To determine the impact of organizational culture on customers’ satisfaction

سال انتشار: 1394
محل انتشار: فصلنامه مدیریت و مطالعات حسابداری، دوره: 3، شماره: 2
کد COI اختصاصی: JR_UJMAS-3-2_002
زبان مقاله: انگلیسی
تعداد مشاهده: 523

نویسندگان

Department of Management, M.A Financial Management ,University Yazd, City Yazd, Country Iran

Department of Management, M.A Marketing Management ,University Yazd, City Yazd, Country Iran

چکیده

As these days, the survival of organizations is totally depended on customers and customer s,organizations are trying to gain their customers‟ attentions and draw their interests in order to keep their finger on the pulse of the market, and also to ensure their own sustainable business as well. But it must be noted that customer-orientation will not happen unless the organization has already had its own rich and supportive culture and be provided for customer-orientation .Therefore, this study examines the impact of organizational culture on customers‟ satisfaction in Post Company. The research, benefiting from Morgan‟s Table, is a descriptive-survey research of 322 customers of Post Company and also, from the point of view of data collection methods; this study is considered a fieldwork research and the sampling method used, is Simple Random Sample method. Safe to say thatthe means of collecting data were questionnaires along with referring to the documents and evidences. Because of the abnormality of data and also to analyze the data itself properly, binomial test has been employed, and Friedman Test is used for classifying and ranking the factors. The results indicate a strong influence of organizational culture on customers‟ satisfaction. Since the ranking results haveshown that facts, so it is recommended that employees should get involved in organizational processes so long as the organization can get the best rank it can, as far as satisfaction of customers is concerned

کلیدواژه ها

Customers‟ satisfaction, Organizational culture, customer, Service. Introduction

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