Assessing the Effects of Perceived Justice on Customer Satisfaction and Citizenship Behavior (Case Study: MVM Automotive Dealership in Kerman)

Today, in the rife variable, high-risk and high competition environment, the important message is that polices, practices and tools belong to yesterday,cannot be helpful to success of business and customer satisfaction.In such situations, that competition is merciless,successful enterprises are that through using an effective management with leading innovation or by benchmarking of excellences, can surpass competitors. Undersatanding of determinant factors and consequences of customer satisfaction is important in automotive dealerships. This study is aimed to evaluate on behalf of the customers in MVM automotive dealerships in Kerman on satisfaction and customer citizenship behaviour. Data collected from a sample of 366 individuals from automotive dealership customers. Structural equation modeling was used to test the hypothesis. Results show that understanding of justice, influence customers satisfaction and citizenship behaviour.