The present survey was conducted to determine “Effect of customer relationship management on customer satisfaction with regard to moallem insurance company in Isfahan province". This survey was conducted using descriptive-field study. Statistical population of the present survey included all of the customers of moallem insurance company in Isfahan province in which cluster random sampling method was used. The sample volume was estimated equal to 185 persons. Data analysis has been done through SPSS software and statistical tests such as: one-variable t, independent t, one-sided variance analysis and Hostelling t2.Research results revealed that customers' satisfaction was more than average level in terms of all four-fold factors (four standards to be measured) including manner of responding, quality of services, and electronic services and it is at the average level about cost of services.
This private company has been able to implement this system through developing its skills and proficiencies in the field of offering services effectively. This issue is due to paying attention to customers and establishment of personal relations with them in order to provide their needs and desires.
Aali, S (2003), Customer satisfaction, Tadbir Monthly Magazine, 130: 12-20
Abdoli, K; Fereidunfar, S (2008), Customer satisfaction models, Tadbir Monthly ……Magazine, 182
Baglou, R.; Zomorrodpoush, F. (2009) Specifying the Position of Customers ……Relationship Management in Libraries and Information Centers, Librarianship & ……Information Quarterly, No. 47
Gholamian, M; Khaje Afzali, M; Ebrahimi, B (2007), Knowledge management in ……relation to customer, Tadbir Monthly Magazine, 178: 20-26
Haghighi, M.; Moghimi, M; Keimasi, M. (2003) Service Loyalty: The Effects of ……Service Quality and the Mediating Role of Customer Satisfaction, Management ……Science, No. 60-61: 53-72
Hallowell R., (1996); The relationship of customer satisfaction, customer loyalty and ……profitability: an empirical study, International JournaService……
Ranjbarian B.; Rashidkaboli, M.; Haghshenas, A.; Yavari, Z. (2002) The Study of ……Customer Satisfaction with After-Sale Services Quality; Case Study: Xerox Co. ……in Isfahan Province, Commercial Research Quarterly, No. 25: pp. 127-145
Samavi, H.; rezaeimoghaddam, K.; Baradarn, M. (2008) Customer-Oriented ……Activities and Their Application in Higher Education System; Case Study: ……Higher Education on Agriculture in Khuzestan Province, Research & Planning ……in Higher Education Quarterly, No. 143: pp. 121-49
Behin Moshaveran Atiyehsaz Modiriyat Co. (2006) Measuring Customers ……Satisfaction: Viva the Complaining Customer, Behin Moshaveran Atiyehsaz
Maleki, A; Darabi, M (2010), Different frameworks of implementing customer ……relationship management, Automobile Industry Monthly Magazine, 130
Mahdavinia, M; Ghodratpour, B (2006), Function of customer relationship ……management in retaining and increasing of customers of the insurance company, ……Automobile Industry Monthly Magazine, 77: 45-60
Shahriyari, S. (2006) The Effects of Customer Orientation Policies of Agri Bank based ……on Respect for Customer Plan on customer Satisfaction in Shiraz, MA Thesis, ……Faculty of Graduate Studies – Khorasgan University
Mousavi, F.; Rezaeian, S. (2007) The Role of Electronic Customer Relationship (e-……CRM)in Tourism in Iran, Modiriyat Farda, No. 13-14
Nasehifar, V.; Haghbayan, A. (2009) Payment System Quality in Mellat Insurance ……Company According to the Customers and Presenting Some Strategies for ……Improving it for Auto Insurance, Insurance Industry Quarterly, No. 89-90: pp. ……23-45
Venoos, D.; Madadiyekta, Sh. (2005) The Study of Factors Affecting Customer ……Satisfaction with Internal Flights of IRI Airline (Homa), Administrative Sciences ……& Economics: University of Isfahan
Copyright: © 2014 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode
