Studying the Reputation of Police Service Offices (Police +10) Effects on Relations with CustomersJournal: International Research Journal of Advanced Engineering and Science (IRJAES) (Vol.2, No. 4)
Publication Date: 2017-11-20
Authors : Mohamad Mehdi Parhizgar Qasim Shabani Iman Azizi;
Page : 119-127
Keywords : ;
— Today in our competitive world, customers have been the main axis of every occupation and their loyalty to the brand has been the main factor in obtaining the competitive advantage of companies, particularly service companies. On one side, in addition of the brand, one of the main guidelines of companies to create loyalty to the brand and obtain competitive advantage, improve service quality and satisfaction is customers' trust on service companies. So relations of the paradigm brand are so powerful that the brand acts as a mechanism to interact customers in an honest long-term relation. The aim of this research is to study and determine the effect of brand on customers' relation in police e-services office. This paper studies the effect of emotional dependency by defining a conceptual model which coherent these variables. The method of this research is descriptive survey. The statistic community of the present research is the customers of service companies which utilize the police services directly and indirectly. The sample size with regard to unlimited statistic community is computed as 387 persons. Also the method of sampling has been a simple accident. The tool for calculating data has been questioners which its stability is evaluated by Cranach's alpha coefficient. Also to evaluate the validation we used content validation and structural validity. To test the research hypothesis we also use the normal data test using the 23th version of SPSS software and confirmatory factor analysis and modeling structural equations using LISREL and SMART PLS soft ware. The research findings indicated that primarily the entire hypothesis except the relation between customers' emotional dependency and loyalty has been confirmed and secondarily they affect the customers' relation in service companies positively. The results of this research findings acclaims that there is no any positive relation between emotional dependency and loyalty to company. There are positive relations between satisfaction and customers' loyalty, emotional dependency and customers' satisfaction, service quality and customers' loyalty, service quality and loyalty to the company, service quality and customers' emotional dependency, service quality and customers' satisfaction, service quality and customers' trust, trust and loyalty to service companies, trust and customers' satisfaction.
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