THE EFFECT OF SOCIAL AND ORGANIZATIONAL FACTORS IN CUSTOMERS LOYALTY (A CASE STUDY IN TEHRAN TEJARAT BANK)

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KAFFASHI MAJID; MAKHDOMI JAVAN REZA

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Journal: SOCIAL RESEARCH Year:2012 | Volume:5 | Issue:14 Page(s): 137-153

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Information Journal Paper

Title

THE EFFECT OF SOCIAL AND ORGANIZATIONAL FACTORS IN CUSTOMERS LOYALTY (A CASE STUDY IN TEHRAN TEJARAT BANK)

Author(s)

KAFFASHI MAJID | MAKHDOMI JAVAN REZA | Issue Writer Certificate

Keywords

SOCIAL FACTORQ2

ORGANIZATIONAL FACTORQ2

CUSTOMERS LOYALTYQ2

SERVICE QUALITYQ2

TRUSTQ2

COMMITMENTQ2

Abstract

The research purpose is a survey on the “effective social and ORGANIZATIONAL FACTORs on the amount of Tejarat bank customers’ loyalty to bank retention and communication in Tehran in 1390 which is analyzed using Bordio and John Elster theory. The current research presents this question that what social and ORGANIZATIONAL FACTORs can effect on the amount of bank customers’loyalty.Statistical population in this research is saving account customers in Tejarat bank branches of Tehran who at least haven’t blocked their saving account for 5 years and consists of 5006 people. Using Cokoran formula of the sample which is under study is included 196 people who were calculated and among them 52 were females and 144 were males. The method of research of this research is survey and the tools for gathering data is a questionnaire consisting of 30 articles with Likert spectrum with scale of 5 degree that is performed on the sample. Cluster sampling method multi-stage and finally using simple random method were chosen.Research findings were calculated using descriptive tables and statistical tests in SPSS software. Independent variable of this research is SOCIAL FACTORs like 1.Social TRUST, 2. Education, 3. Type of job, 4. The amount of income 5.Understood representation, 6. Way of communicating as well as ORGANIZATIONAL FACTORs include: a) SERVICE QUALITY b) the amount of organizational liability c) length of official process in order to allocate loan and also dependent variable Tejarat bank customers’ loyalty. In the segment of communicational hypothesis except customer income variable, all independent variables showed the relationship to dependent variable and in the part of different hypothesis, the results showed that the loyalty of male customers is more than females, but in respect of marriage status there is no difference between them. Also those who have a diploma or lower education have more loyalty in comparison with those who have higher education.

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APA: Copy

KAFFASHI, MAJID, & MAKHDOMI JAVAN, REZA. (2012). THE EFFECT OF SOCIAL AND ORGANIZATIONAL FACTORS IN CUSTOMERS LOYALTY (A CASE STUDY IN TEHRAN TEJARAT BANK). SOCIAL RESEARCH, 5(14), 137-153. SID. https://sid.ir/paper/164824/en

Vancouver: Copy

KAFFASHI MAJID, MAKHDOMI JAVAN REZA. THE EFFECT OF SOCIAL AND ORGANIZATIONAL FACTORS IN CUSTOMERS LOYALTY (A CASE STUDY IN TEHRAN TEJARAT BANK). SOCIAL RESEARCH[Internet]. 2012;5(14):137-153. Available from: https://sid.ir/paper/164824/en

IEEE: Copy

MAJID KAFFASHI, and REZA MAKHDOMI JAVAN, “THE EFFECT OF SOCIAL AND ORGANIZATIONAL FACTORS IN CUSTOMERS LOYALTY (A CASE STUDY IN TEHRAN TEJARAT BANK),” SOCIAL RESEARCH, vol. 5, no. 14, pp. 137–153, 2012, [Online]. Available: https://sid.ir/paper/164824/en

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