Study and Ranking Effective Consumers Satisfaction Indexes (CSI) as a Pre-requisite of Consumers Relationship Management (CRM) in Banking System via AHP Technique

سال انتشار: 1393
نوع سند: مقاله کنفرانسی
زبان: انگلیسی
مشاهده: 926

فایل این مقاله در 15 صفحه با فرمت PDF قابل دریافت می باشد

استخراج به نرم افزارهای پژوهشی:

لینک ثابت به این مقاله:

شناسه ملی سند علمی:

EAMS01_075

تاریخ نمایه سازی: 19 تیر 1394

چکیده مقاله:

The goal of the present research is to identify and set priorities of effective factors in customers’ satisfaction in the banking system. This research has employed literature review of the subject and interview with banking elites that led to identifying 40 factors. After using factor analysis technique, all factors were categorized in four groups, including competitive factors, human factors, environmental factors and professional factors. In conclusion, the couple comparison technique was employed by receiving advice of elites to give weights to those factors in relation with others. The results showed that, the competitive factors and human factors, in order, were more effective than other factors; and in human factor part, were suitable encounter of staff, method of responding to the clients and the physical neatness of the staff, and in professional factors category, the indexes of accuracy of banking performance, speed in performing bank affairs and quality of providing bank services were important. In environmental factors, less crowded branches, observing the turn of clients and closeness of branches distances, and in competitive factors, higher interest rate, higher facilities ceiling and less expenses and commission fee had the highest weight and importance from the viewpoints of customers.

کلیدواژه ها:

Customers relations management ، customer satisfaction index ، ranking ، setting priorities ، analytical hierarchical process (AHP) technique

نویسندگان

fereshteh Amin

assistant professor of Faculty of Management in Tehran University,Tehran, Iran

hoda Ghorbani

MSC degree from Tehran university, Iran

ali ramezani

assistant professor of department of faculty of management and accounty Islamic azad university,karaj, Iran

Mahdieh haghani

MSC degree from Tehran university, Iran

مراجع و منابع این مقاله:

لیست زیر مراجع و منابع استفاده شده در این مقاله را نمایش می دهد. این مراجع به صورت کاملا ماشینی و بر اساس هوش مصنوعی استخراج شده اند و لذا ممکن است دارای اشکالاتی باشند که به مرور زمان دقت استخراج این محتوا افزایش می یابد. مراجعی که مقالات مربوط به آنها در سیویلیکا نمایه شده و پیدا شده اند، به خود مقاله لینک شده اند :
  • Ahmadpour, H & Hamedani.A. (2012). Factors affecting commercial bank to ...
  • Fecikova, I (2004). A indlex method for measuremet of customer ...
  • Feinberg. R. A, Hokama. L, Kadam, R & Kim, I ...
  • Johansson. j & Strom. F. (2002). Customer relationship management case ...
  • Johnson. M. D, Gustafsson. A, Andreassen. T.W, Lervik. L& Cha.J. ...
  • Kavosi, M & saghai.A. (2008). Methods for measuring customer satisfaction, ...
  • Kotler, P& Armstrong. G (209). Principles of marketing, Ailar Publishers, ...
  • Manuel. J.V& Pedro .S.C. (2003) The emplo yee-customer satisfaction chain ...
  • Ngai. E.W.T (2005) Customer relationship management research (1992-202), Marketing Intelligence ...
  • Ngai. E.W.T, Li Xiu & Chau. D.C.K.(2009) .Application of data ...
  • Richards. K.A & Jones. E (2008). Customer relationship management: Finding ...
  • Sajadi, A.A (2001). The role of customer satisfaction in business, ...
  • Swift. R.S (2001). Accelerating Customer Relationships: Using CRM and Relationship ...
  • Tsenga. T.L& Huangb. C.C. (2007). Rough set-based approach to feature ...
  • Venus. D & Safarian. M. (2009). Marketing of banking services, ...
  • Vilares, M.J. & Coelho, P.S. (2003). The employee -customer satisfaction ...
  • Villalobos. G (200). Web -Application for the Customer Satisfaction Measuremet ...
  • Yang. X, Tian. P, Zhang, Z. (2003). A Comparative Study ...
  • نمایش کامل مراجع