فصلنامه پژوهش های مدیریت در ایران
سال بیست و دوم شماره 3 (پیاپی 101، پاییز 1397)

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.

In this study, based on theoretical and quantitative researches, a conceptual model was presented for explaining different dimensions of research variables, such as designing brand performance model for banking service market of Iran based on customer – based brand equity. First, after reviewing the literature, the original model was designed and then the initial conceptual model was completed and approved by the Delphi method and experts' opinion. Sampling was carried out based on the method of judging and snowball. The sample size was 30 executives, deputies and experts of the banking sector. Using the final version of the questionnaire which has the necessary and proper reliability and validity, by using stratified random cluster sampling. During one week at different hours, 399 individuals were surveyed from the customers of the eight branded public banks randomly by face-to-face interview. Following the identification of the constituent structures of each of the variables, also relations between them were examined. The results of the research showed that brand equity does not directly affect market performance from the customer’s perspective, but it is effective indirectly through the customer relationship equity. Also, among the structures constituting the brand equity and the customer relationship equity, all aspects except the brand differentiation and brand awareness, affect the characteristics of the customer relationship equity. Also, results showed that all the constituents of the customer relationship equity have a direct and significant effect on brand performance.

An examination of international political economy history shows that discovery of huge oil reservoirs has been playing an important role in defining and supporting the countries national interest. Undoubtedly, oil reserves in Iran are considered as intergenerational resources and maintaining intergenerational justice as well as enhancing national interest in the long run. These are indisputable commitments which are the main goals and missions of Iran governors. In this research, focusing on the economic aspect of the national interest and by using systems dynamic methodology, dynamics changes of Iran’s national interest are modelled considering developments in the oil industry and market. The structure of production capacity formation, amount of production and revenues of domestic and international sale of oil and oil products are investigated and modeled and variables related to economic national interest are formulated. Simulation results described in five scenarios as follows: growth in the oil market, current status, downturn in the oil market, OPEC market share target, and OPEC revenue target. According to results, increase in domestic prices of energy carriers to international prices and the increase of the budget share for investment in more value added areas in the oil industry are recommended to increase national economic benefits.