Saeed Ahmadian; Hamed Haghtalab; Hasan Danaee
Volume 6, Issue 3 , July 2017, , Pages 221-226
Abstract
Despite the increasing use of Internet in Iran, e-commerce and sales have been less prevalent in the country. In Iran, many Internet users seem reluctant to purchase electronic products and services from companies and organizations providing these facilities. Since inefficiencies of websites for effective ...
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Despite the increasing use of Internet in Iran, e-commerce and sales have been less prevalent in the country. In Iran, many Internet users seem reluctant to purchase electronic products and services from companies and organizations providing these facilities. Since inefficiencies of websites for effective and efficient communication with the users and Electronic services quality and quality of services is effective in communicating with users , we examined impact of e-service quality, services quality and customer e-satisfaction on process of customer purchasing intention. This research was conducted by using a questionnaire which were distributed through sales offices plane and distributed among the 370 people who have made at least one purchase online airline tickets. The results indicated that service quality, customer e-satisfaction, and overall quality of electronic services did not have significant impact on process of customer purchasing decision.
Manouchehr Jofreh; Seyed Sadegh Kazemi
Volume 6, Issue 1 , January 2017, , Pages 57-64
Abstract
Since the prospective companies in today's fiercely competitive space, no choice but to employ strategies that will lead to maximum absorption customers and sell products and services, today, customer satisfaction has become one of the main concerns of managers of enterprises and therefore subject to ...
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Since the prospective companies in today's fiercely competitive space, no choice but to employ strategies that will lead to maximum absorption customers and sell products and services, today, customer satisfaction has become one of the main concerns of managers of enterprises and therefore subject to many factors involved, one of the topics of organizational citizenship behavior in organizations. Therefore, the main objective of this study was to investigate the effect of motion is characteristic of organizational citizenship behavior on customer satisfaction. In this study, the Kano model to measure satisfaction and citizenship behavior in the Oregon model was used. According to the statistical community Unlimited existing between the client and the Ministry of Education District 5 of Tehran, for example, 140 is considered, in part due to the limited staff of 110 people of the volume of all their employees through the study placed. Data collection for this study is based on two standard questionnaires used background research that has been reviewed and approved the validity and reliability. Due to the abnormal distribution of data, research, analysis, data, Spearman correlation test was used. Examine the hypothesis implies that all components of organizational citizenship behavior on customer satisfaction has an impact, therefore, based on the findings the following recommendations are proposed: Inform employees about organizational citizenship behavior, a sense of appreciation for the staff to handle customer complaints, customer awareness, increase knowledge of the technical and ethical employees, as part of the working group dealing with clients.
Saeideh Miri Kandary; Sadegh Bafandeh Iman Doust
Volume 3, Issue 3 , July 2014, , Pages 167-174
Abstract
The present study investigated the effects of quality e-insurance on trust and customer satisfaction derived from the model of Kun Chang Lee, Namho Chung (2009) in Iran insured of Khorasan Razavi. In this study, the methodologies of descriptive-correlational and cross-sectional survey were employed. ...
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The present study investigated the effects of quality e-insurance on trust and customer satisfaction derived from the model of Kun Chang Lee, Namho Chung (2009) in Iran insured of Khorasan Razavi. In this study, the methodologies of descriptive-correlational and cross-sectional survey were employed. The population studied included all eligible individuals use of electronic insurance in Khorasan, using simple random sampling were available, 210 were selected as sample. For data analysis, the descriptive statistics to examine the demographic characteristics of society were applied and data normality was checked and the last Effect of variables and hypotheses testing, multivariate regression test T_Value and P use will. At all stages of data analysis, software SPSS/18 was applied. The results showed that system quality, information quality and design quality have a direct significant relationship to trust and customer satisfaction of Iran Electronic Insurance.