نشریه کاوش های مدیریت بازرگانی
پیاپی 2 (پاییز و زمستان 1388)

This research is trying to investigate affected factors on internet banking adoption. Conceptual framework of this study is based on Technology Acceptance Model (TAM2). The statistical population of this research is all costumers of Bank Melli Iran in Tehran by Random sampling, in which 202 costumers where selected. By using structural equation models, model validation has been approved, and by using path analysis, tested the correlations between variables. Findings of this study show that Perceived Usefulness and Perceived Security have had the most effect on internet banking adoption.

Today, the creation, preservation and extension of brand is one of the most important issues of consideration in any business. The present study investigates the relationship between the consumer’s innovativeness and the acceptance of brand extension (horizontal and vertical) and also the moderating effect of two variables (product knowledge and parent brand trust) on this relationship. The statistical population of this research includes the consumers of Ramak Dairy Co. products in Shiraz. Using appropriate statistical methods, 385 individuals were chosen as the sample. The presented model and the related hypotheses were tested by subgroup method. The results demonstrate that the innovativeness of consumers has a positive effect on the acceptance of horizontal and vertical brand extension. From the two investigated moderator variables, the moderating effect of product knowledge was not supported and based on the findings it became manifest that parent brand trust has a moderating effect on the relationship between the consumer’s innovativeness and the acceptance of brand extension.

Successful companies always utilize modern methods and tools as competition advantages to achieve the development and continuous improvement. One of these tools is customer relationship management (CRM) which today perceived as an e-CRM, by information and communication technology (ICT) development. This kind of management is a strategy that firms can create beneficial relationship based on conceptual and received customer’s values. So, today, accurate cognition and evaluation based on this tool is global researchers and managers challenge. In this research, we assess e-CRM performance under the customer, internal business, innovation and learning, and financial perspectives of the balanced scorecard. We have selected PISHGAMANE KAVIRE YAZD Set (as ecommerce companies) to acquire significant data in the case study involved and sampled by snowball method. Also, we use experts viewpoints and questionnaires to collect data. Results show that, with successful e-CRM programs, internet businesses can experience significant levels of improvements under all the four perspectives of BSC, including tangible measures (such as financial outcomes), the less tangible indicators (such as customer value), innovation, excellence, and efficiency in business processes. Thus, higher levels of perceived e-CRM is claimed significantly higher levels of improvements in customer satisfaction, transaction amounts and frequency, brand image, effective database management and customer targeting, efficient business processes, technology utilization, excellence and innovation in services, improved sales, profitability and decreased service support costs.

Many organizations, especially in service industry, according to their goals and mission make a special contribution to quality phenomena and improvement management. This paper is an attempt to analyzes Service Quality for brokers of Stock Exchanges which is Based on gap analyzes model and SERVQUAL technique. In this regard, we have designed questionnaire and applied them to measure expectations and perceptions of investors as well as brokers in the Stock Exchange. This process was based on five service quality gaps. The application of Non-parametric statistical tests results in presentation of some recommendation. These tests are based on five conceptual dimensions of service quality which include intangibility, responsiveness, reliability, assurance and empathy. The results show that between expectations and perceptions of investors for the quality of service from brokers’ offices there is a meaningful statistical significanance. Managers of these brokers’ offices may use these analytical models, so that they would able to find out the gap for services rendered by them from point of view of investors and themselves. This process can help these brokers to plan and review the short coming.

Manufacturing companies need human management, saving in cost, services and responding to customers for competition. Programs such as TQM, JIT and TPM help organizations for competition. Manufacturing companies which better imply these programs have better advantages. For implying such programs, we should first recognizing the practices which results in the format. Each program contains set of practices. Some of these practices are included in other programs also, which are called common practices. The practices included only in one program are called unique practices. The purpose of this paper is to recognize the unique and common practices of TQM, JIT and TPM using Delphi fuzzy. According to the literature review, practices of these above programs were extracted, then by using Delphi fuzzy and on the basis of expertise view of ceramic and tiles of Yazd state, all the practices were categorized into two groups, common practices of three programs and unique practices of each program.

Increasing competition, specially, in service sector causes more attention to retention of current and potential customer. In this situation, customer loyalty and diagnosis of factors influencing on loyalty have a great importance. In this paper, first, factors that influence on loyalty have been diagnozed and then the relationship between independent and independent variables were tested as a model. The presented service loyalty model has two levels and were tested between customers of Iranian private banks. In the first level, the model presented, include trust and commitment variables. These variables have a mediating role in building long term relationship in B2B context. In this research, positive effect of these variables on customer loyalty was supported in B2C context. In the second level, the presented model includes affective and cognitive variables. Some of these variables, that have more effect on formation of trust and commitment in service sector, have been identified. At the end, the researcher suggests some practical recommendation for enhancing customer loyalty to the CEOs and marketer and also some guidelines for future research in this domain.

The main purpose of this research is to examine the role of industrial SME’S development in creation of entrepreneual opportunities in Semnan province. Statistical population is all 1587 industrial SME’S located in Semnan province in 1387. A sample of 309 SME’S were randomly selected by using Morgan –Kerjesy table. Tools of data collection are interviews with SME’S managers, owners, examination of documents, and researcher made questionnaire whose validity was determined by using Alpha Gronbaukh technique. Statistical techniques used are descriptive statistics, correlation coefficient test, sign test and Kolmogorov – Smirnov (K-Z) test. The data is analyzed by SPSS software. Based on the results of the research, there is a meaningful relationship between advanced technology and machinery, the degree of workforce skills, managerial styles, new product innovation, risk acceptance and the creation of entrepreneual opportunities.