Investigating the Relationship between Relationship Marketing and Customer Satisfaction: A Case Study Asia Insurance company
Publish place: سومین کنفرانس بین المللی علوم و مهندسی
Publish Year: 1395
نوع سند: مقاله کنفرانسی
زبان: English
View: 682
This Paper With 13 Page And PDF Format Ready To Download
- Certificate
- من نویسنده این مقاله هستم
استخراج به نرم افزارهای پژوهشی:
شناسه ملی سند علمی:
ICESCON03_480
تاریخ نمایه سازی: 16 شهریور 1395
Abstract:
In today’s competitive environment, customers are one of the most important factors of organizational success. As a result, retaining and making them satisfied is an important goal for organizations. Relationship marketing is a new concept in customer-orientation field and can help researchers find more cues about future success through focusing on customers. The purpose of the current paper is to survey the relationship between relationship marketing and customer satisfaction in Asia Insurance Company. To examine relationship marketing, five main dimensions have been identified and utilized for relationship marketing which include: trust, communication, commitment, conflict management and competency. The research is a descriptive one and its data collection is through distributing a questionnaire. The first section of the questionnaire is designed by including 45 questions for measuring relationship marketing and customer satisfaction which validity and reliability have been assured through conducting a pre-test. To examine hypotheses two tests of Kolmogorov–Smirnov and Spearman correlation were conducted. The results of applying Spearman test showed that there are significant correlations between dimensions of relationship marketing and customer satisfaction. Meanwhile, trust was selected as the most important element. Moreover, there was a significant correlation between customers’ cooperation with their satisfaction. Also, apart from trust; relationships with all other variables were valid and significant
Keywords:
Authors
Mohammad Nejadsafavi
Executive Management.MA. University of Tabriz, Tabriz, Iran
Mohammad Shokri
Executive Management.MA, University of Tabriz, Tabriz, Iran
Elaheh Nouri
IT Managment, MA, College of Management and accounting, University of Allameh Tabatabaei , Tehran, Iran.