نشریه کاوش های مدیریت بازرگانی
پیاپی 5 (بهار و تابستان 1390)

E-citizen compared to traditional citizen experiences a more modern life has more confidence for living in the age of information and communication; and will defend his/her citizen rights with more capability. Learning e-citizen skills increases the ability of using new communication technologies which in turn increases their readiness in employing electronic government facilities and services. In this way and with an aim of studying the factors influencing on e-city, after review of existing literature and interviews with experts of e-commerce, information and communication technology, the most important indicators of e-city establishment have been extracted and their important priorities have been determined by using a questionnaire from the point of view the IT active managers in the Yazd province. Results have been analyzed by the use of MADM techniques (both traditional and fuzzy) and the most important factors have also been determined and prioritized. Findings imply that factors such as e-procurement, e- transactions and long-term strategic thinking at the country macro-level are the factors with the highest importance in establishment of Yazd e-city from viewpoint of Information Technology managers and experts in Yazd province. Also, the two dimensions of IT governance and Customer Relationship Management have been identified as the most important dimensions.

Today, Performance Evaluation is an important factor in any organizations. With regards to importance of service sector like chain stores and it’s relation to economic growth of many countries, performance evaluation of these stores is very important. The objective followed in this study is the performance evaluation of ETKA’s chain stores to identify their efficiency contents and render optimization solutions for inefficient units to catch up high level of efficiency. Widespread utilizing Data Envelopment Analysisis a strong evidence.The results of this research after running a CCR Input-Oriented model as a proposal model and identify. The efficiency mark of every unit illustrate that 68 percent of the stores are efficient and 32 percent inefficient. For the purpose of accomplishment of objective from evaluation of units’ efficiency which is the very establishment of a mechanism for attaining the stores unit to a high level of efficiency, the establishment of figurative units is proposed. For doing such action one can take action toward establishment of reference sets, and the portion of each decision making units in establishment of figurative units are the very responses to Input-Oriented CCR model (j). On this basis, one can, along with the objectives of this paper, decrease excess resources of inefficient units for forcing them to efficient limit using the logic of reference sets as a result of which the general efficiency of total DMUs is increased.

The aim of this paper is ranking the factors of knowledge management in Tehran, Esfahan, Tarbyat Modares, Al-zahra, Mazandaran, Guilan, Yazd, Araak and Razi universities based on the level of knowledge management. The study population includes all the members of the staffin the selected universities. Employing a classified random sampling, the data was collected through the distribution of a questionnaire among the 355 persons of the academic staff of the selected universities. SPSS16.0 is used for statistical analysis. The results of research show that the knowledge management characteristics does not have equal importance in each of the following universities and the entire hypothesis was rejected.

Selection of proper sites to establish the automated teller machines (ATM) is one of the important issues in the electronic banking industry. This paper explains the pattern of locating these machines. Data obtained from a survey of Iranian state bank managers, then the method of hierarchical analysis process (AHP) has beeb used. Although the review of literature indicates the variety and multiplicity of affecting criteria in this pattern, our study shows that managers do not necessarily consider all these factors to ATM location decisions. In addition, some considered criteria are more important than the others. In this regard, population density,costomer job, customer education,closeness to the intersections and the main squares,distance from their own branches, and distance from the competitor's ATM are the most important criteria and proximity with the stadiums and firestations, and being in the highway streets are the less important criteria in the process of ATM location decision.

From consumer's point of view, brand is an essential part of product and not only tries to facilitate consumer's choices but also fulfills their expectations to receive a distinct level of quality, makes loyalty and decreases consumer risk. The aim of this research is to identify effective factors of internal environment of organization to build valuable brands and also to rank the most effective factors.The statistical population in this research includes executive managers working in food and related industries all over Mashhad city, Iran. Questionnaire has been used to obtain data.The analysis of collected data was prepared by one-way t-test. Finally,the results showed that internal factors of organization are effective for creating valuable brands.Highest impact belongs to product features and lowest impact belongs to physical environment.

The aim of this research is to identify the factors related to customers’ loyalty in Tehran's five star hotels and to rank the variables of each factor according to their importance. This is a descriptive-survey from the research approach perspective and it's statistical population consists of the Iranian loyal customers. Based on random sampling and questionnaire as the instruments, out of 450 questionnaires which were distributed among the related customers, 216 were collected. Pearson correlation is used for testing research hyphothesis and mean ranking is used for classifying the variables related to each of factors according to their importance.The results, using SPSS software, show that each of relevant factors (i.e, hospitality; accommodation; food and beverage; recreation and entertainment; supplementary services; hotel's position and displacement, and price) have significant and positive relationships with customer's loyalty. Among these factors, the supplementary services with 0.546 coefficient correlation has the greatest relationship with loyalty. The mentioned factor includes variables such as efficient and appropriate laundry services; availability of parking for hotel's guests; possibility of cost payment by credit cards for service(s); launching facilities for meetings and conferences; access to information and communication technologies; using electronic card for room instead of keys and to have access to facilities in emergency situations.

The purpose of this study is identify and assess the factors influencing the successful implementation of KM in higher education institutions. These factors include: culture, technology, incentive, authority, coordination and familiarity. This study also reviews and ranks these factors in Yazd University by using fuzzy TOPSIS.However,the statistical population is the faculties of Yazd University. For collecting data, literature review, interviews with experts and questionnaires are used. The results of ranking these factors indicate that the factors of culture, technology and incentive are in first, and familiarity, authority and coordination are next in ranking.