Investigating the Impact of Social Responsibility and Service Innovation on Customer Loyalty in Tehran’s Refah Bank Branches
سال انتشار: 1397
نوع سند: مقاله ژورنالی
زبان: انگلیسی
مشاهده: 205
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شناسه ملی سند علمی:
JR_IJBEMS-6-1_008
تاریخ نمایه سازی: 25 تیر 1400
چکیده مقاله:
The purpose of this study is to investigate the impact of social responsibility and banking service innovation oncustomer loyalty in Tehran’s Refah Bank branches. From purpose viewpoint, this is an applied research, andfrom data collection viewpoint, this is descriptive-survey. The research population included all customers whouse services provided by Refah Bank in the city of Tehran. Due to the dispersion of the statistical population,cluster sampling method was used to select the branches. Based on the unlimited population size formula,sample size was estimated ۳۸۴ at ۹۵% confidence level with a standard deviation of ۰.۵; therefore, ۳۸۴questionnaires were distributed. The structural equation modeling techniques have been used to conduct thenecessary analyses. The research findings showed that social responsibility and banking service innovation havea positive and significant effect on customer loyalty.
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نویسندگان
Farhad Hanifi
Department of Business Management, E- Campus, Islamic Azad University, Tehran, Iran
Shahrzad Mahmoodi
Department of Business Management, E- Campus, Islamic Azad University, Tehran, Iran