Sharif Digital Repository

The financial services industry, specially the retail banking sector, has experienced significant changes in which the consequences could be a competitive pressure, customer requirements, and technological innovation. One of these new service deliveries, which has been presented recently and has been developed dramatically in this industry, is mobile banking which offers a great deal of benefit for both banks and customers. As far as this new trend suggests, researchers in various fields draw their interests toward this new technology as a subject matter for their research. Although there is a great number of a researcher in this field, this still is an infancy stage of progress. No one... 

Internet and the market based on this new product and service has penetrated in all aspects of today’s modern life of human being. After invention of this market each day a new innovation revolutionized this market and industry. High speed internet based on ADSL technology was one of these innovations. The high-speed internet service has achieved a remarkable increase in penetration in recent years. In order to survive in this competitive market, companies should continue to improve their service performance. The high level of service performance is believed to be an effective way to improve customer satisfaction and loyalty. In recent years, the high-speed internet service, based on the... 

In today‘s world, the need for travel to different places for various reasons like politics, business and entertainment is unavoidable. This demonstrates the importance of the airline industry and the attention is achieved from the society. Different airlines try various strategies to satisfy more customers of this industry and of course more benefit would arise. These strategies would work more efficiently based on the outcome of a sound research on the exact needs of the customers, their perceived quality and expectations, and the gaps between the two and how they can be filled. This research follows the aim of understanding customer satisfaction for airline industry in Kish Island .In... 

According to the unique characteristics and increased competition in Business-to-Business (B2B) exchanges, achieving customer loyalty is becoming more and more crucial in B2B marketing. Furthermore, with the advent of relationship marketing, it is important to sustain a long term relationship with customers.Thus, the major issue is to examine what influences a customer’s willingness to remain with the existing supplier. The purpose of this study is to identify the antecedents of customer loyalty in a Business-to-Business context. Based on the relevant literature on customer loyalty and satisfaction, a conceptual model is developed to assess the most influential drivers of loyalty. The... 

This research enlarges the content of the literature related to the business switching behavior by examining why dissatisfied customers remain in relationship with their existing service provider and do not exit, in the business to business context in Iran. The study develops and tests a model investigating the factors which potentially affect on dissatisfied customers to stay in relationship and also perform upon their repurchase intention. The proposed model specifies a set of propositions among dimensions of switching barriers, switching cost, interpersonal relationship, lack of attractive of alternative, dependence, calculative commitment, service recovery, inertia, lower price, method... 

The purpose of this study was to find out the effective factors on customer satisfaction and its consequences in Kish Island (IRAN).In this research the researcher had used two different kind of sample the first sample is customers of three different hotels of 3 star, 4 star, 5 star and The second sample are managers of these hotels. The sample size was 285 of hotel customers and 11 of hotel managers. The first purpose of this study was to identify the drivers and results of customer satisfaction and also identifying there relationship with customer satisfaction. The second goal of this study was to propose a customer satisfaction model for hotel industry in kish island (IRAN). In this... 

Knowing different groups of customers and building effective communication with them in such a way as to guarantee the future economic interests of the organization is a very important issue in today's businesses. The attraction of profitable customers, as well as the preservation of valuable old customers, are both important, except for the precise identification of their features. The value of customer longevity plays an important role in customer segmentation, and there are numerous researches that focuses on customer value with the aim of making more profit for the organization, most of which have life-cycle customer value models as the main inputs for segmentation cCustomers have been... 

Competitive world of industrial production need more speed and faster reaction for the customer needs. This should be carried out in low cost activities while satisfying what the consumers and customers require. Business of commercial refrigerators and freezers is a big industry targeting small to big customers. In this thesis a systematic method relying on reduction of cost, reworking and unexpected expenditures in product life is utilized. Stands for Design for Manufacturing, DFM is a series of principles and guideline simply to achieve a faultless design of a product so that the non-incurred costs of the product travel through its life cycle become minimized. Freezers and refrigerators... 

In this research we have studied the changes in the technology performance in the smartphone industry, and by using theoretical models in technology management literature, we have compared this performance with coustomer’s required level of performance. The study shows that after 2011, the level of customer satisfactions depends less on the technology performance and more on the price. This observation is consistent with Christiensen’s suggested model for technology performance, in which after a certain point technology’s performance surpasses the customer’s need. In addition, we have studied the effect of modular design for smartphones on the customer’s satisfaction. We found that... 

Like other industries and research literature, tourism and hospitality have increasingly interpreted and analyzed the vast amount of user-generated content and online reviews to address practical and theoretical issues concerning customer experience and satisfaction. One of the most underdeveloped data-driven research streams in tourism and hospitality is green restaurant research. To address the gap regarding the actual behaviors, perceptions, and anticipations of such restaurants' customers, this study first used a new advanced topic modeling algorithm to identify hidden topics of customer reviews. The result suggests that customers mostly perceive food-related green attributes when it... 

This research aims to investigate the cognitive factors affecting the managers involved in decision-making processes in business environments. It tries to examine the relationship between perfectionism, decision fatigue, and decision satisfaction, taking into account management decisions in complex situations as described in Cynefin framework. The data used for analysis has been obtained from 103 business managers in different work groups. Multiple regression analysis and mediation analysis have been implemented using the bootstrapping method. As a result, 4 out of 4 research hypotheses are supported. To sum up, it can be inferred that perfectionist managers, when they make decisions in the... 

Nowadays, customers hold a pivotal role as co-creators of value in service industries. Therefore, companies usually try to encourage customers to interact and co-create value effectively with the company or with each other. However, if a service provider fails to meet customer expectations, service failure occurs and may influence customer evaluations to co-create value. In this situation, companies usually try to redress the problem that happened to reduce their negative perceptions. Research related to the drivers of customers' value co-creation intentions has gained interest in recent years. However, there has not been an integrated view to simultaneously examine the negative role of... 

Super app is known as a software that provides the users with a variety of services in the form of a whole platform. Only a few studies have been done into the field of super apps. Although previous studies have made observations regarding the effect of motives on the customers` satisfaction, the effect of use intention on the customers` engagement has been negligibly looked into. The present research focuses on the effect of different use intentions (Hedonic, Utilitarian and social benefits) on the super app users` purpose by taking the customers` satisfaction and engagement into account. This study is different from the previous ones as the motives` effect has not been examined... 

Nowadays, customers hold a pivotal role as co-creators of value in service industries. Therefore, companies usually try to encourage customers to interact and co-create value effectively with the company or with each other. However, if a service provider fails to meet customer expectations, service failure occurs and may influence customer evaluations to co-create value. In this situation, companies usually try to redress the problem that happened to reduce their negative perceptions. Research related to the drivers of customers' value co-creation intentions has gained interest in recent years. However, there has not been an integrated view to simultaneously examine the negative role of... 

Increasing growth of the internet and e-commerce usage, which has resulted in arising of new markets, has made organizations more flexible in responding to customer needs. It also facilitates the accessibility of customers to a wide range of service providers. Therefore, the importance of customer satisfaction is escalating.The case study is about technical inspection services. In this field, the responsibility of the quantity and quality check of the purchased goods or the operation supervision is delegated to a third-party inspection company by the buyer or project owner. In such companies, almost all critical activities are farming out to a vast group of inspectors around the world. Thus,... 

Customer loyalty plays one of the most vital roles in business profitability. This concept gives special prominence to attaining new customers, which is by far less costly than attracting new ones. Therefore, investigating the impact of factors affecting customer retention is of precise significance. In the respect, corporate social responsibility, as an imperative factor impacting customer loyalty, gained more attention by various companies in the last decades.Over the past few months, the world has encountered the hazard of the Coronavirus pandemic. Most aspects of daily life in different parts of the globe have been affected by this disease. Companies are no exception. The coronavirus has... 

Inequality and the feeling of injustice governing in the work environment place is one of the important and influential factors on employees'affecting productivity. If Should the employees believe that they are getting lower wages despite having the same productivity as their colleagues, they receive less wage than those co-workers, they might find the firm's behavior unfair and thus, they would loweradjust their performance accordingly. This problem is of great importance, hence the numerous related studies in the literature. This study investigates the effect of inequal unequal payment and promotion on the productivity of the employees by designing and implementing a natural work... 

The latest market growth, especially in platform-based businesses, has introduced new governing rules in economics. People have begun to care more about their non-material needs than before; in addition, people's involvement with the companies is no longer limited to buying products or services; they actually have begun to cooperate with the businesses as providers. This new paradigm has caused a shift in the nature of people's motives for interacting with the companies. Some research has been done on this issue in the American and European countries, indicating that although there has been a change in people's incentives, financial gain is the most important determinant of people's... 

Results showed that 9 factors of “Brand Equity”, “Product Quality”, “Service Quality”, “Service Recovery”, “Perceived Value”, “Relationship”, “Employee Satisfaction”, “Physical Environment” and “Distribution Channel” are most effective factors by researchers that have effect on customer satisfaction. Thus, the Macromodel of this research was designed based on these factors. Due to limitations and context of the research, “Service Quality”, “Service Recovery” and “Relationship” were chosen in the final model. Results of questionnaire showed that the 5 parameters of “Service Recovery Speed”, “Reliability”, “Responsiveness”, “Empathy” and “Seller-focused antecedents” was the most important... 

E-learning is a broad set of methodologies and software’s, based on information technology, which provides learning opportunities for people of different backgrounds regardless of their location and time. E-learning has not only recently experienced a major uptake in business and academia, but has also proven itself as a necessity for most learners in different fields. This said, it is needless to mention that it has also encountered some difficulties and setbacks along its way to educational dominance. User satisfaction or customer satisfaction is one of the major means by which one can evaluate the success of such programs. Organizations on the other hand are incorporating behavioral...