. service quality

The aim of this research is to present a model for the development of the tourism industry with an emphasis on the role of media management using a mixed approach. A mixed (qualitative-quantitative) approach has been used in this research. The statistical sample in the qualitative part included 15 professors and specialists and experts in communication, media and tourism: and in the quantitative part of the research, it included 200 managers and senior tourism experts in Mazandaran. In the first step of the research, the coding of the specialized research interviews was done using the qualitative analysis of the theme with MAXQDA v10.R150410 software. In the next step, the results of confirmatory factor analysis with Smart PLS software are presented. Then, the existing categories were leveled with the structural-interpretive method with MicMac software and the initial research model was designed. Based on the results obtained in this research, advertising, service quality, policy making, participation of local people, tourism culture, proper use of the environment, income generation in tourism destination and infrastructure facilities were identified as the main components that have an impact on the tourism industry. The results of the quantitative part of the research showed that the proposed model has a good fit and credibility for the impact of mass media on the development of the tourism industry.

One of the important organizational issues is the enhancement and improvement of the quality of urban management services. Cultural intelligence can be considered as one of the factors effective on the urban management that can set the grounds for the improvement of the quality of the services. The study at hand set out to systematically review the variables of the managers' cultural intelligence drivers model for in order to improve the quality of urban management services. To this end, the researchers used meta-synthesis to review this issue precisely and deeply, in which they referred to the valid documents and evidences in the electronic databases such as Google, Magiran, and Science Direct published from 1994 to 2019. Out of the huge number of initial document, 33 appropriate articles were identified. In order to analyze the selected articles, find the constituting concepts, and figure out the effective dimensions and factors, the two methods of content analysis and Delphi were applied using MAXQDA. The findings of the study were summarized into six primary factors, namely cognitive intelligence, attitudinal intelligence, religious intelligence, organizational identity, motivational intelligence, social capital, and behavioral intelligence, along with 19 secondary factors. Based on the findings of the study, it is suggested that since cultural intelligence is the prerequisite of providing quality services to the employees, the motivation to increase service quality will be enhanced when people have specific capabilities and skills and suitable channels of cultural intelligence are used in the appropriate organizational structure.

The present study investigates the role and mechanism of affecting the emotional labor variable on employees' brand image of the organization through the intermediate variables of organizational commitment and service quality. The purpose of this study is providing a model of employees' brand image of the organization by considering the independent variable of emotional labor and the intermediate variables of organizational commitment and service quality. The study questionnaire was extracted from existing standard questionnaires, but in addition to expert opinion, confirmatory factor analysis was used to prove its validity. The study sample consisted of 367 personnel of Bank Melli Iran, all of whom completed the questionnaire. The results of the research indicate a positive and direct effect, as well as a positive and indirect effect of emotional labor on employees' brand image of the organization; The indirect effect of internal marketing on employees' brand image of the organization hrough intermediate variables of organizational commitment and service quality is far greater than its direct effect. In the indirect effect, the share of service quality on employees' brand image of the organization is greater than the share of organizational commitment

Significant changes have occurred in customers’ behaviors with the rise of competition in the working environment of nowadays’ banking industry. The purpose of this research is to determine the roles of customer satisfaction, loyalty, and word of mouth advertising in communication satisfaction of Parsian Bank customers. This research is practical in purpose and descriptive-correlative in method. Thus, after studying theoretical foundations of the research, different aspects of the variables were identified and by seeking the assessments of the experts, the research questionnaire was distributed and then collected. The sample volume was 384 people based on Cochran formula which was conducted through a random sampling in the available community. Also, for data analysis, structural equation technique and regression were utilized. The results confirm all research hypotheses and indicate that service quality leaves a significant positive impact on customer satisfaction, and also customer satisfaction variable has a significant positive impact on customer loyalty; service quality leaves a significant positive influence on word of mouth advertising, and besides, customer loyalty has a positive significant effect on word of mouth advertising, and word of mouth advertising by the customers of Parsian Bank leaves a significant positive effect on customers communication satisfaction.

It is of particular importance for modern businesses to pay attention to corporate social responsibility. Managers’ proper understanding of social responsibility activities and awareness of their weaknesses in this area is to effectively improve the competitive position of the company and customer responses. In addition, perceived service quality and brand image are introduced as the concepts that affect customer responses. The aim of this study is to analyze the impact of corporate social responsibility on the customer responses with a focus on the mediating role of perceived service quality and brand image in Tejart bank in the city of Shiraz.This study is of a descriptive-cognitive type. To collect the data, convenience sampling and 317 questionnaires were used. Chronbach’s alpha was computed for the reliability of the data with the satisfactory value of 0.970. For data analysis, the structural modelling equation method was used with the PLS software version 3. The findings of the study suggest that corporate social responsibility has a positive and significant relationship with perceived service quality and brand image. Also, the effects of perceived service quality and brand image are recognized as mediators in the relationship between corporate social responsibility and customer response. However, corporate social responsibility was found to have no direct effect on customer responses.

In the new age, a plethora of products and services can be acquired online. In In the modern era, a plethora of products and services can be acquired online. In this context, customers’ decisions as how to buy are affected by several different factors. Following a purchase, the company must take appropriate measures to improve customers’ loyalty so that their repurchase intention can be enhanced. The objective of this paper is to investigate the impact of electronic service quality and electronic improvement on customers’ loyalty and repurchase intentions in the context of online shopping. The statistical population of the research includes the customers of several selected online stores in Iran with a random sample drawn from the population. The results of the research indicate that information security and website performance affect electronic service quality while accountability, compensation, and communication influence electronic improvement. Furthermore, electronic service quality and electronic improvement, in turn, affect customers’ loyalty and online repurchase intention. Finally, electronic loyalty is found to have a significant impact on online repurchase intention.

Measuring the tourists’ satisfaction from the services quality for tourist destinations is very important. Because the distinction in this quality will attract more tourists’ attention to the destination and economic prosperity of cities. In this study, the factors affecting the tourists’ satisfaction from the environs vacationland of Abidar Park in Sanandaj have been evaluated. The research method is descriptive-analytical and it is applied in terms of purpose. The statistical population was tourists who chose environs vacationland of Abidar as their tourism destination. The sample size was 384, and the sampling was simple random. Data were analyzed using SPSS software. Results of Pearson test showed that Abidar service quality (accessibility, attractiveness, destination image, and facilities) was statistically significant and positively correlated with tourist satisfaction. So that the correlation between attractiveness, accessibility, mental image, and facilities with the satisfaction of tourists was 0.845, 0.831, 0.762 and 0.691 respectively, which shows that these factors had the highest correlation with the tourists’ satisfaction. Also, the results of multivariate regression model indicated a positive significant relationship between the variables of Abidar environs service quality and the tourists’ satisfaction

In this article Multi Criteria Satisfaction Analysis method (MUSA) has been described then passenger’s satisfaction about Shiraz Bus Rapid Transit (BRT) has been evaluated. This method is one of the satisfaction analysis techniques which has overcome on weakness points of preceding methods. Customer feedback and judgments (in questionnaire) are converted to linear planning models and then solved by this method, lead to evaluate satisfaction and importance of each satisfaction aspects in the organization which is the result of all individual customer judgments combination. Results revealed that physical assets and facilities and confidence capability in passenger’s view point had the most importance of 0/5859 and 0/4140 and at least average of satisfaction level (1 Percent) respectively. In the other hand sub criteria of bus security, stations safety, suitable services in latest night hours, access to stations, passenger’s crowding in bus and sufficient rapid bus transit paths existence in city area had the most influence on the passenger’s satisfaction level.

The purpose of this research is to use of multi criteria satisfaction method for segment analysis citizen satisfaction with service quality of urban parks of Shiraz. The statistical population consists of all citizens that visiting urban parks of Shiraz and sample size is 384. Method of sampling is stratified random sampling method. The researcher-made questionnaire was used to measure the variables of study. The reliability of the questionnaire was determined using Cronbach’s alpha test (α=0.91). The face validity and factor analysis was considered as validity of research. The result showed that dimension of citizen satisfaction with service quality of Shiraz҆ urban parks are Aesthetic and visual aspects, Park amenities, facilities and services, Physical health and safety of park, Social and psychological safety and Dynamic management of the park. Also the most satisfaction level in related to Jannat park and the least satisfaction level in related to Koohpayeh. In other hand, action diagrams indicated municipal of Shiraz almost in all of satisfaction criteria has low performance those requiring immediate improvement efforts for removing these weak points.

Electronic banking as one of the solutions for E-commerce prosperity has been constantly expanding and providing banking services through the Internet has had an unprecedented leap in recent years. Undoubtedly, to enter global markets, it is vital to have an efficient banking system relying on precision, accuracy, speed and up-to-date technology, which is capable of competing with the world banking systems. Regarding the fact that providing electronic banking services is one of the major necessities in association with the expansion of services and the fact that customer satisfaction is a top priority as well as considering the importance of measuring the services quality, identifying its strengths and weaknesses, it is of high importance to assess the rate of success in satisfying customer demands as well as scrutiny of banks expectations and customer perceptions of banking services. In this regard, this article with the aim of identifying the most important factors affecting the quality of electronic services in Iran's banking industry and studying the researches conducted in this domain and interviews with experts, we made a classification of effective factors on the domain of electronic services quality, which is over 74 factors including trust, privacy protection, content quality, web appearance, suitability of updating services and current information on the website, innovation in provided services, etc. Ultimately, based upon that, a local model for the domestic banks has been presented to assess the quality of electronic services.

In recent decades، a new cultural values in result of the attainment of knowledge of interdependent organizations، society and the environment has be realize. People have gradually realized that the organizations action take profit and loss for the community. In other words، society expects to receive a more net profit from organizations and they distribution equitable. The aim of this study was to identify the relationship between corporate social responsibility with customer loyality. The research methodology is descriptive - correlation، research type is applied، execution method was survey and data collected method was field. The study population of the study was customers of Bank Mellat in Tehran. The sample was 384 and the method sampling was cluster. To data collect، Rvjyrvtana Hachy Tara (2011) was used. Descriptive statistics were used to describe the status of the subjects. To determine the significance of hypotheses، Pearson''s correlation and stepwise regression was used. And to evaluate the acceptability of the coefficient t-test was used. The research results showed that there was a significant relationship between Corporate Social Responsibility with Customer Loyalty.

Customers brand loyalty is one of the key indicators that reflect the market power of corporate brand. The aim of this study was the modeling of customers brand loyalty and investigating its effective factors in mobile telecommunication industry. For this purpose a hybrid method based on Artificial Neural Networks and Rough Set Theory was used. Based on the research framework, in the first stage, effective factors on customers’ brand loyalty were identified with use of an extensive literature review. Required data were gathered through a questionnaire survey among 913 of Irancell and Hamrahe-Aval subscribers in Yazd province. In the next step, sets of most effective attributes in modeling customers’ brand loyalty were identified with use of rough set theory. Then, based on artificial neural network approach, the best performing attribute set was selected and used for modeling customers’ brand loyalty. Finally, after presenting final network model together with synapsis weighs, input variables have been ranked with use of sensitivity analysis. Results of this study indicated that brand credibility, users’ imagery and pricing plans are the most effective factors on customers’ brand loyalty.

The present study assesses the factors affecting the loyalty of costumers of the Agricultural Bank at Illam Province of Iran.The assessment of the faithfulness of the costumers was conducted through using the well-known six-dimensional conceptual model by Yupan including: the factors related to costumers (costumers satisfaction, costumer's trust, and costumers’ loyalty plans) and factors associated with services (perceived value, the quality of services, brand reputation). All the managers, and employees of above-mentioned Bank comprised the population of this research and the data was collected through using questionnaires. To analyze the findings, the double sentence test was used and to prioritize, Friedman’s analysis of variance was employed. The findings suggest that all components of the study were effective. The results of Friedman’s test of variance analysis indicate that in terms ofthe factors related with costumers the highest rank belongs to trust whereas the lowest rank belongs to the faithfulness plans. Regarding the factors associated with services, the results reveal that the highest rank belongs to reputation and the lowest one relates to the quality of the services.