IMPACT OF SOFTWARE AND HARDWARE INFRASTRUCTURE ON CUSTOMER’S SATISFACTION OF AHWAZ TELECOMMUNICATION COMPANY (IRAN) AND THE MEDITATIVE ROLE OF FLEXIBILITY

Edris Mahmoudi, Adibeh Jorfi, Fakhri Jorfi

Abstract


Living in meta-information age beside the everyday acceleration of information technology lead customers to utilize electronic facilities and services fort doing their tasks quickly and easily. Customers would be satisfied with services always available to be used and to encourage customers to reuse them. To this end, the present study scrutinizes the influence of telecommunication hardware and software services with the relevant components on customer satisfaction with respect to the function of flexibility taken by the company. The main goals of the research are as follows: 1. investigating the influence of software infrastructures on customer satisfaction, given the mediative role of flexibility, 2. investigating the influence of hardware infrastructure on customer satisfaction, given the mediative role of flexibility. The method is survey research, library research along with note-taking tools. SPSS software is employed for information analysis. According to the findings, there is a significant relationship between software agents (transaction speed, ease of use, access speed, safety and teaching method) and hardware agents (environment, facilities, adornment and equipment) in customer satisfaction. The results revealed that hardware and software agents influence customer satisfaction indirectly.

 

Article visualizations:

Hit counter

DOI

Keywords


flexibility; software infrastructure; software agents; hardware agents

Full Text:

PDF

References


A. Persian

Pourashraf, Y. (1394). The Impact of Service Environments on Customer Excitement and Service Outputs. Business Management Journal. 7 (2), 366-380.

Haji Karimi, A., Mansourian, T. (1391). Investigation of the Role of Customer Knowledge Management in Improving Organizational Performance. Business Management Exploration Journal. 4 (8), 75-92.

Joudzadeh, M., Darzian Azizi, A. Naddaf. (1393). Surveying Customer satisfaction with Banking Services using EUCS model: National Bank Branches in Ahwaz. Fourth International Conference of Banking Service Marketing.

Rahmani, Z; Varedi, F. (1391). Attracting and Retaining Customers as a Step towards Bank Development and Success. National Conference of Entrepreneurship and Knowledge-based Works, Mazandaran University, Center of the Development of Technology Units.

Rezaei Golabadi, H. (1385). Studying the Gap in Service Quality of Iran Insurance Company Using SERVQUAL Model. Masters Dissertation, Isfahan University, Department of Management.

Ranjbar, A. (1392). Employing QFD Model in Enhancing the Quality of Electronic Banking Modern Services of Saderat Bank of Iran Under the Supervision of West of Tehran. Islamic Azad University, Islamic Azad University, Central Branch of Tehran, Faculty of Management and Accounting, Master’s Thesis.

Zand Vakil. A. (1392). The Relationship Between Utilizing Information and Communication Technology and Improving the Quality of Banking Services Based on SERVQUAL Model (Case of Study: Bank of Gharzolhasaneh Mehr Iran, Ghom Branches, Islamic Azad University of Naragh, Faculty of Management, Master’s Thesis.

Sarmad, Z. Bazargan, A. and Hejazi, A. (1384). Research Methods in Behavioral Sciences, Agah Publications, Tehran.

Sadeghi Chigani, K. (1380). Survey of Satisfaction Level of Real and Legal Customers of Saderat Bank of Khouzestan, Master’s Thesis in Business Management, University of Shahid Chamran.

Samadi, M. Farsi Zadeh, H. Nourani, M. (2005). Survey of the Influence of Communicative Marketing Tactics on Customer behavior in Clothing Stores Using Structural Equations Model, Journal of Commerce, number 10: 20-25.

Nouri, Y., Fattahi, K. (1390). Measurement of Customer satisfaction in Iran Export Development Bank Using Multi-Criteria Satisfaction Analysis (MUSA). Management Researches in Iran, 15 (2), 205-229.

Yaghoubi, N., Shakeri, R. (1388). Evaluating the Acceptance of Internet Banking Based on the Developed Model of DTPB, Journal of Scientific Executive Management, number 9.

B. International

Bruce Ho, C.T. & Lin, W.C. (2010). Measuring the service quality of internet banking: scale development and validation. European Business Review, 22, 5-24.

Foo, Min - Hui, Douglas, Gary, A. Jack. Mervyn (2008). Incentive schemes in the financial services sector moderating effects of relationship norms on customer- brand relationship, International journal of bank marketing.

Ganguli, S., Roy, S.K. (2010). Service quality dimensions of hybrid services.

Gibbert, M., Leibold, M., Probst, G. (2002) Five styles of customer knowledge management, and how smart companies use them to create value. European Management Journal. 20(5), pp. 459-469.

Jie Yu, N., Kun, N. 2015. Product delivery service provider selection and customer satisfaction in the era of internet of things: A Chinese-retailers perspective, International Journal of Production Economics; Year: 2015 Vol 159 Pages 104-116.

Kumar, M., Kee, F.T. & Charles, V. (2010). Comparative evaluation of critical factors in delivering service quality of bank. International Journal of Quality & reliability Management, 27, 351-377.

Proenca, F. Joao, Antonia Rodrigues, Maria (2011). A Comparison of users and non- users of banking self-service technology in Portugal, Managing service quality.

Sink, H., (2008); Logistics capability, Logisitic outsourcing and firm performance in an e-commerce market. J. Phys. Distrib. Logist. Manage. 38(5), 336-359.

Retna, S. Kala & Tee N.G. Pak, (2011), Communities of practice: dynamics and success factors. Leadership & Organization Development Journal Vol.

Sadiq Sohail, M., & Shaikh, N. M2008. Internet banking and quality of service. Online Information Review, 32, 58-72 quality of service. Online Information Review, 32, 58-72 Schneider, B, & White, S. (2004). »Service Quality: Research Perspective UK. London: SAGE Publications Ltd.

Schneider, B., & White, S. (2004). Service Quality: Research Perspective. UK. London: SAGE Publications Ltd. Seth, N., & Deshmukh, S. (2005). Service quality models: a review. International Journal of Reliability Management, 22, 913-949.

Wu I.L. (2013). The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust. International Journal of Information Management, 166– 176.


Refbacks

  • There are currently no refbacks.


Copyright (c) 2018 Edris Mahmoudi, Adibeh Jorfi, Fakhri Jorfi

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

The research works published in this journal are free to be accessed. They can be shared (copied and redistributed in any medium or format) and\or adapted (remixed, transformed, and built upon the material for any purpose, commercially and\or not commercially) under the following terms: attribution (appropriate credit must be given indicating original authors, research work name and publication name mentioning if changes were made) and without adding additional restrictions (without restricting others from doing anything the actual license permits). Authors retain the full copyright of their published research works and cannot revoke these freedoms as long as the license terms are followed.

Copyright © 2015-2018. European Journal of Management and Marketing Studies (ISSN 2501 - 9988) is a registered trademark of Open Access Publishing GroupAll rights reserved.

This journal is a serial publication uniquely identified by an International Standard Serial Number (ISSN) serial number certificate issued by Romanian National Library. All the research works are uniquely identified by a CrossRef DOI digital object identifier supplied by indexing and repository platforms. All the research works published on this journal are meeting the Open Access Publishing requirements and standards formulated by Budapest Open Access Initiative (2002), the Bethesda Statement on Open Access Publishing (2003) and  Berlin Declaration on Open Access to Knowledge in the Sciences and Humanities (2003) and can be freely accessed, shared, modified, distributed and used in educational, commercial and non-commercial purposes under a Creative Commons Attribution 4.0 International License. Copyrights of the published research works are retained by authors.