Mehrdad Estiri, Farshid Hosseini, Hamidreza Yazdani and Hooman Javidan Nejad
The purpose of this paper is to clarify and extend the conceptualization and measurement of customer satisfaction in the Islamic banking sector in Iran.
Abstract
Purpose
The purpose of this paper is to clarify and extend the conceptualization and measurement of customer satisfaction in the Islamic banking sector in Iran.
Design/methodology/approach
The authors perform a review of the set of attributes which are capable of being incorporated in the measure of customer satisfaction for Islamic banks. Later, the possibility is posed of grouping these attributes into dimensions of quality, proceeding to value various alternative structures by means of confirmatory factor analysis methodology and testing their reliability and validity.
Findings
The findings from this study reveal that service quality in Iranian banking adopting the commercial format of Islamic services has a two‐factor structure: Value proposition quality and Service delivery quality.
Originality/value
The paper contributes to the literature on Islamic Banking in a Middle Eastern economy.
Details
Keywords
Mehrdad Estiri, Hashem Aghazadeh, Hamzeh Rayej and Tannaz Raoufi
Preparing and presenting proper marketing programs are of paramount importance in establishing and developing sport activities in any country. The reasons behind the apparent lack…
Abstract
Purpose
Preparing and presenting proper marketing programs are of paramount importance in establishing and developing sport activities in any country. The reasons behind the apparent lack of such programs in Iran are not the result of unwillingness of sport institutions to adopt these programs but are mainly because of numerous barriers and problems facing these organizations. This paper aims to clarify and examine these barriers.
Design/methodology/approach
By extensively studying electronic databases of Iran and some other countries, we recognized that there were two kinds of problems: internal problems and external ones. The internal problems were deemed more important and were further categorized into problems and barriers involving: management (five factors), goals and strategies (three factors), marketing policy (six factors), culture structure (three factors), employees (three factors) and finally organizational structure (three factors). After all the 23 obstructive factors were determined, sport and marketing experts were asked for their inputs in order to determine the validity, importance and ranking of these factors. For analyzing the data t‐test was utilized and determination of priorities was done by Freidman test.
Findings
The findings from this study reveal that, 23 internal factors that can act as barriers to hinder the progress of sport marketing were almost unanimously confirmed by the experts. The experts also agreed that removing these barriers will significantly improve both general and championship sport activities in Iran.
Originality/value
The approach and results have significant implications for sport institution managers in Iran.
Details
Keywords
SeyedReza SeyedJavadin, Hamzeh Rayej, Hamidreza Yazdani, Mehrdad Estiri and Seyed Ali Aghamiri
The purpose of this paper is to investigate the effects of internal marketing on service quality and the mediating role of OCB in their relationship.
Abstract
Purpose
The purpose of this paper is to investigate the effects of internal marketing on service quality and the mediating role of OCB in their relationship.
Design/methodology/approach
A total of 162 random samples of the customers and employees of the Greater Tehran Gas Company were taken. The applied research methodology is based on survey design techniques, specifically structural equations modelling. To test the model questionnaire was designed, applied and then analyzed.
Findings
Findings clearly demonstrate that internal marketing actions can have a direct, meaningful and positive effect on organizational citizenship behaviours. Furthermore, the conceptual model shows that organizational citizenship behaviours act as a mediator between internal marketing and service quality.
Research limitations/implications
The present study does have a number of methodological limitations that suggest areas for future research. First, the sample was from a public company, and this unique setting may limit the external validity of the findings. Second, the country in which the authors tested the hypothesis is an Islamic country with different cultural values from western countries and this fact might limit the generalization of the findings. But the authors believe that the proposed model and results of this research can aid service organization to offer better service quality to both their internal and external customers.
Originality/value
The paper may be of high value to researchers and managers in Marketing and Human Resource Management scopes. Results of this research have valuable guideline that can have tangible outcome for organization.