Volume 4, Issue 3 (2014)                   ORMR 2014, 4(3): 23-48 | Back to browse issues page

‎ 20.1001.1.22286977.1393.4.3.7.5

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pour S, Kharidar F, Zargari M. Customization of services in the banking industry on loyalty, trust and satisfaction of customers by using of ECSI model. ORMR 2014; 4 (3) :23-48
URL: http://ormr.modares.ac.ir/article-28-11999-en.html
Customization of services in the banking industry on loyalty, trust and satisfaction of customers by using of ECSI model
Samira Pour 1, Fatemah Kharidar2 , Mahbobeh Zargari3
1- PhD student of organizational behavior management, Faculty of Economic and Administrative, Ferdowsi University of Mashhad, Mashhad, Iran
2- . M.A. of Industrial Management, Faculty of Economic and Administrative, Ferdowsi University of Mashhad, Mashhad, Iran
3- . Bachelor Student of Tourism Management, Profit University of Mottahar Kheradgarayan of Mashhad, Mashhad, Iran
Abstract:   (10211 Views)
Privatization of banking system in the Iran, emergence of new competitors and increased competition between public and private banks to retain customers and attract new ones, made banks to Customize their services. Banks do such as a policy to maintain and attract new customers. This happens in customer behavior assessment in terms of the dynamics of psychological (loyalty, trust and customer satisfaction) and are evaluated using ECSI model. In this regard, data collected through questionnaires distributed to available customers one of the Bank. Results showed that all the hypotheses of the study were accepted. If customization is performed in a appropriate manner, customer satisfaction, which is a prerequisite for loyalty, will improve. Customized services make customer encouraged to believe that bank was sensitive to his/her demands and as a result increase customer’s trust which lead to loyalty. Therefore, this study can help managers and policy makers who are executing in the bank.      
Keywords: Personalization, Customer Loyalty, Satisfaction, Service, bank
Full-Text [PDF 221 kb]   (3548 Downloads)    
Article Type: scientific research | Subject: -
Received: 2014/03/9 | Accepted: 2014/10/6 | Published: 2015/02/20
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