International E-publication: Publish Projects, Dissertation, Theses, Books, Souvenir, Conference Proceeding with ISBN.  International E-Bulletin: Information/News regarding: Academics and Research

Effective Internal Strategic factors on Customer Satisfaction from the Perspective of Organization's Managers in Tabriz travel agencies

    , ,

Author Affiliations

  • 1 Department of Management, East Azarbaijan Science and Research Branch, Islamic Azad University, Tabriz, IRAN
  • 2 Department of Management, Tabriz Branch, Islamic Azad University, Tabriz, IRAN

Res. J. Recent Sci., Volume 2, Issue (9), Pages 40-46, September,2 (2013)

Abstract

The aim of this study is to investigate on relationships between internal strategic and service companies customer satisfaction from the manager's viewpoint. The data for this study have been achieved through questionnaires which filled out by managers of service organizations (travel agencies) and its customers and for data analysis, Regression and Pearson's correlation coefficient and SPSS software was used. The results from hypothesis tests indicate that among six hypotheses of the study, five hypotheses directly and significantly and one reverse and significant hypothesis was confirmed. In other words effective internal strategic factors on customer satisfaction include: Information technology, marketing, research and development, customer service, human resources and accounting.

References

  1. Gursoy D. and Swanger N., Performance: Impacts on financial Success, Hospitality Management, (26), 213-227 (2007)
  2. Kotler F. and Armstrong G., Principles of Marketing, Ali Parsian Translation, Tehran, Aylar publication, 4thpublication (2005)
  3. Arasli H., Mehtap S. and Turan, K., Customer Service quality in the Greek Cypriot banking industry, Management Service quality, 15(1), 41-56 (2005)
  4. Palmer A., Principles of service marketing, MG Graw Hill, Third Edition, Great Britain (2001)
  5. Atazadeh Y., Effective Internal strategic factors oncustomer satisfaction from the perspective of organization’s managers in Tabriz travel agencies, Master thesis, East Azerbaijan Science and Research Branch, Islamic Azad University (2012)
  6. Kavoosi M. and Saghayi A., methods of measuring customer satisfaction, Sabzan publication, 2nd edition (2005)
  7. Ndubisi O. and Wah K., Factorial and dirciminant Analyses of the underpinning of relationship marketing and customer Satisfaction, International Journal if Bank Marketing, 23(7), 542-557 (2005)
  8. Fine L., The bottom Line: Marketing and firm performance, Business Horizons, 52, 209-214 (2009)
  9. Andrson W. and Farnell C., Foundations of the American Customer Satisfaction Index, Total Quality Management, 11(7), 869-882 (2000)
  10. Hill N., Measuring customer acceptance, Mohammad Reza Eskandari translation, Rasa publication (2005)
  11. Moutinho L. and smith A., Modeling bank Customer Satisfaction through mediation if attitudes towards human and automated banking, International Journal if Bank Marketing,18(3), 124-134 (2000)
  12. Metawa A. and Almossawi M., Banking behavior of lslamic bank customers: perspectives and implications, International of Bank marketing, 16(7), 299-313 (1998)
  13. Olorunniwo F., HSU K. and Udo M., Service quality, Customer Satisfaction, and Behavioral Intentions in Service factory, Journal of Service marketing,20(1), 59-72 (2006)
  14. Venus D. Safayian M., Banking Services Marketing Applied Methods for Iranian banks, Tehran, Negahe Danesh Publication (2002)
  15. Ritter T. and Walter A., Matching high- tech and high-toch in Supplier- customer relationships, European Journal of Marketing,40(3/4), 292-310 (2006)
  16. Rosman Md. Y., Shah F.A., Hussain J. and Hussain A., Factors Affecting the Role of Human Resource Department in Private Healthcare Sector in Pakistan :A Case Study of Rehman Medical Institute (RMI), Research Journal of Recent Sciences,2(1), 84-90 (2013)
  17. Esmailpour J. and Ghaffari P., Marketing, Tehran, Nevisandeh publication (2002)
  18. Javadian S. and Kimiasi M., Service quality management, Tehran, Negahe Danesh publication (2005)
  19. Moideenkutty U., Al-Lamki A. and Murthy Y., HRM practices and Organizational Performance in Oman, Personal Review, 40(2), 239-251 (2010)
  20. Duncan E. and Elliott, G., Efficiency, Customer Service and financial Performance among Australian financial institutions, International journal if Bank marketing,22(5), 319-342 (2004)
  21. Vickery S., Jayaram J., Droge C. and Calantone R., The Effects Of an Integrative Supply Chain Strategy on Customer Service and Financial Performance: an Analysis of Direct Versus Indirect Relationships, Journal of operations management,(21), 523-539 (2003)
  22. Chi C. and Gursoy D., Employee Satisfaction, Customer Satisfaction, and financial performance: An empirical examination, International Journal of Hospitality management,(28), 245-253 (2009)
  23. Ghanimat P., and et al, The Study of the Effect of Demographic traits on the Rate of Entrepreneurship (Case Study: Tabriz Islamic Azad University Students), Journal of Basic and AppliedScientific Research,2(3), 3103-3113 (2012)
  24. Ghaffari P., Provide a positive role model to assess the factors affecting the market advertisements Interpreting Services, PHD thesis, Tehran, Science and research branch, Islamic Azad university (2008)
  25. Beheshti V. Iranzadeh S. and Jabbari H., Survey on the Impact of Financial Payment on Employees’ Motivation, (Case Study: Ardebil Melli (National)Bank), Research Journal of Recent Sciences, 2(8), 72-78 (2013)