The Relationship between Customer Relationship Management, Service Quality and Satisfaction in Service Organizations (The Case of Nursing Homes)

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Kia Keyhan; MIRABI VAHID REZA; Mozafari Amin

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Journal Paper

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Journal: JOURNAL OF MARKETING MANAGEMENT Year:2016 | Volume:10 | Issue:31 Page(s): 49-65

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Title

The Relationship between Customer Relationship Management, Service Quality and Satisfaction in Service Organizations (The Case of Nursing Homes)

Author(s)

Kia Keyhan | MIRABI VAHID REZA | Mozafari Amin | Issue Writer Certificate

Keywords

Customer Relationship ManagementQ2

Service qualityQ2

Customer SatisfactionQ2

Abstract

Assessment of Service quality in service organizations means evaluating that how many these services could satisfy customer’ s expectations. Awareness of the concept of Service quality and efforts to improve it results in providing high quality services and by increasing the quality of service you can expect an increase in Customer Satisfaction. The aim of this study is to study the relationship between Customer Relationship Management, Service quality and resident satisfaction in nursing homes. The population of this study includes all residents of Tehran nursing home which 384 person were chosen as sample based on random sampling. Primary data was collected using a standard questionnaire which its reliability was 0. 912 and its validity was confirmed by content and formally. This research is a correlation one and functional and Regression was used to analyze the results indicate that all hypotheses are confirmed and Customer Relationship Management and Service quality has a positive effect on resident satisfaction. Finally the authors suggested that the relationship between the physical environment and the perceived quality of the interaction between providers and users of services and also the effect of other service users be explored as complementary to this study.

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APA: Copy

Kia, Keyhan, MIRABI, VAHID REZA, & Mozafari, Amin. (2016). The Relationship between Customer Relationship Management, Service Quality and Satisfaction in Service Organizations (The Case of Nursing Homes). JOURNAL OF MARKETING MANAGEMENT, 10(31 ), 49-65. SID. https://sid.ir/paper/219026/en

Vancouver: Copy

Kia Keyhan, MIRABI VAHID REZA, Mozafari Amin. The Relationship between Customer Relationship Management, Service Quality and Satisfaction in Service Organizations (The Case of Nursing Homes). JOURNAL OF MARKETING MANAGEMENT[Internet]. 2016;10(31 ):49-65. Available from: https://sid.ir/paper/219026/en

IEEE: Copy

Keyhan Kia, VAHID REZA MIRABI, and Amin Mozafari, “The Relationship between Customer Relationship Management, Service Quality and Satisfaction in Service Organizations (The Case of Nursing Homes),” JOURNAL OF MARKETING MANAGEMENT, vol. 10, no. 31 , pp. 49–65, 2016, [Online]. Available: https://sid.ir/paper/219026/en

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