Peiman Ghaffari Ashtiani; Mohammad Asgari Novin
Volume 5, Issue 3 , July 2016, , Pages 234-249
Abstract
Appearance of communication revolution and emergence of such phenomena as electronic data exchange, electronic commerce and electronic money exchange resulting from exploiting tools of communication revolution in inter-organizational transactions in supply chain, prepare new grounds for economic activities ...
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Appearance of communication revolution and emergence of such phenomena as electronic data exchange, electronic commerce and electronic money exchange resulting from exploiting tools of communication revolution in inter-organizational transactions in supply chain, prepare new grounds for economic activities of commercial and non-commercial entities. Also in service market, increasing competition led to necessity of employing new channels for providing services. Present research tried to address the effect of perceived service quality on customers’ satisfaction, trust and loyalty using SERVQUAL model. To this end, after an introduction to general framework of the study, initially data were collected through library and field methods using descriptive-field methodology. Field data were gathered using a questionnaire with 28 items distributed to statistical population. Statistical population comprised all customers of Saderat Bank of Arak city. Completed questionnaires were analyzed using t-student statistic and LISREL software. Data analysis showed that website ease of use, website design and also customization of website had direct positive effect on satisfaction of bank customers.
Peiman Ghaffari Ashtiani; Saeed Mozaffari
Volume 5, Issue 3 , July 2016, , Pages 250-259
Abstract
Word-of-mouth is playing an important role in marketing to the extent that some of marketers believe that this form of advertising is among the most effective and efficient ones. With respect to importance of this issue and significant role of word-of-mouth in today marketing it seems necessary to manage ...
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Word-of-mouth is playing an important role in marketing to the extent that some of marketers believe that this form of advertising is among the most effective and efficient ones. With respect to importance of this issue and significant role of word-of-mouth in today marketing it seems necessary to manage this phenomenon in an effective way and exploit its benefits with taking appropriate actions. In present research it was tried to identify factors influencing spread of online word-of-mouth. To this end, six hypotheses were formulated. After introducing general framework of present descriptive research, data were collected using library and field methods. In order to collect data using field study, a questionnaire with 21 items was developed and distributed to statistical population of the research. The mentioned statistical population comprised of customers with experience of purchasing services from Iran Insurance Company in Khuzestan Province. Then completed questionnaires were analyzed using student’s t-test with software LISREL. Results showed that knowledge self-efficacy, sense of belonging and enjoyment of helping others influenced internet word-of-mouth.