase the capacity of competitiveness. Manuscript profile

Open Access Article

9 - 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

Open Access Article

10 - The effect of prototyping on the success of new product success with moderator role of customer involvement and Speed of information dissemination (case study: companies located in Khorasan Razavi Science and Technology Park)
Morteza Rojuee Morteza Ghayour Ehsan Sobhani

One of the effective factors on the success of a new product is the concept of prototyping and customer involvement that has gained importance in marketing literature in recent years. Currently, capability in the success of a new product is among the advantageous capabi More

One of the effective factors on the success of a new product is the concept of prototyping and customer involvement that has gained importance in marketing literature in recent years. Currently, capability in the success of a new product is among the advantageous capabilities and the focal point of the competitiveness of most knowledge-based companies. Moreover, newer products make the continuation of growth and profit making in today's competitive markets possible and bring about competitive advantage for companies. The success of a new product is considered as the ultimate factor for the success of the companies and even their survival. The purpose of the study was to examine the impact of prototyping and customer involvement on the success of a new product in knowledge-based companies based in Science and Technology Park of Khorasan Razavi. The study was applied in terms of purpose and the research method was descriptive-correlational where the population was 250 managers of companies in Science and Technology Park of Khorasan Razavi; and according to Morgan formula, the sample was determined to be 150 subjects. A researcher-made 33-question questionnaire was used to collect data. The validity of the questionnaire was evaluated using structural validation method by confirmatory factor analysis and its reliability was tested using Cronbach’s alpha. Hypothesis testing was performed using regression method and Lisrel. The results showed that prototyping has a significant impact on the success of a new product, and the moderating role of customer involvement in the relationship between prototyping and the success of a new product was confirmed Manuscript profile

Open Access Article

11 - The effect of customer ¬orientation and customer relationship management (CRM) infrastructure capabilities on innovative behavior
mahdi Almodarresi Hooshmand Bagheri Gara Bolagh mohammadreza gholami fateme mohammadi

In most organizations there is a system is designed and applied for recruiting and preserving consumers which in fact is capable of managing organization-consumers relationships. Nowadays these systems have gained popularity as customer relationship management systems. More

In most organizations there is a system is designed and applied for recruiting and preserving consumers which in fact is capable of managing organization-consumers relationships. Nowadays these systems have gained popularity as customer relationship management systems. The present study seeks to determine the effect of consideration of consumers and infrastructural abilities of customer relationship management on the information quality and innovative behavior. In terms of the applied results and goal, the present study is descriptive which has been conducted through survey method. The statistical population of the study was senior insurance experts and managers in branches of insurance companies of Tabriz city, Using Cochran sampling method, 85 individuals were selected as sample size. The questionnaire was used to collect filed data, and the Structural equation modelling to analyze the data.¬ The results of the study showed that infrastructural capabilities have a positive and significance effect on customer orientation, consumer information quality, and innovative behavior and as well as the results showed that customer orientation have a positive and significant effect on the consumer information quality and innovative behavior. Additionally, consumer information quality had a positive and significant effect on the innovative behavior and company performance, and finally there is a positive and significant relationship between innovative behavior and company performance. Manuscript profile

Open Access Article

12 - A dairy Products Green Supply Chain model with Emphasis on Customer Satisfaction: Combining Interpretive Structural Modeling Approach and Analytical Network Process
Ali Yousef Mahdi Homayounfar abdolaziz pagheh amir akhavanfar

The purpose of this study is to present a green supply chain model for dairy products with emphasis on customer satisfaction. The statistical population of the study consists of university professors and experts in the field of marketing and food and dairy industries of More

The purpose of this study is to present a green supply chain model for dairy products with emphasis on customer satisfaction. The statistical population of the study consists of university professors and experts in the field of marketing and food and dairy industries of Iran who have been selected by purposive sampling. Sampling continued until the theoretical saturation stage. The value of ICC coefficient was also approved to determine the reliability of the measuring instrument. Finally, 10 questionnaires and interviews with experts were used. The interpretive structural modeling approach is used to present the model and the network analysis process is used to prioritize the criteria. Findings showed that the factor of customer satisfaction in relation to the research topic and the presentation of the green supply chain model of dairy products is more effective In contrast, the factors of green innovation have the most, green entrepreneurship, green performance, internal green actions and external green participation have the most impact and the least impact. Also, the results of Mick Mac analysis showed that 7 factors related to the presentation of the green supply chain pattern of dairy products in terms of permeability and dependence are divided into three categories of infiltrators, dependent and autonomous. Finally, the prioritization of criteria showed that customer satisfaction has the highest weight among the criteria of the green supply chain of dairy products Manuscript profile

Open Access Article

13 - Compilation of Customer Purchase Behavior Management Model in Insurance Industry
Mohammad Mahmoudi Maymand Taibeh Ramezani Mohammad Mehdi Parhizgar Hadi Movludian

Increasing competition in the insurance market has made managers of this industry think of a solution for a lasting presence, and finding new customers and maintaining existing customers is a very important success factor for today's businesses. Therefore, the current r More

Increasing competition in the insurance market has made managers of this industry think of a solution for a lasting presence, and finding new customers and maintaining existing customers is a very important success factor for today's businesses. Therefore, the current research was conducted with the aim of developing a model of customer purchase behavior management in the insurance industry using a mixed method in two qualitative and quantitative sections. The statistical population of the research in the quantitative part included 25 experts from university professors active in the field of insurance, managers and high-ranking specialists of insurance companies who were selected by purposeful sampling. In the first part, 99 identifiers were extracted as factors of customer purchase behavior management with the library study tool, and then they were analyzed and categorized through the Clark and Brown coding method and Max Kyuda software. After screening and measuring their validity using the fuzzy Delphi method and distributing the questionnaire among the group of experts, 85 identifiers were extracted in the form of 19 sub-factors. Validity of Delphi questionnaire questions using content validity analysis with CVI coefficient equal to 0.91 and CVR equal to 88. It has been confirmed. The research results showed that the research model has three main behavioral, structural and contextual variables as the management factors of customer buying behavior Manuscript profile

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