A comparative study of complaint behavior of loyal customers versus first customers

The article aims to conduct a comparative study of complaint behavior of loyal versus first customers of the different branches of RefahKargaran Bank in Tabriz-Iran as a service-giving organization. In order to collect data, we have used a questionnaire, the validity of which has been confirmed through the use of factor analysis as well as obtaining the approval of the experts. The statistical population includes all the customers of RefahKargaran Bank in Tabriz, from among whom 384 people have been selected by random sampling technique. Mann-Whitney-U test and Kruskal-Wallis test have been used for data analysis. The findings indicate that there is a difference between the complaint behavior of loyal customers and first customers. In addition, the personal complaint measures as well as company change behavior of loyal customers and first customers are different. Moreover, the results of the study show that there is not a significant difference between the loyal customers and first customers regarding public complaint measures or no-action measures

A COMPARATIVE STUDY OF AIRLINE COMPANIES FROM THE SOCIAL RESPONSIBILITY PERSPECTIVE CASE STUDY

Responding to or satisfying the demands of the external beneficiaries including customers, suppliers, distributors, environmentalists, and the residents of the productive or service-giving activity location, while preserving the benefits of the internal beneficiaries including the owners or share-holders and the personnel of the organization is known as social responsibility. The present research has been carried out with the purpose of comparing the Islamic Republic of Iran Airline Companies from the viewpoint of social responsibility. The research method is descriptive, and statistical population includes customers who travel at least five times monthly with various IRI Airline companies, including 150 individuals. Due to the limitedness of the population, no sampling was carried out. A researcher- devised questionnaire was used for data collection. The validity of the questionnaire was confirmed by content validity, and its reliability was evaluated through the use of Cranach Alpha coefficient based on Carroll’s approach. For data analysis, the researchers made use of TOPSIS method and Shannon’s Entropy. The results indicate the rank of each company with regard to the rate of attention paid to corporate social responsibility.&nbsp

A comparative study of complaint behavior of loyal customers versus first customers

The article aims to conduct a comparative study of complaint behavior of loyal versus first customers of the different branches of RefahKargaran Bank in Tabriz-Iran as a service-giving organization. In order to collect data, we have used a questionnaire, the validity of which has been confirmed through the use of factor analysis as well as obtaining the approval of the experts. The statistical population includes all the customers of RefahKargaran Bank in Tabriz, from among whom 384 people have been selected by random sampling technique. Mann-Whitney-U test and Kruskal-Wallis test have been used for data analysis. The findings indicate that there is a difference between the complaint behavior of loyal customers and first customers. In addition, the personal complaint measures as well as company change behavior of loyal customers and first customers are different. Moreover, the results of the study show that there is not a significant difference between the loyal customers and first customers regarding public complaint measures or no-action measures

Investigation of the relationship between dimension of intellectual capital and organization knowledge management (Case study: East Azerbaijan regional hydrology firm)

This research was conducted with the aim of investigating the relationship between dimension of intellectual capital and organization knowledge management in East Azerbaijan regional hydrology firm in 2012. The statistical population involves 320 managers, bosses, supervisors and experts of East Azerbaijan regional hydrologic firm. The data were collected by simple random method. The sample volume is 175 individuals based on Morgan table. The data were collected by questionnaires involving Bounties intellectual capital standard and Phyllis knowledge management standard questionnaire. The conceptual validity of the questionnaire was confirmed according to the expert viewpoints and the reliability was measured by Cronbach alpha test, whereas Cronbach alpha coefficient and knowledge management questionnaire coefficient were equal. Pearson coefficient test and regression analysis were used in order to test of hypotheses by software SPSS16. The results of the research show that there is a significant relationship between dimensions of intellectual capital variable and knowledge management. The analysis of regression shows that dimensions of intellectual capital impact on knowledge management

Investigation of the relationship between dimension of intellectual capital and organization knowledge management (Case study: East Azerbaijan regional hydrology firm)

This research was conducted with the aim of investigating the relationship between dimension of intellectual capital and organization knowledge management in East Azerbaijan regional hydrology firm in 2012. The statistical population involves 320 managers, bosses, supervisors and experts of East Azerbaijan regional hydrologic firm. The data were collected by simple random method. The sample volume is 175 individuals based on Morgan table. The data were collected by questionnaires involving Bounties intellectual capital standard and Phyllis knowledge management standard questionnaire. The conceptual validity of the questionnaire was confirmed according to the expert viewpoints and the reliability was measured by Cronbach alpha test, whereas Cronbach alpha coefficient and knowledge management questionnaire coefficient were equal. Pearson coefficient test and regression analysis were used in order to test of hypotheses by software SPSS16. The results of the research show that there is a significant relationship between dimensions of intellectual capital variable and knowledge management. The analysis of regression shows that dimensions of intellectual capital impact on knowledge management

The study of the relationship between the performance of fuzzy goal programming method and production factor promotion

In order to determine a systematic method for increasing productivity, different methods have been implemented. However, these methods were mostly used for measuring the current situation and implementing a suitable instrument for the purpose of presenting an efficient solution in order to promote the productivity seems essential. For this purpose, operational research method is one of the most efficient and useful tools which tries to make the best advantage of them and use them systematically by implementing optimal resources. Using an goal planning tool through determining the essential goals for promoting productivity is a modern method which has attracted the attention of productivity areas and is able to study the interaction between the essential elements with productivity promotion approach. The purpose of this research is to study the relation between performing Fuzzy Goal Programming Method and productivity promotion of production factors such as the promotion of materials, capital productivity, and human resources. The deign used for this method is applied, analytic and descriptive. Twenty four hundreds experts from five major detergents companies existing in detergents industrial clusters were considered as the population of the present study. The results indicated that there is a positive strong relation between the three factors including promotion of materials, capital productivity, and human resources by implementing goal planning model

The study of the relationship between the performance of fuzzy goal programming method and production factor promotion

In order to determine a systematic method for increasing productivity, different methods have been implemented. However, these methods were mostly used for measuring the current situation and implementing a suitable instrument for the purpose of presenting an efficient solution in order to promote the productivity seems essential. For this purpose, operational research method is one of the most efficient and useful tools which tries to make the best advantage of them and use them systematically by implementing optimal resources. Using an goal planning tool through determining the essential goals for promoting productivity is a modern method which has attracted the attention of productivity areas and is able to study the interaction between the essential elements with productivity promotion approach. The purpose of this research is to study the relation between performing Fuzzy Goal Programming Method and productivity promotion of production factors such as the promotion of materials, capital productivity, and human resources. The deign used for this method is applied, analytic and descriptive. Twenty four hundreds experts from five major detergents companies existing in detergents industrial clusters were considered as the population of the present study. The results indicated that there is a positive strong relation between the three factors including promotion of materials, capital productivity, and human resources by implementing goal planning model

The study of the relationship between the performance of fuzzy goal programming method and production factor promotion

In order to determine a systematic method for increasing productivity, different methods have been implemented. However, these methods were mostly used for measuring the current situation and implementing a suitable instrument for the purpose of presenting an efficient solution in order to promote the productivity seems essential. For this purpose, operational research method is one of the most efficient and useful tools which tries to make the best advantage of them and use them systematically by implementing optimal resources. Using an goal planning tool through determining the essential goals for promoting productivity is a modern method which has attracted the attention of productivity areas and is able to study the interaction between the essential elements with productivity promotion approach. The purpose of this research is to study the relation between performing Fuzzy Goal Programming Method and productivity promotion of production factors such as the promotion of materials, capital productivity, and human resources. The deign used for this method is applied, analytic and descriptive. Twenty four hundreds experts from five major detergents companies existing in detergents industrial clusters were considered as the population of the present study. The results indicated that there is a positive strong relation between the three factors including promotion of materials, capital productivity, and human resources by implementing goal planning model

Investigating the relationships among the knowledge sharing system indices in the educational organizations

The purpose of the present study is to investigate the inter-relationship among the indices that influence on knowledge sharing systems in lessons learned systems. To do this, while reviewing the literature, the researchers first identified the indices affecting KSS; then, they collected the related data through the use of a researcher-devised questionnaire. The results of surveying the indices of knowledge sharing system based on DEMATEL system analysis indicated that there were systemic relationships with the predominant characteristic of impressibility among the indices of the system. Investigating the internal relationship among the indices of knowledge sharing in learned lessons systems showed that in order to create a positive as well as optimum effect on knowledge sharing processes, the first priority should be updating and reinforcing "communication channels"; also, "reward systems and processes" should be reinforced as the second priority in line with the strengthening of the purposeful process of knowledge sharing system. All rights reserved. Growing Science Ltd.

Energy cost versus production as a performance benchmark for analysis of companies

In this paper, the efficiency of automobile and auto-parts producing companies is evaluated, using data envelopment analysis. The data envelopment analysis (DEA) is based on the linear programming model. This model needs a series of information by which the effectiveness and ineffectiveness of decision-making units are determined. In the present research, the inputs and outputs of the DEA model are determined by using the basic criteria, and the energy efficiency of automobile and auto-parts producing companies is specified. For this purpose, to evaluate the energy efficiency of the automotive industry and auto parts producing companies, deep2 software has been used. Finally, based on the results of the study, the efficient and inefficient companies have been identified and classified