An empirical investigation on factors influencing customer loyalty and their relationships with quality of services: A case study of insurance firm

In this paper, we present an empirical investigation to study the effect of various factors influencing customer loyalty and quality of services on customer satisfaction and customer loyalty. The proposed study is implemented in one of Iranian insurance firms by choosing a sample of 171 randomly selected customers of this insurance firm. We use SERVQUAL standard questionnaire to measure customer satisfaction. The study examines three hypotheses associated with the proposed study using one-way t-student as well as path analysis, and the results have confirmed all three hypotheses. The study also uses Freedman test to rank the most important factors and detects that value was the most important issue followed by trust, customer satisfaction, empathy, value and resistance to change

The Relationship between Organizational Commitment and Job Burnout: a study on staff of selected hospitals affiliated to Kerman University of Medical Sciences

The Relationship between Organizational Commitment and Job Burnout: a study on staff of selected hospitals affiliated to Kerman University of Medical Sciences Tohidi Mahya1, Pour Kiani Masoud2, Amiresmaili Mohammad Reza3, Khosravi Sajad4* 1. Ph.D. Student, School of Medical Sciences, Islamic Azad University, Science and Research Branch, Tehran, Iran. 2. Assistant Professor, Faculty of Management, Islamic Azad University, Kerman, Iran. 2. Associate Professor, School of Management and Medical Informatics, Department of Management, Health Policy and Health Economic, Kerman University of Medical Sciences, Kerman, Iran 3. Ph.D. Student, School of Public Health, Bam University of Medical Sciences, Bam, Iran. *Correspondence: School of Public Health, Campus of Bam, Khalij Fars Highway, Bam University of Medical Sciences. Tel: 034335229985 Email: [email protected] Abstract: Introduction: The presence of committed human resources improves organizational performance and achievement of individual and organizational goals. The objective of this study was to investigate the relationship between organizational commitment and job burnout among staff of the selected hospitals affiliated to Kerman University of Medical Sciences. Methods: This cross-sectional, descriptive-analytic study was carried out in 2015. In this study, 278 employees were selected using quota sampling. In order to collect data, Maslach questionnaires on job burnout (22 questions) and Allen & Meyer organization commitment questionnaire (24 questions) were used. Data analysis was performed through SPSS 16 and using descriptive statistics as well as analytical statistics tests such as Pearson correlation, ANOVA and linear regression. Results: In whole, 74.8% of the participants were female and 40% had less than 10 years of work experience. Mean scores of organizational commitment (98.20) and job burnout (74.58) were in moderate level. Organization commitment and all its dimensions had significant inverse relationship with job burnout (P=0.000). In addition, the relationships of organization commitment with gender and age, and job burnout with employment status were significant (P=0.01). Conclusion: High organizational commitment represents the acceptance of organizational goals and values by the employees. Committed employees have better job performance in the organization and less job burnout. Therefore, managers must attempt to raise the level of organizational commitment and put it in their programs planning. Key¬words: Organizational Commitment, Job Burnout, Educational Hospital, Staff ¬Citation: Tohid M, Pour Kiani M, Amiresmaili MR, Khosravi S. The Relationship between Organizational Commitment and Job Burnout: a study on staff of selected hospitals affiliated to Kerman University of Medical Sciences. Journal of Health Based Research 2016; 2(3): 299-306