Customer Loyalty Model Design (Case Study: Social Security Organization)

the present study was conducted to design a model of customer loyalty of the Social Security Organizatio.

the method used in the research is data theory.The sampling used in this article is random sampling based on the Cochran's formula of 370 people. The main basis of data collection is in-depth interviews With social security managers of Kermanshah, Kurdistan, Hamedan and Lorestan provinces and university experts by snowball sampling method to achieve theoretical saturation.

the data collection tools required for the research are semi-structured interviews and questionnaires. SPSS and SMART PLS software were used for data processing. The research findings obtained after performing the three stages of open, axial and selective coding show that the final research model consists of 6 general categories and 32 sub-categories.

the results led to the identification of causal, contextual, interventionist and evaluation conditions in the analysis of customer behavior based on the presentation of the customer loyalty model. Direct and significant effect of causal factors on category, category on strategy and strategy on consequences, direct and significant effect of contextual factors on category and strategies and intervening factors on categories and strategies were confirmed. The results of this study indicated a good fit of the conceptual model of the present study.