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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.

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