the aims of this paper are to measure the brand equity of e-banking services, and to improve the conceptualization of customer-based e-service brand equity. a pilot and a main study were conducted. the findings in this study support the model of customer-based brand equity in e-service. a pilot and a main study were conducted. this study used a sample of 130e-banking customers. from the interre...

In Today’s quality- based competitive world, known as knowledge age, customer attraction is of ultimate importance. In respect to the slogan “customer is always right”, customer relation management is the core of an organizational strategy playing an important role in four aspects of customer identification, customer attraction, customer retaining, and customer satisfaction. Commercial organiza...

The competition among shopping malls is getting increasingly more intense.In order to enhance corporate competitiveness and profitability, how toretain key loyal customers has become an important issue for the managers ofshopping malls. Customer loyalty programs are a universal practice. Thisstudy proposes an analytical model for developing the strategic management...

Intellectual capital (IC) is organizational intangible asset which is frequently associated with performance. IC is commonly categorized into three core components: human capital, structural capital and relational capital. This study takes a step further in the evolution of the IC model for the hotel industry and divides relationship capital into two categories: End customer- relationship capit...

introduction: customer satisfaction has been suggested as one of the interesting and challenging issues of management in the new millennium. in addition, oral and dental health and the quality of the services the health centers delivered to the patients directly affect the customer satisfaction. therefore, the present study aimed to identify, investigate, and rank the factors affecting the cust...

The objective of this paper is to present the research results in modelling the process for providing satisfaction of company’s customers and their requirements – the key elements of the model which is the final result of the research. This model implies a process approach and acceptable marketing research in the beginning, as well as appropriate evaluation at the end. The model is harmonised w...

Quality function development (QFD) is a planning tools used to fulfill customer expectation and QFD is a systematic process to translating customer requirement (WHATs) into technical description (HOWs). QFD aims to maximize customer satisfactions related to enterprise satisfaction. The inherent fuzziness of relationships in QFD modeling justifies the use of fuzzy regression for estimating the r...

in today's competitive environment, branding is considered as a mechanism to help businesses in order to achieve competitive advantages. due to perceived service quality, business image and customer trust, branding, as an important concept in the sports marketing, is created for organizations. the aim of this study was to investigate the relationship between perceived service quality and c...

today, customer satisfaction as a factor of success of companies has a main importance in the marketing literature. this study has been done to identify factors affecting customer satisfaction with an emphasis on the social capital and the organizational justice. the statistical population of the study includes staff and customers of the commercial banks in tehran, qom and markazi provinces. to...