CIVILICA We Respect the Science
(ناشر تخصصی کنفرانسهای کشور / شماره مجوز انتشارات از وزارت فرهنگ و ارشاد اسلامی: ۸۹۷۱)

گواهی نمایه سازی مقاله To determine the impact of organizational culture on customers’ satisfaction

عنوان مقاله: To determine the impact of organizational culture on customers’ satisfaction
شناسه (COI) مقاله: FNCAM01_368
منتشر شده در اولین کنفرانس ملی حسابداری و مدیریت در سال ۱۳۹۲
مشخصات نویسندگان مقاله:

Ali Samani - Islamic Azad University, Central Tehran Branch

خلاصه مقاله:
As these days, the survival of organizations is totally depended on customers and customer s, organizations are trying to gain their customers’ attentions and draw their interests in order to keep their finger on the pulse of the market, and also to ensure their own sustainable business as well. But it must be noted that customer-orientation will not happen unless the organization has already had its own rich and supportive culture and be provided for customer-orientation .Therefore, this study examines the impact of organizational culture on customers’ satisfaction in Post Company. The research, benefiting from Morgan’s Table, is a descriptive-survey research of 322customers of Post Company and also, from the point of view of data collection methods; this study is considered a fieldwork research and the sampling method used, is Simple Random Sample method. Safe to say that the means of collecting data were questionnaires along with referring to the documents and evidences. Because of the abnormality of data and also to analyze the data itself properly, binomial test has been employed, and Friedman Test is used for classifying and ranking the factors. The results indicate a strong influence of organizational culture on customers’ satisfaction. Since the ranking results have shown that facts, so it is recommended that employees should get involved in organizational processes so long as the organization can get the best rank it can, as far as satisfaction of customers is concerned

کلمات کلیدی:
Customers’ satisfaction, Organizational culture , customer , Service

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