Presenting a Model for Explaining the Quality of Relationship with Corporate Customers (Case Study: Eghtesad-e Novin Bank)

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LOTFI ALI; FARHANGI ALI AKBAR; FARIDCHEHR ELHAM; gharib navaz Nader

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Journal Paper

Paper Information

Journal: JOURNAL OF BUSINESS MANAGEMENT Year:2022 | Volume:14 | Issue:1 Page(s): 94-113

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Information Journal Paper

Title

Presenting a Model for Explaining the Quality of Relationship with Corporate Customers (Case Study: Eghtesad-e Novin Bank)

Author(s)

LOTFI ALI | FARHANGI ALI AKBAR | FARIDCHEHR ELHAM | gharib navaz Nader | Issue Writer Certificate

Keywords

Relationship marketing

customer relationship quality

Antecedents

consequences

Abstract

Objective One of the main factors of success in B2B markets is the quality of relationships with customers. Attracting and retaining customers in B2B marketing seems to be more difficult than in B2C markets, due to the specific and limited number of customers. Therefore, the purpose of this study is to provide a model that explains the quality of relationships with corporate customers. Methodology The statistical population of this study included financial managers and sometimes CEOs, board members, or senior financial experts of companies who make use of the banking services of Eghtesad-e Novin Bank (EN Bank). Five hundred and ninety-five individuals (5 times the number of questions) were selected by random sampling method. The data collection tool was a questionnaire. Content validity was used to evaluate the validity of the questionnaire and Cronbach's alpha coefficient was used to evaluate its reliability. To investigate the conceptual model of the research, structural equation modeling by Amos software was used. Findings According to the measurement model and structural model of the research, the validity of the extractive model was confirmed. The company features with an impact factor of 0. 33, bank connector features with an impact factor of 0. 14, Interaction features with an impact factor of 0. 6, and environmental features with an impact factor of 0. 48 had a positive and significant effect on the quality of the relationships with customers. customer relationship quality with a coefficient of 0. 59 had a significant effect on the consequences and results of customer relationship quality. Conclusion Company features, bank connector features, interaction features, and environmental features are the preconditions affecting customer relationship quality. The customer relationship quality includes consequences such as customer loyalty, purchase rate, development of future interactions, positive word of mouth, and relationship continuity.

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APA: Copy

LOTFI, ALI, FARHANGI, ALI AKBAR, FARIDCHEHR, ELHAM, & gharib navaz, Nader. (2022). Presenting a Model for Explaining the Quality of Relationship with Corporate Customers (Case Study: Eghtesad-e Novin Bank). JOURNAL OF BUSINESS MANAGEMENT, 14(1 ), 94-113. SID. https://sid.ir/paper/1032678/en

Vancouver: Copy

LOTFI ALI, FARHANGI ALI AKBAR, FARIDCHEHR ELHAM, gharib navaz Nader. Presenting a Model for Explaining the Quality of Relationship with Corporate Customers (Case Study: Eghtesad-e Novin Bank). JOURNAL OF BUSINESS MANAGEMENT[Internet]. 2022;14(1 ):94-113. Available from: https://sid.ir/paper/1032678/en

IEEE: Copy

ALI LOTFI, ALI AKBAR FARHANGI, ELHAM FARIDCHEHR, and Nader gharib navaz, “Presenting a Model for Explaining the Quality of Relationship with Corporate Customers (Case Study: Eghtesad-e Novin Bank),” JOURNAL OF BUSINESS MANAGEMENT, vol. 14, no. 1 , pp. 94–113, 2022, [Online]. Available: https://sid.ir/paper/1032678/en

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