INVESTIGATING THE RELATIONSHIP BETWEEN ORGANIZATION FINES AND CUSTOMER SATISFACTION IN SERVICE ORGANIZATIONS IN KERMAN PROVINCE

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MOLLAHOSEINI ALI; JABBARZADEH KARBASI BAHRAM; KOULAK ADEL

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Journal: Management and Development Process Year:2011 | Volume:24 | Issue:77 Page(s): 129-148

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Information Journal Paper

Title

INVESTIGATING THE RELATIONSHIP BETWEEN ORGANIZATION FINES AND CUSTOMER SATISFACTION IN SERVICE ORGANIZATIONS IN KERMAN PROVINCE

Author(s)

MOLLAHOSEINI ALI | JABBARZADEH KARBASI BAHRAM | KOULAK ADEL | Issue Writer Certificate

Keywords

ORGANIZATION FINESQ2

SATISFACTIONQ2

LOYALTYQ2

WORDQ2

OFQ2

MOUTH COMMUNICATIONQ2

SERVICE ORGANIZATIONSQ2

Abstract

Intense competition among SERVICE ORGANIZATIONS to gain economic benefits has become one OF the most challenging issues to the field OF marketing. Besides, paying thoughtful attention to fines against customers is very important for organizations because OF their benefits and adverse effects. Accordingly, this study sought to examine the relationship between the characteristics OF these fines and SERVICE ORGANIZATIONS’ customer SATISFACTION, LOYALTY and WORD-of-mouth communication in Kerman province. The statistics include all the users OF these services institutions who have suffered from fines and the sample is composed OF 385 people. To assess reliability OF the questionnaire, 30 copies OF it were randomly distributed and collected. The Cronbach alpha coefficient was 95% for all questions. The research results indicate a significant relationship between the severity OF penalties, adequacy OF explanation and customers' dissatisfaction. The results also suggest the existence OF a significant relationship between customers' dissatisfaction, WORD-of-mouth communication and LOYALTY.

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APA: Copy

MOLLAHOSEINI, ALI, JABBARZADEH KARBASI, BAHRAM, & KOULAK, ADEL. (2011). INVESTIGATING THE RELATIONSHIP BETWEEN ORGANIZATION FINES AND CUSTOMER SATISFACTION IN SERVICE ORGANIZATIONS IN KERMAN PROVINCE. JOURNAL OF MANAGEMENT AND DEVELOPMENT PROCESS, 24(77), 129-148. SID. https://sid.ir/paper/246228/en

Vancouver: Copy

MOLLAHOSEINI ALI, JABBARZADEH KARBASI BAHRAM, KOULAK ADEL. INVESTIGATING THE RELATIONSHIP BETWEEN ORGANIZATION FINES AND CUSTOMER SATISFACTION IN SERVICE ORGANIZATIONS IN KERMAN PROVINCE. JOURNAL OF MANAGEMENT AND DEVELOPMENT PROCESS[Internet]. 2011;24(77):129-148. Available from: https://sid.ir/paper/246228/en

IEEE: Copy

ALI MOLLAHOSEINI, BAHRAM JABBARZADEH KARBASI, and ADEL KOULAK, “INVESTIGATING THE RELATIONSHIP BETWEEN ORGANIZATION FINES AND CUSTOMER SATISFACTION IN SERVICE ORGANIZATIONS IN KERMAN PROVINCE,” JOURNAL OF MANAGEMENT AND DEVELOPMENT PROCESS, vol. 24, no. 77, pp. 129–148, 2011, [Online]. Available: https://sid.ir/paper/246228/en

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