The Effect of Employees' Customer Orientation , Customer's Satisfaction and Commitment on Customer's Sustainability

Monireh Raie; Asadollah Khadivi; Reza Khdaie

doi:10.12816/0016577

Article Details

The Effect of Employees' Customer Orientation , Customer's Satisfaction and Commitment on Customer's Sustainability

Authors:

Monireh Raie | Asadollah Khadivi | Reza Khdaie

Publisher:

Sohar University

Main Topics:

Management

Journal:

Oman Chapter of Arabian Journal of Business and Management Review 2014 Vol.4 Issue 1, pp.109-121

Document Type:

Article

Publication Date:

8/2014

Document Language:

English

Document ID (Org No.):

72821

Frequency:

Monthly

pISSN:

22235833

DOI:

10.12816/0016577

Descriptors:

Keywords:

Abstract:

 Many researchers have emphasized on the key role of employees associated with the customer orthe forefront staff at the success of Service organizations. Positive outcomes for serviceorganizations such as customer satisfaction, the loyalty, and the verbal publicity couldsignificantly effects personal interaction between personnel service provider and customers. Thisstudy has attempted to evaluate the effect of customer orientation of employees, satisfaction andengagement of customer on customers’ retention at workers Welfare bank in Parsabad city. TheApplied objective of this research and in nature was descriptive – survey. To test the researchhypothesis and obtain results was used Lisrel path and analysis model. The results of thehypotheses of this study showed that customer-orientation of staffs positively effect on customersatisfaction, customer commitment, and persistence (retention) of customer. Customersatisfaction positively affects customer retention and customer commitment. Commitment to thecustomer positively has an impact on customer retention. The rate of customer orientation ofRefah Bank employees, customer satisfaction, customer commitment, and customers’ retentionof Parsabad e Moghan Refah Bank was located in a proper level.

Article Details

The Effect of Employees' Customer Orientation , Customer's Satisfaction and Commitment on Customer's Sustainability

Authors:

Monireh Raie | Asadollah Khadivi | Reza Khdaie

Publisher:

Sohar University

Main Topics:

Management

Journal:

Oman Chapter of Arabian Journal of Business and Management Review 2014 Vol.4 Issue 1, pp.109-121

Document Type:

Article

Publication Date:

8/2014

Document Language:

English

Document ID (Org No.):

72821

Frequency:

Monthly

pISSN:

22235833

DOI:

10.12816/0016577

Descriptors:

PERSONNEL TRAINING

LABOUR RELATIONS

EMPLOYEES

CONSUMERS

CUSTOMERS

CUSTOMER ORIENTATION

SATISFACTION

COMMITMENT

CUSTOMER RETENTION

Issues

Article Details

Authors: Monireh Raie | Asadollah Khadivi | Reza Khdaie

Publisher: Sohar University

Main Topics: Management

Journal: Oman Chapter of Arabian Journal of Business and Management Review 2014 Vol.4 Issue 1, pp.109-121

Document Type: Article

Publication Date: 8/2014

Document Language: English

Document ID (Org No.): 72821

Frequency: Monthly

pISSN: 22235833

DOI: 10.12816/0016577

Descriptors:

Issues

Authors:

Monireh Raie | Asadollah Khadivi | Reza Khdaie

Publisher:

Sohar University

Main Topics:

Management

Journal:

Oman Chapter of Arabian Journal of Business and Management Review 2014 Vol.4 Issue 1, pp.109-121

Document Type:

Article

Publication Date:

8/2014

Document Language:

English

Document ID (Org No.):

72821

Frequency:

Monthly

pISSN:

22235833

DOI:

10.12816/0016577